How do I troubleshoot two-way SMS messaging issues in AWS End User Messaging SMS?

Resolution

You don't receive inbound messages from a two-way SMS number

To troubleshoot this issue, verify that the sender number is from the same country as the two-way SMS enabled number. Then, validate the sender number.

Note: Make sure that the number is in E.164 format.

If the sender number is valid and you still experience this issue, then complete the resolution for your event destination type.

Amazon SNS is the event destination

Note: It's a best practice to use a standard Amazon Standard Notification Service (SNS) topic. Don't use a First-In-First-Out (FIFO) topic.

If you use an AWS Identity and Access Management (IAM) role for two-way SMS messaging, then check that your IAM role has the required permissions and trust policies.

If you use the SNS topic for two-way SMS messaging, then check that your SNS topic has the required topic policy. For SNS topics that you encrypt with AWS Key Management Service (AWS KMS) symmetric keys, you must also add the following permissions policy to the key policy:

{
    "Effect": "Allow",
    "Principal": {
        "Service": "sms-voice.amazonaws.com"
    },
    "Action": [
        "kms:GenerateDataKey*",
        "kms:Decrypt"
    ],
    "Resource": "*",
    "Condition": {
        "StringEquals": {
          "aws:SourceAccount": "accountId"
        },
        "ArnLike": {
          "aws:SourceArn": "arn:aws:sms-voice:region:accountId:*"
        }
     }
}

Note: Replace accountId with your AWS account ID and region with your AWS Region.

Amazon Connect is the event destination

Make sure that your Amazon Connect instance is in the same Region as your two-way SMS number. Also, confirm that your IAM role has the required permissions:

{
    "Version": "2012-10-17",
    "Statement": [
        {
            "Effect": "Allow",
            "Action": [
                "connect:SendChatIntegrationEvent"
            ],
            "Resource": [
                "*"
            ]
        }
    ]
}

You must also attach the trust policy that you use for SNS topics to your role.

Your two-way SMS number doesn't show up on your Amazon Connect instance

Make sure that your IAM role has the required permissions for Amazon Connect. Then, check whether you exceeded the phone number quota for your Amazon Connect instance. To check your phone number quota or increase it, complete the following steps:

1. Open the AWS Service Quotas console.
2. In the navigation pane, choose AWS services.
3. Choose Amazon Connect.
4. Choose Phone numbers per instance.
5. Under Resource-level quotas, find your resource Amazon Resource Name (ARN) to see the phone number quota.
6. To request an increase, select your resource ARN, and then choose Request increase at resource level.

You don't see the option to activate two-way SMS for a claimed number

Two-way SMS functionality is only available in supported countries and for eligible number types.