Not Receiving Inbound SMS on Amazon Connect

I understand you're having trouble receiving inbound SMS messages on Amazon Connect despite following the documentation. Let's go through some potential reasons and troubleshooting steps:

1. Two-way SMS setup: Ensure that you've properly enabled two-way SMS on the phone number in the AWS End User Messaging SMS console. This is crucial for receiving inbound messages.

2. Amazon Connect integration: Verify that you've correctly imported the phone number to your Amazon Connect instance after enabling two-way messaging.

3. Flow configuration: Check that you've updated your contact flows to branch on SMS contacts. Add a "Check contact attributes" block to your flow and set it to branch when the contact comes in on the SMS channel.

4. Regional availability: Confirm that two-way SMS is supported in your region. Amazon Connect for two-way SMS is only available in specific AWS Regions.

5. Production prerequisites: If you're moving to production, ensure you've completed all prerequisites:

   • Move your account out of SMS/MMS sandbox mode
   • Set up your registration for SMS/MMS
   • Confirm your spend quota matches your usage requirements
   • Check your opt-out lists

6. Carrier issues: Sometimes, carrier-specific factors or restrictions can prevent message delivery. Different carriers may handle messages differently.

7. CloudWatch Logs: Enable and analyze Amazon CloudWatch Logs for your SMS messages to get more detailed information about the delivery attempts and any potential issues.

If you've verified all these points and are still not receiving inbound SMS or seeing them in Connect or CloudWatch logs, it's recommended to open an AWS Support ticket. They can provide more specific insights based on your account configuration and help identify any underlying issues preventing inbound SMS reception.
Sources
Set up SMS messaging in Amazon Connect - Amazon Connect
AWS shows that the SMS was sent successfully, but the user did not receive it | AWS re:Post
Two-way SMS messaging in AWS End User Messaging SMS - AWS End User Messaging SMS
Set up two-way SMS messaging for a phone number in AWS End User Messaging SMS - AWS End User Messaging SMS