Locations connected to their own Twilio account need the correct webhooks so Twilio can pass inbound calls, incoming messages, and call status updates to GHL Customer Care.

Voice webhooks are configured on the individual Twilio phone number. Messaging can be configured directly on the number or through a linked Twilio Messaging Service, depending on the number's current configuration.

This guide provides the exact webhook endpoints, explains which messaging path to use, and includes troubleshooting steps for calls, messages, or status updates that do not appear correctly in GHL Customer Care.

These instructions apply to locations using their own Twilio account. They do not apply to phone numbers managed through GHL Customer Care's native LC Phone system.

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 GHL Customer Care before replacing a custom webhook.

What is Twilio Webhook Configuration?

Twilio webhooks tell Twilio where to send events when someone calls or messages one of your Twilio phone numbers. Correct webhook configuration allows GHL Customer Care 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 Twilio account, moving a number, changing a Messaging Service, or troubleshooting calls or texts that no longer appear correctly in GHL Customer Care.

Key Benefits of Correct Webhook Configuration

Webhooks create the connection between Twilio and GHL Customer Care for inbound communication. Correct configuration helps prevent missing calls, missing messages, and incomplete call-status information.

• Inbound Call Routing: Send incoming Twilio calls to GHL Customer Care's voice endpoint.
• Incoming Message Delivery: Route inbound SMS/MMS activity into GHL Customer Care.
• Call Status Synchronization: Send call-status events back to GHL Customer Care using the dedicated call-status webhook.
• Messaging Service Support: Configure inbound messaging correctly when multiple numbers use a Twilio Messaging Service.
• Faster Troubleshooting: Separate voice, direct-number messaging, and Messaging Service configuration so the correct failure point can be identified quickly.

Before You Begin

Confirming the correct Twilio account, phone number, and messaging path before editing webhooks prevents configuration changes from being applied to the wrong client or number.

• Confirm the affected GHL Customer Care location uses a connected Twilio account, not LC Phone.
• Log in to the Twilio account or subaccount 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 GHL Customer Care.

Webhook Endpoints at a Glance

Each event type must point to the appropriate GHL Customer Care endpoint. Copy these values exactly and use HTTP POST where specified.

Direct Number vs. Messaging Service

Incoming-message configuration depends on whether the Twilio number is using its own messaging webhook or belongs to a Messaging Service. Check the number's Active Configuration before changing messaging settings.

How to Set Up Twilio Webhooks for GHL Customer Care

Configure voice first, then configure messaging using the path that applies to the phone number. Save each configuration before testing so Twilio uses the updated webhook values.

Step 1: Open the Twilio Phone Number

1. Log in to the Twilio account or subaccount that owns the affected number.
2. Go to Phone Numbers → Manage → Active Numbers.
3. Select the phone number you want to configure.

Open Twilio Active Numbers →

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Step 2: Open the Number's Configure Tab

After selecting the phone number, open Configure. This page contains the routing, Voice Configuration, and Messaging configuration used for the number.

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Step 3: Confirm US1 Voice Routing

Under Voice Configuration, confirm the Routing area shows United States (US1) Region call routing is: Active. If US1 is not active, use Twilio's routing controls to update the configuration before continuing.

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Step 4: Configure Incoming Calls and Call Status Updates

Voice Configuration needs two GHL Customer Care endpoints: one for new inbound calls and one for subsequent call-status changes.

Configure with	Webhook, TwiML Bin, Function, Studio Flow, Proxy Service
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.

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Step 5: Confirm US1 Messaging Routing

In the phone number's Messaging configuration, confirm United States (US1) Region message routing is: Active.

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Step 6: Configure Incoming Messages

Use the path that matches the phone number's current Twilio configuration.

Path A — Number Is Not Connected to a Messaging Service

1. Remain on the individual phone number's Configure page.
2. Under Messaging, set Configure with to Webhook, TwiML Bin, Function, Studio Flow, Proxy Service.
3. Set A message comes in to Webhook.
4. Enter:
   https://services.leadconnectorhq.com/appengine/twilio/incoming_message
5. Set the method to HTTP POST.
6. Save the configuration.

Path B — Number Is Connected to a Messaging Service

If Active Configuration displays a linked Messaging Service, configure inbound messaging from that service instead of relying only on the number-level messaging field.

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1. From Active Numbers, click the linked Messaging Service.
2. Open Integration.
3. Under Incoming Messages, select Send a webhook.
4. Enter the following Request URL:
   https://services.leadconnectorhq.com/appengine/twilio/incoming_message
5. Set the Request URL method to HTTP POST.
6. Enter the same URL as the Fallback URL:
   https://services.leadconnectorhq.com/appengine/twilio/incoming_message
7. Set the Fallback URL method to HTTP POST.
8. Click Save.

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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.

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Troubleshooting Twilio 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.

Frequently Asked Questions

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