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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / SMS blocked due to no ...
Customer Insights - Journeys forum
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SMS blocked due to no consent

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Posted on by Wei Wang 25
Hi community, 
 
I'm new to customer insights and I need help with SMS settings.
 
I set a customer journey for lead records. The customer journey contains both emails and SMS, when testing it, I can receive the emails properly but SMS kept being blocked by the system and the reason shows: No consent. I made sure the phone number I have on the Lead record has a Contact Point Consent record with value set to "Opt In." Also on the lead record itself, the "donotsendmm" = false. I also checked the preference profile, I created a purpose for SMS and set the enforcement model to "Restrictive." 
 
I tried the Test Send on the SMS, it's showing the message sent successfully, however I never received the text message on my phone. 
 
Does any one run into the same issue before? :(
 
 
 
 
Categories:
Consent and Compliance
Mobile (SMS and Push)
  • Farhad Malegam Profile Picture
    Farhad Malegam 12 on at
    SMS blocked due to no consent
    It sounds like you've covered most bases with your SMS settings. Double-check that the consent record is active and correctly linked to the phone number, and review compliance settings. If the issue persists, reaching out to support might help resolve it.
     
    Kind regards,
  • Suggested answer
    1216ScreenName Profile Picture
    1216ScreenName 12 on at
    SMS blocked due to no consent
    I had this issue and fixed by changing the formatting of the phone number. I had mine pointing at the mobile number field of the contact record, we originally had it formatted as (###) ###-#### but changing it to +1########## (+1 is my country code, remove all other formatting) got the message to go through. The phone number in the consent center had to match exactly as well.
  • Wei Wang Profile Picture
    Wei Wang 25 on at
    SMS blocked due to no consent
    Hi Dengliang, 
     
    We used a toll-free number provided by the client, and it's been authorized by Twilio. I'm not sure how to check it whether it's generated in the Azure Communication Services preview, can you please walk me through it? 
     
    Also, does that mean only US phone number will be receive the test SMS? (I'm testing with a Canadian phone number)
     
    Last, I tested it again with changing the Purpose to "Transactional", it's still showing blocked with reason of "No consent"
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    SMS blocked due to no consent
    Hi,
     
    Do you use the toll-free phone number generated in the Azure Communication Services preview?
    This phone number can only be sent within the United States.
     
    The toll-free number should only be used for transactional communication purposes, otherwise it will be blocked by the carrier, resulting in the inability to receive text messages.
     
    Best Regards,
    Dengliang Li
     

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