New Features (For Softphone App): SMS Not Read Until Replied & Sort Order In The Text Section of Softphone App

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  • Idea
  • Updated 1 year ago
  • (Edited)
Idea #1) SMS Not Read Until Replied

I'd love to see your softphone app (we use the OSX version) to have a feature where we can not allow incoming SMS messages to be marked as 'read' until they've been replied to (unless we manually click the 'mark as read' button).

In our business, we always have the last message in communications with our customers (we view this as good customer service) so the current 'mark as read once an SMS is clicked' feature (in the Text section of the softphone app) isn't very functional for us. We want to make sure we never forget to reply to a customer and right now threads easily get lost.

Having this feature set to be enabled or disabled in the settings of the app would be perfect, that way if someone liked it one way or another they could choose to change it up easily.

Idea #2) 'Sort Order' In The Text Section of Softphone App

If 'replying to every customer message' is as important to others as it is to us, that also brings up the point of 'dynamically filtering SMS messages.' If you're in the 'Text section' of the softphone app, and there are 12 unreplied Text messages (based on the red notification bubble), then there should be an option to 'show unreplied messages first.' 

Basically, if you had a 'sort by' filter option in the Text section, and the choices were the following listed items, it would be amazing and everyone would love you :)
  • Date (latest messages sent - show first)
  • Date (latest incoming messages - show first)
  • Reply (unreplied messages - show first)

Thoughts on these two suggestions?
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Chais Meyer

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  • stoked that your team is so willing to help!

Posted 1 year ago

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Phong Vu, Devangelist

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Hi Chais,

Thank you so much for your suggestions!

We will discuss internally to see if your requested features could be implemented in the future release of RingCentral SoftPhone. Particularly, it would make sense to add such an option to the phone settings. The process may take long time though.

Meanwhile, would you consider to build a web app to customize the SMS feature the way you want? Our messaging APIs provide extensive functionalities to manage incoming and outgoing SMS/MMS. You can change the message's status, filter them as you want. You can also add automate messaging such as auto reply, A2P SMS etc.. If SMS communication is used extensively in your business, building your own SMS app would make much more sense to customized your needs or to deep integrate into your CRM system.

Check out this webinar to see how easy a RingCentral customer can build an SMS application. It is about A2P SMS though.

Let me know if you are interested so I can help with.

Kind regards,
Phong Vu
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Chais Meyer

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We are planning on developing our own messaging app with more advanced features, so yes. :) I appreciate the reply and look forward to hearing back from you on my other thread items!