Text Auto-Reply Not Sending for Main Number

Hi ​@jgreenan123,
 

The reason your current auto-reply isn't firing comes down to how the Main Company Number handles messaging versus an individual user extension. The settings you are adjusting under Settings > Text > Reply to all texts inside your app profile are user-level configurations. They are designed to only apply to a direct, personal phone number assigned directly to an individual user extension. Because your main company number functions as a shared line, those standard user-level rules won't automatically intercept or respond to those inbound texts.

To answer your specific questions directly:

1. Does "Reply to all texts" work for shared/company numbers?

No, the standard user profile settings do not apply to the Main Company Number or shared group numbers.

2. Should it trigger on every text or once per sender?

In standard user settings, it triggers based on your "Limit auto-replies" preference. However, for a shared company line, you will gain complete control over this frequency once you build the rule in the Automator tool.

3. Should this be configured through Workflow Builder / Automator instead?

Yes, absolutely. The Workflow Builder (which you can find by clicking Workflows or looking under More on the left panel of your RingCentral desktop or web app) is the exact tool built for this scenario. It allows you to create automation rules tailored specifically for shared company lines.

To set this up, an administrator can build a workflow with this structure:

• Trigger: Select SMS received and choose your specific main company number from the dropdown list.

• Frequency: Check the box at the bottom of the trigger settings to limit the frequency (such as once per day per sender) so your inbound texters aren't bombarded if they send multiple texts in a short window.

• Action: Choose Send SMS, enter your custom text auto-reply, and set the outbound number as your main company number.

Quick Tip: To send outbound SMS from the main company number via Workflow Builder, the user creating the workflow typically needs to be the designated Operator for the account (usually Extension 101 by default) or have administrator privileges to configure workflows on behalf of the operator line.

4. Is anything on your account preventing this?

Aside from the rule being applied at the user level rather than the workflow level, just double-check that your Main Company Number is fully registered for TCR (The Campaign Registry) compliance. Major mobile carriers can block automated business texts if the registration isn't active, so verifying your SMS registration status in the Admin Portal is always a great safety check.


For a complete look at how to navigate the interface and customize your logic, check out our community guide: Master the RingCentral Workflow Builder: A Step-by-Step Guide.