GOHIGHLEVEL ANSWERS & PROMPTS: PLAYBOOK T04 · VOICE AI & PHONE ROUTING
AUTHOR: DANIEL HALLMAN
KEYWORD: RING ORDER
PLAYBOOK T04 · Voice AI & Phone Routing KEYWORD: RING ORDER

How Do You Set Up Sequential Call Routing Between Team Members in GoHighLevel?

Answer: GoHighLevel's standard Phone Numbers forwarding settings only ring multiple users at the same time. To ring User 1 first, roll over to User 2 on no answer, and finish at voicemail, build an Automation Workflow using the Start an IVR trigger and stack two single-user Connect Call actions with an 18-second timeout and Call Connect whisper enabled.

Tags: #ivr #phone-routing #voice-ai #workflows #missed-call-text-back #voicemail
STEP-BY-STEP INSTRUCTIONS + ANNOTATED GHL SCREENSHOTS

Steps in GoHighLevel

  1. STEP 1
    In Automation > Workflows, create an IVR trigger for your phone number: Click + Create Workflow > Start from Scratch, add the Start an IVR trigger, and select your tracking number under the Phone Number filter.
    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
    In Automation > Workflows, add sequential Connect Call actions for each user: Add a Connect Call action assigned only to User 1, set Call Timeout to 18 seconds, and turn on Call Connect (with whisper text Call from {{contact.name}}, press 1 to connect) so declining the call does not dump the caller into User 1's personal cell voicemail. Immediately below it, add a second Connect Call action assigned only to User 2 with the same 18 second timeout.
    REAL GHL SCREEN · AUTOMATION > WORKFLOWS ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel Automation Workflows screenshot showing Automation sidebar item, + Create Workflow button, and Global Workflow Settings
    1Click Automation in Left Menu 2Click + Create Workflow or Build with AI 3Check Global Workflow Settings
  3. STEP 3
    In Automation > Workflows, add a final voicemail and SMS fallback: Below User 2's Connect Call step, add a Record Voicemail action (upload your custom audio prompt or text-to-speech greeting) followed by an SMS step that texts the caller right away to confirm their message reached the team.
    REAL GHL SCREEN · WORKFLOW > SETTINGS (RE-ENTRY & STOP ON RESPONSE) ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel Workflow Settings screenshot showing Settings tab, Allow re-entry toggle, and Stop on response toggle
    1Open Workflow Settings Tab 2Toggle Allow Re-entry Rules 3Enable Stop on Response
MODE: AGENT PROMPT
PASTE INTO CLAUDE CODE, CURSOR, CHATGPT, OR GOHIGHLEVEL ASK AI AGENT PROMPT 
Build a sequential team call routing workflow (User 1 -> User 2 -> Voicemail) in sub-account <YOUR_LOCATION_ID>:
1. In Automation > Workflows, create a workflow with the Start an IVR trigger bound to the main business phone number.
2. Add Connect Call action #1 for User 1 with Call Timeout set to 18 seconds and Call Connect whisper enabled, followed by Connect Call action #2 for User 2 with Call Timeout set to 18 seconds.
3. Add a Record Voicemail step at the end of the cascade followed by an instant missed-call confirmation SMS.
Cause
  • When you add two or more staff members to Incoming Call Routing under Settings > Phone Numbers, GoHighLevel rings every phone simultaneously.
  • Worse, if User 1 hits Decline on their mobile phone or has no cell signal, their personal carrier voicemail answers immediately and stops the call from ever reaching User 2.
GoHighLevel Configuration
  • Route the phone number into a workflow triggered by Start an IVR.
  • Chain a separate Connect Call step for each team member in priority order, set each timeout to 18 seconds (around 3 to 4 rings), and turn on Call Connect ('Press 1 to accept') so User 1's personal cell voicemail cannot hijack the call.
MENU PATH REFERENCE

GoHighLevel Menu Paths

Step Menu Path in GHL Action
Step 1 Automation > Workflows Create an IVR trigger for your phone number: Click + Create Workflow > Start from Scratch, add the Start an IVR trigger, and select your tracking number under the Phone Number filter.
Step 2 Automation > Workflows Add sequential Connect Call actions for each user: Add a Connect Call action assigned only to User 1, set Call Timeout to 18 seconds, and turn on Call Connect (with whisper text Call from {{contact.name}}, press 1 to connect) so declining the call does not dump the caller into User 1's personal cell voicemail.
Step 3 Automation > Workflows Add a final voicemail and SMS fallback: Below User 2's Connect Call step, add a Record Voicemail action (upload your custom audio prompt or text-to-speech greeting) followed by an SMS step that texts the caller right away to confirm their message reached the team.
3-step GoHighLevel sequential call routing diagram showing User 1 ring with 18s timeout and Press 1 whisper, rollover to User 2, and final voicemail with SMS fallback.
VISUAL PLAYBOOK · PLAYBOOK T04 (VOICE AI & PHONE ROUTING) 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

Related Questions

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