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The new iPhone 14
sallcorp's profile

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1 Message

Wednesday, March 15th, 2023 1:27 PM

A single user in a group text is getting each new text from a different number or in a conversation thread


I work in sales, and we recently setup our crew for new-lead notifications using an email-to-sms gateway. Everyone else on the "group text"-list receives the notifications from the same, singular number. However, only one user receives each new message from this group text from a different number / in a different conversation thread.

This user has an iPhone 14 Pro Max, and his carrier is AT&T. 

We've reached out to our CRM provider for initial troubleshooting. We've confirmed that the originator of the group text messages should be from one number, so we are unsure why their notifications are sending from multiple numbers to this specific user. We also added other users with an iPhone 14 Pro Max and AT&T to the notification list, but they didn't experience any issues (they all got the group texts from the same number / in the same conversation thread). We've tried switching the problem-user's gateway from SMS to MMS, but that did not help... 

This user needs text message notifications for new leads, but it's hyper-annoying for these messages to come from different numbers / in different conversation threads. I am at a loss how to troubleshoot this further... Our text notifications are sending from one number, so how on earth is it separating into different numbers for just this one user?? 

Our CRM provider is confident this is a "carrier" issue, but I don't know how to troubleshoot "carrier" issues. Is there a setting in the iPhone 14 or maybe in an AT&T app that's causing his group texts to send from different numbers?? 

Any help would be great!



Community Support


214.9K Messages

3 months ago

Hi there @sallcorp, we want to make sure all of your users are receiving these notifications from the intended number in the group chat. 


As you've mentioned, this may be caused by a setting in the user's device or messaging app. Have them check to confirm they're eligible for Advanced Messaging as it includes group messaging capabilities up to 100 contacts. 

The user can check for this feature by going into their messaging app's Settings > Advanced Messaging and toggling it On. They can view other message settings by going into their device's Settings > Messages and adjusting the available settings from there. 


Please have the user in question reach out to us, so we can connect and troubleshoot with them directly.

Dylan, AT&T Community Specialist




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