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Chat Agents not sending out texts to Twillio
# ❓・bug-report
b
Hi! Our company previously has only use Voice Agents, and are now trying to add Chat agents. I picked a Twillio phone number in Retell that was already approved for a text messaging campaign by Twillio. I added our Twillio SID and Auth Token to the number. However when I now try and send a text using the "Make an Outbound SMS" button, the text message doesn't get sent out to Twillio, I see nothing in their logs. Same thing when I try to launch a chat convo via the API, I see the chat created in the history, but no messages get sent out. Steps I've taken: 1) Checked that the Twilio vars are correct 2) Checked Twilio logs, nothing there for this number 3) Double checked that the number is active and has an active campaign, it does
s
which country number are you using?
b
This is a US based number
+1
@Shah - support @ Retell AI
s
have you Setup SMS Function in Advanced Add-Ons
b
s
useInboundWebhookOnNumberCalled is enabled in your phone number configuration and Make sure you've attached a chat agent to the number for SMS (inbound/outbound SMS agents). you need to set up both inbound and outbound SMS agent configurations.
b
I have an inbound and outbound SMS agent set
Do I necessarily need an inbound webhook for the sms agent to function?
s
no you dont need When calling the Create Outbound SMS API, are you getting a successful 200 response with a chat_id? Or are you getting an error code?
b
So yes, it's succesful
Basically it feels like the link between Retell and Twilio isn't working
o
Hello @Ben , your agent and the set up is fine , the agent just not saying anything , make it use custom message in the beginning instead of dynamic, I Just tested it and it works fine.
b
Hmm, I'm super confused because it's still not working for me even with the custom messgae that you added, but I do see that you managed to get it to text you a few minutes ago
o
which one is your number , ends with what?
b
7002
I dm'd you a video where you can see your message, but no message is coming up for me
o
you are using version one , which still used the dynamic message.
b
Oh there we go, you're the goat!
Ty ty
o
you are welcome
b
Hi @Omar Ashraf | Community Lead, could I get some support on getting this communication to be two directional. I'm not getting any response when I reply to the AI
I'm seeing some documentation around 
useInboundWebhookOnNumberCalled
but not sure where that lives?
Docs around this could be clearer 😅
@Shah - support @ Retell AI Do you know where the 
useInboundWebhookOnNumberCalled
setting is in the UI?
s
useInboundWebhookOnNumberCalled is optional. it is only needed if you want to Filter/reject certain inbound SMS or Add custom context (dynamic variables, metadata). It is not in UI only through api
b
Are you sure it's optional? In the docs it says "Setting up two-way SMS conversations (requires enabling useInboundWebhookOnNumberCalled)"
Is there a way to figure out why their isn't a response to my texts if it isn't that?
s
sorry for that i have rechecked and yes it's need if you bring Your Own Twilio Number
b
OK, and how do you enable it? I'm not seeing anything in the API docs for 
useInboundWebhookOnNumberCalled
https://docs.retellai.com/api-references/update-phone-number#response-sip-outbound-trunk-config-one-of-0
s
I will check it with the team as there is no docs available how to configure useInboundWebhookOnNumberCalled
b
OK I need this by EOD if it's possible to have an update before then, thanks so much for your help!
s
I have shared it with the team once i got reply i will update you
Hi, team has checked and they want you to check this in docs as it is already mentioned https://docs.retellai.com/deploy/enable-sms
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