Aleksandr Davydov

I have installed Incoming SMS, but I don't receive SMS

There could be a few reasons for this. We will go through each reason, how to identify the cause in your situation, and also troubleshooting steps. 

1. Twilio isn’t set up properly. 

Our module is meant to deliver SMS from Twilio to your B24.
If your Twilio configuration is wrong, You will not be able to SEND/RECEIVE SMS in Bitrix24. 

Verify that you have set up Twilio correctly for SMS

2. Twilio doesn’t support 2-way SMS communication for your location
(Countries such as Russia, Cuba, Costa Rica etc.)

Even though you might be able to send SMS from your Bitrix24 using a Russian Twilio number, Your number might be displayed as a CODE, making it impossible for clients to respond.

Hence, It’s important to verify that Two-way SMS is supported for your chosen Twilio number.

3. For US and Canda Twilio Numbers: Bitrix24 didn’t automatically append the “+1” country code. 

To verify that isn’t the problem, 

    1. navigate to the number you wish to receive an SMS from 

    2. add +1 to the number manually.

    3. Send a TEST SMS

3. Your Twilio webhook is wrong

4. The module wasn’t installed correctly. 

To troubleshoot,  for points 3 & 4, please follow the steps below:

  1. uninstall our module from your Bitrix.

  2. Send a TEST SMS from your Bitrix portal. Does it work?

  3. If yes, reinstall our module according to the instructions here-

  4. Send another TEST SMS from your Bitrix, then reply to this SMS.

  5. Check if you receive the reply in your Bitrix portal.

  6. If not, 

  • Navigate to the Twilio SMS to CRM homepage. Copy the link displayed in “Configure” (as highlighted in the screenshot).

  • follow THIS LINK to login to your Twilio account. You’ll see all your active phone numbers.

  • Navigate to the number you don’t receive SMSes from and click on it. A “properties page” opens. Scroll down to “Messaging”.

  • Paste the link you copied in “A message comes in” Webhook

You should receive SMSes now.

If you followed the steps above and you still don’t receive SMSes, uninstall the module completely, and Re-install as “admin”.
Twilio SMS to CRM module installation guide

If you still do not receive SMS in Bitrix, send an email to with the following information.

  1. Twilio webhook 

  2. Your Bitrix intranet address

  3. Screenshots of errors you get in B24

  4. Screenshots of your module settings

  • 13.11.2019