SMS / Text Auto Responder

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Hello! An Auto Text Responder would be a huge benefit to Ring Central. I'm a US customer and am a Realtor. There are auto Text responses that would help me greatly to be able to tell clients I'll get back to them shortly-whether I'm with my family, in another meeting, etc. I can see this use being helpful in many other industries as well and really think this should be an immediate addition to your services. When all people need immediate responses these days, this would be priceless!! Thanks for any help you can offer!
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Brooke Sines

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Posted 3 years ago

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Ronda Tappan, Champion

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That would be a neat feature, but you may be able to respond to the recipient with a rule in Outlook.   Have you looked into that?  Since the text messages can be delivered in Outlook, you may be able to set auto replies based on the send/subject line.... 
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Karyn Estrella

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I've been up and down that feature in Outlook and I don't see how that's possible. 
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DJ Service

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This would be a very nice feature. People are increasingly preferring text over email or phone calls. I can update our voice mail and email with automated messages so text would be a natural evolution.
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Glenn Hay-Roe

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I could not agree more!
Automated responses are an expected tool in email (out of office messages) and phone calls (automated greetings and/or voicemail).
The lack of an automated response to the text message feature on a communication platform that's otherwise as sophisticated as Ring Central is very hard for me to understand!
Even more frustrating and puzzling is that this feature has been "on the table" and asked for by customers for at least two years, as far as I can tell.
I've brought it up with my Account Manager, and all I've been told is "put in a Feature Request", but no answers as far as timeline to implement or reasons why it's not in place.
Frustrating!
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Brandon, Champion

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You can auto reply to text messages by linking RC with Zapier, but I am not clear on exactly how you would implement what you describe. Maybe not so much automatic as some type of drop down with selectable responses you can use.  Or you really want automatic, but some way to change messages based on your status?
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A Class Limos

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Thank you, but you need to pay for Zapier? I know our other system LImo Anywhere also has this feature, but the want $19.00 a month additional, and I would assume the package I have with Ring Central should do the same and a lot easier to set it up since everything is going thru Ring Central. Let me know? If Zapier is the only way, then I will have my dispatch do it manually like we have been doing it.
Thank you!
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HAY-ROE

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As far as I know, no one has been able to successfully create an auto-response to an SMS message on the Ring Central platform using Zapier. 
I'm speaking to the original topic of this thread, the simple ability to auto-reply to a text message, as opposed to an SMS response to a missed call.
Many people have referenced integration with Zapier, but I have yet to see a single response stating that "we've made it work". 
My own efforts, working directly with Zapier, last fall, were not able to parse out the texting party's number and respond via text to that number.
If I'm wrong, and a Ring Central user can point me to a functioning solution involving Zapier, I'd love to see it.
Although, through it all, I stick to my original and persistent assertion that this feature should be part of the features inherent to the Ring Central platform.
Hope this helps a little. 
-Glenn
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ACCOUNT

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Having the ability to chose and insert one of several pre-written selectable responses through the contextual menu is much better than an auto-response.
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D3v3l0p3r

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Does this feature exist within ringcentral at this time?
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Saadet - Community Moderator, Official Rep

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Hey D3v3l0p3r, not yet
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Jay Nichols

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If Zapier free version, this might be an option.  But one shouldn't have to pay for another service to do something that the primary service should be able to do.
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A Class Limos

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There is no FREE version, I called them. There is a FREE trial.. Please let me know if I am missing anything?
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J.B. Ferguson, Champion

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A Class Limos,
I don't know who you spoke to there but there is indeed a FREE Plan! (See attached). These screen shots include my profile Summary and my Billing page in my profile. I have simply redacted my account name & login email information. It even states in their account creation page that you can have an FREE account with core features. Obviously they also have paid plans you can upgrade to. You must have spoken to a salesperson.






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Glenn Hay-Roe

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Cost doesn't matter if the person is adding Zapier to RingCentral to add SMS auto-response, and that can't be made to work. I've spoken with Zapier, and as far as I can tell, there is no way to implement that feature. I'd love to be proven wrong, but that's my experience.
And now that I'm finding other phone systems that are very competitive with RingCentral in terms of price, and that support this much-requested feature (and more) who needs the hassle of a third-party add-in?
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Patrice.Bernardo, Employee

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This reply was created from a merged topic originally titled Away message for texting from the RC app.

Automatic SMS that will be sent to customer who is contacting RC when status is Away.
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A Class Limos

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How do I set it up on Ring Central? We always put away when our office is closed, but there is not option for a auto reply via text. People just leave voice mails?
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Glenn Hay-Roe

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There's no way to set this up, Ring Central (RC) does not currently support this feature, despite the fact that it's been asked for for over 2 years. This thread is filled with people asking about it and telling RC why they need is, which should not be necessary, but seems to be with RC. Sad but true.
This reply was created from a merged topic originally titled Auto-response Text Message for After Business Hour Text Messages.

It would be beneficial if Ring Central could create an auto-response text message to send when guests text our office number after hours. If the auto-message could just state the business's office hours, letting the guest know text messages aren't answered after-hours. Thank you!
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Baker

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This reply was created from a merged topic originally titled Auto Responder Text Feature Needed.

It would be great to have an auto respond feature for texts.  Our clients use texting a lot and when I'm out of town and unavailable I have no way to notify them that I cannot return their texts.  
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Eric Caldwell

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The whole idea of this thread is to be able to have an autoresponder for companies like support. Then when you have ppl txt the main number thinking its someones cell phone, you can have an autoresponder send back something like 'Please email our support desk for further assistance'. This way when your trying to support 100's or 1000s of clients, they 'get the message' that SMS isn't an appropriate  channel, etc. Others may want it for On Vacation or other uses.
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A Class Limos

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Correct.. that all we need is a auto reply via text on all missed calls, and the message tells the people what to do in event of an emergency. We have a auto reply via e-mail, but just need on on missed calls via text.
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Eric Caldwell

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We all agree it would be a good feature but... This thread has been going for over 3 years so I don't think RC sees it as a priority even with all the requests.
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Receptionist .

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This reply was created from a merged topic originally titled SMS: Automated System.

We are interested in obtaining the automated text messaging system to better assist our clients. We would like to have this feature automatic to become more efficient in the way we work.
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Kimberly Nalda

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Just spent a week trying to get Ring Central to allow me to change the tone on text alerts (bottom line = you can't). I'm not waking at night to texts from patients and this is a big deal. I want to be able to text patients during the day but after 10 or 11pm, set an autoresponder to have them call with urgent issues and my regular ring will wake me up. 

Add me to the list of clients looking for an auto-reply for text! 

Thanks. 
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Eric Caldwell

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Good luck. I put this request in 4 years ago and still no feature in the works. RC I think has this at the very bottom of the list even though its a highly popular request.
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Kimberly Nalda

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I ended up forwarding messages to my SMS on my phone and creating a ring central contact with a loud ringtone. It's working for now but it's a clunky workaround. 
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lux

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This reply was created from a merged topic originally titled Why is there no auto responder for SMS?.

I have been a RingCentral customer for seven years.  I am really annoyed that RC will not create a simple SMS Auto Responder.  I do not want my clients to SMS to my RC numbers,  yet they do it on a regular basis.  I can't stop them, but if RC could create an auto responder then my clients would immediately know not to SMS to us.  Their SMS's to us are outside of our workflow and are disruptive.  I do not want to ignore them but would like my clients to automatically receive a message that says "please contact us via email or phone, Text messages not monitored".  I do not understand why this simple function is ignored by RC.  In addition,  speaking to customer reps on the phone about this issue is always a bit of waste of time.   If you want an auto SMS responder,  please let RC know. 
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Eric Caldwell

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We've been one for 5+ years as well and this request has been around that long, and has had MANY in support of this feature on this and other threads. I don't think it will happen while we're still a RC customer.. Sadly.. Everyone thinks every phone number should be able to receive SMS and like others, when you're in a support business, this becomes VERY distracting.
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Carl Saytor

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that everyone thinks every phone number should be able to receive SMS is a problem that RC could solve by giving us an AutoResponder for SMS. 
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HAY-ROE

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I'm puzzled that a phone system that's generally as feature-packed as RC has not yet implemented this functionality.

Our previous provider could not approach RC in terms of features, flexibility or reliability, but they did have one feature that our text-intensive industry really used - SMS auto-response messages (we used it exclusively for Out Of Office messages when we were closed).

So, after reading and researching, I called RC Support about this today, just trying to pin down a timeline for implementation of this feature. 

The answer was "if enough people express an interest, our Network Engineers will make it happen" and "vote for and follow the issue, and tell all your friends to vote for it and follow it".

Not a very reasonable answer, as "all my friends" are not RC Customers, and I don't have any other resources to try to get his feature implemented, beyond what I've already done.

My request to talk to a Product Manager or anyone similar was denied, which was kind of disappointing.

So, my next question to the community is: "Has anyone successfully used Zapier to make this work?"

I've tried, but I need to use a Custom Field to get the outgoing SMS to reply to the texting number, as opposed to a number from a pull-down list, and I haven't quite figured that out yet.

Seems like if someone had already conquered that hurdle, and shared with with the rest of the RC Community, they'd be somewhat of a hero.

Breathlessly awaiting a response from the RC Community....
-Glenn

(and as a personal aside - rather than argue the merits of auto-response to SMS messages, proposing other solutions, or lecturing the world on the value of work/life balance, it's probably reasonable to just admit that some people want this feature, and then help make it happen. Just my two cents...)
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Carl Saytor

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I too have been extremely disappointed by RC's response.  How difficult could it be for them to create an SMS Auto Responder? I get SMS's on the business line too often. My work around is to manually send a canned response that tells SMS senders to please contact us via email or phone. A total pita.  What is more ridiculous is the several times I have called  to ask about SMS auto response is that I am told it can be done, but then they are unable to explain how to do this and then they put me on hold and then when they come back on the line I am finally I am told it is not possible.  shrug.   PLEASE IF ANYONE FROM RC IS READING THIS, PLEASE GIVE US THIS FEATURE.
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Karyn Estrella

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And auto-text reply would be great. Many of our members save our personal and work phone numbers to one contact.  When they send a text, it will end up going to the work number sometimes so we would need a text reply to anyone who texts to let them know to check the number because it's a business line and we won't respond to texts. 
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Glenn Hay-Roe

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Amen to that!
Thank you for a succinct and accurate summary of the issue, Nick.
Ring Central, are you listening?
Do you care about keeping customers?
If so, what are you doing to resolve this issue?
-Glenn from The Coin Trading Company
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Jay Nichols

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I hear crickets.....very OLD crickets
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Mark A Caffey

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i don't think they care  .... :(
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-02-28 Our Community Moderators Mike and Saadet do their best to combine message-threads very often when the topic is the same. 

I'd like to suggest while TXT and SMS messaging are popular among many users, they are not usually considered core communication methods by larger (Enterprise) organizations. 

This could have something to do with development priorities on the engineering side. VOIP,  Meetings, Conferencing and Glip integration of functionalities seem to be the higher priorities at RingCentral. 

The company is growing at breakneck speed and their engineering teams work at full-tilt.  As smaller companies join RingCentral's customer base sometimes it is sometimes difficult to see how they fit into the larger scope of business at RingCentral. 

This is where communicating directly and often with your Customer Success Manager can help to advocate for your needs through additional channels than this IDEA channel in the RingCentral  Community.  It really does work and it does help.  Please give these ideas some thought as an alternative way to get your message across. 
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Carl Saytor

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Right,  TXT and SMS are not core communication methods. So why was RC pushing this concept without a viable way to opt out?
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-07-20 You can have your customer service manager block all TXT messaging if you do not have access to ROLES in your account tier level.   

Do this by opening a case and they can shut it off.  It may take a day or two to get the feature disabled depending on their incoming support workload. 

If you do have access to ROLES in your account level  you can create a Custom ROLE, nae it something such as "staff" or whatever alternative name you choose and disable text messaging by unchecking the box of permissions for that item. 

Then create a template to move all users to that ROLE from Standard International (which is the default role when you setup USA-based users)
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VB, Employee

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This use-case can be achieved by building an app using our Developer Platform APIs as well. This is how you could do it. 


You need to use 2 APIs 
1. SMS API
2. Subscription API

Steps:

1. You could write a logic to listen to the list of calls/caller IDs for incoming calls you want to, using subscription API 

2. When the calls are rejected or sent to voicemails or missed ,  subscription kicks SMS API endpoint to respond back to the caller with the automatic reply. 


Well,  more things you can do - 

1. You can customize the lists of callers into different lists 
2. Customize  the messages for each list
3. Customize messages based on time of the incoming call  


This could be a great project for any companies or freelancers out there to build this app using our APIs. You get to host your app in the Developer Platform app gallery as well. 


Anyone wants to build this app can reach me out and I can guide you through it. I might sometime soon write an SMS autoresponder demo app. 
(Edited)
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Joel Hahn

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I am definitely interested in this. I would like to find out more
-Andrew
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503-395-8365
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Mobile Tech Computers, Champion

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I really need this, I don't understand why it cannot be done. For example when I turn my extension to busy or "Do Not Disturb" it auto sends a txt message to every txt when activated.
I would like mine to say: 

AutoReply: Your txt has been received. I will respond when available.
For ER Service Please Call: 800-555-XXXX

I am getting so bombarded with txt messages its crazy, and everyone thinks they are more important than the next as well as giving me attitude if I don't respond or respond right away.

Then when I put my extension back on to normal or Available it turns off the auto texting feature.
This is needed, for meetings or even after hours or I can list an endless amount of reasons.

Thanks for hearing my rant, Jake