If resetting the Twilio number is not working, When inbound SMS is not coming into HighLevel:
1. Login to https://www.twilio.com/login
2. Go to the top right -> Click Account -> Click Subaccounts
If there are too many subaccounts inside Twilio, you can go back to the agency view in the platform and copy the Account SIN for that location to search in 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 HighLevel 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 HighLevel.
If you have some messaging service that's connected to the Twilio number, click into the messaging service here:
Note for LC phone 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
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:
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?