Phone number ID c72a6255-741b-460e-8441-8e3aadebf5bb (10DLC‑approved Twilio phone number; SMS enabled in Vapi) +1 (938) 300 2258 When some users text +1 (938) 300 2258 they are not able to chat to the agent. Can you please look into why? Other users who text the same number are able to chat to the agent successfully. Example of successful SMS chat with Agent +1 (938) 300 2258: Chat ID: c0c23e4f-fb10-41bb-93b9-e3531634772e Organization ID: 339a6758-d831-48b8-963e-f15a8e83ac02 Assistant ID: 9d123554-9acf-4c0a-b36c-a668f61bce70 Session ID: f3fdc285-d8b2-4862-961c-21f4961cd2ed STR 1. Text +1 (938) 300 2258 with "Hi" Expected: Agent replies with "Hi, I'm Cara, and I'm here to help. I'll be doing your health risk assessment, home safety check, or medication and meals review today. To get started, just say 'health risk,' 'home safety,' or 'medications and meals'." Received: There is no reply. Keep repeating step 1 by sending any message, there is no reply.

Suggestion: Please verify that the users who are not receiving SMS responses are texting from US-based phone numbers. Vapi SMS chat only supports US-to-US messaging with Twilio 10DLC-approved numbers; messages from non-US numbers will not work ([see documentation](https://docs.vapi.ai/phone-numbers/inbound-sms)). If the affected users are US-based and still experiencing issues, let me know so I can suggest the next troubleshooting step. Source: - [Inbound SMS | Vapi Documentation](https://docs.vapi.ai/phone-numbers/inbound-sms)

Confirmed only american users are using

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Hi Red, Thanks — since you’ve confirmed the senders are US numbers and your Twilio number (c72a6255 / +1 (938) 300‑2258) is 10DLC‑approved and smsEnabled in Vapi, next troubleshooting steps: 1. Collect these artifacts: - Twilio Messaging logs for a failing inbound SMS (request SID + full webhook request/response). - The timestamp (UTC) and originating phone number for the failing message. - A matching successful example (timestamp + from number + Twilio SID) for comparison. 2. Quick checks to run now: - Confirm Twilio webhook for Messaging is pointing to Vapi (we manage it when smsEnabled: true). See: https://docs.vapi.ai/phone-numbers/inbound-sms - Verify the failing Twilio webhook response shows a 200 from Vapi. If Twilio logged a non‑200, paste the status code/body. - Check whether the failing user’s SMS contains any unusual characters or long payloads (some payloads can be rejected). - See if failures correlate to a particular carrier or short time window. 3. If you can share one failing Twilio Messaging log (webhook request/response) plus the timestamp/number, We'll look into the Vapi-side behavior and recommend the precise fix. Reference: Inbound SMS doc: https://docs.vapi.ai/phone-numbers/inbound-sms