When it comes to automating your customer service, HighLevel provides a treasure trove of tools. But sometimes, it’s not all sunshine and rainbows. 💥 

We run into roadblocks, and things don’t always work the way we want. 

That’s where troubleshooting sessions with Mario Aldayuz, Head of Partnerships at HL Pro Tools, come in handy. 🧠

During a recent session, Ray and Kelly hit a call routing dilemma while trying to integrate both Voice AI and IVR (Interactive Voice Response) into the same phone number. 

If you’ve ever been in a similar situation, you’ll want to read this.

Let’s dive into the issue, the solution Mario shared, and how you can use these strategies in your own HighLevel setup. 🛠️

The Problem: AI vs. IVR – Who Gets the Line?

Ray and Kelly were ready to boost their customer service with Voice AI and IVR. Here’s where they ran into a snag:

• They both wanted to use Voice AI and IVR on the same phone number. Makes sense, right? Why have two numbers when you can consolidate everything into one?
  
• Unfortunately, HighLevel doesn’t allow both systems to share a phone number at the same time.

So, what do you do when you need both features but can’t make them coexist on a single number?

he Solution: Separate and Conquer!

Here’s the workaround Mario suggested:

1. Buy a secondary phone number: You’re going to need a second phone number to make this work. By doing this, you can have Voice AI on one line and IVR on the other, keeping everything neat and organized.
   
2. IVR-first approach: Mario recommended routing calls through IVR first, which can help sort through simple requests. If the call requires more advanced support, it can be routed to the Voice AI agent. This way, you’re covering all your bases and keeping the customer experience seamless.
   
3. Clearer call flow tracking: With two separate numbers, tracking becomes way easier. You’ll know exactly which part of your system the call passed through, and this eliminates the risk of either feature interfering with the other.
   

Mario put it best: “You can’t have both Voice AI and IVR occupy your number. They’re like two tenants competing for the same spot.” So, when in doubt, separate them, and watch your call flows run smoothly. 📞✨

Key Takeaways to Apply to Your Own System:

1. Voice AI and IVR can’t share a single number: HighLevel doesn’t allow it (at least not yet).
   
2. Get a second phone number: This way, you can handle both IVR and Voice AI independently.
   
3. Use an IVR-first approach: Route calls through IVR, and if needed, forward them to the AI agent for advanced assistance.
   
4. Track call flows: By separating the numbers, you can better track which system is handling the call.
   

If you’re running into similar issues, this approach could be a simple yet effective fix. Sometimes, it’s all about thinking outside the box to make your automation work for you.

Action Steps for You to Try:

Check your current call flow: Do you have Voice AI and IVR on the same number? It might be time to consider a second number.

Set up your IVR-first system: Route calls through IVR and then decide whether they need AI intervention. This saves time and ensures a smoother process.

Experiment with tracking: If you’re dealing with multiple call flow systems, separate numbers can help you track and optimize each one for better service.

Ready to Supercharge Your HighLevel Setup?

If you’re looking for expert support to take your HighLevel game to the next level, we’ve got you covered.

Visit HL Pro Tools today and start optimizing your automation for effortless customer service! 🎯