Ever tried combining Voice AI and IVR on the same HighLevel number—only to find out they don’t play nice?

Yeah, that happened to Ray and Kelly too.

They showed up to our weekly HL Pro Tools troubleshooting call, ready to supercharge their customer service with a smart combo of automation… and hit a wall.

“Why can’t we have Voice AI and IVR on the same number?”

Great question. The short answer? You just can’t. But don’t worry—there’s a clean workaround. Let’s break it down.

First, What’s the Difference?

If you’re new to this stuff, here’s a super quick breakdown:

• IVR (Interactive Voice Response): That menu tree where callers “Press 1 for sales, press 2 for support…”
  
• Voice AI: A smart assistant that listens and replies in full sentences. Think Siri but for your business.

Both are awesome. But in HighLevel, they’re like two roommates who can’t live in the same apartment.

The Problem: One Number, Two Systems = Nope

Ray and Kelly were trying to use IVR and Voice AI together—on a single number.

Unfortunately, HighLevel doesn’t currently support that. You’ve got to choose:

🟢 IVR or 🔵 Voice AI

 Not both… unless you get creative.

The Fix: Two Numbers, One Smooth Experience

Mario (our not-so-secret weapon at HL Pro Tools) gave them a simple, brilliant workaround:

🧠 “Buy a second number.”

Here’s how the setup works:

Step 1: Start with IVR

📲 Your main number becomes the IVR system.
Customers call in, hear your menu, and make a choice.

Step 2: Route Smartly

If the caller selects a Voice AI option (e.g. “Talk to our smart assistant”), the IVR routes them to a second number—the one running Voice AI.

Step 3: Track Everything

Because you’re separating the systems, you can track call flows more clearly, optimize interactions, and avoid feature conflicts.

Key Takeaways (Bookmark These)

✅ Voice AI and IVR can’t share one number in HighLevel.
📞 Buy a second number to split your flow between systems.
🛠 Use IVR first, then route to AI based on the caller’s intent.
📊 Gain visibility and avoid tech overlap.

It’s not about choosing one tool over the other—it’s about designing a smarter flow using what HighLevel can do today.

Final Thought: Smart Systems Start Simple

Look, I get it—HighLevel gives us the keys to a Ferrari. But if the engine stalls because we’re trying to shift into two gears at once… that’s not a platform problem. That’s a workflow problem.

And that’s exactly what we help fix at HLProTools.com 💻

If you’re stuck on setup, structure, or scaling HighLevel in real-world situations—come hang out with us. We’ll help you sort it fast.

Cool Free Thing: Get My Testimonial Workflow (Yep, It’s Free)

Before you can help businesses with your service, you need to earn trust.
The quickest way to do that? ⭐️ Testimonials.

In the spirit of giving, I want to share my Testimonial Workflow—the exact one my team uses to:

✅ Gather social proof
✂️ Edit it into content clients actually read
🗂 Organize it so you’re never hunting for screenshots again

🎉 Get the free walkthrough here

Trust me, you’ll thank yourself next time a prospect says, “Got any reviews I can see?”