When Call Events Aren't Working

If you're not seeing call events or call tracking data in Enrollio, the issue is usually on the Twilio side. This guide walks you through checking your Twilio account to diagnose the problem.

Pro Tip: Most call event issues stem from Twilio subaccount configuration or permissions. These steps help you verify everything is connected properly.

Step 1: Access Your Twilio Subaccounts

Log in to your Twilio console at console.twilio.com.

Click the Account dropdown in the top-right corner, then select Subaccounts.

[SCREENSHOT: Twilio console showing Account dropdown menu with Subaccounts option highlighted]

Step 2: Find Your Location's Subaccount ID

If you have multiple subaccounts in Twilio, you'll need to identify which one belongs to your location.

  1. Go back to Enrollio and navigate to Settings → Phone System → Twilio
  2. Copy the Account SID shown for your location
  3. Return to Twilio and use this ID to search for the correct subaccount
[SCREENSHOT: Enrollio Settings page showing Phone System section with Twilio Account SID field highlighted]

Step 3: Search for the Subaccount

In Twilio, paste the Account SID you copied from Enrollio into the search box.

Click on the matching subaccount when it appears in the results.

[SCREENSHOT: Twilio subaccounts page with search bar showing Account SID search and results]

Step 4: Verify You're in the Right Subaccount

Once you click into the subaccount, you'll see an orange banner at the top left of the screen. This confirms you're viewing a subaccount rather than the main account.

[SCREENSHOT: Twilio console showing orange subaccount indicator banner]

Step 5: Check the Call Logs

Now you can review the actual call activity:

  1. Click Monitor in the left sidebar
  2. Select Logs
  3. Choose Calls

Here you'll see all call events, including timestamps, duration, status, and any errors. If calls aren't appearing here, they're not reaching Twilio at all.

[SCREENSHOT: Twilio Monitor section showing Logs > Calls page with sample call records]

Common Issues to Check

  • No calls in logs: The phone number may not be properly connected to Enrollio
  • Failed call status: Check geo permissions or number configuration in Twilio
  • Calls appear in Twilio but not Enrollio: Webhook configuration issue — contact Enrollio support
Still stuck? If calls are showing in Twilio but not syncing to Enrollio, reach out to support with your Account SID and a specific call SID from the logs. This helps us diagnose webhook or connection issues quickly.