Text messaging view change through desktop app

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You guys just changed the layout of desktop app, before we were able to see a list of phone numbers that we are communicating with over text on the left hand side pane. Now, those numbers are all hidden so we can not easily toggle between different text conversations. Rather, we have to press the back button, and go into the new text.

This is very stupid, because as a company that relies heavily on text message communications, you made it very hard for us to know what texts are pending a response at a glance, now our employees have to remember to go back and view a list to know someone has text them. I'd really like to know what genius came up with the stupid idea to change this layout, and how we can have it reverted back.
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Patrick Babaian

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  • PISSED OFF!

Posted 2 months ago

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ACCOUNT

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RingCentral does not understand high volume usage of their product because they don't use it themselves in that manner and they do not take feedback from anyone who does. You're better off with a different communications service platform.
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TCS Interpreting

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I have the same problem. It is not a big deal on my phone, but on the desktop I can not see when anyone msgs if I am currently in a conversation. This is very difficult and annoying because I typically have multiple conversations going at one time.
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Patrick Babaian

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Exactly, on average we have 5 to 10 conversations going on at the same time, with the old view we were able to see at a glance who needed a response (name was bold).
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CJ Williams

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Our company was holding out hope that Glip would become more usable. But it seems RingCentral is dead set on making calling and texting even more difficult in their new app.
Please listen to your customers RingCentral; this is a phone system and it should be easy to call or text a number/contact from the default screen, its that simple.
(Edited)
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TCS Interpreting

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exactly and to remove a feature that worked well is frustrating/annoying
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TCS Interpreting

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@ PRODUCT SUPPORT TEAM
I need the previous version of the desktop app, or this feature reinstated. This is IMPACTING my Business Communications DAILY. How do I get that. The methods available via google search do not have version 19.4 available
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Patrick Babaian

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Same! This is impacting our communication abilities big time. Why is no one from RingCentral answering?
(Edited)
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TCS Interpreting

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I have an open support case. They said they couldn't give me the prev version, but I'm pushing the point. I'm missing messages. Also, yesterday I discovered that if I search for a msg and continue an old thread the messages are not being sent. Multiple messages did not go out to my subcontractors yesterday. You can see/test this by viewing the threads on a different device. If they the new threads/convos are not at the top of the list, then your messages did not go out. The only way I can continue an old thread is to inititate the convo from my phone vs the desktop app. @PRODUCT SUPPORT TEAM please provide the previous version!
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Patrick Babaian

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Good to know, thank you for the update.. if you could keep us posted on your support ticket I'm sure everyone here would really appreciate it. Thanks!
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Arthur Ng, Product Manager

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Hello Everyone,

This is Arthur from the Product team, first of all, let me apologize for the inconvenience caused by this change in the RC desktop app.

As part of our efforts to improve our infrastructure for better stability and performance, we had to separate SMS from Glip messages because they are fundamentally residing in a different stack and doing so would help with the overall performance of SMS in terms of load and responsiveness on that page.

@Patrick Babaian, I understand that this change has brought about a number of inconveniences to your workflow and for that, I am truly sorry about it, we are evaluating all feedback from all of our customers and I would love for you to be a part of that for future development.

We are currently working on a new navigation system that includes text messages in the left panel. It is however in a closed beta, Would you be interested to try this out? (You would have to sign an NDA because this feature has not been released to the public yet)

Please note that all feedback would go directly to me and I will make sure that your feedback will be heard.

I promise this will be good! 


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Nic

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Thanks so much for this explaination Arthur! This is the awesome communication and the kind I would like to see more of. There are a lot of us that are IT leaders and appreciate the details and the reasoning...
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Patrick Babaian

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Hi Arthur, absolutely, add me to the beta, I'd like to contribute any way I can. Thank you.
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Arthur Ng, Product Manager

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@Patrick, I have sent you an email, we can take it from there. 
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Patrick Babaian

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Arthur I have signed and returned the NDA, can you please email me the link to the Beta? Thank you
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CJ Williams

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Id like to add that I hope we can get text messages added to the messages section of the mobile app as well. Our users find it very confusing that texts are under phone.