SMS creating new conversations when the existing SMS thread is open still

[MarkSitzler]

Hello,

We are currently experiencing an issue when we text into our SMS numbers on 3cx it starts a new conversation even though there is a thread already started with that number. We are currently on version 18.0 (Build 415) and have a professional license. Below are some pictures for reference

Thanks in advance,

Mark.

Replied opened a separate thread

 

[YiannisH_3CX]

Hi @MarkSitzler

Can you update to build 418 and see if you can replicate? Also did you configure your SMS using the new way under SIP trunks or are you still using the "old" way?
Do all replies create a new thread? Which provider are you using?

 

[MarkSitzler]

Hi @MarkSitzler

Can you update to build 418 and see if you can replicate? Also did you configure your SMS using the new way under SIP trunks or are you still using the "old" way?
Do all replies create a new thread? Which provider are you using?

Hi YiannisH,
Will update to build 418 tonight, and see if that helps. We have them configured the new way through the trunk. Yes, all replies seem to create a new Thread. We are using Flowroute as our provider.

Thanks,
Mark

 

[MarkSitzler]

We have updated the system to the latest patch and it is still going the same thing, If the number configured on 3cx texts an external number(a staff cell phone) and that external number replies it still starts a new thread like before.

 

[YiannisH_3CX]

What is the inbound destination for messages? Do those route straight to extensions or to a Queue/ Ring Group? Do you have multiple numbers with Flowroute which are SMS enabled or just one?

 

[MarkSitzler]

What is the inbound destination for messages? Do those route straight to extensions or to a Queue/ Ring Group? Do you have multiple numbers with Flowroute which are SMS enabled or just one?

Inbound destinations are currently set through inbound routes to go to the Extension of the user. We have 3 numbers set up on that trunk. It still happens if only one is configured.

 

[YiannisH_3CX]

The only thing that comes to mind is that the trunk is misconfigured and the number formats do not match.

So please ensure the following:

• Make sure that you are using the latest Flowroute template to add your trunk (we made a recent change that might affect this).
• If not please delete the trunk and reconfigure it using the default template.
• Also make sure that your DIDs are all added to the PBX in the E164 format. (+1XXXXXXXXXX)
• Lastly make sure that when you are sending an SMS you send it with the same number format. So you initiate SMS conversations to E164 numbers.

Test it and let us know

 

[bvardy]

I Had the same issue here and the suggestion to...

Also make sure that your DIDs are all added in the e164 format. (+1xxxxxxxxxx)

Is what worked for me.

NOW

is there a way that the end user doesnt have to type in a +1 infront of the number?

 

[YiannisH_3CX]

is there a way that the end user doesnt have to type in a +1 infront of the number?

For SMS +1 is required and it has to be manually added .

 

[bentech]

For SMS +1 is required and it has to be manually added .

Not sure how we can emphasize this, but it would be nice to have a spot where you can modify the number going out just like an outbound rule....In the US I would default it to a 10 digit number that would have +1 automatically added to any SMS. Just a thought.