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SMS Still Coming From Old Twilio Number After Getting a New One?

If you’ve purchased a new Twilio number for your CRM but are still seeing messages sent from the old number, follow the steps below to resolve the issue. This ensures new contacts and automated messages use your updated number.

Step 1: Delete and Re-create Affected Contacts

Contacts that were created before the number change may still be associated with the old Twilio number. To ensure new messages use the updated number:

Navigate to the Contacts section in your CRM.
Delete any contacts that are still receiving messages from the old number.
Re-create these contacts—newly added contacts will default to using your current Twilio number.

Step 2: Remove the Old Twilio Number

If you no longer need the old number, you can remove it from your account settings:

Go to your Phone System settings in the CRM.
Locate the old Twilio number and remove it from your list of active numbers.
This ensures all future messages are sent exclusively from your new number.

Step 3: Assign the New Number to Users and Workflows

For a more targeted approach, assign the new Twilio number to specific users or workflows:

Assign the new number as the default for the relevant user(s) in User Settings.
If sending messages manually, make sure you’re logged in as the user assigned to the new number.
Update any automated Workflows or campaigns to use the new number by selecting the appropriate user or sender assignment in the action settings.

Alternative: Keep the Old Number but Use the New One for Specific Messages

If you wish to retain the old number for certain purposes, you can still ensure new messages use the updated number:

Assign the new Twilio number to a dedicated user.
When sending messages manually, log in as that user.
In Workflows, assign the user with the new number to the “Send SMS” action to route automated messages correctly.

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