When most people hear “Voice AI + call routing,” they either get excited… or their brain shuts off. 😅

But here’s the thing: if you’re using HighLevel and NOT dialing in your call workflows, you’re leaving time and trust on the table. 

I recently sat in on a killer HL Pro Tools Zoom session with my buddy Mario Aldayuz (Head of Partnerships at HL Pro Tools), and we dove deep into conditional call routing with Voice AI.

This wasn’t just “how to set up your IVR.” This was about how to stop frustrating your customers and finally build workflows that feel smart, smooth, and human.

So let’s break it down 👇

Why Voice AI Call Routing Matters

Calls are still a HUGE part of the customer journey — especially in industries like real estate, coaching, med spas, etc.

But if your system is sending people into an AI loop of doom, they’re gonna bounce… or worse, call your competitor.

This is why dynamic call routing is clutch — because it gives your AI the ability to make decisions based on context (like tags, previous calls, etc.).

Mario’s Real-World Fix: The “Already Contacted” Tag

One of the best moments in the session was when Mario walked a participant (shoutout Kelly 👋) through a common Voice AI pain point:

“How do I make sure a client who already spoke with us doesn’t get routed to the bot again?”

🔥 Simple solution: Add a custom tag like already_contacted to their contact profile after the first call. Then inside your IVR workflow, use a condition like:

 “If contact has tag already_contacted, skip Voice AI and route directly to a human.”

🧩 Result: Clients don’t get annoyed, you don’t waste AI tokens, and your team looks like pros.

Quick Action Steps to Steal and Use:

1. Add Smart Tags
   Create tags like already_contacted, vip_lead, or needs_followup. Think like a call center meets a CRM.
   
2. Update Your IVR Triggers
   Use conditional logic to route based on tags. It’s literally a dropdown option in the builder — no rocket science required.
   
3. Test It Like a Customer
   Before launching, call yourself. Trigger the workflow. Try every branch. You’ll catch stuff you’d never spot inside the builder.
   
4. Think Beyond First Contact
   Your workflow should ask: “What happens after the first call?” That’s where trust (and retention) is built.

Common Mistake: Overthinking It

I say this all the time, but it’s worth repeating:

“The more complicated you make the workflow, the dumber the AI becomes.”

Don’t try to make your bot do everything. 

Just make it do the right thing, at the right time. 🤖💡

Want These Workflows Built For You?

If all this sounds awesome but you’re too busy to build it yourself — no worries.
That’s literally why HL Pro Tools exists.

We help agencies:

✅ Build smart workflows
✅ Optimize Voice AI
✅ Automate calls without sounding robotic
✅ Look like rockstars in front of their clients

👉 Check us out at hlprotools.com

Cool Free Thing: My Team’s Testimonial Workflow (It’s a Game-Changer)

Before you can help businesses with your service, you need to build trust.
And the fastest way to do that?

⭐️ Testimonials. Real people. Real results. Real proof.

In the spirit of free stuff… I want to give you my team’s exact Testimonial Workflow — the one we use to gather, edit, and organize testimonials without lifting a finger every time.

Here’s what it does:

🗣️ Automates testimonial collection
🎬 Helps you clean up and polish responses
📁 Organizes them so you can drop them into any funnel, email, or pitch

👉 Download it here

It’s free. It works. And it’ll make you look good. You’re welcome. 😎