Add Advanced Rules to block or forward SMS / Text Messages

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We have multiple main numbers.  Each number is an office number for different locations and those numbers are pointed to a call queue.  For example we have 614 xxx-xxxx is going to our Columbus call queue and 336-xxx-xxxx number is going to our SalemWinston call queue and 765-xxx-xxxx is going to our Muncie call queue and so on. 

The problem we have is when someone sends a text message to these main office numbers, there is no way to route this text message to a specific extension like you can the actual call.  We are in the real estate industry and our clients often use text messaging and they will text our main number.  Right now, all the text messages sent to these numbers end up in the operator desktop app. 

Would be great to be able to route text messages like you do call flows, being able to route a text message to an extension or multiple extensions.  Additionally, when the text message arrived in the extension, the notification of text message would kick in also.  Would need to be able to do this a call queue as well.   
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Chris Zimmerman

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Posted 5 years ago

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Ty Palmer

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This reply was created from a merged topic originally titled Read/Reply to texts from extension user account.

We have two secretaries in our office whose responsibilities vary, but they both need the ability to read and reply to texts that come into the office on the SAME main office line number.  It appears only one user is allowed this ability.  Is there a way to make it so users on separate extensions can read and reply to SMS on the same main office phone number?  I know we could have one log in to the other user on her cell phone, and the desktop app on her computer for the calls to route properly, but the reason we switched to RingCentral was to get away from our employees having to use their personal cell phones for company work.
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Michel, Champion

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We need rules for routing text messages as well, but more so for during or outside of office hours.  Setting up advanced rules similar to voice call handling would be very usefull.
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Corinne Wisowaty

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Text forwarding is absolutely essential to businesses operating in the modern world where customers routinely use text messaging to communicate with us. I am disappointed to see that this feature has been regularly requested over the last 4 years and RingCentral has yet to address it. At the very least there should be a way to set up auto-responses so that we can redirect customers to a different number when necessary.
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Gary Sparks

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What shocks me about RingCentral (and I'm a very new migrant from another provider) is that such basic functionality is missing; and that there doesn't seem to be a sense of urgency from RingCentral to meet these kinds of needs.  
It's not just SMS text message routing, it's other issues I've noticed in the past two weeks, too.  The responses usually range from "it's not on the roadmap" to "we don't have an ETA" to "great idea, I'll pass it along."  Requests are made, and there's no movement or update for sometimes years.  That's right... "years"!
I guess my question really is, WTH are the RingCentral programmers actually doing every day??  Some of this functionality could be programmed by a competent high school graduate or college student in a matter of hours.  I just don't get it.