Troubleshooting Twilio

Overview

This troubleshooting guide is designed to help users with common questions or issues they may encounter when connecting and using Twilio as a third-party provider for an SMS number.

Messaging service is misconfigured

When attempting to manage SMS numbers and activating a Twilio number, if the sender's webhook isn't configured correctly you will receive the following error:

• Messaging service is misconfigured, please set the incoming message setting to “Defer to sender’s webhook.

To resolve this, follow these steps in Twilio's console:

1. Visit the messaging services page.

   
2. Click the messaging service you want to configure.
3. Click Integration in the left-hand navigation area.
4. Change the Incoming messages setting to Defer to sender's webook.
5. Select save.

This number already has a messaging service specific in Twilio

To resolve this:

1. In Twilio, go to the Develop tab > Explore products > Messaging.
2. Under Messaging, select Services and find the Messaging Service linked to your number.
3. Click on the service, then go to Sender Pool.
4. In the list of numbers, click Remove next to the relevant number.
5. Once removed, go to Ortto: Settings > Channels > SMS > SMS Numbers.
6. Click the 3 dots (…) next to the number to activate it.

This will automatically connect the number to Ortto, applying the correct webhook and messaging service settings.

Connecting a number to multiple accounts

• Twilio numbers and accounts: You can connect Twilio to multiple accounts, but a single Twilio number can only be linked to one account at a time.
• 404 Error when updating webhook: If you try to update the webhook URL to point to a different account, you may see a 404 error. This happens because each Twilio number can only have one webhook URL at a time.