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Allow text messages sent to the same company number that the call queue is answering to be answered by any user in that call queue. Allow them to send messages from the company number and have a unified spot so that multiple users can respond. As our CSRs go off and on shift they should be able to pick up a text thread with a customer.
PLEASE get this programmed. This is a much needed and highly sought after feature.
So as I found out today we are stuck with our current SMS provider until we are given a solution.
We receive lead texts on our main company number (assigned to a queue) which is currently routed to a third party SMS provider where we have users assigned on the app in order to respond via the same number. Had thought that Ringcentral could simply route SMS's to the users app where they could respond in the same manner - Nope. And judging by this thread we'll be needing to use a third party service for a long time to come.
Currently utilizing sms for inbound leads is literally unusable. Did anyone consider consulting with a business that actually uses SMS on a daily basis to see what they need, or simply take a look at what competitors are doing in the SMS space? This is basic stuff at this point in time.
Is this feature ever coming?
unfortunately, we still can't add a company phone number for texting. This is really frustrating
Would also like to add that it would be incredibly helpful (and likely draw MORE people into the RingCentral App space) if the multi-user SMS threads had much of the functionality the native 'Message' tab has. I realize you can't integrate reminders, etc with SMS recipients. But the ability to do things like assign notes, tasks, meetings, etc to an SMS thread would be SO helpful. Right now it's so hard to track what SMS threads have been 'handled' - you try not to read one until you can handle it so you know 'unread' means to do. It seems like you could take a subset of the functionality that already exists for the Messages chats and allow them to be used in the SMS space. Again - understanding the SMS recipient isn't going to see all that - it would be local to the RC users - but being able to utilize the whole right panel Pinned/Files/Images/Task/Links/Notes would be incredible. Even better - why not make SMS threads an extension of messages - that way you can easily assign which RC users are allowed to read and respond to an SMS thread - along with all the RC Messages stuff. That would be the true integration.
This is something we need as well. As a workaround, we have shared one logon for our whole team to use. We all text so that multiple people can monitor and text to/from. Agents can do this from the phone on their app or computer if they are using a deskphone. We are transitioning to using softphones and until their is a solution, we will use the app on our cell phones or other devices to continue to all use the same number to text to/from.
Any news on adding this feature?
We are looking to implement this feature and it is hard to believe it has not been implemented with it being requested since 2020 (or before).
Yet another thing I didn't check for in the specs upon transferring our service over to RC. Please let us know where this falls on the roadmap? I am even more inclined now to switch back to our old service...
I need to be able to view and reply to text messages sent to the main company number from within the mobile and Mac apps. Currently, only text messages sent to my personal number show up in the apps. And company text messages are only forwarded via email to me.
It's definitely a big needs for the 2FA.
Would be a great feature for helpdesk staff. Can be added to the call queue groups themselves to allow or not allow texting at that number with the ability to accept text, and then forward it everyone on the queue and any overflow queues as a one way text receipt for urgent system alerts, 2FA authentication, etc.
Can't believe this still hasn't been added to the system yet.
it is absolutely laughable we had to "vote" on this and it isn't available already. UGH.
completely agree! why don't we have this already?
Zoom does this already, why can't RingCentral?
Please add this soon! I don't want to have to pay for more services from someone else when Ring already handles sms
I got an email this morning with the contents of a text we received to a Call Queue I'm a member of. I can't believe it doesn't show up in my RingCentral app and I can't respond to the text from the call queue number.
It would be great to have a group text thread for each Call Queue. That way the whole group can see if incoming texts have been responded to.
Is there currently any way for multiple users to receive SMS messages?
Cj, thanks for your comment! We will take a look at these, and merge if necessary. Thank you for contributing to our ideas portal!