How Inbound Call Routing Works in HighLevel
Inbound Call Routing is the process that happens if a prospect calls back the phone number from a text message or the phone call that they received from your CRM outbound number or a number they found on your website, funnel, etc.
When a campaign sends out text messages or calls the outbound phone number is the phone number that you set up under Settings > Phone in HighLevel.
NOTE: Inbound calls can be forwarded to a cell phone but they cannot be answered in the desktop application. You are able to make outbound calls from the app.
Overview:
- If you have a Twilio phone number assigned to a user, the inbound call will route to that user, if the lead is assigned to a user.
- If there is not a Twilio phone number assigned to the user, even if the lead is assigned to the user, it will forward to the forwarding number
- If the lead is not assigned to a user, it will then go to the forwarding number.
- If there is no forwarding number setup, then the call will route to the company number.
Step 1: Setting Up Your User Phone
Tired of Being the Admin, the Marketer, and the Closer?
You didn't start your business to spend hours building funnels, managing calendars, and chasing follow-ups inside HighLevel. What if someone else handled all of that for you?
Our HighLevel-trained virtual assistants know the platform inside and out — workflows, pipelines, social scheduling, reporting — so you can focus on closing deals and growing your business. Starting at only $164 per week.
- If the lead is assigned to a user, the call will be forwarded to the User Phone.
- To update the User Phone navigate to Settings > My Staff > Team Management in HighLevel.
- Fill out all the appropriate user information, including the phone number.
- Click Save to confirm your changes.
Step 2: Setting Up Your Forwarding Number in HighLevel
- If you did assign a Call Forwarding Number but the lead is not assigned to a specific user, the call will be forwarded to the set Call Forwarding Number.
- To update the Call Forwarding Number navigate to Settings > Phone Numbers > Edit > Enter the forwarding number > Update.
Step 3: Setting Up Your Company Phone in HighLevel
- If you did not set up a specific Call Forwarding Number and the lead is not assigned to a specific user, the call will be forwarded to the Company Phone.
- To see which number is in Company Settings, navigate to Settings > Business Info > Company Data, update the phone number.
The Complete Operator's Playbook
Weekly strategies from top-performing agencies
Join 5,000+ operators who get weekly tutorials, templates, and strategies that are actually working right now.
Matt @ HLPT
Founder, HL Pro Tools
Matt and his team of 250+ are known for making it easy to win with GoHighLevel. They bundle tools, trainings and team time for a complete solution. You can use them for all your HighLevel needs from white label support to done-for-you fractional marketing services.
Related Articles
HighLevel SMS Campaigns 101: The Complete Guide to Creating and Sending SMS Campaigns
Learn how to create and send SMS campaigns in HighLevel. This complete guide covers campaign setup, message templates, audience targeting, c
Matt @ HLPTHighLevel Step-by-Step Tutorial: How to Verify Numbers on Surveys in Three Easy Steps
Ever been here? You launch a killer new landing page, add a simple form—nothing fancy. Just the usual: Name, Email, Phone Number—you know th
Matt @ HLPTHow To Get an Outbound Phone Number in HighLevel
A Twilio number is a digital phone number that can give you full access to your regular call and message routine. You can create an outbound
Matt @ HLPT