How to Check SMS/MMS Logs and Troubleshoot in Twilio

The CRM integrates with Twilio to handle SMS and MMS communications, allowing users to send and receive text messages directly within the platform. When you integrate your Twilio master account with the CRM, a Twilio sub-account is automatically generated for each new sub-account (e.g., location) you add to the CRM. This structure helps organize and manage SMS communications for different parts of your business.

Accessing Twilio Sub-Accounts

To begin, you need to access the specific Twilio Sub-Account associated with the CRM sub-account you're interested in. Log in to your Twilio master account. Navigate to the top right corner and click "Admin" followed by "Account Management." 

This will lead you to a left-side menu. Once there, click Subaccounts.

In the CRM, go to Settings > Phone Number > Phone System Twilio to find the Account SID connected to each CRM Sub-Account. Copy the Account SID of the sub-account you wish to check and paste it into the Twilio sub-account search field.

Checking SMS Logs

Once you're in the correct Twilio Sub-Account, follow these steps to check the SMS logs. On the left-hand side, click on Monitor > Logs > Messaging. 

Next, from the CRM's conversation tab, copy the lead's phone number to check for an outbound SMS.

Paste the phone number into the "To" field in the Twilio logs and click "Filter". You'll see the status of the SMS (e.g., "Delivered"). Click on the date to view detailed delivery steps.

For incoming messages, paste the lead's phone number in the "From" field instead and Filter.

Checking MMS Capabilities

To ensure your Twilio number can send MMS (e.g., pictures), follow these steps:

Go to the Develop tab > Phone Number > Manage > Active Phone Numbers and check if the phone number is marked as "MMS Capable".

Troubleshooting SMS Delivery Issues

If an SMS fails to deliver, you can copy the message SID from the detailed log and submit a ticket to Twilio support for further assistance. Common issues include carrier blocks or attachments that are too large for carriers to process.

By integrating Twilio with your CRM, you can simplify SMS and MMS communication, ensuring messages are sent and received efficiently. Regularly checking logs and troubleshooting issues will help maintain smooth operations. If you run into any challenges, Twilio’s support team can assist in resolving them.