The CRM integrates seamlessly with Twilio to manage SMS and MMS communication, allowing users to send and receive text messages directly from within the platform. When you connect your Twilio master account to the CRM, a new Twilio sub-account is automatically created for each CRM sub-account (e.g., location) you add. This system helps keep SMS messaging organized across various parts of your business. Accessing Twilio Sub-Account Information To manage a specific Twilio sub-account linked to a CRM sub-account, follow these steps: Log into your primary Twilio account. In the top-right corner, select “Account” and then “Sub Accounts.” In the CRM, navigate to “Settings,” then “Phone Number,” and choose “Phone System Twilio.” Here, you’ll find the Account SID for each CRM sub-account. Copy the Account SID of the sub-account you want to access, and paste it into the Twilio sub-account search box. Reviewing SMS Activity Logs To view SMS logs within the correct Twilio sub-account, follow these steps: On the Twilio dashboard, select “Monitor,” then “Logs,” and click “Messaging.” For outbound messages, copy the lead’s phone number from the CRM’s conversation section. Paste the number into the “To” field in the Twilio log, and click “Filter.” You’ll see the delivery status of the SMS (e.g., “Delivered”). For more details, click on the date. For incoming messages, place the lead’s phone number in the “From” field instead. Troubleshooting SMS Issues If an SMS fails to deliver, you can retrieve the message SID from the detailed logs and submit it to Twilio support for investigation. Common causes of delivery issues include carrier blocks or file attachments that are too large for carriers to process. Ensuring MMS Functionality for Phone Numbers To check whether a Twilio phone number supports MMS (such as sending pictures), follow these steps: Go to the “Developer” section in Twilio. If you don’t see “Phone Numbers,” click on “Explore Products.” Scroll to “Phone Numbers” to view each number’s settings. Confirm that the phone number is labeled as “MMS Capable.”