Twilio provides various tools to help analyze the interaction between your application and its services. If a call encounters issues such as failure, delays, or unexpected behavior, these tools should be your go-to resources for troubleshooting.
You can access your Twilio account’s error logs through the Twilio Console. These logs provide insight into which Twilio resources were impacted and identify the responsible parties.
1. Log on to Twilio https://console.twilio.com/
2. Go to the top right -> Click Account -> Click Subaccounts
3. 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:
4. Now go back to Twilio with the copied Account SID
Search based on the Twilio Subaccount SID in agency level settings -> Twilio
Paste the Account SID here and click on it:
5. Click into the subaccount so you will see there’s an orange text on the top left:
Once you are in the subaccount inside Twilio:
6. First, let’s make sure the Twilio number is voice-capable:
Click on Phone numbers:
Check if it is showing the phone icon for the Twilio number:
7. Head to the Left panel, Click Monitor > Logs > Calls
Put the contact’s phone number (remove all phone format) in the FROM / TO field:
FROM field: Plug Contact’s phone in the to field to check for incoming calls
Paste the contact number who called your twilio number in the From field
We can refer to the first record as that’s when we route the call to the forwarding number
TO field: Plug the Contact’s phone in the TO field to check for outbound calls
8. Find the call where the issue occurred, then click on the linked date to access detailed information about that specific call.
9. Grab this Call SID and Create a support ticket with Twilio support to learn further
When you delete and release a number, Twilio holds it for 10 days in case you need to reclaim it. After this period, you’ll have to contact Twilio support to recover the number. If the sub-account is on LC Phone, please reach out to CRM support. By signing into the Twilio Console, you can recover […]
If you’re unable to use our tool to transfer numbers, please refer to the steps outlined below. Twilio phone numbers can be easily transferred between different projects by the Twilio Support team. To request this change, please gather the following information: Once the Twilio support team moves the number into the correct sub-account within your […]
After entering the subaccount, navigate to the bottom left and click on Settings. Click on Phone Numbers Click on the trash icon to remove the number Once you confirm by typing Delete below, Click on Confirm Delete If you’d like to retain or reset the Twilio number webhooks, select “NO” here to ensure the number […]
How to locate the gaining SID for the account: 1. Click on sub-account name on the top left 2. Click on Switch to Agency View 3. Click on Settings 4. Click on Phone Integration 5. That’s the master Twilio account SID 6. Click on Sub Account Settings 7. Select the pencil icon on the right […]
What is Hosted SMS? Hosted SMS enables you to send and receive text messages on voice-enabled numbers you currently use with a different carrier. It has no impact on your voice services. We simply register the number for SMS, allowing messages to be routed to and from the platform. What numbers can I host on […]
Step 1: Locate your Location ID: Step 2: Enter Customer Name (the name should appear exactly as it does on the telephone bill) First Name: Last Name: Business Name (if the service is in your company’s name): Step 3: Enter Service Address on file with your current carrier (Please note, this must be a physical […]
Number Name The internal label for the phone number could be something like “primary marketing number” or even named after the employee responsible for managing it. Forwarding Number When someone dials the newly purchased number, the call will automatically be forwarded to the designated phone number set in this field. Pass Called Number As Caller […]
Kindly share the Location ID with our support team for the Twilio number(s) you’re attempting to transfer. This will allow us to locate the ISV account’s Account SID on your behalf. 1. Create a support ticket with Twilio support With the Subject: Moving numbers request 2. Copy and paste this email CC: [email protected] and click […]
Ensuring consumer trust in voice communication is essential. People expect relevant and personalized interactions while being safeguarded from spam and intrusive calls. This guide outlines the latest best practices to help uphold a strong caller reputation. Why does caller reputation matter? Across the industry, ongoing efforts are being made to curb unwanted calls to consumers. […]