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

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Posted 11 months 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

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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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Saadet - Community Support, Official Rep

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Hey Scott,

I couldn't find an open case regarding this issue under your account. Could you open up a new case and include examples of this occurrence so that we can investigate? You can also include the hyperlink to this conversation. 
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Alan Dratch

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This needs to get fixed before I can tell my clients about texting. When you get a group text, you need to be able to reply to it. Imagine having an email account that only lets you reply to the sender and not be able to reply all. People would wonder why you are using such an outdated email program. In this case they wonder why you are using an outdated texting app.
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Scott McClannahan

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I opened a case - Case #06045378
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Saadet - Community Support, Official Rep

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Thanks, Scott!
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Clay Greene

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I'm also having this problem. Please let me know when a resolution has been created.
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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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Chris Duquette, Champion

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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)