Receiving SMS

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Hello!

I have done with the configuration of Omnichannel for Customer Service SMS Channel through Azure Communication Services with the Toll Free number and able to send outbound messages through Power Automate Flow but I'm facing issue when receiving messages, as I am not able receive the notification when customer sends messages to the same number from which I have sended the message. Can anyone help me with the issue?

I have followed the MS learn document: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-sms-channel-acs

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Dengliang Li Microsoft Employee on at

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Receiving SMS

Hi,

According to the official documentation.

Use trial phone numbers in the voice channel | Microsoft Learn
The toll-free number is a U.S. number, and you can only call this number from within the United States.

Therefore, are your customers sending you messages from within the United States?

Best Regards,
Dengliang Li

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