Try to reset Twilio number if you are NOT on Leadconnector phone system:
If resetting the Twilio number is not working, When inbound SMS is not coming into CRM:
1. Login to https://www.twilio.com/login
2. Go to the top right -> Click Account -> Click Subaccounts
If you have multiple subaccounts in Twilio, you can return to the agency view on the platform, copy the Account SID for the specific location, and use it to search within Twilio.
If you are on LC phone, please contact support
Now go back to Twilio with the copied Account SID
Search based on the Twilio Subaccount SID in CRM agency settings -> Twilio
Paste the Account SID here and click on it:
Check if the Twilio number is MMS capable:
Click on Phone numbers:
Check if it is configured as:
If not, please click the phone number and scroll down to replace the webhook:
Click save and now you can test again to see if incoming SMS will show up in CRM.
If you have some messaging service that’s connected to the Twilio number, click into the messaging service here:
Note for LC phones that might be the case once signing up for A2P messaging service, don’t follow the steps here.
Click Sender Pool on the left
Remove all the Twilio numbers 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?
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. […]