We are currently using RingCentral’s SMS workflow builder (beta), specifically the “reaction block” for keyword-based auto responses, and it is not functioning as expected.
The workflow is set up to trigger based on inbound SMS with specific keywords. However, we are experiencing inconsistent behavior, including:
- Multiple auto responses being sent from a single message
- Workflows triggering when they shouldn’t
- Filters (such as “does not contain” or keyword logic) not working properly
- Messages bypassing the intended logic altogether
We have attempted:
- Adjusting trigger settings (ANY vs ALL)
- Adding filters and conditions
- Limiting frequency (1 time per hour)
- Rebuilding the workflow from scratch
Despite these efforts, the issue persists, and support has not been able to resolve it.
This is directly impacting our operations, as it’s causing:
- Duplicate or excessive responses to leads
- Confusion for prospective students
- Reduced trust and professionalism in our communication
Has anyone else experienced issues with the reaction block or SMS workflows in beta? If so, were you able to find a reliable workaround or fix?