GoHighLevel voicemail or call recording not working
Short answer
When GoHighLevel voicemail doesn't pick up, the call is usually ringing too long, so your cell carrier's voicemail answers first. HighLevel recommends an incoming timeout of 15 to 20 seconds and Call Connect for forwarded calls. When calls don't record, recording is off for that number; it's set per number. Greetings need an MP3 or WAV at 64 kbps, and transcription only works on recorded calls.
How to fix it
- Open the number's settings. Settings > Phone System > Phone Numbers > the ⋮ menu > Edit Configuration.
- Set the incoming timeout. 15 to 20 seconds. HighLevel says above 20, calls may go to your carrier's voicemail and show as completed; below 15, calls may not come through.
- Turn on Call Connect. The person answering has to press a key to accept, so a cell phone's voicemail doesn't count as an answer.
- Turn on recording for this number. In the same screen, turn on Call Recording, and Play Call Recording Message if you want callers told. HighLevel bills recording and storage by the minute.
- Upload the greeting. Company greeting: Settings > Phone System > Call & Voicemail Settings, as an MP3 or WAV at 64 kbps. A user's own greeting, under their user settings, overrides it for their contacts and numbers. Test from another phone.
- Turn on transcription. Settings > Phone System > Voice > Call Transcription. Calls that aren't recorded aren't transcribed. Transcripts show on the call in Conversations.
- Find voicemails. The web dialer has a Voicemail tab, a Labs feature, with audio and transcripts when transcription is on.
- Old recordings missing?. Recordings auto-delete after 90 days by default; transcripts are kept. The retention setting is under the phone number's advanced voice settings.
Telling callers they're recorded
Recording rules vary by state. Turning on the recording message tells every caller; check what applies to you.
Common questions
- Calls go straight to my cell's voicemail. Why?
- The forwarding phone answered first, often because the timeout is long or the phone is on Do Not Disturb. Shorten the timeout and turn on Call Connect.
- Does this affect missed call text back?
- Yes. A call your cell's voicemail answered isn't counted as missed, so no text goes out.
More phone and call fixes
GoHighLevel missed call text back not working
Usually the call was "answered" by a cell phone's voicemail before the timeout, or the number isn't A2P registered.
Porting your phone number into GoHighLevel
A recent bill, your carrier account number and PIN, a matching service address, then two to four weeks. Keep the old service on until it's done.
GoHighLevel calls going to voicemail, or forwarding not working
Usually the timeout, owner routing sending the call to someone else, a user with no device ticked, or Call Connect's press-to-accept being missed.
GoHighLevel mobile app notifications not arriving
Usually the mobile channel is off in your notification settings, you only see assigned conversations, or the phone is blocking the app.
Related fixes
GoHighLevel sending duplicate text messages
Usually two triggers firing on one event, re-entry left on, or the same person saved as two contacts.
Read the fix
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