Fix GoHighLevel SMS Forwarding

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Fix GoHighLevel Incoming SMS Forwarding Issues

If your incoming SMS is visible in Conversations but is not being forwarded, this step-by-step guide will help you diagnose and fix the problem in GoHighLevel. While ClickUp is a popular tool for task management, the focus here is on resolving SMS forwarding issues inside GoHighLevel so your team never misses important text messages.

This tutorial is based on the official support documentation and walks you through every setting that can block or disrupt forwarding to your designated number.

Understanding Incoming SMS Forwarding in GoHighLevel

In GoHighLevel, incoming SMS messages can be automatically forwarded from your Twilio number (or provider-connected number) to a personal or business phone. If messages appear in the Conversations tab but are not forwarded, the problem is almost always related to user configuration or forwarding rules.

Before making changes, note that:

  • Messages are successfully reaching your GoHighLevel account (because you see them in Conversations).
  • The issue is limited to forwarding from GoHighLevel to your chosen phone number.

The sections below cover all known reasons why this issue occurs and how to correct each one.

Check User Forwarding Settings in GoHighLevel

The first place to look is the user profile for the team member who should receive forwarded messages.

Step 1: Open the User’s Profile in GoHighLevel

  1. Log in to your GoHighLevel account.
  2. Go to Settings in the left-hand menu.
  3. Click My Staff or the equivalent user section.
  4. Select the specific user who should receive forwarded SMS.

Step 2: Verify the Forwarding Number

Within the user profile, find the field where the forwarding number is configured.

  • Confirm the phone number is entered correctly, including country code if required.
  • Ensure there are no extra characters, spaces, or symbols that your carrier might reject.
  • If available, confirm the number format matches your region’s standard.

If the forwarding number is wrong, correct it, save the user profile, and test again by sending a new SMS to your GoHighLevel tracking number.

Ensure the User Owns the Forwarded Conversation in GoHighLevel

Forwarding behavior depends on conversation ownership. If no user owns the conversation, or if a different user owns it, forwarding may not happen as expected.

Step 3: Confirm Conversation Assignment

  1. Go to the Conversations tab in GoHighLevel.
  2. Open a thread where the SMS arrived but was not forwarded.
  3. Check the owner or assigned user shown in the conversation header.

To ensure forwarding works:

  • The conversation should be assigned to a user with a valid forwarding number set.
  • If it is unassigned, you may need to manually assign it to a user or adjust automation so new conversations auto-assign to the right team member.

Step 4: Adjust Assignment Rules (If Needed)

If you want all incoming SMS to forward to one specific user in GoHighLevel:

  1. Open Workflows or Triggers (depending on your setup).
  2. Locate any automation that assigns incoming conversations.
  3. Set or update the Assign To User action to the correct staff member who has the forwarding number configured.
  4. Save and re-publish the workflow or trigger.

After adjusting, send a test SMS into your GoHighLevel number and confirm the conversation is assigned correctly and forwarded.

Verify User Notification Preferences in GoHighLevel

SMS forwarding can also rely on notification preferences set for each user. If mobile or SMS notifications are disabled, forwarding may not occur.

Step 5: Check Notification Settings

  1. Open Settings > My Staff again in GoHighLevel.
  2. Select the user who should receive forwarded SMS.
  3. Look for the Notifications or Preferences section.
  4. Confirm that relevant SMS or call notifications are turned on.

Although these settings can vary slightly depending on account version, the goal is always to ensure the user is opted in to receive message alerts on their phone.

Validate the Twilio or Provider Number Configuration

Because GoHighLevel commonly uses Twilio or an integrated phone provider, an incorrect configuration there can cause silent forwarding failures even when messages show in Conversations.

Step 6: Confirm the Number Is Connected to GoHighLevel

  1. Within GoHighLevel, go to Settings > Phone Numbers (or Phone section).
  2. Locate the number that receives incoming SMS.
  3. Confirm it is properly connected and not showing any error messages.

If something looks wrong, you may need to re-connect or re-authorize your provider to ensure inbound and outbound SMS are fully functional.

Step 7: Make Sure There Is No Conflicting Configuration

If the same Twilio number is also being used in another system or an old project, it can create conflicts. To keep GoHighLevel in full control:

  • Avoid attaching the same phone number to other active Twilio applications.
  • Confirm any legacy webhooks or call routing rules are disabled in Twilio so that forwarding logic is only handled by GoHighLevel.

Test Forwarding Behavior in GoHighLevel

After you adjust user settings, conversation assignment, and provider configuration, always run a simple test to verify the fix.

Step 8: Run a Live Test

  1. Use a different phone to send a fresh SMS to your GoHighLevel tracking number.
  2. Confirm it appears in the Conversations tab.
  3. Watch for the forwarded SMS on the user’s forwarding number.

If it now arrives, the problem is resolved. If it still does not, review each step again to ensure nothing was missed.

When to Contact GoHighLevel Support

If all configuration steps are correct and SMS messages are still not being forwarded, the issue may be specific to your sub-account or provider connection.

In that case:

  • Gather screenshots of the user settings, notification preferences, and phone number configuration in GoHighLevel.
  • Note the time and content of at least two failed SMS attempts.
  • Open a ticket with the official support team using the details from the original documentation: Incoming SMS shows up in conversations but isn’t forwarded.

Providing complete information will help support quickly identify any account-level or backend issue that cannot be fixed through normal settings.

Optimize Your GoHighLevel Setup Further

Once your SMS forwarding is stable, you can improve response times and tracking inside GoHighLevel with additional configuration:

  • Create workflows that auto-assign new conversations based on pipeline, source, or tag.
  • Use round-robin rules to share incoming SMS across multiple users while keeping forwarding intact.
  • Set up internal notifications (email and in-app) to back up SMS forwarding so no message is missed.

For broader CRM and automation strategy beyond GoHighLevel, you can explore specialized consulting resources at Consultevo to streamline your entire tech stack.

Summary: Restoring Reliable SMS Forwarding in GoHighLevel

When incoming texts appear in Conversations but are not delivered to your forwarding number, the root cause almost always lies in:

  • Incorrect or missing forwarding number in the user profile
  • Conversations not being assigned to the correct user
  • Notification or provider settings that are misconfigured

By methodically checking each of these areas in GoHighLevel and running a live test after changes, you can restore reliable SMS forwarding and ensure your team responds quickly to every customer message.

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