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GoHighLevel IVR Say/Play Guide

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GoHighLevel IVR Say/Play Workflow Action Guide

ClickUp users who are moving to GoHighLevel often want to recreate clear, automated phone menus. This guide explains, step by step, how to use the IVR Say/Play workflow action in GoHighLevel so you can build professional interactive voice response (IVR) experiences for inbound calls.

The IVR Say/Play action speaks or plays a message when a caller reaches a specific menu option in your account. You can combine it with other phone actions to create organized call flows that match your business needs.

What the GoHighLevel IVR Say/Play Action Does

The IVR Say/Play action is a phone workflow action used inside an IVR branch. It allows you to present a message to the caller as part of your GoHighLevel call menu.

With this action you can:

  • Play a recorded audio file when the caller reaches a menu option.
  • Use text-to-speech to read out a written message.
  • Control how long the system waits for keypad input after the message.
  • Choose a fallback behavior if the caller does nothing.

Because it is designed for phone workflows, this action will only appear when you are working in an IVR branch created from an inbound call trigger.

Where the IVR Say/Play Action Appears in GoHighLevel

The IVR Say/Play action is available inside the workflow builder when all of the following conditions are met:

  • You have a workflow using a phone-related trigger such as an inbound phone call.
  • You have already created an IVR branch using the dedicated IVR action.
  • You are adding a step inside one of the IVR options or after an IVR keypress path.

When those conditions are true, the IVR Say/Play action will show in the list of actions available for that part of the IVR branch.

How to Add the GoHighLevel IVR Say/Play Action

Use the steps below to add and configure the IVR Say/Play action in a GoHighLevel workflow.

Step 1: Open or Create a Phone Workflow in GoHighLevel

  1. In your account, go to the Workflows section.
  2. Create a new workflow or open an existing one that manages inbound calls.
  3. Ensure the workflow’s trigger is phone-related, for example an inbound call trigger tied to a specific number.

This ensures the system will allow you to create IVR branches and access IVR-only actions.

Step 2: Add or Locate an IVR Branch

  1. Inside the workflow builder, add an IVR action if you do not already have one.
  2. Configure your IVR menu options and keypress branches (for example: press 1 for sales, 2 for support).
  3. Click into the branch or menu option where you want to speak or play a message to the caller.

The IVR Say/Play action is used inside these IVR branches to present information before routing the call to its next destination.

Step 3: Insert the IVR Say/Play Action

  1. Within the selected IVR branch, click the + icon to add a new action.
  2. In the action list, look for the IVR Say/Play option.
  3. Select it to add the action into that part of the call flow.

You can reposition this action within the IVR path as needed, such as immediately after a keypress or before transferring the call.

Configuring the GoHighLevel IVR Say/Play Settings

After you add the IVR Say/Play action, configure its fields so callers hear the correct message and your menu behaves as expected.

Choose How the Message Is Delivered

You will typically choose between two main methods of delivery:

  • Play a recording – Use an uploaded audio file that plays for the caller.
  • Say a message – Enter text that the system will read aloud using text-to-speech.

Select the option that best matches your current phone setup and brand voice.

Write or Upload the IVR Message

Next, define exactly what the caller will hear when this GoHighLevel action runs.

  • If using text-to-speech, type a short, clear sentence or two (for example, “Please choose from the following options. Press 1 for sales, 2 for support.”).
  • If using an audio file, upload or select a previously recorded message from your media library.

Keep the message concise so callers can quickly understand what to do.

Set the Input Wait Time

The wait time controls how long GoHighLevel will listen for keypad input after the message has been spoken or played.

  • Use a shorter wait time if you expect advanced callers who already know the menu.
  • Use a longer wait time if your callers may need more time to respond.

This balance helps avoid unnecessary delays while still giving your audience enough time to make a choice.

Define What Happens If There Is No Input

You can specify what the IVR should do if the caller does not press any key during the wait time.

  • Repeat the message and wait again.
  • Route the call to a default destination such as reception or support.
  • End the call gracefully with a closing message.

Configure this fallback behavior inside the IVR branch so callers are never left in silence.

Best Practices for GoHighLevel IVR Say/Play Messages

To get the most out of the IVR Say/Play workflow action, follow these practical guidelines:

  • Be concise: Keep your spoken or recorded message brief and direct.
  • Use simple language: Avoid jargon or complex phrases that may confuse callers.
  • Give clear instructions: Always include specific keypress directions such as “Press 1 for billing.”
  • Test audio quality: Make sure recordings are clear and at a comfortable volume.
  • Monitor performance: Review call outcomes and adjust your IVR text, timing, or routing as needed.

These practices help maintain a professional phone experience and reduce caller frustration.

Troubleshooting the GoHighLevel IVR Say/Play Action

If your IVR Say/Play action does not appear or is not working as expected, check the following:

  • Confirm your workflow uses an inbound phone trigger.
  • Ensure you have added an IVR branch before trying to add the IVR Say/Play step.
  • Verify that your audio file is supported and not corrupted.
  • Test the call flow from start to finish to confirm the action is running at the right point.

If needed, compare your setup to the original product documentation to ensure all required options are configured correctly.

Official GoHighLevel Documentation and Helpful Resources

For the most detailed reference on the IVR Say/Play workflow action in GoHighLevel, you can review the original help article here: Official IVR Say/Play Documentation.

For broader strategy on optimizing funnels, automation, and CRM setups around your phone workflows, you can also explore the resources and services at Consultevo.

By correctly configuring the IVR Say/Play workflow action in GoHighLevel, you can deliver clear voice prompts, guide callers to the right department, and maintain a professional experience every time your phone rings.

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