Known caveats
These are the behaviors to know before you turn on RingCentral for customer messaging.
Setup requirements
Section titled “Setup requirements”A RingCentral app is required
Section titled “A RingCentral app is required”TracsConnect needs RingCentral app credentials, not just your regular RingCentral username and password. Someone with access to the RingCentral Developer Console needs to set that up first.
Sandbox and Production are separate
Section titled “Sandbox and Production are separate”Use Sandbox only for testing. Use Production for the live RingCentral app and live phone number. Mixing the two is the most common setup mistake.
The sender number must be able to send texts
Section titled “The sender number must be able to send texts”If RingCentral has not enabled texting on that number, TracsConnect may connect successfully but messages will still fail. Confirm texting is allowed on the number before going live.
The sender number is optional
Section titled “The sender number is optional”The sender phone number field is not required to save the integration. If you leave it blank, messages will go out from whatever default number your RingCentral account uses. Fill it in if you want customers to see a specific number.
How messaging works
Section titled “How messaging works”Outbound text sending is what is live today
Section titled “Outbound text sending is what is live today”TracsConnect stores your RingCentral sign-in details and can send outbound texts through your RingCentral account. That is what is working and tested.
RCS is not supported
Section titled “RCS is not supported”TracsConnect does not send RCS messages through RingCentral. Texts go out as standard SMS or MMS.
Inbound replies are not in TracsConnect yet
Section titled “Inbound replies are not in TracsConnect yet”When customers reply to a RingCentral text, those replies land in RingCentral — they do not currently come back into TracsConnect. Keep monitoring replies in your RingCentral app.
Call logging is not in TracsConnect yet
Section titled “Call logging is not in TracsConnect yet”RingCentral calls, missed calls, voicemails, and recordings do not appear in TracsConnect today. Manage those in RingCentral.
What does and does not sync
Section titled “What does and does not sync”| What | Current status | Notes |
|---|---|---|
| Outbound texts | Live | Sends through your RingCentral account. |
| Sender phone number | Optional setup field | Controls which number customers see. Leave blank to use your RingCentral default. |
| Customer replies | Not in TracsConnect | Monitor replies in RingCentral. |
| Delivery receipts | Not in TracsConnect | Check RingCentral for carrier-level delivery detail. |
| Calls and voicemails | Not in TracsConnect | Manage call workflows in RingCentral. |
| RingCentral users and billing | No sync | Manage in RingCentral. |
Known limitations
Section titled “Known limitations”Sending volume limits are not documented yet
Section titled “Sending volume limits are not documented yet”RingCentral limits how many messages can go out in a given window. The exact limit and how TracsConnect handles large batches need verification before your shop relies on bulk sends.
Disconnecting stops future sends
Section titled “Disconnecting stops future sends”If you disconnect RingCentral in TracsConnect, future texts stop going out through RingCentral until you reconnect. Past messages are not affected.
Keep one reminder source
Section titled “Keep one reminder source”If RingCentral and another TracsConnect texting provider are both set up, decide which one sends appointment reminders. Sending from two places will double up and confuse customers.
Can I use Sandbox for real customers?
Section titled “Can I use Sandbox for real customers?”No. Sandbox is for testing only. Use Production for live customer messages.
Can I share one RingCentral app across several shops?
Section titled “Can I share one RingCentral app across several shops?”Use a separate app per shop unless TracsConnect support confirms a shared-app setup works for your rollout. Separate apps make it much easier to troubleshoot and rotate credentials.
Do I need a dedicated RingCentral number for TracsConnect?
Section titled “Do I need a dedicated RingCentral number for TracsConnect?”Not necessarily. You need a number that is allowed to send texts on your RingCentral account. Whether it should be dedicated depends on your setup and how you want customer replies handled.
When in doubt
Section titled “When in doubt”The troubleshooting page covers the common cases. If something is not there, contact support with the date, the sender number you used, and what you expected to happen.