How to View Message Logs in TalkyTo Business

Message Logs give admins full visibility into every SMS and MMS that flows through your organization — both incoming and outgoing. Use them to audit conversations, track delivery, monitor cost, and troubleshoot delivery issues across service accounts, devices, and phone numbers.

Note: Message logging is available on TalkyTo Business and is enabled automatically for all messages sent or received through your connected Twilio numbers. Historical messages from before v8.4.1 will not appear in the logs.

Prerequisites

• An active TalkyTo Business account
• Admin access to the organization
• At least one connected Twilio number actively sending or receiving messages

Where to find Message Logs

You can access Message Logs from three different places, depending on the level of detail you need.

Step 1 — View by Service Account

Use this view when you want to see all messages tied to a specific Twilio (sub)account.

1. In TalkyTo Business, go to Service Accounts → select a service account.
2. Open the Message Logs tab.
3. Browse the list of all messages routed through that service account.

Breadcrumb path: Service Accounts → Service Account → Message Logs

Step 2 — View by Device

Use this view when you want to see what a specific user/device sent or received.

1. Go to Devices → select a device.
2. Open the Message Logs tab.
3. Review every message sent or received by that device.

Breadcrumb path: Devices → Device → Message Logs

What's in a log entry?

Each entry includes:

• Direction — Incoming or Outgoing
• Contact number — The other party's phone number
• Date & time — Timestamp of the message
• Delivery status — Delivered, Failed, Queued, Undelivered, etc. (mirrors Twilio's MessageStatus)
• Cost — Per-message charge from Twilio
• Type — SMS or MMS

Important: Cost and delivery status are pulled directly from Twilio via status callback webhooks. If a message is stuck in Queued or Sent for too long, check the Twilio Console for that number's webhook configuration.

Troubleshooting

• No logs appearing for a number? Confirm the number is assigned to an active service account and that messaging is enabled in Twilio for that number.
• MMS shows but media is missing? Media URLs from Twilio expire — make sure to view or download attachments soon after the message is received.

Need help?

Stuck or seeing something odd? Message us via the chat icon — we're happy to dig into it with you.

Updated on: 05/05/2026