I think this will be more important amongst our high RSE industries but I have posted an idea about having Group message/texting amongst the dispatch/csr and technicians.
Basically, when we have a new problem (something never crossed before), something interesting, questions, etc. I like to have a group text with my techs. This way ideas can be shared and communicated in the moment. Phones Pro allows the dispatcher to mass text but it sends them out as individual messages not a group message. I have also needed to have 2 people in a conversation before and either had to use other methods. Dialpad allows for group messaging outside of phones pro so it's annoying that we lost features when we integrated to phones pro. If you would also like to see group texting please go up vote the idea.