GoHighLevel Voice AI Custom Actions

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GoHighLevel Voice AI Custom Actions Guide

ClickUp users who are moving their automation workflows into GoHighLevel often need more advanced call logic. Voice AI custom actions let you trigger webhooks and external services directly from live AI phone calls, so you can build powerful, automated call experiences without manual intervention.

This how-to article walks you through setting up, configuring, and using Voice AI custom actions in GoHighLevel, strictly based on the official product behavior.

What Are GoHighLevel Voice AI Custom Actions?

Voice AI custom actions in GoHighLevel are configurable actions that your AI agent can execute during a call. They are mainly used to trigger webhooks, send data out of the platform, and bring information back into the call flow.

These actions run inside a Voice AI call and can:

  • Call external APIs via webhooks
  • Use dynamic data from the conversation
  • Return values that the AI can reference later in the call

They are ideal when the standard flow builder options are not enough and you need your AI agent to interact with third‑party systems.

Prerequisites for Using GoHighLevel Voice AI Custom Actions

Before you configure custom actions in GoHighLevel, make sure you have:

  • An active GoHighLevel account with Voice AI enabled
  • Access to the Voice AI settings in your sub-account
  • A working webhook endpoint or external API ready to receive requests

You will also need to understand how your external system expects data and what response format it returns so that GoHighLevel can interpret the values correctly.

How to Access Voice AI Custom Actions in GoHighLevel

Voice AI custom actions are configured from the Voice AI settings area in GoHighLevel. Follow these steps to access them:

  1. Log in to your GoHighLevel account.
  2. Open the specific sub-account where you are using Voice AI.
  3. Navigate to the Voice AI section in the left-hand menu.
  4. Locate the area for Custom Actions within Voice AI settings.

Once you are in the custom actions section, you can create, edit, and manage the actions that your AI agents can use in call flows.

Creating a New Voice AI Custom Action in GoHighLevel

To create a new custom action in GoHighLevel, use the following general process based on the Voice AI interface:

  1. Click Add or New Action
    Look for a button to create a new custom action within the Voice AI custom actions panel.
  2. Give the action a descriptive name
    Use a name that clearly describes the purpose (for example, “Check Customer Balance” or “Create Support Ticket”).
  3. Select the type of action
    Most Voice AI custom actions are webhook-based, so choose the webhooks or similar HTTP request option when prompted.
  4. Enter your webhook URL
    Paste the endpoint that will receive the request from GoHighLevel during the call.
  5. Choose the HTTP method
    Select POST, GET, or another method according to your external API requirements.

After saving the basic configuration, you will be able to define what data gets sent and how the response is handled.

Configuring Webhook Payloads for GoHighLevel Voice AI

When working with Voice AI custom actions in GoHighLevel, you need to decide which information from the call should be included in the webhook request.

Typical request configuration options include:

  • Headers – for authentication keys, tokens, or content-type requirements.
  • Body fields – to send caller details, conversation context, or AI variables.
  • Query parameters – when your API expects data in the URL.

Use variables provided by the Voice AI system (such as caller number, contact ID, or captured answers) to build a dynamic payload so your webhook receives real-time data from each call.

Mapping Voice AI Responses Back Into GoHighLevel

Once your external system processes the webhook request, it can return data back to GoHighLevel. The Voice AI custom action lets you map that response into usable values.

In this step, you typically:

  • Specify which fields in the JSON response should be captured.
  • Map those fields to variables or properties that the AI can reference.
  • Decide how the AI should behave if the response is missing or fails.

For example, if your webhook returns a field like "appointment_time", you can map it so the Voice AI agent can read that time back to the caller later in the conversation.

Using GoHighLevel Voice AI Custom Actions in Call Flows

After defining a custom action, you must add it to your Voice AI flow in GoHighLevel so the AI agent knows when to trigger it.

  1. Open the Voice AI flow or script editor in your sub-account.
  2. Locate the step where the AI should call the external service.
  3. Add a Custom Action node or step to the flow.
  4. Select the previously created Voice AI custom action from the list.
  5. Define what happens after the action runs (for example, different branches based on success or failure).

This allows the AI to pause, execute the custom action, wait for a response, and then continue the call using the data returned from your webhook.

Practical Examples of GoHighLevel Voice AI Custom Actions

Here are some typical ways teams use Voice AI custom actions and webhooks in GoHighLevel:

  • CRM lookups – Fetching account status, subscription level, or open invoices from an external CRM or billing tool.
  • Real-time appointment logic – Checking an external calendar API before offering dates and times to the caller.
  • Ticket creation – Creating a ticket in a support system when a caller requests help.
  • Custom routing – Using external logic to decide whether to transfer a call, escalate, or complete an action.

Each of these use cases can be built by sending the right data in the webhook payload and correctly mapping the response back into the call flow.

Troubleshooting GoHighLevel Voice AI Custom Actions

If your Voice AI custom actions in GoHighLevel are not behaving as expected, focus on these areas:

  • Webhook URL – Ensure the URL is correct, publicly accessible, and using HTTPS if required.
  • Authentication – Verify headers, API keys, or tokens are valid.
  • Request format – Confirm that the external system expects JSON or form data in the same structure you are sending.
  • Response format – Make sure the response is valid JSON (if expected) and that the fields you mapped actually exist.
  • Error handling – Configure fallback paths in the Voice AI flow if the external service fails or returns an error.

Using logs or the external system’s monitoring tools can help identify whether the request is reaching the endpoint and which data is being sent.

Best Practices for GoHighLevel Voice AI Custom Actions

To get consistent results from Voice AI custom actions in GoHighLevel, consider these best practices:

  • Use clear and descriptive names for each action so flow builders understand their purpose.
  • Keep webhook payloads as small as possible to reduce latency.
  • Version your webhooks or APIs so changes do not break existing call flows.
  • Test each action in a sandbox or test sub-account before using it in production calls.

Having a documented map of which flows use which custom actions will also help you maintain and update your automations safely.

Where to Learn More About GoHighLevel Voice AI

For the most detailed and up-to-date reference on Voice AI custom actions in GoHighLevel, review the official documentation at the Voice AI custom actions help article. You can also explore implementation guides and consulting resources from partners like Consultevo if you need hands-on support designing advanced Voice AI workflows.

By combining well-structured call flows with robust webhook-based custom actions, GoHighLevel Voice AI can integrate deeply with your existing tech stack and automate complex conversations end to end.

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