Sub-accounts connected to their own phone provider account need the correct webhooks so inbound calls, incoming messages, and call status events can be passed to the platform.
Voice webhooks are configured on the individual phone number. Messaging can be configured directly on the number or through a linked messaging service, depending on the provider configuration.
This guide provides the required webhook values, explains which messaging path to use, and includes troubleshooting steps for calls, messages, or status updates that do not appear correctly in the platform.
These instructions apply to sub-accounts using their own connected provider account. They do not apply to phone numbers managed through the platform-managed phone service.
If another application intentionally controls the phone number's existing webhooks, replacing those values can change how inbound traffic is routed. Confirm that the number should route calls and messages into the platform before replacing a custom webhook.
What is Webhook Configuration?
Webhooks tell your connected phone provider where to send events when someone calls or messages one of your phone numbers. Correct webhook configuration allows the platform to receive those events and display or process them inside the connected sub-account.
Voice configuration controls incoming calls and call status updates. Messaging configuration controls incoming SMS/MMS messages.
These settings are especially important after connecting an existing provider account, moving a phone number, changing a messaging service, or troubleshooting calls or messages that no longer appear correctly in the platform.
Key Benefits of Correct Webhook Configuration
Webhooks create the connection between the connected provider and the platform for inbound communication. Correct configuration helps prevent missing calls, missing messages, and incomplete call-status information.
- Inbound Call Routing: Send incoming provider calls to the platform's voice endpoint.
- Incoming Message Delivery: Route inbound SMS/MMS activity into the platform.
- Call Status Synchronization: Send call-status events using the dedicated call-status webhook.
- Messaging Service Support: Configure inbound messaging correctly when numbers use a shared messaging service.
- Faster Troubleshooting: Separate voice, direct-number messaging, and messaging-service settings so failures can be isolated more quickly.
Before You Begin
Confirming the correct provider account, phone number, and messaging path before editing webhooks prevents configuration changes from being applied to the wrong sub-account or number.
- Confirm the affected sub-account uses a connected provider account, not the platform-managed phone service.
- Log in to the provider account or child account that owns the phone number.
- Identify the exact phone number experiencing the issue.
- Confirm whether the phone number is attached to a messaging service.
- Do not replace webhook values belonging to another intentional integration unless the number should now route into this platform.
A2P 10DLC is separate from webhook configuration. Registration notices may appear on the same provider screens. Completing webhook setup does not replace applicable A2P registration requirements.
Webhook Endpoints at a Glance
Each event type must point to the appropriate platform endpoint. Copy these values exactly and use HTTP POST where specified.
| Event | Provider Field | Endpoint | Method |
|---|---|---|---|
| Incoming Call | A call comes in | https://services.leadconnectorhq.com/phone-system/voice-call/inbound | HTTP POST |
| Call Status Update | Call status changes | https://services.leadconnectorhq.com/appengine/twilio/incoming_call_status | HTTP POST |
| Incoming SMS/MMS | A message comes in / Request URL | https://services.leadconnectorhq.com/appengine/twilio/incoming_message | HTTP POST |
| Messaging Fallback | Fallback URL | https://services.leadconnectorhq.com/appengine/twilio/incoming_message | HTTP POST |
Do not mix the endpoints. The incoming-call URL, call-status URL, and incoming-message URL perform different functions.
Direct Number vs. Messaging Service
Incoming-message configuration depends on whether the phone number uses its own messaging webhook or belongs to a shared messaging service. Check the number's active configuration before changing messaging settings.
| Configuration | Where to Configure Incoming Messages |
|---|---|
| No messaging service linked | Configure the phone number's Messaging settings directly. |
| Messaging service linked | Open the linked messaging service and configure its Integration settings. |
Voice configuration is still managed on the individual phone number. A linked messaging service changes the messaging setup path, not the voice setup.
How to Set Up Webhooks
Configure voice first, then configure messaging using the path that applies to the phone number. Save each configuration before testing so the provider uses the updated webhook values.
Step 1: Open the Phone Number
- Log in to the provider account or child account that owns the affected number.
- Open the provider's Active Numbers area.
- Select the phone number you want to configure.
Step 2: Open the Number's Configuration
Open the selected phone number's configuration page. This contains the routing, voice, and messaging settings used by the number.
Step 3: Confirm US1 Voice Routing
Under the phone number's voice configuration, confirm the routing area shows United States (US1) Region call routing is: Active. If US1 is not active, use the provider's routing controls to update the configuration before continuing.
Step 4: Configure Incoming Calls and Call Status Updates
Voice configuration needs two endpoints: one for new inbound calls and one for subsequent call-status changes.
| Configure with | Select the option that supports a Webhook handler. |
| A call comes in | Webhook |
| Incoming Call URL | https://services.leadconnectorhq.com/phone-system/voice-call/inbound |
| HTTP | HTTP POST |
| Primary handler fails | No change required for this setup. |
| Call status changes URL | https://services.leadconnectorhq.com/appengine/twilio/incoming_call_status |
| Call Status HTTP | HTTP POST |
| Caller Name Lookup | Optional. Leave at your preferred setting. |
Save the phone-number configuration after entering the values.
Step 5: Confirm US1 Messaging Routing
In the phone number's messaging configuration, confirm United States (US1) Region message routing is: Active.
Step 6: Configure Incoming Messages
Use the path that matches the phone number's current provider configuration.
- Remain on the individual phone number's configuration page.
- Under Messaging, select the configuration option that supports a Webhook.
- Set A message comes in to Webhook.
- Enter:
https://services.leadconnectorhq.com/appengine/twilio/incoming_message - Set the method to HTTP POST.
- Save the configuration.
If the number's active configuration displays a linked messaging service, configure inbound messaging from that service instead of relying only on the number-level messaging field.
- From Active Numbers, open the linked messaging service.
- Open Integration.
- Under Incoming Messages, select Send a webhook.
- Enter the following Request URL:
https://services.leadconnectorhq.com/appengine/twilio/incoming_message - Set the Request URL method to HTTP POST.
- Enter the same value as the Fallback URL:
https://services.leadconnectorhq.com/appengine/twilio/incoming_message - Set the Fallback URL method to HTTP POST.
- Click Save.
The call-status callback configured earlier belongs to the phone number's voice configuration. Do not copy the call-status URL into the messaging service's Delivery Status Callback field.
Step 7: Test the Configuration
After saving the provider configuration, test each communication path separately so you can identify exactly which webhook is working or failing.
- Call the configured number from an external phone and confirm the incoming call reaches the platform.
- Send an SMS to the number and confirm the message appears in Conversations.
- Review the associated call activity to confirm call-status information is updating.
Troubleshooting Webhooks
Troubleshoot the event that is failing instead of changing every webhook at once. Voice, call status, and messaging use separate configuration fields, so one can fail while the others continue working.
Confirm the correct phone number is selected, US1 voice routing is active, A call comes in is set to Webhook, the incoming-call URL is exact, the method is HTTP POST, and the configuration has been saved.
Re-check the Call status changes URL and confirm it uses HTTP POST. The call-status endpoint is different from the inbound-call endpoint.
First determine whether the number is attached to a messaging service. If it is, check the service's Integration settings. If it is not, check the number-level messaging webhook. Also confirm the phone number supports SMS.
Review the connected provider's messaging logs for the affected message. Confirm the message reached the provider, note its status and message identifier, and keep those details available if the issue requires escalation.
If the connected provider contains multiple child accounts, confirm the affected number belongs to the same account connected to the sub-account before changing webhooks.
Review whether another connected application or integration is managing the phone number. Repeatedly replacing webhooks without identifying the system that owns them can cause routing conflicts.
Frequently Asked Questions
Need Help?
Before Contacting Support
Complete these checks first so the issue can be isolated more quickly:
- Confirm the affected sub-account uses a connected provider account.
- Confirm the correct provider account owns the phone number.
- Verify US1 routing is active where required.
- Verify the incoming-call URL and HTTP method.
- Verify the call-status URL and HTTP method.
- Determine whether messaging is configured directly on the number or through a messaging service.
- Verify the applicable incoming-message webhook.
- Run a fresh inbound call and SMS test after saving the configuration.
Still Need Help?
When contacting Support, include:
- Affected sub-account
- Affected phone number
- Connected provider account or child account
- Whether the issue affects calls, messages, call status, or multiple event types
- Exact timestamp of a failed test
- Call or message identifier when available
- Screenshots of the current webhook configuration
- Any provider error message or log entry associated with the failed event