Admin Access for SMS of all Users

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  • Updated 10 months ago
  • (Edited)
I have a RingCentral Office Premium acccount with about 30-40 users. We have sales people making outbound calls and SMS messages... and customer service people taking inbound calls and SMS messages. I would like to have access to SMS history by agent in the admin area so I can review content of the SMS messages. We do quality control and coaching on calls... we would like to do the same for SMS messages as it is becoming a pretty dominant method of communication.
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DHM Executives

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Posted 10 months ago

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Maria Palomo

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I have the same request, we use Ringcentral as call center and customer point of contact, we are in California and any text counts for legalities, it will be helpful to have a handy history of the sms, 
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Chris Duquette, Champion

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being able to view them would be great, as an admin id assume you could always log into each extension individually but that would take forever.
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Jan Ferguson, Champion

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That wouldn't work as SMS/MMS texts are currently not logged. You cannot log into each extension and see a history of texts. Technically, the only way you could do that would be from the softphone or the mobile app but that would not give you a history...only the ability to see each text. Further if a user deleted a text there would be no record of it.
(Edited)