Here is the scenario:
- Customer (not RC) sends a 'group' message to multiple people at our company (all RC).
- All employees/users receive the message.
- 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.
I would say this should be a simply fix and one that requires immediate fixing.
What happens when you try to use it for external contacts is that you can receive the group texts, but when you reply it goes directly to each individual.
For those of you that are frustrated with this platform, Google Voice has had this ability for years and is just rolling out a beta test of a FREE voip standalone service that will let you call directly from the app or from web. This will be a solution that I'm going to be using and maybe that will be helpful for folks here. Here's the link to sign up for the beta test: https://productforums.google.com/forum/#!msg/voice/aI7m1PrV21Y/NGyr35QECAAJ
WE DONT GIVE A DAMN about GLIP!
I'm sure some of us use it and feel that it is beneficial but I think RingCentral does a poor job of understanding customer priorities and pain points. This "group text" message has been an ongoing issue since the MIDDLE OF 2017 when I first submitted it as a bug. It took you guys nearly 4 months to get back and say "this works as expected" which is complete BS. Now we are nearly a year later, you've spent over $92 million in R&D, and you STILL cannot fix a simple problem like this.
I have told all my existing RC customers not to count on the RingCentral texting because it does not work as advertised and we sure as hell don't want to use a product like GLIP if RingCentral cant do simple texting. Saying we have to wait on Glip is like saying you need to wait on a seatbelt in my car to be recalled before I can change the flat tire.
PLEASE FIX THIS OR SEND OUT A BULLETIN TO ALL RINGCENTRAL USERS AND TELL THEM YOU JUST DONT CARE ABOUT THINGS THAT DONT MAKE YOU MONEY!!!!!!!
On top of that I love the way support is telling us why don't you use email, thanks guys. Really really great advice........
Ring central is just being lazy and doesn't understand this being a necessity. It wouldn't even take a whole lot on their side to change this based on what I'm seeing from the API from Bandwidth.
I'm getting my pitch fork back out. Literally this morning my RingCentral Phone updated to 126.96.36.199084. I quickly read through the "Release Notes" to see if they finally address this...nope. We have several features added...but we still can't group txt...It's CRAZY to me. I've recently switched my cell service over to Google Fi and as far as I know they are the only carrier fully supporting RCS (if you don't know what RCS is... https://jibe.google.com/ ). Why is RingCentral not on top of this? I really am at a loss for words on RingCentral's lack of communication on this topic. As a Partner I'll forward this to my rep (who I just spoke with a few minutes ago...Hi Erica).