If you’ve ever spent way too long trying to set up call workflows in HighLevel, you’re not alone. I’ve been there. 

Spinning your wheels with IVRs, trying to keep callers out of a never-ending AI loop, and wondering if your “smart” system is actually just confusing people.

Well, good news: you can make call routing in HighLevel way smarter—without pulling your hair out. 🙌

We just had Mario Aldayuz (Head of Partnerships at HL Pro Tools) run through a killer session on this, and I knew I had to break it down for you here.

What’s the Big Deal with Voice AI Call Routing?

So here’s the thing: automated call flows are great… until they’re not.

A few examples:

• A lead calls twice and keeps getting stuck in the same AI loop 🤦
  
• An existing client just wants to talk to a real person, not your chatbot
  
• Your support team is getting swamped with stuff the AI should be handling

This is where dynamic call routing comes in. It lets you send callers where they need to go based on tags, triggers, and smart workflows.

Real Example from the Zoom Call

Kelly (shoutout to her 👋) asked how to stop regular customers from hitting the Voice AI every time they call.

Mario’s solution? Brilliantly simple:

✅ Use a tag like “already contacted” in your workflows
✅ Configure your IVR to recognize that tag
✅ Route those calls directly to a live human (not AI)

Boom. You’ve just upgraded your customer experience without adding any new software.

How to Set It Up (Even If You’re Not a Tech Wizard)

Here’s your cheat sheet:

🧩 Step 1: Build your IVR using HighLevel’s Call Workflow
🏷️ Step 2: Set up automations to tag clients based on past interactions (e.g., “already contacted”)
📞 Step 3: Use conditional routing in your workflow to check for those tags
🧪 Step 4: Test everything (always, always test before going live)

Pro Tip: Don’t just rely on manual tagging—use your workflows to apply tags automatically based on behaviors like inbound calls, completed AI flows, or even support ticket submissions.

Why This Is a Game-Changer

When you set this up right, you get:

✅ Faster response times
✅ Fewer frustrated clients
✅ Way less stress on your support team
✅ A system that feels personal—even if it’s powered by AI

And hey, fewer angry voicemails is always a win, right?

Want to Build This (Without the Trial-and-Error Headaches)?

If you want this kind of Voice AI + workflow magic without having to duct-tape it together yourself, head over to hlprotools.com.

That’s where we’ve got:

• Prebuilt Voice AI setups
  
• Smart workflows
  
• Plug-and-play templates
  
• 🔥 And Mario’s full walkthroughs

It’s all built for agencies who want more automation without losing the personal touch.

👉 Visit hlprotools.com and level up your setup.

Cool Free Thing: The Testimonial Workflow

Before someone does business with you, they need to trust you. Period.

And one of the fastest ways to earn trust? ⭐ Testimonials.

So here’s the deal—I’m giving you my team’s Testimonial Workflow, totally free.

🎥 It collects video and text testimonials
✂️ Organizes and edits them
⚡ And drops them right into your HighLevel system

We use this same process with our own clients. It works like magic.👉 Grab it here and start showing off those wins.