How to Fix Twilio Call Events in HighLevel

You just launched a massive outbound calling campaign for your highest-paying client. The leads are warm, the scripts are dialed in, and your reps are hammering the phones. You log into the CRM to check the call logs and listen to the recordings so you can coach your team on their pitches.

But the call logs are completely empty. The triggers are not firing. Your automations that move leads down the pipeline based on call status are totally frozen. Your reps are making calls, but the CRM has no idea it is happening because the Twilio call events are broken. You are flying blind, and your client is asking for a report you cannot generate.

You cannot scale an agency if your phone tracking goes dark. Luckily, fixing broken Twilio call events is a simple diagnostic process. Let us jump into the backend and get your call logs tracking perfectly again so you can manage your team with absolute clarity.

Part 1: Access Your Twilio Subaccounts

Ready to streamline this? Here is exactly how to do it in 60 seconds:

1. Log in to your Twilio console.
2. Go to the Account dropdown on the top-right menu.
3. Click on Subaccounts.

Part 2: Locate the Exact Account SID

Stop guessing which subaccount belongs to which client. Let us grab the exact ID.

1. If there are too many subaccounts inside your Twilio dashboard to find the right one manually, go back over to your HighLevel dashboard.
2. Navigate to your agency settings and click on Twilio.
3. Find the specific location having issues and copy its Account SID.

Part 3: Search and Select the Subaccount

1. Head back to your Twilio console.
2. Search based on the Twilio Subaccount SID you just copied from HighLevel.
3. Paste the Account SID into the search bar and click on the result when it populates.

Part 4: Review the Call Logs

Now we can see exactly what the system is doing behind the scenes.

1. Click into the subaccount. You will see orange text on the top left of the screen confirming you are in the correct workspace.
2. On the navigation menu, click Monitor, then select Logs, and finally click Calls.
3. From here, you can review the specific call records and error codes to troubleshoot exactly why your call events are not passing through to your CRM.

Troubleshooting your call events ensures your CRM captures every single interaction so your automations trigger flawlessly.

Frequently Asked Questions

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