What should you check if customer messages are not being received through a configured social media channel?

If customer messages are not being received through a configured social media channel, checking the channel authentication settings is crucial. Proper authentication is necessary for the integration between the social media platform and the Dynamics 365 system. If these settings are misconfigured or have become invalid (for instance, due to token expiration or changes in privacy policies), the connection may fail, preventing messages from being received.

Ensuring that the authentication settings are correct means verifying that the appropriate permissions are granted and that the integration can successfully pull messages from the social media platform. This can include checking API keys, tokens, and any other relevant credentials that enable the system to communicate with the social media channel.

While network connectivity, message volume limits, and agent availability may also play roles in message handling, they would be addressed after confirming that authentication settings are correct, as they would not fundamentally affect the ability to receive messages if the integration itself is not properly established.