Settings and activity
10 results found
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722 votes
SMS for Call Queues is coming-- as in if a text is sent to a call queue number, there will be an inbox available for one agent to respond to those SMS.
I know the core of this request is to have a shared SMS inbox where multiple people can send and receive SMS from the inbox. Our product teams are aware of this ask, but I do not have more information about if/when this segment of the ask is coming.
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Steve
commented
If the inbox is not shared it's about as useful as the current setup (useless).
One team member cannot be on call 24/7 and be responsible for all inbound / outbound SMS messages.
The feature was promised to us as just a few months away when we signed up with ringcentral (2 years ago). Then we were pushed to ideas, then we got a Q2 date and a year later we don't even have the dollar store version above?
Steve
supported this idea
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An error occurred while saving the comment Steve
commented
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.
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10 votes
An error occurred while saving the comment Steve
commented
We use on-call staff and a third party answering service to handle queue overflow via timed transfers - it's critical that we can see exactly who picked up these calls.
Steve
supported this idea
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101 votes
Hi everyone, we hear your feedback and understand this is a pain point. Our product team is currently exploring options to get this addressed. Thank you!
An error occurred while saving the comment Steve
commented
Any update on this ? .... we're 3 into this being a problem without an status update.
Surely you can simply turn the feature off completely and leave it at the discretion of the company to notify people to stay in compliance if required in that country / state.
Steve
supported this idea
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33 votesSteve
supported this idea
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3 votes
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1 voteSteve
shared this idea
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3 votesSteve
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3 votesSteve
shared this idea
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3 votesSteve
shared this idea
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235 votes
Learn how to set up and apply a holiday call handling template as an admin here: https://support.ringcentral.com/article-v2/Setting-custom-holiday-rules-for-user-extensions.html?brand=RingCentral&product=RingEX&language=en_US
If the inbox is not shared it's about as useful as the current setup (useless).
One team member cannot be on call 24/7 and be responsible for all inbound / outbound SMS messages.
The feature was promised to us as just a few months away when we signed up with ringcentral (2 years ago). Then we were pushed to ideas, then we got a Q2 date and a year later we don't even have the dollar store version above?