SMS Routing Issue

[Action1]

Hello,

In v20, I think I discovered a bug with SMS routing. I successfully configured SMS routing using a Twilio webhook and assigned the DID to a user. When I send a text, it works - great. When I reassign the DID to a different person, SMS messages get delivered correctly when it's a new person texting, however if someone previously text messaged that number - it routes to whom it was previously assigned to when the initial message was received. I've reassigned this DID to 3 different people while testing, myself first, my sysadmin second, and my ops assistant third. I texted the DID using my personal cell, and I received the message. I swapped the number to my sysadmin, and texted again - it still came to me. I asked by ops assistant to text the number from her cellphone, and the message came to my sysadmin. I switched the DID to my ops assistant and sent a text using my personal phone, it still came to me. She texted it and it still went to my sysadmin. He texted it with his personal phone and it went to her.

(Yes, I know that's confusing, so I'm posting a drawing below.)

 

[Action1]

Just following up, if we mark it as "Dealt with" the routing fixes. Is this by design?

 

[BrunoI_3CX]

Hello @Action1

What you are experiencing is expected behavior.

Please note that SMS routing is based on the current DID assignment, but also on the existing conversation (thread) history for your mentioned scenario. Once an SMS conversation is established between an external number and a user, following messages from that same number will continue to be routed to the original user, even if the DID is reassigned, since the thread was assigned to a different user.

As you have seen, marking the conversation as 'Dealt with' closes the conversation thread. This allows new incoming messages from that number to be treated as a new conversations and routed according to the current DID assignment.

 

[Action1]

That makes sense. Kinda clunky on our side, but I can see the reasoning. Thanks for confirming.

 

[greychain]

Is there any way to control how long this stickyness exists?