Ability to Respond to Group Messages from Outside Numbers

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  • Idea
  • Updated 4 weeks ago
  • Under Consideration
  • (Edited)
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 3 years ago

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Alan Dratch

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For some reason, RC does not think this is a problem. It goes to show that RC employees only use texting with their RC number for internal communication. I have been looking for another texting solution for myself and my clients but so far I have not found a good solution. If I give out my cell phone number for texting, everyone will call me on my cell phone. If they do that, I wouldn't have much use for RC. RC thinks everyone should use GLIP for texting which is not going to happen. This may kill a sale for a 170 seat client. They really like RC but texting to clients is a major issue for them.  If RC cared, they would not be ignoring this thread. 
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Daniel Stein

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This reply was created from a merged topic originally titled Still no Group Text Feature?.

I've really enjoyed using RC (we use the mobile app) but incredibly disappointed that they do not allow you to do a group text.  Instead, it converts group messages into individual messages which we do not want. 

I am not interested in something like Glip or having a directory where I have to add contacts.  In my line of business, we need to group text a few leads and team members who we would not want to add to a contact list/directory.

I've done the research and RC is one of the only VoIP companies who does not support this feature.  Almost all competitors offer this feature, which is why I may have to switch companies after my year is up.  Not to mention, 90% of smartphones support this feature with their stock messaging application.  

This feature has been an ongoing request for over four years (see below).  RC prides itself on customer service and "taking requests seriously", but they haven't released any updates or developments with this in over four years that I am aware of.  I've yet to receive an answer as to the "why" behind this feature not being implemented in over four years.  

https://community.ringcentral.com/ringcentral/topics/text-message-group
https://community.ringcentral.com/ringcentral/topics/i-have-created-a-group-of-contacts-how-can-i-se...

I actually sent a feature request over a month ago to corporate RC and I got a very standardized reply, which did not include any updates or plans for this release.

For other users who need this request, what is your workaround?  Do you just have to send out individual texts?
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Chris Criner

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Whenever I receive a text where the sender has copied others , I cannot respond back with a reply, as all the group phone numbers show only as "null,null". So I'm seeing what someone else is saying in the string, but I cannot even tell who else is in it to be able to respond back individually.
(Edited)
This reply was created from a merged topic originally titled Group Text Messages.

Please add group text message feature/ group SMS feature from the RC glip, desktop app and smartphone app. Thanks!
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Norie Cueto (GCC)

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This reply was created from a merged topic originally titled enable multiple recepient when sending SMS.

each user should have an option to send SMS on multiple recepient
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Chris Criner

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But it doesn't work , unless all recipients are part of RC Group
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Carl

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We are experiencing this issue.  It seems that this has been on-going for 2 years now (or more).  This makes it impossible for us to communicate by text to groups as almost all of our Group Texting scenarios involve outside parties.  There is a response above from Dan Stein that other VOIP companies offer this feature.  I look at this as RC missing some basic phone features while investing in some more complicated issues first.  Not sure why this should continue to be labeled "Under Consideration."  This should be a basic feature.
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Chris Criner

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They just do not seem willing (or able) to address this, sadly.
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Alan Dratch

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The least they could do is address this issue. Just say they don't give a sh*t and have no plans to ever implement this. From what I'm hearing, this is easy to implement since they are using a 3rd party app that is capable of doing it. 
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Arthur Ng, Product Manager

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Good Morning RC App community 

This is Arthur here, I am a PM with the RC App team and I will be able to answer your questions around Group SMS in this thread.

First of all, I would like to apologize for taking so long to respond to this thread but please be rest assured that RingCentral cares about our customers and we value every single feedback that we receive. With that being said, we are behind on our huge volume of feedback and sometimes we might miss a thing or two. 

Fortunately for you folks! We have been working on a solution for this and this will be ready for beta testing in April 2020. As telephony features on RC App are important to our customers, we at RingCentral would like to ensure that it works correctly as intended and therefore before we fully launch the feature a closed beta will be executed before the actual release. 

If any of you would like to be a part of the closed beta and want to be involved in making our RingCentral app better - please send me a direct Glip message / Email at Arthur.ng@ringcentral.com so that I can set you up to test this feature before release. 

Thank you everyone and as always we appreciate all your feedback and we are working to make RingCentral a better experience for you.
(Edited)
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Gregory Yaschuk, Employee

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Group MMS messages will be implemented in RingCentral desktop app in 20.1 release
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Alan Dratch

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This is great news. Does this mean you do not need beta testers? When should we expect 20.1 to be released?
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Gregory Yaschuk, Employee

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March, 2020
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Carl

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What about in the mobile app?