Incoming or inbound SMS message showing as calls / not showing at all

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

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:


Webhook (POST):


Webhook (POST):

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


Webhook (POST):

Call Status Changes:

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


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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