Incoming Or Inbound SMS Messages Showing As Calls

Incoming Or Inbound SMS Message Showing As Calls / Not Showing At All

Modified on: Tue, 18 Oct 2022 at 5:45 PM

When Incoming or inbound SMS is not coming into HighLevel Try to reset your Twilio number if you are NOT on the Lead connector phone system:

Login to

Go to the top right -> Click Account -> Click Subaccounts

Incoming Or Inbound SMS Fix On Twilio Dashboard

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:

Twilio Setting

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:

Twilio number MMS capable

Click Phone numbers:

Click Phone numbers

Check if it is configured as:

Check Configured


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:

Call Status Changes Of Incoming Or Inbound SMS
Click save

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

Incoming Or Inbound SMS Active Numbers

Click Sender Pool on the left

Remove all the Twilio number here

Incoming Or Inbound SMS Sender Pool


Verify if the Twilio number has an icon † next to it 

†Can send/receive SMS to domestic numbers only

Incoming Or Inbound SMS check

Left panel, Click Monitor -> Messaging

Put the lead’s phone number (remove all phone format) in the TO field:

Incoming Or Inbound SMS Programmable Messaging Logs

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

Incoming Or Inbound SMS Message Details
Incoming Or Inbound SMS Delivery Steps

If you hover over the records, it will preview the content of the message. What does the status say?


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