Problem:
Many of our clients and their representatives rely on cloud-based or on-premises VOIP phone systems (e.g., RingCentral) for SMS.  Currently, DocuSign’s SMS service cannot deliver to these numbers, citing “VOIP not supported due to security...” even though those platforms accept messages sent from standard short code phones.
 

Why This Matters to Our Law Firm:

• SMS has become the preferred communication/notification channel for many clients.
• Clients often ask us to send “consent to sign” texts on their behalf; they may have VOIP numbers.
• Failing to reach them by SMS delays closings, jeopardizes deadlines, and forces inconvenient workarounds (email links, phone calls) they don’t want to deal with.

Evidence & Competitive Impact:

• We successfully received verification codes and SMS via short code on the same RingCentral number that DocuSign SMS fails to reach from HIPPA complaint vendors.
• DocuSign competitors such as Adobe Sign, by contrast, supports SMS delivery to VOIP numbers; clients are already asking us to switch.

Proposed Feature Request:

• Whitelist major VOIP providers (RingCentral, 8x8, Zoom Phone, etc.) in DocuSign’s SMS routing.
• Enable short-code delivery to any SMS capable number, regardless of whether it’s identified as VOIP.
• Offer diagnostic logs for failed SMS, showing provider responses available to me directly without going through the support channels. (this transparency speeds troubleshooting.)
• Communicate roadmap and expected timeline.

Business Benefits:

• Improves customer satisfaction and retention in legal/financial sectors that mandate SMS OTP.
• Reduces help-desk tickets and support costs by eliminating “unsupported number” errors.
• Prevents revenue loss to competitors who already support VOIP SMS.

Please prioritize this enhancement in your product roadmap. Without SMS support for VOIP, our firm and many others will be forced to migrate to other platforms that meet our business needs.