Troubleshooting: Inbound SMS Showing as Calls or Not Appearing at all.

Modified on: Wed, 8 Jul, 2026 at 5:18 AM

SMS Troubleshooting

Incoming SMS Not Showing Up (or Appearing as Calls)

How to troubleshoot and resolve missing or miscategorized inbound texts, for both Twilio and LC Phone.

Overview

If you're not seeing incoming SMS messages in the platform — or they're showing up as calls instead — this guide walks you through how to troubleshoot and resolve the issue based on whether you're using Twilio or LC Phone.

Table of Contents

How to Fix This (At a Glance)

Step-by-Step Fix (for Twilio Users)

Check SMS Capability

Review Message Logs

Frequently Asked Questions

How to Fix This (At a Glance)

✅ For LC Phone Users

Contact 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 the issue still persists, contact Twilio Support.

Step-by-Step Fix (for Twilio Users)

Step 1

Go to twilio.com/login and sign in.
In the top-left drop-down, click Account Name > View Subaccounts.

Twilio account dropdown showing View Subaccounts

Note

If you have multiple subaccounts and can't find the right one, go to your Agency View > Settings > Phone Integration > Sub-Account Settings. Search for the account you're troubleshooting and copy the Account SID as shown in Screenshot 2.0 below.

Copying the Account SID from Sub-Account Settings

Screenshot 2.0

Step 2

Find the Correct Twilio Number

In Subaccounts, paste the Account SID into the search bar to find the matching subaccount.
Click on the sub-account you were looking for.
Go to Phone Numbers > Manage > Active Numbers.
Click the phone number in question.

Screenshot 3.0

Active Numbers list under Phone Numbers > Manage

Screenshot 3.1

Step 3

Confirm Webhook Configuration

Scroll down and check the Messaging webhook settings.
If it's missing or incorrect, update it accordingly (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 the dagger icon (†) next to the number — it means the number can send/receive SMS only within the country.

Dagger icon indicating domestic-only SMS capability

Screenshot 3.4

Review Message Logs

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).
Review the message status.
Click the Date to view message details.

Twilio Messaging logs filtered by phone number

Screenshot 4.0

Note

If the message status is "Delivered" but nothing shows in the platform, copy the Message SID and open a ticket with Twilio Support.

Frequently Asked Questions

Q: How do I know if I'm using Twilio or LC Phone?

Check your number under Settings → Phone Numbers. Numbers provisioned through the platform's built-in phone system are LC Phone; numbers connected through your own Twilio account are Twilio numbers.

Q: I have several Twilio subaccounts and can't tell which one is mine — what do I do?

Grab the Account SID from Agency View → Settings → Phone Integration → Sub-Account Settings, then paste it into the subaccount search bar in Twilio to jump straight to the right one.

Q: Why would an incoming text show up as a call instead of a message?

This typically happens when the Twilio number's messaging webhook is missing, pointed at the wrong URL, or was overwritten by another integration. Reconfiguring the webhook in Step 3 usually resolves it.

Q: What does the dagger icon next to a number mean?

It flags a number that can only send and receive SMS within its own country. If you're messaging internationally from that number, this is likely why messages aren't arriving.

Q: The Twilio log shows "Delivered" but I still don't see the message — who's responsible?

At that point the message reached Twilio successfully, so the gap is on the delivery/webhook side. Copy the Message SID and open a ticket with Twilio Support so they can trace where the payload stopped.

Q: I'm on LC Phone and having the same issue — can I fix the webhook myself?

No. LC Phone numbers are managed on the platform's side, so you won't have direct access to webhook settings. Contact Support and they'll investigate and resolve it for you.