Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications

Product: RingCX

Feature Category: Digital Channels / SMS Messaging

Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.

Requested Enhancements:

1. Bulk Deletion of Unread Digital SMS Messages

Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one at a time.

Benefit:

Reduces administrative effort and time spent managing message queues.
Improves inbox cleanliness and organization.
Helps teams efficiently remove spam, test messages, or obsolete conversations.

Suggested Functionality:

Multi-select checkbox for unread SMS conversations.
"Delete Selected" action for bulk operations.
Role-based permissions to control who can perform bulk deletions.
Confirmation prompt before deletion to prevent accidental removal.
2. Email Notifications for Unread Digital SMS Messages

Provide the ability to send automated email notifications when digital SMS messages remain unread for a configurable period of time.

Benefit:

Helps prevent missed customer communications.
Improves response times and customer satisfaction.
Provides additional visibility for supervisors and agents responsible for digital channels.

Suggested Functionality:

Configurable notification thresholds (e.g., 5, 10, 15, 30, or 60 minutes).
Notifications sent to assigned agents, supervisors, or designated distribution lists.
Option for recurring reminders until the message is read or addressed.
Include key details in the notification, such as:
Customer phone number
Queue or inbox name
Time message was received
Direct link to the conversation

Expected Outcome: These enhancements would improve operational efficiency, reduce the likelihood of missed customer messages, and provide better oversight of digital SMS interactions within the RingCX platform.