SMS: add feature so failure message bounces back to sender stating that their text was not received

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  • Idea
  • Updated 5 months ago
  • Not Planned
  • (Edited)
We prefer not to do business over SMS, nor do we have the SMS service activated on our account with RingCentral. Clients are always texting our RC phone lines but never receive a failure message and think we are ignoring them. Rather frustrating for both parties. A failure message that bounces back to the sender stating that their text was not received is feature we have been waiting many years for RC to implement. Tech support can't help and I hope this is the correct avenue to air this concern. 
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James Fun

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Posted 4 years ago

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Mike, Official Rep

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Hello James, I moved your post to a new "idea" topic. 
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Danno, Champion

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Does anyone know if the cell phone carriers send a failure message?  I sent a text to my mother's cell phone number (she is with AT&T and does not have texting with them) but I never got a failure message.  Oh, and I sent the text from my Verizon cell phone not RC app.  Just curious....
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dip

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Most providers will receive a bounce back message indicating failure of the sms attempt if the number they have attempted to send to is not provisioned for sms service. Usually the number database provider, whoever is used, will determine if the SMS routing of the number is valid if not then a bounce back/ failure message is received.
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Mike, Official Rep

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I'm not sure off hand, but I'm trying to verify for you all.
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James Fun

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Tried testing from the three major US wireless carriers, ATT, VZW and Sprint. From the three phones, two test text messages were sent. The first to my RC toll free number (877-XXX-XXXX) and the second to my RC local number (619-XXX-XXXX). There were no failure messages sent back to any one of the cell phones with one exception.

On the Sprint phone, the first time I sent a text message to the toll free 877 number I did receive a failure message. I tried to text the toll free number a few more times but never received the failure message again on the Sprint phone.

Here's the one and only failure message received from the Sprint phone to the toll free number, "Message sent to invalid destination. Please check your number and try again. Msg 2127".

A message similar to this is what I am looking for but from all three carriers, to both local/toll free numbers and it would be nice if the failure message was sent back to the cell phone each time a SMS was sent.

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Home Phone #11

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This feature is critical for my business !!! 
A lot of clients send us text messages, believing that they are emailing a cell phone.
PLEASE IMPLEMENT A BOUNCE MESSAGE !!! !!!
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Melissa Barnes

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Add me to the list of RC customers who want to bounce all text messages. I turned off the SMS function on my account and clients still tell me they tried to text me. When I tell them the phone is a landline, they expect a bounce message to tell them it's a landline. An autoresponder would solve this issue.
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Home Phone #11

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Can we have some updates on this?? This is not a joke. We need this for our business.
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Saadet - Community Moderator, Official Rep

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Hey Home Phone #11,

At this time, it is not on the roadmap. I followed up with the Product Team and was provided some more details as to why:

Failure messages aren't generally used in SMS. There are two types of confirmations in SMS and MMS... A delivery receipt and a read/reply receipt. Many operators in the US and most operators globally - do not support read receipts due to the amount of overhead involved. To make this even more complex... in the case of read/ receipts - both sender and receiver devices have to (a) support read receipts and (b) have them turned on... So - unless one knows which operator sends them and which operator doesn't - they are not a reliable source of confirmation. Support of the ability to get a delivery receipt (if the message makes it to the handset) is device specific to the sender of the text message.... To make this even more complex - the behavior of iMessage and other TCP/IP related messaging systems behaves differently than SMS. The delivery and read confirmations in this case are controlled by the iMessaage application.

Everyone is welcome to continue to vote :) However, there are no plans to support this feature in the future.
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Melissa Barnes

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The problem is that customers DO expect a failure message. Apparently they DO get failure messages when they try to text a landline. So the assumption is that no failure message = text was delivered.

I use this VOIP service as a landline in the office, and when customers tell me that they tried texting me and I tell them the number is a landline (it forwards to a switchboard answered by the receptionist), they argue with me that it couldn't be a landline because they always get a failure message when they text a landline.
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Kevin White

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Please add me to the list of people requesting this feature update.  Some of our users would prefer to have the SMS feature turned off, but having sender not receive a bounce message of some type is not acceptable.