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Twilio Troubleshooting
Troubleshooting Issues Regarding the Twilio Integration on DicksonOne
- This article focuses on troubleshooting mechanisms for customers that may experience issues regarding the Twilio integration on DicksonOne.
- The Twilio integration is for SMS/Text messages and phone call notifications on DicksonOne and does NOT pertain to email notifications.
Troubleshooting SMS/Text Message and Phone Call Notifications
Reviewing Phone Calls or SMS/Text Message Logs in Twilio
When the DicksonOne events page displays that an alarm was triggered on DicksonOne but the user does not receive the SMS/Text message or phone call, then proceed to do the following. 1. Go to the Events page on DicksonOne and verify if a the DicksonOne system logs show that an SMS or a Phone call notification was delivered.




Submitting a Support Ticket to Twilio
If you reviewed the Twilio logs and identified an issue or do not understand what may be causing an issue with SMS/text message or phone call delivery logs, you can submit a support ticket to Twilio for further assistance. 1. Click on Docs and Support on the bottom-left navigation menu. 2. Click Support Center.

Reviewing Issues on DicksonOne
If the Events on DicksonOne show that a notification was delivered for SMS/text message or a phone call, you can review the alarm to see if a phone number has been flagged on DicksonOne. 1. Go to the device and click on Alarms. 2. Proceed to reviewing the Contacts associated with each alarm and see if there is an icon next to the phone number. 3. Hovering over will provide details if a number has been flagged or not. 4. If you are the account Owner (admin) you can go to https://www.dicksonone.com/blacklisted_recipients to remove the recipient from the list of flagged numbers for your account or contact support@dicksonone.com if you have further questions. 5. You can also have users text "Start" to the Twilio phone number associated with your Twilio account to opt into receiving SMS/text messages if a user accidentally blocked messages. You can review more information by going to https://support.twilio.com/hc/en-us/articles/223134027-Twilio-support-for-opt-out-keywords-SMS-STOP-filtering-.