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Problem with sms response return to d365 journey

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Posted on by LA-13031724-0

I am facing problems with the response to SMS sent by the journey, the SMS reaches the user but when responding to the journey it does not recognize the response, even responding Yes, the journey path always goes to No.

Analyzing the journey well, I notice that it is as if it does not recognize the delivery? It should go to the bottom step and then analyze the response coming from the user, I currently use Twilio as an SMS provider and it does not show any response problem.

This Twilio screen shows that the text message was sent normally.

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Dynamics 365 Customer Insights - Journeys

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Holly Huffman 6,538 Super User 2025 Season 2 on at

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Hi there! Good morning, evening, or afternoon - depending on where you are :) Hope you are well today!

The issue you're encountering, where the SMS response isn't being recognized in the journey, could stem from several factors. Here's how you can troubleshoot and resolve it:

1. Verify Twilio Integration

Ensure that Twilio is correctly configured in Dynamics 365 Customer Insights - Journeys. Double-check the webhook settings in Twilio to confirm that responses are being sent back to Dynamics 365.

Verify that the phone numbers used for sending and receiving messages are properly set up in both Twilio and Dynamics 365.

2. Check the Journey Configuration

Review the "Text Message Reply Received" condition in your journey. Ensure that the condition is correctly set to evaluate the expected response (e.g., "Yes").

Confirm that the time limit for evaluating the response is sufficient. If the user responds after the time limit, the journey might not recognize the reply.

3. Analyze the Response Data

Use Twilio's logs to verify that the response is being received and forwarded to Dynamics 365. Look for any discrepancies in the message content or format.

Check the interaction data in Dynamics 365 to see if the response is being logged. If not, there might be an issue with the integration or the journey configuration.

4. Test with a Sample Journey

Create a simple test journey with a similar SMS response condition. Send a test message and analyze the response behavior. This can help identify whether the issue is specific to the current journey or a broader problem.

5. Update Dynamics 365 and Twilio

Ensure that both Dynamics 365 and Twilio are up to date. Sometimes, updates include fixes for known issues with integrations.

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Edgar@LCI 59 on at

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Might be obvious but just in case,

1) in the messaging configuration section of twilio you have added the customer insights journey webhook URL.

2) you are not using a twilio trial account (I had this exact issue while I was on trial )

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