Fix Inbound SMS Showing as Calls or Missing in Sparkforge

By Sparkforge Support Team ·Last reviewed May 3, 2026

If inbound SMS lands as calls or never appears, check that the Twilio number is SMS-capable, that the messaging webhook is configured, and that the message status in Twilio logs reads Delivered.

If incoming SMS messages are not appearing in Sparkforge — or showing up as calls — the cause is usually a misconfigured Twilio webhook or a number that is not SMS-capable. This guide walks through both Sparkforge Phone and Twilio setups.

At a glance

Sparkforge Phone users

Contact Sparkforge Support. Sparkforge Phone webhooks are managed for you, so a missing inbound is usually a backend issue.

Twilio (non-Sparkforge Phone) users

  • Confirm the number is SMS/MMS-capable.
  • Confirm the messaging webhook URL is set correctly.
  • Confirm Messaging Services are enabled.
  • Review the Twilio message logs.
  • If the issue persists, contact Twilio support.

Step-by-step fix for Twilio users

Step 1: Find the right Twilio sub-account

  1. Sign in at twilio.com/login.
  2. Open the account dropdown and click View Subaccounts.
  3. If there are many subaccounts, copy the Account SID from Sparkforge Agency View → Settings → Phone Integration → Sub-Account Settings.
  4. Paste the Account SID into the Subaccounts search and open the matching subaccount.

Step 2: Find the affected number

  1. Go to Phone Numbers → Manage → Active Numbers.
  2. Click the number that is having the issue.

Step 3: Check the messaging webhook

  1. Scroll to the Messaging section.
  2. Confirm the webhook URL points at the correct messaging endpoint. If it is missing or wrong, update it.
  3. Click Save.
  4. Send a test SMS to confirm the inbound now appears in Sparkforge.

Step 4: Confirm SMS capability

Look for the SMS capability marker next to the number. Some numbers can only send and receive SMS within their own country.

Step 5: Review message logs

  1. In Twilio's left sidebar, click Monitor → Logs → Messaging.
  2. Enter the lead's phone number in the To field — digits only, no spaces, dashes, or parentheses.
  3. Click the date row to view message details.

If the status reads Delivered but the message never appeared in Sparkforge, copy the Message SID and open a Twilio support ticket. Twilio is the source of truth for delivery and can confirm whether the message hit the webhook.

Frequently Asked Questions

Why are SMS messages showing up as calls?
The Twilio number's messaging webhook is missing or pointing at a voice URL. Update the messaging webhook to the correct messaging endpoint and save.
I use Sparkforge Phone — why does this guide say to contact support?
Sparkforge Phone webhooks are managed by Sparkforge directly. You cannot edit them yourself, so support has to investigate any inbound SMS issue.
What does Delivered status in Twilio mean if the message did not reach Sparkforge?
Twilio successfully sent the message to the carrier but the inbound webhook did not deliver it to Sparkforge. Open a Twilio ticket with the Message SID.
Can I receive international SMS to any Twilio number?
No. Some numbers only support SMS within their own country. Check the SMS capability indicator in Twilio for that specific number.
Where do I find my Twilio Account SID inside Sparkforge?
From the Agency view, go to Settings then Phone Integration then Sub-Account Settings. Each sub-account shows its Account SID.

Was this article helpful?

Related Articles