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IVR Gather Input in GoHighLevel

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IVR Gather Input in GoHighLevel

When you build phone workflows, tools like ClickUp can help you plan, but you still need to configure the IVR steps correctly inside GoHighLevel. This guide shows you how to use the IVR Gather Input on Call workflow action so you can capture keypad responses from callers and route them to the right place every time.

The IVR Gather Input on Call action lets you play a message, wait for digit input on the caller’s keypad, and then branch your GoHighLevel workflow based on what they press. It is ideal for basic phone menus, call routing, and qualifying inbound calls.

What the GoHighLevel IVR Gather Input Action Does

The IVR Gather Input on Call action in GoHighLevel listens for keypad input from your caller during an active call. While the call is live, you can play a prompt, wait for a response, and then continue your workflow depending on the digits entered.

With this feature, you can:

  • Play a custom voice prompt to the caller.
  • Collect keypad input (for example, 1 for sales, 2 for support).
  • Validate the input against allowed digits.
  • Handle valid and invalid responses differently in your workflow.

This action is typically used as part of an IVR (Interactive Voice Response) tree in GoHighLevel, letting you route inbound calls without manual intervention.

How to Add IVR Gather Input in a GoHighLevel Workflow

Follow these steps inside your GoHighLevel account to add the IVR Gather Input on Call workflow action.

Step 1: Open the Correct Workflow in GoHighLevel

  1. Log in to your GoHighLevel account.
  2. Go to the Workflows section for the relevant sub-account.
  3. Open the workflow that handles your inbound call or create a new workflow from scratch using a phone call trigger.

Make sure the workflow already includes a step where a call is taking place or will be initiated, because the IVR Gather Input on Call action needs an active call to function.

Step 2: Add the IVR Gather Input on Call Action

  1. Inside the workflow builder, click the + icon to add a new action.
  2. From the list of available actions, select IVR Gather Input on Call.
  3. Place the action after the step where the call is connected so the caller will hear the prompt during the call.

Once the action is added, GoHighLevel displays configuration options that control how the IVR menu behaves.

Configure GoHighLevel IVR Gather Input Settings

The IVR Gather Input on Call action includes several key settings. Configuring these correctly ensures your GoHighLevel call flow behaves exactly as expected.

Prompt and Voice Settings in GoHighLevel

First, set up what the caller will hear:

  • Prompt Type: Choose how you will deliver the message, such as text-to-speech or a pre-recorded audio file.
  • Prompt Content: Enter or upload the actual message, for example: “Press 1 for sales, 2 for support, or 3 for billing.”
  • Voice Configuration: If using text-to-speech, select the voice, language, and any style options supported in your GoHighLevel account.

A clear prompt reduces confusion and ensures callers enter digits that your workflow can use.

Digit Collection Rules in GoHighLevel

Next, configure what kind of input the IVR will accept:

  • Maximum Digits: Set how many digits the system should collect (for example, 1 digit for a simple menu).
  • Timeout: Decide how long the system will wait for input before treating it as no response.
  • Terminating Key: Optional key (such as #) that ends input early.

These settings control how long the caller has to respond and how much input GoHighLevel will capture before moving forward.

Valid and Invalid Inputs in GoHighLevel

You must define which inputs are considered valid and how to handle anything else.

  • Allowed Digits: Specify which digits your IVR expects, such as 1,2,3.
  • Invalid Input Logic: Decide what happens when the caller enters something not on the allowed list.
  • No Input Handling: Control what occurs if the caller does not press any key before the timeout.

For example, you might want to replay the prompt once if the input is invalid, then route the call to a default destination if the second attempt also fails.

Branching Your GoHighLevel Workflow After IVR Input

Once you collect the caller’s input, you can branch your GoHighLevel workflow based on that response.

Create Branches for Each IVR Option

  1. After the IVR Gather Input on Call action, add conditional steps.
  2. Use conditions such as “If input equals 1” to create a branch.
  3. Inside each branch, add the next action, such as connecting the call, transferring, or playing another prompt.

Common branches in GoHighLevel include:

  • Sales: Route calls pressing 1 to your sales team or sales pipeline.
  • Support: Send calls pressing 2 to your support rep or helpdesk line.
  • Billing: Forward calls pressing 3 to accounts or billing workflow steps.

You can chain multiple IVR Gather Input on Call actions in GoHighLevel to create multi-level menus if needed.

Handle Invalid or Missing IVR Input

In addition to valid branches, it is important to set up fallbacks:

  • Replay the Prompt: Give callers a second chance to enter the correct number.
  • Default Route: Send callers to a general reception, voicemail, or fallback number when input is still invalid.
  • Tag or Log the Call: Optionally add a tag or note in GoHighLevel to mark calls that reached the fallback path.

These strategies keep your IVR tree user-friendly and prevent callers from getting stuck.

Testing the IVR Gather Input on Call in GoHighLevel

Before you put an IVR flow into production, you should test the full experience from the caller’s perspective in GoHighLevel.

  1. Publish and save your workflow.
  2. Call the tracking or main number connected to the workflow.
  3. Listen carefully to the prompt and verify it plays correctly.
  4. Press each allowed digit and confirm the call routes to the correct branch.
  5. Try entering invalid numbers and not pressing anything to ensure fallbacks work.

Fix any issues, then repeat your tests until every branch behaves consistently. GoHighLevel uses these workflows in real time, so thorough testing prevents missed calls or misrouted leads.

Best Practices for GoHighLevel IVR Design

For a smooth caller experience and clean analytics, keep the following best practices in mind when designing IVR flows in GoHighLevel:

  • Keep menus short and limited to a few options.
  • Use clear language in your prompts and avoid jargon.
  • State the option before the number, and then repeat, for example, “For support, press 2. Press 2 for support.”
  • Offer a way to reach a live person, if applicable.
  • Document your IVR tree so future edits in GoHighLevel are easier.

If you want strategic help designing complex, multi-level call flows beyond the basic configuration, you can work with a specialist agency such as Consultevo to optimize your GoHighLevel implementation.

Where to Learn More About GoHighLevel IVR

To dive deeper into the specific options, interface labels, and the most up-to-date behavior of the IVR Gather Input on Call workflow action, review the official documentation from GoHighLevel. You can access the original help article here:

GoHighLevel IVR Gather Input on Call Workflow Action

Use this as a reference alongside your own testing to fine-tune your IVR flows and keep them aligned with the latest updates in your GoHighLevel account.

By following the steps in this guide, you can confidently configure the IVR Gather Input on Call action, route callers based on keypad responses, and build more efficient phone workflows inside GoHighLevel.

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