On the website it looks like the message is purposefully withholding the information that A) the text went to everyone, and B) the person who replied wasn’t ‘Richard”
But the value is the customer received a personal-feeling experience even though it wasn’t actually what they probably thought. And you showed that by having the customer say, “Yo Richard!” as to imply that they had their guard down and were being informal.
I could argue that even though it is dishonest (in that withholding information can be regarded as a form of dishonesty), it is still ensuring greater success by creating a perceived personal relationship. And that’s also psychologically beneficial to the customer and their success with whatever product is being supported.
It seems like you will have to be very careful in how this experience is portrayed, marketed, and worded to get around the subterfuge aspect.
A technology approach could be to have it automatically say, “I forwarded your text to John and he replied “I restarted the server for you. Everything should be working.”
You’re in a delicate position where the value in your startup is due to a psychological perception that’s based in withholding information. You’ll need to trot down that path very carefully so that you still can maximize the psychological benefits to the customer while minimizing the appearance of deceit.
But I think it definitely provides for a great customer experience.