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Status Under review
Categories RingCentral Phone
Created by Guest
Created on Jul 29, 2020

SMS: Add feature to monitor text messaging.

Such as number of texts send/received, and time to respond, etc.

Our business communicates with a large number of clients on a daily basis through phone, text, and email.

We regularly analyze our phone call data, such as length of call, time to answer, how many times one customer called, missed calls, etc. We use texting almost as much as phone calls, so we need to see similar data about our text messaging.

The benefits of such a feature to me seem obvious, that we will be able to track our progress as a business and to see places where we need to improve. Its very important to see the data of how the support team is communicating as a whole to our customers.

Product Line RingCentral Phone
  • Admin
    Jessica Hernandez
    Apr 21, 2022

    Hi Tracey, I'm not sure offhand, but you're able to contact the vendor via the link I posted previously, and they'll be able to answer any questions you have!

  • Tracey Lulek
    Apr 21, 2022

    Does RingClone also provide in depth information on audio conference calls and monitoring/tracking of those?

  • Admin
    Jessica Hernandez
    Apr 21, 2022

    Hi everyone,

    As a potential workaround, I would like to suggest the RingClone integration. RingClone includes support for:

    • Voice data (recorded calls and voicemails)

    • Voice logs

    • Multiple call legs

    • Complex recording and voicemail results

    • Fax activity and images (including all attachments)

    • Fax logs

    • SMS/Texting activity

    • Text conversations

    • SMS/Texting logs

    • Team messaging conversations


    There is a cost associated, put a lot of customers have found success with this premier partner. Learn more about RingClone here: https://www.ringcentral.com/apps/ringclone.


  • Brian Ciarcia
    Apr 21, 2022

    How is this not an option yet? Especially if you are promoting this solution in the healthcare realm. Having the ability to monitor SMS messaging for PHI is an absolute must!!! We had to turn texting off for this reason.

  • Ashish Mainali
    Apr 21, 2022

    absolutely.

  • Guest
    Nov 17, 2021

    Yes this is very much needed

  • Guest
    Sep 28, 2021

    In analytics portal be nice set up just like the calls reports.

  • Andrew Chavez
    Feb 16, 2021

    Internal messaging should also be analyzed. Since the two systems are separate, if one is being audited, the other may be used to circumvent. Therefore it would make sense to audit both.

  • Guest
    Nov 17, 2020

    This would be a great addition to the analytics portal.

  • Emeth Gym
    Nov 3, 2020

    It would be very helpful to see calls AND text messages per contact - so we could see all in/out communication without searching different areas for calls and texts.

  • Guest
    Oct 9, 2020

    This would also help our company to ensure accuracy of information is our CRM software.

  • +70
4 MERGED

Access to Text Message Log for Supervisory Purposes

Merged
For companies utilizing the texting feature with clients, customers, employees, etc., there should be the ability to have oversight with these text messages for supervisory and quality of service purposes.
Guest about 1 year ago in RingCentral Admin Portal 0 Under review