SMS feature request: Call center shared SMS. Team assigning, reporting and monitoring of SMS messages.

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  • Updated 1 year ago
  1. US
  2. Home & commercial service company 
  3. I would like to be able to assign SMS messages to different members of our team and be able to monitor and run reports on activity. Integration with a webchat would be valuable as well. 
  4. Consumers are moving away from voice systems and prefer messaging. However, the way Ringcentral is currently setup SMS communication is only one-on-one and there is no way to assign incoming messages to other users on my team. There's also no one really assigned to receive messages sent to our main company numbers.
  5. Better response to our customers and more streamlined communication paths between our office and customers. Will also allow us to advertise one number as both a voice and text number. 
  6. 10
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Michael Arndt

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Posted 1 year ago

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