Multi user SMS DID assignment
When creating a SMS DID in the system it would be nice to have the ability to assign multiple user extensions to the same SMS number. This way any user assigned can send or receive messages and see when a coworker responds to a text message.
Use case 1
Reception team at a doctors office where all users can be watching for text message appointment confirmations. Any one of the staff can see text messages and respond and other users will be able to see the response from the other extension to the external number.
Use case 2
Support call center where multiple users are watching for inbound text message tickets can all be able to receive text tickets from clients on the main number. Any user can reply and work the ticket and give the end user a single point of contact.
Use case 3
Small office where not all users are available another user can see that there has been no response and jump in to assist.
Comments: 15
Oldest
•
Newest
•
Most likes
•
Fewest likes
-
24 Jun, '22
Gregory RobelOn use case 2, you can achieve this now with an SMS call queue. But it would still be helpful if no call queue is set up. This would also negate the need for a keyword to initiate the queue.
-
06 Jul, '22
Daniel Rosenrauch AdminHey everyone, just spoke with netsapiens and this is a planned feature
-
26 Jul, '22
Adrienne ShahHi Dan - do you have any feel for a date for this planned feature? We also have several customers looking for this. They are currently using the call queue but hate having to have the keyword to enter. Thanks!
-
08 Sep, '22
Daniel Rosenrauch Admin@adrienne apologies, i mustve missed your note here. they told us v44 so that would likely be Q3/4 next year depending on testing
-
13 Sep, '23
Daniel Rosenrauch AdminHey all, direct from Netsapiens:
Won't be 44.0, but we're looking at a lot of potential ways to offer a CPaaS 10 DLC type solution, separate to our chat and basic SMS/MMS implementation, think a new tab for this kind of functionality. But yes, I hope we have news about this in 44.2 or 44.3. We know this ask is very common/popular!
James Weatherson
Senior Director of Product Management -
03 Dec, '23
Dale Greenwood MergedWe have the need to be able to allow multiple users to send and receive SMS messages on a specific DID. Many of our customer's want their main number to be textable and they can not use the round robin technique. It should be one thread in a ring all type strategy so that anyone can reply and all can see the thread. This is what competitors offer.
-
13 Dec, '23
Daniel Rosenrauch System"Multiple Users with simultaneous SMS feature on one DID." (suggested by Dale Greenwood on 2023-12-03), including upvotes (1) and comments (0), was merged into this suggestion.
-
01 Feb, '24
Jonathan BaynesAny chance if netsapien isn't offering this feature that we could add integration with Textable? They work with Bandwidth.
-
22 Apr
Christian Karren MergedI have Hundreds of customers asking for the capability to be able to assign their main business number to multiple user extensions and to be able to see which one of their employees responded to that text message. This is a feature that lots of our competitors have and it has caused us to lose customers over the last 6 months because we can't provide this feature with SMS/MMS.
-
22 Apr
Christian KarrenAny updates on Multi User SMS DID Assignment and Shared SMS/MMS. The comments show Netsapiens was coming out with this back in 2022 4 years ago. Can we get a status update on when this feature will be available?
-
19 May
Daniel Rosenrauch System"Shared Texting" (suggested by <Hidden> on 2026-04-22), including upvotes (1) and comments (0), was merged into this suggestion.
Shared_Texting_wkee3x.png