Can't view waba number on Connect instance

There are several potential reasons why your WhatsApp Business Account (WABA) phone number isn't showing up in your Amazon Connect instance. Here are some troubleshooting steps to resolve this issue:

1. Verify region consistency: Make sure your Amazon Connect instance is in the same AWS Region as your two-way messaging number. Region mismatches can prevent the phone number from appearing in Connect.

2. Check IAM role permissions: Confirm that the IAM role you're using has the necessary permissions for both Amazon Connect and AWS End User Messaging Social. The role should include permissions like:

• connect:SendChatIntegrationEvent
• social-messaging:GetLinkedWhatsAppBusinessAccountPhoneNumber
• Other WhatsApp-related permissions such as social-messaging:SendWhatsAppMessage

3. Verify phone number quota: Check if you've reached the phone number quota for your Amazon Connect instance. You can check this in the AWS Service Quotas console under Amazon Connect > Phone numbers per instance.

4. Trust policy configuration: Ensure that the trust policy used for SNS topics is also attached to your IAM role for Connect integration.

5. Phone number format: Verify that the phone number is in the correct E.164 format.

Since you mentioned that the SNS destination works correctly, the issue is likely specific to the Connect integration. The fact that your WABA account is in Active state but not appearing in Connect suggests a permissions or configuration issue rather than a problem with the WhatsApp account itself.

If you've verified all these settings and the issue persists, you may need to contact AWS Support for further assistance, as there might be specific account-level configurations or regional limitations affecting your setup.
Sources
Troubleshoot two-way SMS messaging issues | AWS re:Post
Set up WhatsApp Business messaging - Amazon Connect
Use service-linked roles and role permissions for Amazon Connect - Amazon Connect