SMS feedback: improve UI and queue features

[malex]

The new SMS feature works pretty well for the most part. I'm looking forward to the MMS feature coming to a future release. Here are a couple points of feedback so far:
1. Happy to see delivery confirmation is baked in already
2. I'd like to see an option that lets you set the default outbound format so that when you select a contact it doesn't ask to add + to the number. That isn't user friendly in an all US environment.
3. If I've archived a conversation but then try to start a new one with the same number, I get an error saying there is an "active conversation" already. Deleting the conversation directly without first marking it "dealt with" could streamline this. Maybe a prompt to the owning user to transfer and/or unarchive would be helpful too.
4. Transfer to queue would be a great addition. You can "take" from a queue, you should be able to give it back.
5. Sending an SMS "from" a queue would be handy for initiating a group conversation.

 

[malex]

It would also seem that logging is missing for SMS. Similar to call log, I'd like to see SMS log. This should have an option to include content.

 

[Evolute IT]

- SMS logging into the CRM
- Quick add to CRM (and not the company phonebook, or let us choose) (it could use the same CreateContactRecord)

 

[malex]

- Allow a message to remain in the queue for messaging out as a group (don't automatically "take" the message)
- Outbound webhook for getting sent and received messages into CRM (as mentioned here and in Frederick's message)
- CFD integration in general
- When MMS comes, the ability to work with a group of external contacts in a single message, along with the queue group, for many-to-many and single-to-many, messaging

 

[Evolute IT]

CFD integration in general

Didn't think of that but yeah, the ability to send SMS in the CFD would be really nice.

Also, could we get something like callback reminders via SMS? That'd be cool (for those in queues who requested a callback.)

 

[FridayIT]

- ability to have an SMS queue, but not "notify" users who are in DND or away when a message is sent
- better audit abilities for managers, such as being able to see past messages
- "conversation merging" if a client messages later, there should be a way to pull the previous conversation from the archived messages

 

[Evolute IT]

- "conversation merging" if a client messages later, there should be a way to pull the previous conversation from the archived messages

YESSSSSS.

- better audit abilities for managers, such as being able to see past messages

True, right now, the Monitor tab only shows active conversations. However, the previous suggestion would fix that.

- ability to have an SMS queue, but not "notify" users who are in DND or away when a message is sent

You can already have an SMS queue. Then, a user of that queue can take the chat. Managers can monitor. However, DND/Away is not taken into account, like a call would do. This could be a great addition but I would have that as a queue setting. "Send chats to Unavailable users", checked by default.

 

[N_G]

Thanks for all this feedback...

Things defintely on the radar

Some SMS log like a calling log
Ability to create a CRM contact from SMS

RE the point of adding a + - this is probably because your numbers are not stored with a plus. You are right that 3CX does not enforce anything in that area, but i believe this is what needs to be done first, for contacts to have e164 numbers. In v18 we will convert caller ID to e164....

 

[TitleRequired]

Id like to see the ability to use an alphanumberic sender ID for outbound messages.