Fix GoHighLevel Inbound SMS Issues

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Fix GoHighLevel Inbound SMS Issues

If your inbound text messages in GoHighLevel are not behaving correctly, this guide will walk you through proven troubleshooting steps. Whether you are coming from ClickUp, another CRM, or directly setting up your first workspace, understanding how inbound SMS is handled in GoHighLevel is essential for reliable communication with your leads and clients.

This how-to article explains why inbound SMS may appear as calls or fail to appear entirely, and shows you how to diagnose and resolve the problem step by step.

How Inbound SMS Works in GoHighLevel

Before troubleshooting, it helps to know how inbound messaging works inside GoHighLevel. Each phone number and sub-account can be configured with specific workflows and triggers. If these are misconfigured, messages may be misrouted or logged incorrectly.

Common symptoms include:

  • Inbound SMS showing as calls in the conversation view.
  • Inbound SMS not appearing at all in any conversation.
  • Leads not entering automated workflows after texting your number.

Because routing is highly configurable, you must confirm that messages are reaching the correct number and sub-account, and that no other settings are intercepting or converting them.

Step 1: Confirm the GoHighLevel Number and Sub-Account

Start by making sure the inbound SMS is actually being sent to a valid number connected to your GoHighLevel account.

  1. Verify the exact phone number that your lead or client is texting.

  2. Log in to your GoHighLevel dashboard and open the relevant sub-account.

  3. Go to the Phone Numbers section and confirm that this number is listed and active.

If the number is linked to another sub-account, inbound SMS may not show up where you expect. Move to the correct sub-account and repeat your checks there.

Step 2: Check GoHighLevel Conversation View and Filters

Sometimes the issue is simply that the SMS is not visible due to filters or user selection.

  1. In your GoHighLevel sub-account, open the Conversations area.

  2. Review the filters at the top (such as Assigned To, Status, or Channel).

  3. Clear or adjust filters to show All conversations.

  4. Search by the contact’s phone number in international format if possible.

If the message exists but looks like a call record instead of a text, continue to the next steps to review workflow logic and triggers.

Step 3: Review GoHighLevel Workflows and Triggers

Incorrect workflow or trigger configuration is a frequent cause of inbound SMS being redirected or misinterpreted. In GoHighLevel, workflows decide how the system reacts to incoming messages and calls.

  1. Navigate to Automation > Workflows in the relevant sub-account.

  2. Look for workflows that include triggers related to inbound SMS or calls on the affected number.

  3. Open each workflow and inspect the triggers:

    • Is there a trigger for Customer Replied or Incoming SMS?
    • Is there a trigger for Call Status such as missed calls or answered calls?

  4. Check the actions that follow those triggers. For example, a workflow might automatically create or log a call-style event when a message comes in.

If an inbound SMS trigger is missing, the message may not route into the workflow you expect. If a call-related trigger runs first or conflicts with the SMS trigger, the system may log the interaction as a call rather than a text.

Step 4: Inspect GoHighLevel Phone Number Settings

The phone number settings in GoHighLevel directly influence how inbound SMS and calls are routed. Misconfiguration here can cause texts to vanish or appear in the wrong format.

  1. In the affected sub-account, go to Settings > Phone Numbers.

  2. Select the phone number that is receiving the inbound SMS.

  3. Review the number configuration, including:

    • Forwarding numbers for calls.
    • Call handling or routing rules.
    • Any inbound webhook or campaign connection.

  4. Confirm that SMS capabilities are active on that number and that no rule is converting or redirecting messages in a way that hides them from the conversation view.

Step 5: Test Inbound SMS Behavior in GoHighLevel

After reviewing settings, you should run a structured test so you can clearly see what GoHighLevel does with a new inbound message.

  1. From a mobile phone, send a simple text message (for example, “Test”) to the affected number.

  2. Immediately open Conversations in the correct sub-account.

  3. Watch for a new conversation thread or update to an existing one.

  4. Check if the test message shows as a text or appears as a call record.

  5. Monitor any associated workflows to see whether the contact is enrolled or updated when the message arrives.

If the test succeeds, the original problem may have been caused by filters or a one‑off routing issue. If the test fails, continue with deeper checks.

Step 6: Compare GoHighLevel Logs with the Source Provider

Sometimes the message is never delivered into GoHighLevel at all. In that case, the issue may be outside the platform, at the carrier or provider level.

  1. Open the original help article from the GoHighLevel knowledge base for technical reference: Troubleshooting inbound SMS showing as calls or not appearing.

  2. Use any available logs (such as Twilio or the telephony provider used within GoHighLevel) to confirm:

    • That the message reached the provider.
    • That the provider attempted delivery to your GoHighLevel number.

  3. If the provider shows failures or blocks, resolve those issues (such as carrier filtering, number restrictions, or formatting problems) before retesting.

Advanced GoHighLevel Checks for Inbound SMS

If the problem persists after basic checks, consider these additional diagnostics:

  • Number Type: Confirm that your number type supports SMS in GoHighLevel and is not voice-only.
  • Country and formatting: Make sure senders use the correct international format, especially when working across multiple countries.
  • Multiple workflows: If several workflows trigger on the same event, review their order and conditions to prevent conflicts.

When GoHighLevel Inbound SMS Show as Calls

If your inbound messages consistently appear as call logs, pay special attention to:

  • Workflows triggered by call events instead of SMS events.
  • Actions that automatically log calls when any communication is received.
  • Number settings that route voice and SMS through the same automation path.

Adjusting these workflows and number rules so that SMS-specific triggers fire independently usually resolves mislabeling issues.

When GoHighLevel Inbound SMS Do Not Appear

If messages never appear in the conversation area, and provider logs show successful delivery, investigate:

  • Whether the number is mapped to the intended sub-account.
  • Any filters or user assignment rules hiding new threads.
  • Automation that might be deleting, archiving, or auto‑closing conversations.

Temporarily disable non‑essential workflows and retest. When messages start appearing, re‑enable workflows one at a time to find the conflicting rule.

Best Practices for Reliable GoHighLevel SMS

To avoid future issues with inbound messaging in GoHighLevel, follow these practices:

  • Keep a documented map of phone numbers, sub-accounts, and their associated workflows.
  • Use clear naming conventions for workflows handling inbound SMS and inbound calls.
  • Perform regular test messages after major configuration changes.
  • Train your team on how filters and statuses in the conversation view can hide or reveal threads.

If you need expert help optimizing your CRM and automation stack, you can explore implementation and consulting services at Consultevo, which specializes in advanced automation and funnel configurations.

Summary

Inbound SMS issues in GoHighLevel usually come down to routing, configuration, or visibility problems. By verifying the correct number and sub-account, checking conversation filters, reviewing workflows and triggers, inspecting phone number settings, and comparing logs with the telephony provider, you can systematically identify and fix why texts appear as calls or fail to show up.

After completing these steps and confirming consistent test results, your team can rely on GoHighLevel for accurate tracking of all inbound SMS communications.

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