Manage Calls in GoHighLevel

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Manage Incoming Call Settings in GoHighLevel

If you use platforms like ClickUp to organize your work, you will appreciate how easy it is to configure incoming call settings in GoHighLevel. This guide walks you step by step through editing a phone number, choosing how calls are handled, and making sure every inbound call reaches the right place.

The instructions below are based on the official GoHighLevel phone number configuration page and focus on the Incoming Calls section for each number in your sub-account.

Access Phone Number Settings in GoHighLevel

Before you adjust any incoming call options, you need to open the correct phone number settings inside your GoHighLevel sub-account.

  1. Log in to your GoHighLevel account.

  2. Open the specific sub-account where the phone number is located.

  3. In the left sidebar, click Settings.

  4. Select Phone Numbers from the Settings menu.

  5. Locate the phone number you want to edit and click the Edit icon.

Once you are in the edit view for that number, you will see a section dedicated to handling incoming calls in GoHighLevel.

Overview of GoHighLevel Incoming Calls Configuration

Each phone number in GoHighLevel has an Incoming Calls panel. This is where you decide what should happen every time someone dials that number.

The typical options include:

  • Forwarding calls to a user or an external number
  • Routing calls into a workflow or IVR (if configured)
  • Sending calls to a voicemail recording or system message
  • Setting fallback behavior when a call is not answered

Not all options may appear in every sub-account, because the exact layout can change with feature updates and permissions. However, the main concepts for controlling inbound calls remain similar across GoHighLevel accounts.

How to Configure Incoming Calls in GoHighLevel

Follow these general steps to choose what GoHighLevel should do when an incoming call reaches your selected phone number.

Step 1: Open the Incoming Calls Panel

  1. Inside the number edit screen, scroll until you find the Incoming Calls settings area.

  2. Confirm you are editing the correct phone number within the correct sub-account.

This section controls only that specific number, so you can have different call behaviors for different GoHighLevel numbers.

Step 2: Choose a Call Handling Option

GoHighLevel typically allows one primary action for an incoming call. Depending on your configuration, you may see options such as:

  • Forward to a user or agent
    Select a user, team member, or assigned agent so calls ring directly on their softphone or connected device.
  • Forward to an external number
    Enter an outside phone number (for example, a mobile or landline) to receive the calls.
  • Send to voicemail
    Route calls to a voicemail inbox with a custom or system recording.

Select the handling option that best matches how you want your GoHighLevel number to behave.

Step 3: Configure Forwarding Details (If Applicable)

If you choose to forward incoming calls in GoHighLevel, you will usually be asked for additional details:

  • Destination user or number – pick the user from a dropdown or type the external phone number.
  • Ringing behavior – some layouts may allow sequential or simultaneous ringing (depending on current GoHighLevel features in your account).
  • Timeout – set how long the system should ring before taking a different action (for example, sending callers to voicemail).

Save your selections to ensure GoHighLevel uses them for each new incoming call.

Step 4: Configure Voicemail or Fallback Behavior

When a call is not answered, you may want GoHighLevel to fall back to voicemail or another action. In many configurations, you can:

  • Enable voicemail for the number.
  • Attach a voicemail greeting or use a standard system message.
  • Specify recording options so that messages are saved with the contact or within the sub-account inbox.

Check that voicemail settings are active and test an incoming call to confirm the caller reaches the correct voicemail if no one answers.

Best Practices for GoHighLevel Call Routing

To get more value from your call settings in GoHighLevel, keep these best practices in mind.

Align GoHighLevel Numbers With Teams

  • Use one dedicated number for sales and another for support.
  • Assign each number to the team or user group that should answer those calls.
  • Adjust the Incoming Calls settings so each number rings the correct users or goes to the correct voicemail inbox.

Test Your GoHighLevel Incoming Call Flow

  • After updating any setting, place a test call from an external phone.
  • Verify that the call routes to the expected user, external number, or voicemail.
  • Confirm the caller hears the correct greeting and that any voicemail is recorded properly.

Document Your GoHighLevel Call Settings

  • Keep a short internal document listing each phone number and how its Incoming Calls settings are configured.
  • Update this document whenever you change forwarding destinations or voicemail behavior.
  • Share it with your team so everyone understands how GoHighLevel is handling inbound calls.

Troubleshooting GoHighLevel Incoming Call Issues

If your incoming calls are not working as expected, review the following areas in your GoHighLevel configuration.

Verify You Edited the Correct Number

Check that the phone number shown in the edit screen matches the one your callers are dialing. Sub-accounts can have multiple GoHighLevel numbers, and editing the wrong one is a common source of confusion.

Confirm Forwarding Destinations

  • Ensure the user or external phone number is entered correctly.
  • Check that the user’s device or softphone is online and ready to receive calls.
  • If forwarding to a mobile or landline, verify that number can accept calls from your GoHighLevel region and provider.

Review Voicemail Settings

  • Confirm that voicemail is enabled for the number if you expect unanswered calls to go there.
  • Test the voicemail greeting to be sure it plays correctly.
  • Check where recordings are stored so your team can access caller messages.

For the most accurate and updated interface details, always cross-check with the official documentation at this GoHighLevel support article.

Additional Resources Beyond GoHighLevel

If you want strategic help setting up call routing, automation, or CRM workflows, you can review consulting and implementation services at Consultevo. Combining expert guidance with built-in GoHighLevel tools can create a streamlined calling experience for both your team and your customers.

By following the steps in this guide and testing after every change, you can confidently manage incoming call behavior for each phone number inside your GoHighLevel sub-accounts.

Need Help With ClickUp?

If you want expert help building, automating, or scaling your GHL , work with ConsultEvo — trusted GoHighLevel Partners.

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