Text from the same main user number

Please don't let this item slip. Our staff needs to be able to text from the main company number for a unified business appearance. The current work-around (having everyone log into the same primary account) is messy and doesn't allow us any tracking/auditing. Really looking forward to something we thought was already a feature!

Subject: Urgent Feature Request: Unified Communication and SMS Functionality

Dear RingCentral Team,

We urgently request an update to RingCentral's platform to include centralized SMS and unified communication functionalities. This is vital for Your Dream Home Improvements LLC's customer engagement and internal coordination.

Key Concerns:

1. The primary reason we chose RingCentral was the anticipated SMS feature allowing multiple users to text via our main line.

2. The absence of this functionality has led to operational inefficiency and client confusion.

Feature Recommendations:

1. Centralized SMS: Ability to text from our main line and assign clients to specific team members, similar to Podium.com's or Emitrr's capabilities.

2. Unified Interface: Aggregate messages from platforms such as Facebook, Google, and Twitter into one dashboard.

3. User Groups: Create designated groups for Sales Teams, Field Installers, etc., with customizable permissions.

4. AI Integration: Leverage AI-powered automated messaging to improve client satisfaction.

Implementing these features would elevate RingCentral's value exponentially, bridging voice capabilities with the efficacy of text communications. Text messages have a 100% higher open rate and offer greater customer satisfaction, suiting today’s busy lifestyle.

Please confirm if these updates are part of your 2023 plan, as this information is crucial for our decision-making.

Thank you for your prompt attention.

Best regards,

Nigel Abraham

Director, Your Dream Home Improvements LLC

It blows my mind that this is not a feature yet. The ONLY reason we swapped to RingCentral was because our sales rep said we could have multiple users text through the same phone number as a customer support number. Our drivers are furious and our customers are confused. I can't remember the last time I was this frustrated at a service.

Having the ability to see incoming SMS texts as a team (all users, or an assigned queue), as well as the ability to respond to those SMS from any user with access to the feature is essential. We got into RC thinking this was standard but now we see that it is still not resolved. Please make sure this feature is rolled out soon.

Our commitment to RingCentral last year, included the SMS delivery feature. Unfortunately, it was not until we completed the recent TCR registration, that we realized this limitation. Out use care and plan for customer communication is based on sending from our main number.

Other users below state the simple need for this better than myself. We need to know - is this a 2023 planned update, or not? Either answer will help us plan.

Thanks

So December 2022 has come and gone.....

Do we have an update when we will be able to select the main numbe as the default for outbound text messages?

Vonage has this option, and it works beautifully. We would have stayed with Vonage, but there were too many issues with their phone system, and the phones were down too often. But the texting worked great. Now we've got RC and it seems we've traded one problem for another. I believe Nextel was working on a group text off the main number late last year-not sure if they rolled that out yet. If RC can't get it together there ARE OTHER OPTIONS. Currently we added the Bee Text App (at additional cost) so it does meet our needs for the most part, but there is a lag time between when the text comes in and when the Bee App puts it up.

unfortunately, you still cant add a company number that is in a custom forwarding rule.... and this is still useless if you cant handle inbound messaging as described in https://ideas.ringcentral.com/ideas/CUSTCOM-I-1948

It's the same issue for me – it shows the only my personal extension phone number under "text from". For 10+ years this is the only number I'm able to send a text from. It has an impact on my business so I don't know why I haven't switched to a simpler provider with more relevant features. I just want to be able to send a text from the main company phone number, and that's still not possible in the latest RingCentral app version 22.4.34.6382 despite what has been claimed below over the years.

How do you add additional phone numbers to the Default text ID list? Right now I just see my personal RC Number.

In the app, users are able to select which number their outbound texts are sent through in settings.

Coming later in 2023, users will be able to select their outbound number in the separate messaging window (not just in settings).

Wanting to get an update on this feature release?

Is this available yet??? December 2022 has come and gone, and I don't see the feature yet in the latest version of the app.

We avoid using text messaging because this feature has been lacking for so many years.

Meanwhile our clients are practically demanding that we communicate using text messaging, and we would like to do this for our convenience too, but we actively avoid text messaging because we don't want to have clients contacting employees directly to their individual extensions and therefore missing the replies when those employees are busy.

As a tech company, this limitation is getting to be embarrassing at this point.

We will have to switch to a simpler and cheaper VoIP provider with more relevant features like shared messaging if this doesn't get added ASAP.

When is this anticipated to be available? It is causing numerous issues with my company. Only allowing the auto receptionist to see the company texts is a big problem.

Unfortunately that���s not the solution either. The ���operator extension��� is for voice calls. I clearly recall a specific field that allows you to specify the recipient of text messages sent to the company���s main phone number and that���s what I need your help with because I need to locate that field.

Sincerely,

Mike Sanders, Business Manager
Next Level Speech Therapy // 206.489.4559

There is a way to do this with a 3rd party tool, HelpWise [https://helpwise.io/] although not idea, it does work.

Hi Michael, it will go to the operator extension. Go to admin portal > Phone System > Auto Receptionist > General Settings > Company Call Handling > Operator Ext. Thank you!

Thanks but this doesn���t answer my support question that I submitted today. I���m wondering where it is in settings that currently specifies the individual who can receive/send text messages on behalf of the company number.

Sincerely,

Mike Sanders, Business Manager
Next Level Speech Therapy // 206.489.4559

This only addresses outbound ID. If you would like to see a more shared inbox group texting option, please vote for these ideas:

• Add a text message queue similar to the call queue

• Texts should go to multiple users