TABLE OF CONTENTS

• How to fix this (At a Glance)
  • ✅ For LC Phone Users
  • ✅ For Twilio Users (Non-LC Phone)
• Step-by-Step Fix (for Twilio Users)
  • Step 1: Log in to Twilio.
  • Step 2: Find the Correct Twilio Number
  • Step 3: Confirm Webhook Configuration
• Check SMS Capability
• Review Message Logs

How to fix this (At a Glance)

✅ For LC Phone Users

• Contact TWIM CRM Support for resolution.

✅ For Twilio Users (Non-LC Phone)

• Check Twilio Number Configuration
  • Number is SMS/MMS-capable
  • Webhook URL is correctly set for messaging?
• Check If Messaging Services Are Enabled ?
• Review Message Logs
• If issue still persist contact Twilio support. 

Step-by-Step Fix (for Twilio Users)

Step 1: Log in to Twilio.

• Go to twilio.com/login  and Sign in.

• In the top-left drop-down, Click Account Name > View Subaccounts.(Refer screen-shot below)

• In Subaccounts, paste the Account SID into the search bar to find the matching subaccount. (refer screenshot 3.0)

• Click on Sub Account you were looking for.

• Go to Phone Numbers > Manage > Active Numbers*(screenshot 3.1)*

• Click the phone number in question.

Screenshot 3.0

Screenshot 3.1

Step 3: Confirm Webhook Configuration

• Scroll down and check the Messaging webhook settings.
• If it’s missing or incorrect, update it according (Screenshot 3.2 and 3.3)
• Click Save.

Screenshot 3.2

Screenshot 3.3

Now test to see if inbound messages are appearing correctly.

Check SMS Capability

Look for this (icon: †)next to the number—it means the number can send/receive SMS only within the country. (screenshot 3.4)

• In the left sidebar, Click Monitor > Logs > Messaging.
• Enter the lead’s phone number in the To field (numbers only—no spaces, dashes, or parentheses). (screenshot 4.0)
• Review the message status.
• Click the Date to view message details.