Twilio provides various tools to help analyze the interaction between your application and its services. If a call encounters issues such as failure, delays, or unexpected behavior, these tools should be your go-to resources for troubleshooting.
How to navigate to the Call Logs and how to use them?
You can access your Twilio account's error logs through the Twilio Console. These logs provide insight into which Twilio resources were impacted and identify the responsible parties.
1. Log on to Twilio https://console.twilio.com/
2. Go to the top right -> Click Account -> Click Subaccounts
3. If there are too many subaccounts inside Twilio, you can go back to HL and copy the Account SIN for that location to search in Twilio:
4. Now go back to Twilio with the copied Account SID
Search based on the Twilio Subaccount SID in agency level settings -> Twilio
Paste the Account SID here and click on it:
5. Click into the subaccount so you will see there's an orange text on the top left:
Once you are in the subaccount inside Twilio:
6. First, let's make sure the Twilio number is voice-capable:
Click on Phone numbers:
Check if it is showing the phone icon for the Twilio number:
7. Head to the Left panel, Click Monitor > Logs > Calls
Put the contact's phone number (remove all phone format) in the FROM / TO field:
FROM field: Plug Contact's phone in the to field to check for incoming calls
Paste the contact number who called your twilio number in the From field
We can refer to the first record as that's when we route the call to the forwarding number
TO field: Plug the Contact's phone in the TO field to check for outbound calls
8. From there, look for the Call where the problem happened. Click the hyperlinked dates to go deeper into the details for each call.
9. Grab this Call SID and Create a support ticket with Twilio support to learn further