Thanks for raising this. We’re validating the idea and are deciding between two potential approaches - we wanted to confirm whether the setups we have in mind meet your needs or are too cumbersome.
1. How you’d configure it today:
- Would you be comfortable configuring per-agent queues/channels (Channel Permissions + mapping a specific SMS number to a specific agent via a dedicated queue/folder)?
- If not, what makes this hard at your scale (admin overhead, reporting fragmentation, something else)?
2. Routing & work mode
- For inbound replies, should they always land with the named agent? What should happen when the agent is OOO or leaves (fallback to queue/backup, reassignment, auto-notify)?
- Do you prefer push routing or a folder/cherry-picking flow?
- In folder mode, should these conversations be agent-only, or should team/supervisors still see/search them?
3. Outbound rights: For outbound, should only the named agent be allowed to send from “their” number? Any exceptions (supervisor coverage, holiday replacement)?
4. Reporting: Is there a minimum agent/DID-level KPIs you need (e.g., conversation count, messages, first-response time, resolution) and any CRM logging needs?
5. Numbers / provisioning: Do you plan to reuse RingEX user numbers as the agent’s SMS DID, or provision new numbers?
Thanks for raising this. We’re validating the idea and are deciding between two potential approaches - we wanted to confirm whether the setups we have in mind meet your needs or are too cumbersome.
1. How you’d configure it today:
- Would you be comfortable configuring per-agent queues/channels (Channel Permissions + mapping a specific SMS number to a specific agent via a dedicated queue/folder)?
- If not, what makes this hard at your scale (admin overhead, reporting fragmentation, something else)?
2. Routing & work mode
- For inbound replies, should they always land with the named agent? What should happen when the agent is OOO or leaves (fallback to queue/backup, reassignment, auto-notify)?
- Do you prefer push routing or a folder/cherry-picking flow?
- In folder mode, should these conversations be agent-only, or should team/supervisors still see/search them?
3. Outbound rights: For outbound, should only the named agent be allowed to send from “their” number? Any exceptions (supervisor coverage, holiday replacement)?
4. Reporting: Is there a minimum agent/DID-level KPIs you need (e.g., conversation count, messages, first-response time, resolution) and any CRM logging needs?
5. Numbers / provisioning: Do you plan to reuse RingEX user numbers as the agent’s SMS DID, or provision new numbers?