Troubleshoot Call Events Not Firing in Sparkforge

By Sparkforge Support Team ·Last reviewed May 3, 2026

When call events stop firing, match the Sparkforge sub-account SID to your carrier console, open the matching subaccount, and review Monitor > Logs > Calls to see exactly where the event chain broke.

Call events drive automation triggers, reporting, and conversation history. When they stop firing, the fastest path to a fix is matching the Sparkforge sub-account to its carrier-side subaccount and inspecting the call logs.

Step-by-step troubleshooting

  1. Open your carrier console (Twilio or equivalent) and click Account in the top-right menu, then Subaccounts.
  2. If the list is long, copy the Account SID for the affected location from Sparkforge agency settings under Settings > Twilio.
  3. Search the carrier subaccount list using that Account SID to jump straight to the matching subaccount.
  4. Click into the subaccount. The orange identifier in the top-left confirms you're inside the correct subaccount.
  5. Navigate to Monitor > Logs > Calls to view recent call activity, status callbacks, and any error codes.

What to look for in the logs

  • Status callback failures — repeated 4xx or 5xx responses point to a webhook configuration issue.
  • Missing events — if the carrier shows the event firing but Sparkforge has no record, the webhook URL or auth is likely wrong.
  • Call status mismatches — calls completing on the carrier but stuck in-progress in Sparkforge usually indicate dropped status callbacks.

If the logs confirm the carrier delivered events but Sparkforge didn't process them, open a support ticket with the call SID, sub-account ID, and timestamp.

Frequently Asked Questions

Where do I find the Account SID in Sparkforge?
Open agency settings, go to Settings > Twilio, and copy the Account SID listed for the affected location.
Why are some events delivered and others missing?
Intermittent failures usually mean webhook timeouts. Check the response time on your status callback endpoint and the carrier retry policy.
Do I need agency-level access to see the subaccount?
Yes. Subaccount visibility requires the master account credentials in the carrier console. Sparkforge agency admins have the Account SID needed to locate the subaccount.
What if the call logs are empty?
An empty log usually means the call never reached the carrier. Check sub-account configuration, geo permissions, and number assignment.

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