GoHighLevel Webhooks for Twilio: Setup, Testing, and Troubleshooting

What a GoHighLevel and Twilio webhook connection does

A webhook is an HTTP request sent by one system when a defined event occurs. In this setup, Twilio is the event source and GoHighLevel is the destination that receives information about calls, messages, or call status changes.

The connection normally involves three separate paths:

• Incoming call webhook: sends information when someone calls a Twilio number.
• Incoming message webhook: sends inbound SMS or MMS activity.
• Call status callback: reports lifecycle changes such as ringing, in-progress, completed, failed, or busy.

These paths are related, but they are not interchangeable. A call status callback is not a replacement for an incoming call webhook, and a message webhook does not provide the same information as a voice event. Keeping the event types separate helps you determine whether a failure is caused by routing, contact matching, or status reporting.

Prepare the accounts and phone number ownership

Before changing settings, establish which Twilio number belongs to which GoHighLevel sub-account and decide what should happen when each event arrives. This ownership check is important because a technically valid webhook can still create operational problems if the number is assigned to the wrong location or sub-account.

You generally need:

• Access to the GoHighLevel agency and the relevant sub-account.
• Permission to edit Twilio user and phone number settings.
• A connected Twilio user profile in the GoHighLevel agency settings.
• Access to the Twilio Console and the active phone number configuration.
• A test phone that can make a call and send a message to the Twilio number.

Also write down the expected result for each event. For example, an inbound call may need to appear on a contact record, while a missed call may need to create a follow-up task or notification. This turns testing into a business-process check rather than a simple technical check.

Configure the Twilio user settings in GoHighLevel

GoHighLevel’s exact labels can change as its interface evolves, but the configuration principle remains the same: locate the connected Twilio user at the agency level and review the settings for incoming calls, incoming messages, and call status callbacks.

1. Open the GoHighLevel agency dashboard.
2. Go to the agency settings area and open the connected Twilio or phone system settings.
3. Select the Twilio user profile associated with the phone numbers you want to configure.
4. Locate the controls for incoming call webhooks, incoming message webhooks, and call status callbacks.
5. Enable the option that allows GoHighLevel to manage or apply the relevant webhook settings, where available.
6. Record or copy the generated values so they can be compared with the settings on the Twilio phone number.

The important outcome is not the toggle itself. It is that GoHighLevel has a defined endpoint for each event type and can associate the incoming number with the intended sub-account. If a setting appears to apply globally, confirm which Twilio user or number scope it actually controls before changing it.

Verify the phone number configuration in Twilio

GoHighLevel may apply the relevant settings automatically, but the Twilio number remains the place where inbound voice and messaging behavior is ultimately configured. Verification in Twilio is therefore part of the setup, not an optional afterthought.

1. Open the Twilio Console and go to the active phone numbers.
2. Select the number connected to GoHighLevel.
3. In the voice configuration, find the setting for what happens when a call comes in.
4. Confirm that the configured webhook matches the incoming call endpoint intended for GoHighLevel.
5. In the messaging configuration, confirm that the incoming message setting uses the corresponding message endpoint.
6. Review the status callback setting for the call lifecycle events you need to track.
7. Save any changes and allow the configuration to become active before testing.

Do not assume that one URL should be pasted into every field. The endpoint for an incoming call, the endpoint for a message, and the endpoint for call status events may be different. Compare each field with the value supplied or configured by GoHighLevel.

Test each webhook path independently

Run separate tests for calls, messages, and call status updates. A successful SMS test does not prove that voice callbacks are configured, and a visible call record does not prove that every status update is arriving.

Use a test contact that is easy to identify, and write down the test time, source number, destination number, and expected result. That evidence makes it easier to compare a missing event with an event that arrived but was matched incorrectly.

Troubleshoot missing or incorrect events

Start with the earliest point at which the expected chain breaks. The main diagnostic question is: Was the event not sent, not accepted, not matched, or not acted upon? Each answer points to a different class of problem.

Avoid changing several settings at once. Make one controlled adjustment, repeat the relevant test, and record the result. This preserves a usable troubleshooting trail and reduces the risk of fixing one event path while breaking another.

Design the workflow after webhook delivery works

Once events are arriving consistently, decide what each event should do. The right response depends on the business state, not just the fact that a webhook was received.

For example, a missed inbound call might create a follow-up task for a sales representative, while a completed call might update reporting without sending another customer message. An inbound SMS may require a human response, an internal notification, or a qualification workflow. These are different decisions and should not be bundled into one broad automation trigger.

Use a simple sequence:

1. Define the event: specify whether the trigger is an inbound call, a missed call, an inbound message, or a status transition.
2. Define the business state: decide what the event means for the customer or operational process.
3. Assign ownership: identify the person or queue responsible for the next action.
4. Choose the response: select a notification, task, message, record update, or reporting action.
5. Measure the handoff: determine how someone can see whether the action was completed.

Automation should begin only after these decisions are clear. If the workflow cannot distinguish a new inquiry from an existing conversation, adding more triggers will usually create noise rather than better response times.

For broader CRM architecture, lead management, and integration decisions, see ConsultEvo’s CRM consulting services. If a workflow must connect several business applications, Zapier automation consulting may also be relevant, provided the process logic is defined first.

Reporting and ownership considerations

Webhook data is useful only when it supports a decision. Before building dashboards, decide which questions the call and message data should answer. Examples include whether inbound activity is being acknowledged, whether follow-up is owned, and whether call outcomes are being recorded consistently.

Do not treat delivery volume as the same thing as performance. A high number of received messages does not show that conversations were handled, and a completed call status does not show that the intended next step occurred. Reporting should connect the event to the operational outcome that matters.

A useful review might compare:

• Inbound events received versus events matched to a contact.
• Missed calls or unanswered messages versus follow-up actions created.
• Follow-up actions assigned versus actions completed.
• Call status data received versus records with a meaningful outcome.

These measures should be adapted to the process you actually operate. More fields and more automations do not automatically produce better visibility.

For a broader view of connected CRM, automation, and operations systems, the ConsultEvo client work portfolio includes examples of operational problems addressed through connected systems and automation.

Operational rules for maintaining the integration

• Keep a record of which Twilio numbers belong to which GoHighLevel sub-accounts.
• Document the purpose of each webhook endpoint and the workflow that consumes its event.
• Retest after changing phone numbers, sub-account assignments, Twilio users, or routing logic.
• Give each customer-facing follow-up a clear owner and escalation path.
• Review failed or unmatched events rather than silently discarding them.
• Remove obsolete workflow branches and duplicate triggers as the process changes.

These controls help the integration remain understandable as the number of phone numbers, sub-accounts, and workflows grows.