Known caveats
These are real behaviors of the Voxtelesys integration that we want you to know about before you flip on customer-facing reminders, rather than discover after a complaint.
Account and compliance
Section titled “Account and compliance”A2P 10DLC registration is your responsibility
Section titled “A2P 10DLC registration is your responsibility”To text customers in the US, your phone number has to be registered for A2P 10DLC (Application-to-Person, 10-Digit Long Code) with the major carriers. Voxtelesys handles the technical side of registration, but the brand and campaign approval happens between you and Voxtelesys — TracsConnect doesn’t manage it.
Until your number is registered and approved, carriers may filter or block your messages even if Voxtelesys accepts them. Symptoms look like: messages “send” successfully from TracsConnect’s perspective, but customers say they never got them.
If you’re unsure about your registration status, ask Voxtelesys support to confirm before you go live.
One number per shop
Section titled “One number per shop”The integration uses one From number per shop — the one you set in the From Phone Number field. If you want different numbers for different message types (e.g., a reminder line vs. a marketing line), you’ll need to pick one for TracsConnect and use Voxtelesys directly for the others. We don’t currently support per-message-type number selection.
Inbound replies
Section titled “Inbound replies”Customer replies to messages sent through Voxtelesys land at Voxtelesys first. How they get back to your shop depends on your Voxtelesys account setup — most shops have replies forwarded to a phone or inbox they already monitor. Confirm with Voxtelesys how your inbound flow is configured.
How sending works (and how often)
Section titled “How sending works (and how often)”Large batches send in chunks with a short pause between each
Section titled “Large batches send in chunks with a short pause between each”When TracsConnect sends a batch — for example, a daily reminder sweep — it sends up to 100 messages at a time, then pauses one second before the next chunk. You don’t have to think about it, but it does mean a large batch takes a few seconds per hundred customers to fully go out.
Delivery status is near-real-time
Section titled “Delivery status is near-real-time”Voxtelesys tells TracsConnect within a few seconds whether each message was delivered, failed, or is still in flight. The dashboard surfaces that status on the message log.
Sends fail closed — they don’t silently disappear
Section titled “Sends fail closed — they don’t silently disappear”If Voxtelesys rejects a message (bad number, blocked content, account suspended), TracsConnect records the failure with the reason Voxtelesys returned. We don’t retry on rejections that look permanent (invalid number, opted-out recipient). We do retry once on transient errors (timeouts, momentary upstream issues).
What does and doesn’t send
Section titled “What does and doesn’t send”| What | Sends through Voxtelesys? | Notes |
|---|---|---|
| Appointment reminders | Yes | Only when reminders are turned on for the shop |
| Document expiration alerts | Yes | |
| Daily sales report notifications | Yes | Sent to staff numbers you configure in the dashboard |
| Manual texts from the dashboard | Yes | |
| Customer email | No | Email goes through your email provider, not Voxtelesys |
| Inbound phone calls | No | Voxtelesys handles your inbound voice setup independently |
| RCS rich messages | Yes (with fallback) | Requires verified-sender approval |
Numbers and formatting
Section titled “Numbers and formatting”Phone numbers must be in E.164 format
Section titled “Phone numbers must be in E.164 format”The From Phone Number field and any customer numbers passed to the connection must be in E.164 format — a plus sign, country code, and area code with no spaces or dashes. Example: +15551234567 for a US number.
TracsConnect normalizes customer numbers it pulls from TRACS automatically (it strips dashes, parens, etc.), so this is usually a non-issue. The one place to be careful: when you set your From Phone Number during setup, type it in E.164 format yourself — (555) 123-4567 won’t be accepted.
Customers without a valid mobile number won’t get texted
Section titled “Customers without a valid mobile number won’t get texted”If a customer’s record in TRACS has a landline, a fake/garbage number, or no number at all, TracsConnect skips the send and logs it. We don’t fall back to email or any other channel — the message just doesn’t go out for that customer. You’ll see this on the delivery log so you know who was skipped.
Double-messaging risk
Section titled “Double-messaging risk”If you have both TracsConnect appointment reminders and another tool sending reminders to the same customers (e.g., a separate scheduling system that also texts), your customers may get two messages for the same appointment. Pick one source and turn the other off.
We recommend keeping reminders in TracsConnect so they go through Voxtelesys with your shop’s number and show up on the same delivery log as everything else.
Operational gotchas
Section titled “Operational gotchas”Rotating your access key
Section titled “Rotating your access key”If you ever need to rotate your Voxtelesys access key — for example, if you suspect it was leaked — create a new key in the Voxtelesys Portal and paste it into the TracsConnect setup window. Save. The old key keeps working until you actively revoke it in the Voxtelesys Portal. Revoke the old key only after you’ve confirmed the new one is working (a test send is enough).
Changing your From number
Section titled “Changing your From number”If you switch sending numbers (e.g., you port a new number to Voxtelesys), update the From Phone Number field in the setup window. New messages from that point forward use the new number. Messages already sent stay with whatever number they were sent under.
Disconnecting Voxtelesys
Section titled “Disconnecting Voxtelesys”If you disconnect Voxtelesys in the TracsConnect dashboard, all outbound messaging from TracsConnect stops. Reminders, alerts, and manual texts won’t go out until you reconnect or switch to a different texting provider. We don’t fall back to a default — disconnect means silent until you fix it.
When in doubt
Section titled “When in doubt”If something looks unexpected, the troubleshooting page covers the common cases. If it’s not there, contact support with the date and time of the message you’re asking about, and we can look it up on the delivery log.