Read-Only SMS Access for Call Queue Members
Request the ability for Super Admins to configure SMS permissions for Call Queue members, allowing them to view SMS conversations in the RingCentral app while preventing them from sending or replying to text messages.
Business Need:
The customer uses a separate third-party application for SMS communication, tracking, and reporting. However, Call Queue members still need visibility into incoming SMS messages associated with the queue for awareness and reference.
Currently, there is no option to grant read-only SMS access specifically for Call Queue members. Users who have SMS access can also send and reply to messages, which may cause communication to occur outside the customer's designated SMS platform.
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Riza
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