Text Message and iOS

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I am a US account and update too the new Ring Central app.   Honestly I can't find anything here   It is they most illogical organized GUI I have ever seen...  Unable to find the text messages that show on my Desktop.    Every update seems to make it harder to use and bring more phone spam
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jason Hirsh

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Posted 4 months ago

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Jessica - Community Moderator, Official Rep

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Hey Jason, 

Text messages are under the "Call" tab and then "Text". I don't believe the app will download old texts, but it will display all texts going forward. 
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Bob Robinson, Champion

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Seems counter-intuitive, and is inconsistent with the desktop app.  I just submitted an Idea to allow texts to be seen on the Message tab on mobile.
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J Euphrat

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Worst update ever ... wasting valuable work time on a simple text. Can’t find anything
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M. Hardy

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The more I learn about the "unified" app, the worse it gets. My "text history" is as important as old emails. For some contacts, ALL I HAVE is an old text from them.

Apparently, once I move to the new app, I am going to lose all of this? This is the worst service "improvement" since New Coke.
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jason Hirsh

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I will have to say recent change have made Both the desktop app and iOS equally confusing,..   thank goodness I am not trying to run a business through they Morass
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Bob Robinson, Champion

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@Jessica would it be appropriate to put in an Idea to have Glip pick up the text history from RC Phone?  Would seem to be a good transition feature.
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Hey Bob, 

Product is aware of this ask, I don't think an idea would be necessary in this instance. 
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Bello

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when you say call log, and then text, where exactly are the text messages?  i dont see where there are any text messages on the web portal or the app.glip.com.  the only place i see text messages is on the iphone app RC phone, not the ringcentral app.
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Hello Bello!

Text messages are not available on the web portal but it is available on Glip App. On the bottom left corner, you will see a Phone tab and it is labeled as Call. Once you click it, you will see a tab that says Text.
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Bello

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there is no phone tab labeled as call.  i see message, meet, contact, tasks and more
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Bello

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i see text messages on the rc phone app on my phone but i dont see them on the app.glip.com website?
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Mary Rose, Official Rep

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May I know what did you use to login? Is it your email or your RingCentral phone number?
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Bello

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RingCentral phone number
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Your Admin may need to enable Phone Features for your RignCentral App. If you are the admin or you can contact the admin, you may check this link for the instructions on how to enable Phone Features. 

https://support.ringcentral.com/s/article/8811?language=en_US

Let me know if you have further questions.
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Bello

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hi Mary, i am the admin and i apologize but i do not see anywhere for administration.  i clicked on the link above and that image is not familiar at all.  i am logged onto the website and i can choose admin portal or my extension and i am looking everywhere for company settings and do not see that either?
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Bello, you can see that on app.glip.com. Once there, look on the upper right of your screen and you will see your Profile Icon or Name Initial.
(Edited)
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Bello

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thank you, i see it on the app
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Bob Robinson, Champion

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To add to the fun on iOS, we found a new twist today with iOS and RingCentral.

If you use RingCentral to text someone on iOS, and the recipient has a contact record that includes both the sender's iPhone number and their RingCentral number, when the recipient replies, the response will go to the person's iPhone, NOT to the RingCentral app.  I'm guessing that iOS decides that if the response can go via iMessage, then it should do that, regardless of the source of the message?
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Hi Bob, 

I followed up with product with this. Could you answer these questions for them: 
  • Is the recipient' number the native mobile phone number ?
  • Does the recipient reply use the native app to reply ?
  • What background color is the reply message?
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  • Is the recipient' number the native mobile phone number?
    Yes
  • Does the recipient reply use the native app to reply?
    They are just using iOS "Messages"
  • What background color is the reply message?
    No idea
The sender is the RingCentral user.  He sends the SMS using the desktop app (likely RC Phone at this point, but possibly Glip).  The recipient does not have RingCentral and is just an iPhone user who has a contact record in their phone that has both the sender's cell number and RingCentral number.

This is iOS deciding the best way to respond based on what it sees for the sender's contact record.  It appears that if iOS thinks it can respond via iMessage, it will.

To recreate:
  • Both parties must have iPhones
  • Sender has RingCentral
  • Recipient should have an iOS contact record that has both the sender's mobile number and RingCentral number included
  • Sender sends text from RingCentral app (desktop or mobile) to the recipient's mobile number
  • Recipient opens iOS Messages and replies to the message
  • Sender will get the reply in their iOS Messages, not in RingCentral app
  • If the recipient removes the RingCentral number from the iOS contact record and creates a new contact record with just the sender's RingCentral number in it, replies will go to RingCentral because that contact record doesn't have any iMessage-capable number included
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Hey Bob, 

Thanks for all that detail, I provided it to the mobile Project Manager. They confirmed it was system behavior for iOS, and to prevent it from happening you would have to turn off iMessaging. That way when a normal sms is sent to the RingCentral number, it is delivered to the RingCentral app.