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1:1 SMS per agent

Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.

We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.

Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability and visibility of agent communications
- Improved sales workflow and follow-up via direct SMS
- Better integration of SMS with individual agent workflows in RingCX

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Ayra shared this idea  ·   ·  Report…  ·  Admin →
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  • AdminKrum Zahariev (Product Owner, RingCentral) commented  ·   ·  Report

    Thanks for raising this. We’re validating the idea and are deciding between two potential approaches - we wanted to confirm whether the setups we have in mind meet your needs or are too cumbersome.

    1. How you’d configure it today:
    - Would you be comfortable configuring per-agent queues/channels (Channel Permissions + mapping a specific SMS number to a specific agent via a dedicated queue/folder)?
    - If not, what makes this hard at your scale (admin overhead, reporting fragmentation, something else)?

    2. Routing & work mode
    - For inbound replies, should they always land with the named agent? What should happen when the agent is OOO or leaves (fallback to queue/backup, reassignment, auto-notify)?
    - Do you prefer push routing or a folder/cherry-picking flow?
    - In folder mode, should these conversations be agent-only, or should team/supervisors still see/search them?

    3. Outbound rights: For outbound, should only the named agent be allowed to send from “their” number? Any exceptions (supervisor coverage, holiday replacement)?
    4. Reporting: Is there a minimum agent/DID-level KPIs you need (e.g., conversation count, messages, first-response time, resolution) and any CRM logging needs?
    5. Numbers / provisioning: Do you plan to reuse RingEX user numbers as the agent’s SMS DID, or provision new numbers?