Ability to Respond to Group Messages from Outside Numbers

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It appears that there is a known bug in group texting now that the MMS feature has been deployed.  I opened a support ticket - I think ticket 50034? and was told this is a known issue.

Here is the scenario:
  1. Customer (not RC) sends a 'group' message to multiple people at our company (all RC).
  2. All employees/users receive the message.
  3. One or more employees attempt to reply and receives the error below:
"Message is not sent.  Recipient extension is not found."

I am assuming this is due to the fact that the system doesn't realize the other user is an "internal" user and thus does not translate the external number to an internal extension.

Please help as this is VERY FRUSTRATING since we have customers text more than they email.
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Scott McClannahan, Champion

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Posted 1 year ago

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Saadet - Community Support, Official Rep

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Hello Scott,

I'm going to see if I can replicate this occurrence 
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Peter Rifkind

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I am encountering a similar scenario in group text with just outside numbers.  Please let me know if you need any information from me.

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Saadet - Community Support, Official Rep

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Hello Scott & Peter,

This is a fairly new feature that we rolled out and currently it does have some limitations. Our KB Article goes through these.

4. Are there limitations to this feature?

Group messaging has the following limitations:
 • Group messages only work with extensions and contacts in Company Directory.

• Sending group text messages to an external number or a personal contact results in a message sent as separate text messages. (Sending a text message to an external number is available for US and Canadian accounts. RingCentral UK accounts can only send text messages to contacts within the Company Directory.)
 
• Once a group message is created you can’t add or remove somebody from the group. 
 


That being said, I have changed this to a feature request for our Product Team to review and for others to vote on!
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Scott McClannahan, Champion

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Hi Saadet, based on your article, I would still contend that this is a BUG.  The KB says "group messages only work with extensions and contacts in Company Directory" - however that is clearly not the case.  If an outside user (as in my example) sends a group message the entire group DOES RECEIVE the message.  According to the KB article, when responding to that message it should create SEPARATE TEXT MESSAGES which would be fine but instead, you get the error message both myself and Peter have experienced.  

This is causing MAJOR problems because an outside customer thinks  they are able to text all members in a group and if one of those members responds, none of the other members know abut it.

Therefore, I would still consider this a BUG.
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Van Yon, REALTOR

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USA - I have very similar problem with a slight difference. When an external customer send sms/mms to my RC extension AND to other non-RC external tel numbers as a group message, I receive the text, however all the other recipients are identified as "null". In the copy that goes to email  conversion, the other contacts are identified as listed in the personal contacts list.  If I attempt any reply, I also receive the error message "Message is not sent.  Recipient extension is not found." This is a significant issue as I must figure out everyone that was sent the message, create a private response & copy to all parties individually. Once a customer/client is sending a text to my RC #, they are expecting it to work as most of current apps. Cannot explain to a client its ok to send me a text, but not a group text! 
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Greg Wilcox

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Has this issue been resolved?  I am experiencing the same results, "Recipient extension is not found" AND "Null, Null"...
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Scott McClannahan

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No Greg it has not.  It's only been SIX MONTHS since my original post.  I have talked to RC "Level 2" support multiple times and I have sent them at least 20 or 30 "examples" where this is happening.

Despite all this, there is still no resolution and every time I talk to someone from their "escalations" team I am told that this is "working as designed" so apparently they "design" software with bugs and that's ok. 

Either that or I guess they just don't care.
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Van Yon REALTOR

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This issue has definitely has not been fixed to work as it should. I still experience the same results, and most recently yesterday, Jan 30, 2018. Apparently those in charge at RC do not believe this is a significant flaw in the operation of the system. Van Yon, broker, Commercial Realty of Georgia.
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Alber

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It is a huge flaw Van yon, its very annoying that I cannot respond back to the group text when doing business or just replying to friends who group text me.  I've called and emailed many times about this issue. 
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i think they should be combined so everyone can vote 1 time and not have to track down separate posts. i believe this other thread is asking for the same thing. correct me if im wrong.

https://community.ringcentral.com/ringcentral/topics/text-message-group
(Edited)
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Ryan Gossett

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RC - Fix this!  $400 per month for my little business. Group text should not be an issue.
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Alber

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Yeah I am waiting on RC to update their code so we can integrate outside and inside (inside company) texting. I often times text multiple partners and clients on a RC text that includes outside cell company phones from Sprint, Verizon, Metro PCs, and many other company's. we dont always have time to add everyone to glip to get everyone to download the app. They just want to group text and currently RC wont allow group texting responses to work as I have to manually text each person individually which is really burdensome right now.
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Cameron Saemann

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Im running into this lately where a client send a group text (husband and wife) where I am the recipient, and I can't respond.
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lori@bytewize.net

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YES, same problem here and it's a PIA with my clients (and friends) that do group txts.  I basically have to use my cell phone's txt messaging app which defeats the purpose of not giving out my true cell phone number.

RC...do you have an ETA when this will be fixed?
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Saadet - Community Support, Official Rep

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We are working on this. However, I was not given an ETA from our Product Team. But once I learn more, I will share!
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Alan Dratch

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I'm reading a bunch of group text to me and two other people and I can't respond. If this is not fixed very soon I'll need to give up on RC texting and give out my cell phone number for text. I can't believe it can take this long to fix a bug. As I said before, imagine using an email client that did not let you do a "Reply All." How am I supposed to convince someone they should use the same system I use?
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Scott McClannahan

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Guys, I would go ahead and give up on this one. You should probably just give out your cell phone numbers and not count on RC for texting. The truth is, I reported this almost a year ago and they still haven't fixed it. I have talked with multiple developers and they consider this working as expected. Apparently in 2018, 10 + years after texting was invented, it is not expected that you should be able to reply all to a group text message. Thanks RC, we all appreciate the great investment you made in texting but you forgot one critical part, kind of like a motorcycle without both wheels.
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Luke Henry

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Really need this feature as well. 
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Bill Morkes

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Need this feature!
(Edited)
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Kevin Whiteside

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They just released 10.1.2.31099...this still hasn't been addressed.  It is a bit misleading as a RC Partner to tell clients that RC can "txt".  Not being able to "group txt" is a huge and very basic function why is this so hard to address or is this just being ignored?
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Ryan Gossett

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RC - is this going to be addressed soon? It might make everyone feel better if you at least posted a response explaining what the big hurdle is.
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Scott McClannahan

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Guys - please understand - RC is not about "serving the customer" and fixing major/minor issues like this.  They are about one thing - making money!

You will notice that over the past several months most of their development efforts have gone into new features that they can upsell in larger plans.  That should be clear evidence (along with the lack of response on this thread, my original ticket, as well as others) that they don't really care about providing a QUALITY product. 

My suggestion is to either find another provider (good luck) or continue to CALL and create trouble tickets for EVERY SINGLE CUSTOMER.  Eventually, maybe they will figure out that this is actually a problem!
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Alan Dratch

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I agree with Ryan. Why isn't anyone at RC involved in this thread? At least tell us that this will be fixed soon, it will be fixed in a couple years or this will never be fixed.  As the IT guy for many companies, I am supposed to have the latest technology. I'm tired of explaining that my text app can't reply to group text.
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Mike, Official Rep

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We recently got word from one of our Product Manages that this is tentative for sometime in 2019.  Sorry we can't give you a definite date. 

Mike 
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Luke Henry

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Where can we see a clear timeline of priorities? From the response, it's obviously not a pressing priority or the PM's need to be fired. hmmm...

How many companies need to be onboard to get a feature pushed through? Or does customer opinion not matter? 
(Edited)
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Mike, Official Rep

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Luke,  Customer opinion does matter which is why we have these discussion on our forum. However, we don't publicly post any sort of timeline of priorities or planned releases. Nor do I know of any company that would do this.  In order for us, or any company to maintain a proprietary business edge on the competition, it just doesn't make sense to advertise what releases are on the road-map and their dates. 

What I can say, is that RingCentral has a quite aggressive release schedule. We push out major updates every 8-12 weeks, or about once per quarter, or even more frequently on the New RingCentral unified (Glip) application.  

We understand eveyrone's frustration but it's literally impossible to develop every request asked for. Votes and comments on this forum do matter very much and our product team reviews these on a very regular basis.  Unfortunatley there's not  a specific formula, number of votes etc that trigger a feature to be developed. 

For more info please visit:  How many votes does it take to get a feature request implemented?


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Rob Schaerer

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I think the thing that is most frustrating is that it seems so close. I do app development on the side and I feel like this wouldn't take a whole lot to figure out. Only thing I can think is that there is some sort of a larger infrastructure change that is being worked on before anything else gets updated?

Group messaging is an essential feature and will be the reason we are leaving ring central, unfortunately.
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Kevin Whiteside

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Mike,
It is very much appreciated to have an official RC voice in the forum here...so thank you for that.  I think we can all agree that asking a "large" company to post timelines and respond to feature requests at the snap of a finger is unreasonable.  However, I have been in multiple "dog and pony" demonstrations with RC as a partner and never would a potential client ask "can I reply to txts"?  This is such a BASIC "feature" that it's not even a feature.  It's a "bug" that you guys aren't addressing.  If RC boasts of a robust phone system, does someone need to ask "can you put someone on hold"?  Of course you can...that's basic.  "Can I reply to a group txt?"  No one would even ask that question...it's not a feature...it's a bug.  Just my opinion.
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Alan Dratch

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I hate being negative and seeing the downside to things but that could be a year and a half away. I assume everyone at RC uses this for texting. They have to be as frustrated as we are when they get a group text that they are the only ones that cannot reply to it. I'll bet if a company with 5,000 users said they will sign up with RC if this is fix, it would get fixed ASAP.
(Edited)
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Rob Schaerer

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How in the world is this not something that is on the front burner?  I don't understand why this would have been rolled out without group texting...  I had even asked my product consultant at the beginning and they said that it was supported but come to find out that it was only supported with RC numbers internally.  What is the point to that?  I want to log everything and I want to have a separate number and group texts are SO important to everyone's business right now.  This is so silly. 
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Alexis Weigand

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This reply was created from a merged topic originally titled Group Text Messages to include numbers outside RC.

Currently, RingCentral allows group text messages to numbers within RingCentral only. It would be helpful to be able to include numbers outside RingCentral in these group text messages as we often need to include some people outside our organization in text messages, especially to clients.
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MikeO

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This reply was created from a merged topic originally titled Group Text to Non-Company Contacts.

We would like to see group text functionality for non-company contacts added to Ring Central.  Currently, when you attempt to text two or more individuals outside of your organization, you receive a notification stating that the messages will be sent separately to each individual.  So, if one of them replies to the text, the other individuals you sent the message to won't be in the 'group' and will not see the reply.  Group texting is a standard feature on everyone's cell phones, and it'd be very beneficial to us if Ring Central could add this feature to their desktop and mobile apps.