Desktop App: Shared SMS handling for customer support

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We currently offer sms support to our customers by having them Text our main number for support.   But we had to do some tricks to get it working. We used to use One Reach for this feature.

This Idea Post is to setup the system to be able to have more than two of our support employees to receive/send texts from our primary support number via Desktop App and ideally be able to receive calls on their personal extensions at the same time (currently have reps use physical phone for direct calls and desktop app for support texts). 

We had to setup a "default operator" to our main number so inbound texts go to this number, give this main number an extension and login, and then assign two of our reps to login to the desktop app to handle the inbound sms requests (as Desktop App limited to two simultaneous logins).  
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David Knapp

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Posted 2 years ago

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Michael Arndt

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This is definitely a feature that needs to be implemented. offers a system that allows users to receive and respond to SMS messages that come from one specific number. It works really well but then you have the matter of having to deal with a different telephone number which can create confusion.
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Matthew Plummer

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I'm really surprised that this idea hasn't gotten much attention. We really need this as well. It would work very similar to a support chat such as ZenDesk where any user logged into that sms account could monitor and respond, with their name appended or prepended to each message. And, a transfer of the sms conversation should be possible to another sms account which could be monitored by multiple users in a department or just one individual user's account.

In addition, and requisite to this idea, we need the ability for one user to be logged into, monitoring and responding to multiple sms lines at one time, not just their own.

For example, we are a professional services firm with assistants supporting our executives and they need the ability to not only be logged into their own RC account services, but that of any execs they are supporting so that they can respond to low-level client communications via sms.

I don't think this necessarily needs to be handled in the app, but surely it could be accomplished within the RC website.