SMS Reply to Incoming Message

[Dave Whitworth]

3cx Hosted,, v18 update 5, Flowroute SIP Trunks. USA based

I have SMS flowing both ways, but if I send a message from my phone (IPhone) to 222-222-2222 it goes through just fine. But when I reply, it puts the message into a new thread +1(222)222-2222.
Is there something I have misconfigured? Seems like it would be confusing, a customer isn't going to enter +1(222)222-2222, but the reply will come in a different thread.

Thanks

DaveW

 

[YiannisH_3CX]

Hi @Dave Whitworth

For SMS you should always use the E164 number format (+1XXXXXXXXXX) as inbound SMS messages from the provider will arrive at your system in that format. So the PBX will treat the inbound message as a different conversation.
The customer can send a text to you in whatever format they want. Flowroute will normalise the format and send it you with the +1XXXXXXXXXX format. What you should keep in mind is that for outbound conversations you should use the same format as well.

 

[Dave Whitworth]

Yes but the issue is that when the customer gets a reply it starts a new thread on their phone. At least on iPhone. See below, I sent the 8776147656 and my reply is the second thread with a different format.

 

[YiannisH_3CX]

Yes, exactly. This happens because you used a different number format for your outbound SMS. Try sending to +18776147656 and see if you have the same issue with the reply.

 

[Dave Whitworth]

I didn’t enter the number on the reply. I sent the first text from my phone, it showed up in 3CX chat and i replied and hit enter. Like an employee would do.

Thanks

Dave

 

[Dave Whitworth]

OK, so sorry for not engaging my brain. This is apparently an issue on the iphone side and because I have all my numbers tied to my own contact info, it must be reformatting numbers in the Imessaging app. I tested using an external text app (the one we are going to quit using when i turn up 3cx sms) and it works fine.

Thanks for trying to help and sorry for being an idiot.

DaveW