Troubleshooting

Here you can find the list of best practices and solutions for the most common issues with the Twilio Voice, SMS and WA.

Voice/Calls

Check your Twilio number availability

First step on troubleshooting is to check if your Twilio number is available and if it supports making the outgoing and incoming calls. The number may be suspended or on hold because of some verification processes. Please note that not all the numbers may be able to call all the countries.

Check your Twilio Logs

In the Monitor tab under your Twilio Account Dashboard you can find the logs regarding the incoming and outgoing calls to your Twilio numbers. By clicking on a chosen Call SID you can find more details about the call, its status and possible errors.

Voice Geographic Permissions

By default Twilio blocks the outgoing calls to foreign countries. If you need to make calls to some certain destinations, you need to enable them on the list of allowed countries. Select the country names on the list and click "Save".

Recordings and transcripts

If you would like the call recording files with their transcripts to be saved directly in the chats, you need to disable the media authentication so our app can access them. Please note that the media authentication is enabled by default.