Incoming or inbound SMS message showing as calls / not showing at all
Modified on: Tue, 18 Oct, 2022 at 5:45 PM
When inbound SMS is not coming into HighLevel
Try to reset Twilio number if you are NOT on Leadconnector phone system:
Login to https://www.twilio.com/login
Go to the top right -> Click Account -> Click Subaccounts
If there are too many subaccounts inside Twilio, you can go back to HL and copy the Account SIN for that location to search in Twilio:
Now go back to Twilio with the copied Account SID
Search based on the Twilio Subaccount SID in HighLevel agency settings -> Twilio
Paste the Account SID here and click on it:
Check if the Twilio number is MMS capable:
Click Phone numbers:
Check if it is configured as:
Voice
Webhook (POST):
https://services.leadconnectorhq.com/appengine/twilio/incoming_call
Messaging
Webhook (POST):
https://services.leadconnectorhq.com/appengine/twilio/incoming_message
If not, please click the phone number and scroll down to replace the webhook:
Select Configure With: Webhook, TwiML Bin, Function, Studio Flow, Proxy Service
Voice
Webhook (POST):
https://services.leadconnectorhq.com/appengine/twilio/incoming_call
Call Status Changes:
https://services.leadconnectorhq.com/appengine/twilio/incoming_call_status?initial_call=true
Click save and
Now you can test again to see if incoming SMS will show up in HighLevel.
If you have some messaging service that’s connected to the Twilio number, click into the messaging service here
Click Sender Pool on the left
Remove all the Twilio number here
If NOT:
Verify if the Twilio number has an icon † next to it
†Can send/receive SMS to domestic numbers only
Left panel, Click Monitor -> Messaging
Put the lead’s phone number (remove all phone format) in the TO field:
Click the Date on the left for further details:
If it says delivered but the contact is not receiving it, grab this Message SID and open a ticket with Twilio support
If you hover over the records, it will preview the content of the message. What does the status say?
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