Susan, are you using the RC App on mobile or desktop?
Either way, there are articles on our Support page that can assist with this.
Here's one for Desktop: https://support.ringcentral.com/article/manage-messages-ringcentral-app.html

If you can share more details about what you're seeing, we're glad to help further.
If you'd like to learn more about the RC App - please join us at our Webinar on Wednesday.
http://ringcentr.al/Nov18QA