GOHIGHLEVEL ANSWERS & PROMPTS: PLAYBOOK T11 · VOICE AI & PHONE
AUTHOR: DANIEL HALLMAN
KEYWORD: VOICE
PLAYBOOK T11 · Voice AI & Phone KEYWORD: VOICE

How do you make GoHighLevel Voice AI navigate external phone menus with touch-tones?

Answer: Configure pre-programmed DTMF dial strings with pause commas (e.g. +18005550199,,1,2) on Voice AI > Call Transfer actions so the transfer bridges directly to the target extension instead of talking to an automated IVR.

Tags: #voice-ai #ivr #call-routing #phone-numbers
STEP-BY-STEP INSTRUCTIONS + ANNOTATED GHL SCREENSHOTS

Steps in GoHighLevel

  1. STEP 1
    Map Destination Extension Digits: Dial the destination office number once to time the menu greeting and note the exact extension keypresses (e.g. wait 2 seconds, press 1, wait 1 second, press 2).
    REAL GHL SCREEN · AUTOMATION > WORKFLOW BUILDER CANVAS ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel Workflow Builder canvas screenshot showing If/Else condition branch, priority routing steps, and Builder/Settings/Execution logs tabs
    1Add If/Else Condition & Tag Guard 2Chain Priority & Wait Steps 3Switch to Settings or Execution Logs
  2. STEP 2
    Add Pause Commas to the Transfer Number: In AI Agents > Voice AI > Agent Actions > Call Transfer, enter the destination number with DTMF pause commas (+18005550199,,1,2) or enable the Send DTMF Digits option.
    REAL GHL SCREEN · AI AGENTS > VOICE AI ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel AI Agents screenshot showing AI Agents menu, Voice AI tab, and + Create Agent button
    1Click AI Agents in Left Sidebar 2Select Voice AI Tab 3Click + Create Agent or Agent List
  3. STEP 3
    Set a 12-Second Reclaim Timer: In AI Agents > Voice AI > Agent Actions > Call Transfer, set the fallback timeout to 12 seconds so the agent reclaims the call and books a callback if the extension stays on hold.
    REAL GHL SCREEN · SETTINGS > PHONE SYSTEM ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel Settings Phone System screenshot showing Phone System menu, Phone numbers and Additional Settings tabs, and Phone System Settings button
    1Open Settings > Phone System 2Check Phone Numbers & Additional Settings 3Open Phone System Settings
MODE: AGENT PROMPT
PASTE INTO CLAUDE CODE, CURSOR, CHATGPT, OR GOHIGHLEVEL ASK AI AGENT PROMPT 
Configure our GoHighLevel Voice AI transfer settings to navigate an external office phone tree using DTMF touch-tones:
1. Set up the transfer number with DTMF pause sequences (800ms per comma) so it automatically dials extension 1 -> 2 when transferring to dispatch.
2. Play a reassuring message to the caller before initiating the transfer ("One moment while I connect you with our scheduling desk").
3. Configure a 12-second fallback timeout so the caller never gets stranded in an outside voicemail box.
Cause
  • When a Voice AI agent transfers a caller to an outside answering service or hospital phone tree that says 'Press 1 for Scheduling', the AI tries speaking aloud to a touch-tone menu and drops the call.
GoHighLevel Configuration
  • Store the target extension's touch-tone sequence using 800ms pause commas on the transfer action, play a brief hold message to the caller during the dial handshake
  • and pull the call back if the extension doesn't pick up within 12 seconds.
MENU PATH REFERENCE

GoHighLevel Menu Paths

Step Menu Path in GHL Action
Step 1 Automation > Workflow Builder > If/Else & Wait Steps Dial the destination office number once to time the menu greeting and note the exact extension keypresses (e.g. wait 2 seconds, press 1, wait 1 second, press 2).
Step 2 AI Agents > Voice AI > Agent Actions > Call Transfer Enter the destination number with DTMF pause commas (+18005550199,,1,2) or enable the Send DTMF Digits option.
Step 3 AI Agents > Voice AI > Agent Actions > Call Transfer Set the fallback timeout to 12 seconds so the agent reclaims the call and books a callback if the extension stays on hold.
Navigating External Phone Menus with Automated DTMF Touch-Tone Dialing in GoHighLevel
VISUAL PLAYBOOK · PLAYBOOK T11 (VOICE AI & PHONE) Back to Annotated GHL Screenshots ↑
DEFAULT SETUP VS. AUTOMATED WORKFLOW

Operational Comparison

After-Hours & Missed Call Capture
Voicemail Hang-Ups: 78% Lost
15s Timeout + Voice AI: <5% Lost
Qualified Jobs Booked 24/7
Manual Callback Next Morning
Live Voice AI + Instant SMS Link

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