RingRx offers business class SMS texting to support our customers ability to communicate with their patients, customers, vendors, and colleagues in a manner most convenient to them. Texting offers alot of flexibility, saves time, and avoids customer service problems associated with telephone communications.
While RingRx texting does allow Users to send texts to cell phones, it is not the same as cell phone initiated texts. Texting on the RingRx platform starts outside the cellular network – and uses the familiar the Public Service Telephone Network (PSTN). Given the number of variables affecting the configuration of texting features in RingRx, the variables of PSTN texting, and the transition to the cellular network, there can be a numer of factors that cause texts to fail or otherwise
Before submitting a ticket to RingRx or doing your own troubleshooting, please confirm the following:
- Your RingRx Account must be on a Plan that includes texting.
- You must register with The Campaign Registry. Failure to register will cause texts to cell phones to fail.
- You must be logged in and authenticated properly to be able to send and receive texts.
Before taking any other steps on troubleshooting any texting issues, please do the following:
1) Check your RingRx Plan to ensure it includes texting. Your plan can be viewed by logging into the portal and going to billing, here
https://portal.ringrx.com/v2/billing/subscription
Under the Services column, you must either be on Grow, Clinic, or Enterprise. Any other plans do not include texting. If you want to upgrade, open a support ticket and ask our support team to assist.
2) Register with The Campaign Registry This may not be affecting you, but if you ever intend to send texts to cell phones, you must be registered.
3) If you are texting from the RingRx mobile app, please make sure you are authenticated properly. From the Keypad, go to Settings\Account Setup. Confirm your email address is correct, then tap Save. If you get an error, enter your correct password, then save. If it saves properly, please do some test texts, both outbound and inbound, and see if this resolves your issue.
Unable to send or receive any texts
- The most likely reason you are having issue sending or receiving is #3 above. Please confirm that you are correctly authenticated.
- Make sure you are setup to send and receive texts correctly. The two places to check are your User’s Settings and Phone Number routing.
- User settings: Go to https://portal.ringrx.com/v2/settings/users/ select your User and Edit. Edit the section for Faxing, Texting, and Recording. Make sure Texting is turned ON and a number is selected.
- Phone Number routing: Go to https://portal.ringrx.com/v2/settings/phone-numbers, View, then Edit the number that should be your texting number. SMS Extension should be routed to you or a Group you belong to.
- Make sure you are not sending unpermitted content. TCR prohibits some words on its platform. Unfortunately, they do not publish the list. If you are having trouble sending only some texts to only some people, try sending a message with very simple generic wording, like “Hello”. If it goes through, but other content will not go through, it is very likely blocked content. The only way to fix this
All Outbound texts giving error
Outbound texts giving an error are usually caused by the same issues in 1-3 above as well as the items in the previous section
Some outbound texts giving error
Make sure you are not sending unpermitted content. TCR prohibits some words on its platform. Unfortunately, they do not publish the list. If you are having trouble sending only some texts to only some people, try sending a message with very simple generic wording, like “Hello”. If it goes through, but other content will not go through, it is very likely blocked content. The only way to fix this
If you have checked these settings as well as 1-3 above and you are still having issues, please open a support ticket and we will be happy to help you