729 results found

1. Preserve SMS Segment Count When Using Line Breaks

   We would like to propose an enhancement to the SMS segment calculation by preventing line breaks from unnecessarily increasing the SMS segment count. Many users add line breaks to improve the readability and organization of their messages, but doing so can sometimes cause the message to exceed the character limit for a single SMS segment, resulting in additional charges. This behavior may lead to confusion and increased messaging costs, even when the message content remains essentially unchanged. By optimizing the way line breaks are handled during segment calculation, while ensuring compatibility with SMS encoding standards and message delivery across carriers, the platform can provide a more user-friendly and cost-effective messaging experience. This enhancement would allow users to format their messages without worrying about unexpected increases in SMS segments, ultimately improving customer satisfaction and usability.

   We would like to propose an enhancement to the SMS segment calculation by preventing line breaks from unnecessarily increasing the SMS segment count. Many users add line breaks to improve the readability and organization of their messages, but doing so can sometimes cause the message to exceed the character limit for a single SMS segment, resulting in additional charges. This behavior may lead to confusion and increased messaging costs, even when the message content remains essentially unchanged. By optimizing the way line breaks are handled during segment calculation, while ensuring compatibility with SMS encoding standards and message delivery across carriers,… more

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2. Workflow builder for general auto and/or out of office SMS replies is not currently working with the current customer engagement bundle.

   Workflow builder for general auto and/or out of office SMS replies is not currently working with the current customer engagement bundle.

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3. Main number Support for SMS booster

   It would be helpful if we can use the main number to receive and respond to SMS on our call queue. Since we have 4 users setup currently to receive these kind of SMS.

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4. Feature Request: Preserve or Migrate Shared SMS Conversations When Disabling Shared Inbox or Business SMS Booster

   Feature Overview

   We would like to request the ability to preserve, migrate, or convert SMS conversations currently stored in the Shared Inbox when customers disable the Shared Tab or cancel their Business SMS Booster subscription.

   Current Limitation

   Some customers choose to retain the Business SMS Booster solely for access to SMS Templates, while opting to disable the Shared Tab in order to simplify the SMS experience for their users. However, disabling the Shared Tab currently results in the loss of all existing SMS conversations within the Shared Inbox, with no available option to migrate these conversations to users' Direct SMS inboxes or convert them into regular SMS threads.

   A similar issue occurs when customers decide to discontinue the Business SMS Booster and revert to standard SMS functionality. Once the Company Shared SMS Inbox Availability is disabled, all SMS conversations that existed within the Shared Inbox become inaccessible and are effectively removed from the users' view.

   Requested Enhancement

   We are requesting the implementation of one or more of the following capabilities:

   • Allow existing Shared Inbox conversations to be migrated to users' Direct SMS inboxes.

   • Provide an option to convert Shared SMS threads into regular Direct SMS conversations before disabling the Shared Inbox feature.

   • Preserve historical Shared Inbox conversations after the Shared Inbox or Business SMS Booster has been disabled.

   • Offer administrators a migration wizard or export option prior to feature deactivation to ensure no communication history is lost.

   Business Impact

   This limitation creates significant business impact, as customers may lose access to critical communication history with their clients. Many organizations rely on these SMS threads for ongoing customer interactions, historical reference, dispute resolution, compliance requirements, and overall business continuity.

   Without a migration or retention mechanism, customers risk permanently losing valuable conversation history, leaving them unable to review past communications or continue customer engagements seamlessly after disabling the Shared Inbox feature.

   Implementing this enhancement would greatly improve the customer experience, reduce data loss concerns, and provide customers with greater flexibility when managing their Business SMS services.

   Feature Overview

   We would like to request the ability to preserve, migrate, or convert SMS conversations currently stored in the Shared Inbox when customers disable the Shared Tab or cancel their Business SMS Booster subscription.

   Current Limitation

   Some customers choose to retain the Business SMS Booster solely for access to SMS Templates, while opting to disable the Shared Tab in order to simplify the SMS experience for their users. However, disabling the Shared Tab currently results in the loss of all existing SMS conversations within the Shared Inbox, with no available option to migrate these conversations to users' Direct SMS… more

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5. Simplified SMS Interface for Shared Inbox

   Add an option in the app to hide other tabs when using the main number to send SMS through the Shared Inbox, providing a simplified user interface similar to the Direct Message feature in the app and regular sms.

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6. Increase SMS favorite conversation limit

   Currently, the RingCentral app shows an error when adding a new favorite text: "You can only add to favorites up to 30 conversations."
   Request: Increase the 30-conversation limit for SMS "Favorites" as the customer needs to pin more than 30 conversations for quick access.

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7. Can schedule sending blast SMS for Bulk numbers

   Customer wants to schedule Blast SMS for multiple phone number. Minimum 500 to 100 phone number will send SMS

   5 votes

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8. Implementation of Corporate SMS Communication Standards

   We intend to implement a pre-authorized recipient directory for our SMS platform to streamline employee productivity. The system should restrict outbound SMS capabilities to a Super Admin-managed list of verified client numbers. This global policy must apply to all users to prevent unauthorized personal use of company resources.

   3 votes

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9. Shared inbox on Salesforce

   Our customer also wants to have a shared inbox in Salesforce. They can send SMS from the call queue number, but they also want to receive replies to that number.

   4 votes

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10. Ability to DL image only in bulk via SMS

    Ability to DL image only in bulk via SMS.
    Would like to download multiple images I receive via text, in one click/bulk download instead of clicking each one separately.

    3 votes

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11. Streamline SMS Sending Workflow by Removing the Additional "Send" Confirmation Step

    Users currently must click "Next" and then "Send" to transmit a text message. This two-step workflow is unintuitive and creates confusion, as users often expect the first button click to immediately send the message.

    Problem Statement
    When composing an SMS, users naturally assume that taking a deliberate action (clicking a button after finishing their message) will send the message. However, the current workflow requires a second confirmation click, which is not always obvious.

    As a result:

    Users frequently believe their message has already been sent after clicking "Next."
    Messages remain unsent when users navigate away from the conversation.
    Time-sensitive communications can be delayed or missed entirely.
    The extra step introduces unnecessary friction into a common and high-frequency action.

    Customer Impact
    The current design has led to situations where urgent messages were not delivered because users assumed the first click completed the send action. This creates a poor user experience and can negatively affect business communications that require immediate attention.

    Requested Enhancement
    Simplify the SMS sending workflow by:

    Allowing a single-click action to send the message after composition, or
    Making the purpose of the "Next" button more explicit if an additional review step is required, or
    Providing an optional setting that enables users to bypass the confirmation step and send messages immediately.

    Expected Benefit

    Reduces user confusion.
    Prevents unsent messages caused by workflow misunderstanding.
    Improves efficiency for high-volume texting users.
    Aligns the messaging experience with common industry standards where clicking a send-related action immediately delivers the message.

    Priority
    Medium to High — impacts daily usability and can affect time-sensitive business communications.

    Users currently must click "Next" and then "Send" to transmit a text message. This two-step workflow is unintuitive and creates confusion, as users often expect the first button click to immediately send the message.

    Problem Statement
    When composing an SMS, users naturally assume that taking a deliberate action (clicking a button after finishing their message) will send the message. However, the current workflow requires a second confirmation click, which is not always obvious.

    As a result:

    Users frequently believe their message has already been sent after clicking "Next."
    Messages remain unsent when users navigate away from the conversation.
    Time-sensitive communications… more

    2 votes

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12. Increase Retention Period for Shared Inbox

    The current retention period for SMS in the shared inbox is set to 90 days. We would like to request an extension of this period to better accommodate our customers' needs, allowing for a longer retention duration.

    If possible, align this with the regular SMS Retention policy.

    4 votes

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13. Extend Retention for SMS Exporter

    Problem
    The current SMS Exporter is limited to 5,000 messages or 90 days, which makes it difficult for organizations that need longer-term access to SMS history for compliance, audits, customer service reviews, or operational reporting.

    Proposed Enhancement
    Introduce an Extended SMS Archive mode that allows administrators to:

    Export SMS history beyond 90 days
    Remove or significantly increase the 5,000-message limit
    Run incremental exports (export only new messages since the last export)
    Schedule automatic exports to cloud storage destinations
    Export in multiple formats (CSV, JSON, PDF)
    Filter by extension, phone number, department, or message direction

    Additional Features

    Search messages before exporting
    Conversation-based exports instead of individual message rows
    Retention policy controls (1 year, 3 years, 7 years, custom)
    Secure audit log of export activity
    API access for automated compliance workflows

    Business Value

    Supports compliance and legal retention requirements
    Reduces manual export effort for IT administrators
    Enables long-term SMS record keeping
    Improves reporting and business intelligence capabilities
    Makes RingCentral more attractive for regulated industries such as healthcare, finance, and government

    Example Use Case
    A company receives customer SMS inquiries across multiple departments. The administrator schedules a monthly export to a secure archive and can quickly retrieve conversations from the past two years during an audit or customer dispute investigation.

    Problem
    The current SMS Exporter is limited to 5,000 messages or 90 days, which makes it difficult for organizations that need longer-term access to SMS history for compliance, audits, customer service reviews, or operational reporting.

    Proposed Enhancement
    Introduce an Extended SMS Archive mode that allows administrators to:

    Export SMS history beyond 90 days
    Remove or significantly increase the 5,000-message limit
    Run incremental exports (export only new messages since the last export)
    Schedule automatic exports to cloud storage destinations
    Export in multiple formats (CSV, JSON, PDF)
    Filter by extension, phone number, department, or message direction

    Additional Features

    Search messages before exporting… more

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14. Suppress Email Notifications for Blocked Spam and Phishing SMS

    1. Eliminates Security Contradictions & Confusion

    When an inbound text message contains confirmed malicious phishing infrastructure (such as a "Smishing" link), RingCentral’s carrier-layer security correctly drops the text to protect the client's endpoint apps. However, allowing the automated notification daemon to still send an email copy of that exact phishing message directly to the user's corporate inbox completely defeats the purpose of the initial block. It creates a massive security paradox that confuses end-users and generates unnecessary IT support tickets.

    1. Reduces Corporate Phishing Attack Surfaces
       By delivering the verbatim contents of a blocked phishing text via email—complete with the malicious URL—the platform inadvertently hands the attacker an alternative delivery vector into the customer's enterprise environment. If an employee clicks the link inside the RingCentral email notification, the organization remains vulnerable to credential harvesting, malware, or financial fraud

    2. Prevents SecOps & IT Alarm Fatigue
       Corporate IT and Security Operations (SecOps) teams rely on automated email monitoring tools. When RingCentral sends legitimate email notifications containing high-risk phishing links, it triggers false positives within corporate email firewalls (like Proofpoint or Mimecast), forcing IT administrators to waste valuable time white-listing or investigating internal alerts for texts that were technically already blocked.

    3. Aligns Core System Daemons
       The email notification engine should strictly mirror the state of the active messaging client. If an inbound SMS payload is terminated at the gateway due to a security violation, that termination signal must simultaneously suppress any downstream webhooks, push notifications, or email dispatch daemons associated with that specific message ID.

    1. Eliminates Security Contradictions & Confusion

    When an inbound text message contains confirmed malicious phishing infrastructure (such as a "Smishing" link), RingCentral’s carrier-layer security correctly drops the text to protect the client's endpoint apps. However, allowing the automated notification daemon to still send an email copy of that exact phishing message directly to the user's corporate inbox completely defeats the purpose of the initial block. It creates a massive security paradox that confuses end-users and generates unnecessary IT support tickets.

    1. Reduces Corporate Phishing Attack Surfaces
       By delivering the verbatim contents of a blocked phishing text via email—complete with the malicious URL—the… more

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15. manually send a SMS message to call waiting on the other line

    If another call came in during an active call, I want to have a button that allows me to send an SMS message on the call waiting on the other line rather than holding the first line and then speaking to the second caller.

    2 votes

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16. Disable SMS account wide

    Subject: Disable SMS for every number in our inventory
    Description: I need SMS disabled for all 614 numbers in our inventory. would also like to request a new feature that allows us to do this directly in the admin center and not have to contact support

    3 votes

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17. Add outgoing sound/ding notification for sent SMS in RingCentral App

    Feature Description: I would like to request the addition of an audible notification (a "ding" or sound effect) when an SMS is successfully sent from the RingCentral app.

    Use Case / Business Impact: The legacy RingCentral Phone app used to have this feature, and it provided immediate, helpful audio confirmation that a message went through. Currently, in the unified RingCentral app, there is only a visual cue. For users who send high-volume SMS or multitask while working, an audio confirmation ensures they know the message was sent successfully without needing to constantly stare at the chat window.

    Desired Functionality: Add a toggle switch in the Notification settings (Settings > Notifications > Messaging) to enable/disable an audio tone for outgoing SMS.

    Feature Description: I would like to request the addition of an audible notification (a "ding" or sound effect) when an SMS is successfully sent from the RingCentral app.

    Use Case / Business Impact: The legacy RingCentral Phone app used to have this feature, and it provided immediate, helpful audio confirmation that a message went through. Currently, in the unified RingCentral app, there is only a visual cue. For users who send high-volume SMS or multitask while working, an audio confirmation ensures they know the message was sent successfully without needing to constantly stare at the chat window.

    Desired Functionality: Add… more

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18. SMS Signature

    Ability have a signature at the end of every SMS so there is no need to type it in manually.

    89 votes

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19. SMS usage threshold notification

    Allow SMS usage threshold notifications (e.g., 80%, 90%, 100%) to be sent to selected users or all users who are consuming the SMS allowance, rather than only to the Super Admin.

    1 vote

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20. retrieving deleted SMS

    an option or feature to retrieve deleted SMS or older messages

    28 votes

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