SMS: Add feature to monitor text messaging.

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  • Updated 4 weeks ago
  • (Edited)
Such as number of texts send/received, and time to respond, etc.

Our business communicates with a large number of clients on a daily basis through phone, text, and email. 

We regularly analyze our phone call data, such as length of call, time to answer, how many times one customer called, missed calls, etc. We use texting almost as much as phone calls, so we need to see similar data about our text messaging. 

The benefits of such a feature to me seem obvious, that we will be able to track our progress as a business and to see places where we need to improve. Its very important to see the data of how the support team is communicating as a whole to our customers.
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josh Brajtman

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  • hopeful this feature will be added

Posted 4 years ago

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Ashleigh Clark

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This reply was created from a merged topic originally titled SMS Monitoring.

1. U.S.
2. We are a travel nurse staffing company.
3. It would be beneficial for us to be able to track SMS messages individually by user. Sent and Received
4. We would use this feature to see how well our potential clients are being reached and even retained by SMS. It would allow us to see if this feature is allowing us to connect with our nurses as opposed to just phone calls or emails
5. Benefit would be to allow us to track our communication habits and how they affect our business and relationships with our clients
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HERRINGTON

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  1. U.S.
  2. A small aging life care practice
  3. Being able to access employee text messages, and retrieve if deleted
  4. We had an employee delete a text message that later she wanted to access again.  As employer, I would also like to be able to monitor and reference the work done through SMS, just like with emails.
  5. Record keeping and work flow analysis
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MACAVINTA

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This reply was created from a merged topic originally titled SMS Message Access from Admin login.

Be able to see a log of the text messages in and out from the admin portal. 
Be able to see the actual text messages for monitoring purposes, to ensure that the SMS is only being used for business use. As this will display the company number on outgoing text messages, we'd like to filter the messages being sent out to protect the company name. 
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Ari Goldstein

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This reply was created from a merged topic originally titled New text message feature for multiple extensions.

I have a US business account, with two users. Together we have three ringcentral lines: 1 main business, and 2 direct extensions. 

Both she and I are logged into the Mobile app under the main business line. We are a law firm, and sometimes a client texts our business line with a question. 

I would like a feature that would allow her to respond to the question, and when I log into my ringcentral app I can see the exchange between them, and vice versa. Or possibly make that a feature of the Admin account, where the Admin can choose who is able to read the text exchange. My concern is that if I'm out of the office and she asks me to take over the conversation, I can see what she has already told the client and jump right in.
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Chaney

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I would like the ability to track SMS messages to users as well. I currently do not see this as an option within RingCentral and would like to have the ability to check the logs like you can for phone calls. 
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Chaney

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This reply was created from a merged topic originally titled SMS tracking.

1. U.S.
2. School
3. To have a SMS log similar to the call logs users and admins currently have that can be reviewed/monitored.
4. We have a user that functions as a number for employees to use to call out sick. The options for the employees to utilize this line are via phone and SMS messages. These are forwarded through an email address and then sent out via a distribution list to a certain list of email accounts since that option is also not currently available in RingCentral.
5. To verify that SMS messages are being received and that the notification process is working properly.
6. NA 
7. Currently we have 43 users in the system but the sick line we have in place services over 100 employees. 
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Greenspring Funding

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We have salespeople that will make 200 outbound calls a day and then other salespeople that will create their own inbound calls by sending out 400 text messages a day. We are able to track the people making outbounds but there is no way to monitor our user's activity is they are working via SMS which is an extremely effective communication tool in our industry of sales. 
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Customer Service

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Seems like a lot of people are having the same issue I am , I need to be able to track and save the whole text conversation, it wont even allow you to right click print screen nothing this is a major issue please help!! Also the admin should be able to see all text messages that have been sent from all extensions 
(Edited)
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Nick Evangelista

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This reply was created from a merged topic originally titled SMS TEXT MESSAGE TRACKING AND REPORTING!.

How about adding some SMS tracking & reporting? Very CRUCIAL INFORMATION! We need to be able to track and view reporting on inbound and outbound text messages. This is crucial information in today's marketing. 
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Chaney

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It has been over a year and I have seen no updates on this feature. SMS communication is continuing to grow in scope and practice. I like RIngCentral but the delay on this particular feature is causing us to start looking for other options. 
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Van Yon REALTOR

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After being a RingCentral user for over two years, and previously seeing old texts, I was searching for text communications history with a couple of clients on a critical issue, only to learn that the text history was automatically deleted by the RingCentral servers. Its very frustrating that RingCentral is so non-responsive to include features that are actually critical, and expected, by subscribers however ignored by them while they instead work on features that no one really needs. 
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Jeff Kooiman

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We are a staffing business and critical to see our activity that drives towards both clients as well as employees.  The analytics for tracking call volume is great, but with the younger generation using txt significantly more that phone call/email, we have begun using the text feature within the ringcentral web app to reach out to people.  It is important to be able to track the number of text conversations that are happening each day, just like we do for number of phone calls.
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Bobby Craig

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This reply was created from a merged topic originally titled Super Admin Functions Needed.

As a super admin in ring central, we should have the ability to see all text messages that comes to the operator number in the ring central App and desktop application. We should also have the ability to monitor our other extensions calls etc from the app and desktop application as a super admin! thank you
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Marco Tassara

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Ring Central Admin Product Managers,
SMS logging data is clearly not made available in Admin Portal Reports. I would initially assume its held up in Legal due to telecom regulations but I can now retrieve all the SMS data via your API.
This leads me to ponder if the UI team is up to bat.
Please just give us all some real feedback.
(Edited)
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Brian Keaney

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This thread started 3 years ago?! Must be a backlog in the roadmap. ;-) ...so frustrating we can't search/monitor SMS interactions but we can calls. I'll be checking back.
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Marco Tassara

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It's all in the API. That's all you'll ever hear. If we ever want a report that should obviously be available then we had better become a programmer.
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Julia Judge

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Marco - speaking as a non-programmer, when you says it's all in the API, are you saying that someone with some tech savvy would be able to pull in the data through the API, even though it's not available readily through the user portal? 
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Chaney

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I know that I have called them and they were able to pull the last 100 SMS messages into a list/report. 
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Julia Judge

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Interesting - so it's possible by request. Thanks Chaney.
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Marco Tassara

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Yes it is possible through the API. Most web applications have API abilities beyond what has been developed in the GUI. 
What lacks sense is why the log of only SMS has been excluded from the reports view.
(Edited)
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Julia Judge

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RC Team,
Seeing as this has been a topic for a while now, is it possible to create this? Even if at first it's just a data dump that we can manipulate in Excel, etc, it would be so helpful to be able to have written records of conversations. It's crucial to have a log of text exchanges between us and customers so that we can make sure everyone is being served with quality. 
Julia
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Backup Office

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This reply was created from a merged topic originally titled Track all sent and received texts, calls, faxes. Everything..

I need to track everything within the desktop application. This way i can make sure the quality of the job for each agent i have in my company. this is key to me