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?
This messaging policy is applicable to all subaccounts utilizing LC – Phone for communication within the CRM platform. Everyone expects the messages they want to receive to arrive without interference from filters or other barriers. A key way LC – Phone and its users can help ensure that outcome is by actively preventing and removing […]
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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 […]