We need the ability to store and export SMS/MMS messages, their metadata and content (in case of audits, legal investigations, etc.)
If that data is too sensitive to store on your end, I'd ask that there be a functionality that can put it into our own storage. We can store Phone Calls and Fax (ours store on AWS), so why not text messages?
Right now text messages are only accessible to the agent involved in the conversation, and to store them each agent would have to copy them or screenshot them manually. This isn't feasible.
