GoHighLevel Multi-User Call Routing

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How to Ring Incoming Calls to Multiple Users in GoHighLevel

If you manage client calls in tools like ClickUp for project tracking and want to optimize live call handling, learning how to ring incoming calls to multiple users in GoHighLevel is essential. This guide walks you through setting up call queues, adding agents, and configuring routing so incoming calls can reach multiple team members at the same time or in sequence.

The steps below are based on the official GoHighLevel help documentation and detail every configuration you need to implement efficient shared call handling for a team or support group.

What You Need Before You Start in GoHighLevel

Before configuring multi-user call routing in GoHighLevel, make sure you have the following in place:

  • An active GoHighLevel account with admin or appropriate phone permissions.
  • At least one phone number purchased and configured inside GoHighLevel.
  • Users already created in your sub-account who will receive calls.
  • Knowledge of your desired call workflow (who should ring first, backup users, voicemail rules, etc.).

Once these prerequisites are ready, you can configure a call queue that will ring multiple users when a call comes in.

Accessing the Phone System in GoHighLevel

To start setting up multi-user incoming calls, navigate to the phone configuration area inside GoHighLevel:

  1. Log in to your GoHighLevel account.
  2. From the left-hand menu, go to Settings in the appropriate sub-account.
  3. Click on Phone Numbers or the Phone settings section, depending on your interface layout.

This is where you will configure the call handling rules that allow a single incoming call to ring multiple assigned users.

Create a Call Queue in GoHighLevel

The core feature that enables ringing multiple users is the call queue. A call queue lets you attach multiple agents to a single number and control how the system distributes calls between them.

  1. In the phone settings area, locate and click Call Queues.
  2. Click New Queue or Add Queue to create a fresh queue.
  3. Give the queue a descriptive name such as Sales Team Queue or Support Queue.
  4. Choose the primary phone number that should trigger this queue when someone calls.
  5. Save the basic queue settings so you can proceed to add agents and detailed routing rules.

Once the queue is created, you can configure which users will receive calls and how GoHighLevel will attempt them.

Add Agents (Users) to Your GoHighLevel Call Queue

Agents are the individual users or team members who will receive calls when the queue is activated. To add them:

  1. Open the queue you just created in GoHighLevel.
  2. Go to the Agents or Members section within the queue settings.
  3. Click Add Agent.
  4. Select one or more existing users in your sub-account who should receive calls.
  5. Define their ring preference if available (e.g., direct extension, forwarding to a cell phone, or app-based calling).
  6. Save your changes.

Repeat this process for every team member you want to include. You can have multiple agents in a single queue, enabling all of them to participate in shared incoming calls.

Configure Ringing Strategy in GoHighLevel

The ringing strategy determines how GoHighLevel distributes an incoming call among the agents in your queue. The exact options can vary, but commonly include:

  • Simultaneous Ring: All agents in the queue ring at the same time until someone answers.
  • Round Robin: Calls are distributed evenly by rotating through the list of agents.
  • Sequential: GoHighLevel rings one agent first, then moves to the next if there is no answer.

To set the strategy:

  1. Within your queue, open the Routing or Strategy tab.
  2. Select the preferred ring strategy (e.g., Simultaneous for ringing multiple users at once).
  3. Set the maximum ring duration before the system tries the next agent or fails over.
  4. Save the routing configuration.

Choosing simultaneous ring is the most direct way to ensure that several agents can pick up the same call in real time.

Route an Incoming Number to Your GoHighLevel Queue

After creating a queue and adding agents, you must point your inbound number to that queue so that all calls to that number follow the multi-user routing logic.

  1. Go back to the Phone Numbers section in GoHighLevel.
  2. Click on the specific phone number you want to configure.
  3. Look for Call Handling, Forwarding, or Routing settings.
  4. Select Send to Queue (or similar) as the call destination.
  5. Choose the queue you created earlier from the dropdown list.
  6. Save the number settings.

From now on, any call to this number will activate your queue and ring the assigned users according to your chosen strategy.

Advanced GoHighLevel Call Queue Options

To refine caller experience and agent performance, you can adjust additional queue options inside GoHighLevel:

  • Maximum Wait Time: Define how long a caller can stay in the queue before being sent to voicemail or another destination.
  • Overflow Routing: Choose backup handling, such as forwarding to a different number or a secondary queue when no agents answer.
  • Voicemail Destination: Route unanswered calls to a voicemail box associated with a user, team, or shared inbox.
  • Recording: Enable or disable call recording, where legally allowed, for quality assurance.

Fine-tuning these settings helps you balance quick response times with caller satisfaction and internal workloads.

Testing Your GoHighLevel Multi-User Call Setup

Before going live with your new configuration, test the setup thoroughly:

  1. Use an external phone (such as a mobile) to call the configured GoHighLevel number.
  2. Verify that all relevant agents ring according to your ring strategy.
  3. Confirm that call pickup by one agent stops ringing for other agents.
  4. Test what happens if no one answers (voicemail, overflow routing, or failure behavior).
  5. Check call recordings and logs to ensure tracking is working correctly.

Perform several test calls at different times of day and with different agents to verify that the behavior matches your expectations.

Best Practices for Managing Multi-User Calls in GoHighLevel

To get the most out of shared inbound call handling, consider these practices:

  • Keep queues focused on a specific function, such as Sales or Support.
  • Regularly review agent performance and adjust ring strategy to improve response time.
  • Set realistic maximum wait times and clear voicemail messages for callers.
  • Document your GoHighLevel call flow and share it with your team so everyone understands how calls will be distributed.

Combining clear processes, thoughtful routing, and continuous review will help your team deliver faster, more consistent phone support.

Where to Learn More About GoHighLevel Call Routing

If you need more technical details or visuals for any of the steps above, you can refer to the official documentation on ringing incoming calls to multiple users in GoHighLevel at this support article.

For strategic help configuring full customer journeys, automation, and CRM integrations, you can also explore expert resources and services at Consultevo, which specializes in advanced CRM and automation ecosystems.

By following the steps in this guide and leveraging the built-in call queue tools, you can transform a single phone number into a shared inbound line that efficiently rings multiple users, ensuring calls are answered quickly and consistently in GoHighLevel.

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