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jason-hirsh15309 avatar image
jason-hirsh15309 asked jessicahernandez16518 commented

Text Message and iOS

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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bob-robinson3288 avatar image
bob-robinson3288 answered jessicahernandez16518 commented
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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jessicahernandez16518 avatar image jessicahernandez16518 ♦♦ commented ·
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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bob-robinson3288 avatar image bob-robinson3288 commented ·
  • 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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jessicahernandez16518 avatar image jessicahernandez16518 ♦♦ commented ·
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. 
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jessicahernandez16518 avatar image
jessicahernandez16518 answered
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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