Why it occurs
This issue typically occurs when the sender’s Inbound configuration is not set to forward messages to Conversations or Answers. Without this routing, the number will not appear in the sender drop-down menus or be available for use.
Steps to resolve the issue
1. Go to the Numbers settings
– Log in to your Infobip account, and go to Channels and Numbers.
– Locate the sender number that is missing from the drop-down menu.
2. Set the non-forwarding action
– Select the number you want to edit, and go to the SMS tab.
– Select the Inbound configuration tab.
– Under the Default configuration, select the pencil icon to edit settings.
– Under Non-forwarding action, choose Conversations (Forward messages to Answers or Conversations).
– Select Configure and save your changes.
3. Refresh Conversations or Answers
– Return to Conversations or Answers.
– Try to compose a new message or configure the sender in your bot.
– Check if the sender number is now visible and selectable.
4. Contact Support
If you still can’t see the sender or encounter other issues, contact our Support team at [email protected].
Include the following in your message:
– Your Infobip account ID
– The sender number
– A screenshot of the sender’s configuration
– Steps you followed during troubleshooting
– Any error messages received
