Issue

You may experience issues with SMS forwarding not working as expected in Twilio Studio Flow. This issue often arises when the flow is triggered by an incoming SMS to a Twilio number, but the forwarding logic does not execute correctly. Despite having the correct setup, including the "Send Message" widget and E.164 formatted numbers, the forwarding may fail without any error messages in the Twilio Message logs.

Product

Twilio Studio

Environment

legacy Twilio Console

Cause

The issue may be caused by the messaging service integration settings. If the messaging service is set to "Receive the message" instead of "Defer to sender's webhook," it takes priority over the settings in the "Phone numbers" section, preventing the message from reaching the Studio Flow.

Resolution

To resolve the SMS forwarding issue in Twilio Studio Flow, follow these steps:

1. Check Messaging Service Settings:
   • Navigate to the Messaging Services section in the Twilio Console.
   • Ensure that the service is set to "Defer to sender's webhook" instead of "Receive the message."
2. Verify Studio Flow Configuration:
   • Confirm that the Studio Flow is correctly attached to the Twilio number.
   • Ensure that the "Send Message" widget is configured with the correct forwarding number in E.164 format.
3. Review Execution Logs:
   • Check the Studio Flow Execution Logs for any errors or failed widgets.
   • Ensure that the flow is triggered by incoming SMS messages.
4. Test the Setup:
   • Send a test SMS to the Twilio number and verify if the message is forwarded correctly.
   • If the issue persists, consider scheduling a support session with Twilio Support for further investigation.

Additional Information 

• Ensure that there are no conflicting settings in the Twilio Console that might override the Studio Flow configuration.
• If the issue is account-specific, compare the settings with another account where the flow works correctly.

Have questions about SMS forwarding in Twilio Studio Flow? Follow this guide to create an SMS-forwarding flow and attach it to your Twilio number.