SMS configuration works when tested in the automator, but won't work in real world.

I have a message auto-reply built inside of the automator to send an SMS reply when anyone sends an SMS message containing a certain keyword to our main phone number (successcully registered TCS and campaign) and when I test it from the automator “test” button it works great.  Then when I enable it and try the exact same steps no auto-reply happens.  I don’t know where else to look or what else to try.. PLEASE HELP!  The company is losing patience with the process and has threatened to look to other solutions. I would very much prefer to not do that and start all over.