Forwarding Unanswered Calls to an AI Assistant Using GoHighLevel

 

Background and Purpose

This SOP describes a workaround for forwarding unanswered calls in GoHighLevel to an AI assistant or alternate phone number, a feature not directly available within the GoHighLevel platform. This setup requires additional configuration, including using Twilio numbers and configuring an If-Else logic tree to forward missed calls.

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Step-by-Step Process

1. Setup Twilio Numbers for Forwarding

• Assign a Twilio Number (Or LeadConnector Number):
  • Go to and assign a phone number that will act as the primary number for the user (the person intended to receive initial calls).
• Additional Number (Purchase this Number in your AI Assistant Dashboard) 
  • If you want a dedicated number for AI or for cases where the primary number doesn’t answer, configure a second Twilio number to forward calls to an AI assistant or another fallback recipient.

2. Configure Phone Number Settings in GoHighLevel

• Assign Primary Twilio Number to the User:
  • In GoHighLevel, set up the Twilio number as the user’s phone number to receive inbound calls.
• Set Call Timeout:
  • Configure a call timeout (e.g., 20 seconds) before it is considered unanswered. This is the delay before the call transitions to the next step if it’s not answered.

3. Create Workflow in GoHighLevel to Handle Call Forwarding

• Go to Automations and create a new workflow named “Unanswered Call Forwarding.”
• Set Up If-Else Conditions:
  • Use an If-Else logic tree to determine if the call was answered:
    • Condition 1: If the call is answered, end the workflow (no action needed).
    • Condition 2: If the call is unanswered (status: “no answer”), route it to the AI assistant or alternate number.

4. Add AI Assistant as a Fallback User

• Go to the Users section in GoHighLevel and set up the AI assistant as a user with its assigned Twilio phone number.
• Assign AI Assistant’s Phone Number:
  • In the workflow, specify the AI assistant’s user profile as the recipient for unanswered calls.

5. Test and Validate the Workflow

• Test Missed Calls:
  • Call the primary number and let it ring until the timeout threshold is reached.
• Validate Forwarding:
  • Ensure the call is forwarded to the AI assistant’s number after the timeout.
• Check for Any Call Notes or Conflicts:
  • Confirm that the AI assistant’s user profile handles the call and that notes or call logs are recorded without issues.

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FAQs

1. What if the call forwarding doesn’t work?

   • Check that the timeout setting is correctly configured and that the workflow If-Else logic is correctly set to trigger forwarding only on “no answer” status.

2. Can this be set up for multiple users?

   • Yes, configure additional Twilio numbers and duplicate the workflow for each user who requires call forwarding to an AI assistant.

3. Will this affect call logs or notes for the primary user?

   • No known conflicts have been observed, but ensure that the AI assistant is correctly set as a user in GoHighLevel to prevent potential issues.

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Summary

This SOP details how to configure a call forwarding workaround in GoHighLevel by setting up Twilio phone numbers and a GoHighLevel workflow with If-Else logic to forward unanswered calls to an AI assistant. It includes setting up timeout thresholds and assigning the AI assistant as a fallback recipient for missed calls, providing a solution for businesses needing call forwarding functionality.