3326942 - SAP Marketing Cloud - SMS Campaign creates unexpected OUTBOUND_FAILED interactions.

A SMS campaign in SAP Marketing Cloud does not send the SMS to the contact, even the 'Ignore Marketing Permission' flag is set on the campaign. The contact runs into an OUTBOUND_FAILED interactions created for ID SAP_HYBRIS_MKT_IC-XXXXXXXXXXXXXXXXXXXXXXXXXXXXX.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

SAP Marketing Cloud

1. Create and execute a SMS campaign - alternatively set the 'Ignore Marketing Permission' flag
   
2. Observe that not all contacts receive the text message - some contacts received an OUTBOUND_FAILED interaction
   

On checking the interactions in detail, you observe that the OUTBOUND_FAILED interaction is created for ID SAP_HYBRIS_MKT_IC-XXXXXXXXXXXXXXXXXXXXXXXXXXXXX but not for the MOBILE ID.

On further checking you observe that the contact has a PHONE ID maintained and might even have permissions for the SMS communication medium provided.

The point is that text messages can be delivered to MOBILE numbers only - text messages won't be delivered to PHONE numbers.

Text messages in SAP Marketing Cloud are delivered to MOBILE IDs only, therefore make sure that the contacts have a valid MOBILE ID maintained.

The marketing permission configuration 'Assign Contact ID Origin to Communication Media' allows to have both, ID origins MOBILE and PHONE mapped to the communication medium SMS - the mapping of SMS to ID origin PHONE is obsolete due to the above mentioned design. The SMS campaign itself supports the MOBILE ID only.

This scenario and configuration item are briefly mentioned at the following SAP Help document:

SAP Help - Configuration for Permission Marketing

sms campaign, text message campaign, text message, mobile, phone , KBA , CEC-MKT-CPG-EXE , Campaign execution , CEC-MKT-DM-PER , Marketing permissions , Problem