☎️ Help Guide: Phone Settings & Features in HighLevel

🎯 Why Phone Setup Matters

Over 50% of booked appointments come from phone calls — not just text.

If your gym is only texting leads, you're leaving conversions on the table. To maximize your results, your HighLevel phone system needs to be correctly configured to:

Improve call pickup rates
Avoid spam warnings
Route return calls to the right team members
Log and record calls compliantly

🔧 Step-by-Step: Phone System Setup

✅ Step 1: Access Your Phone Settings

Log into your HighLevel account
Navigate to Settings → Phone Numbers

🔍 Step 2: Understand Your Caller ID Options

Option A: You Have an Existing Business Number

If your gym has been using a landline or cell number with a good call history (high answer rate, low spam reports), use that number as a Verified Caller ID.

Steps:

In Phone Numbers, click "Add Verified Caller ID"
Enter your current business number
Answer the verification call from HighLevel and input the code
Once verified, go back to your HighLevel number
Click the three dots → Edit Configuration
Check “Use Verified Number as Caller ID” and select your verified number

✅ This tells carriers (AT&T, Verizon, etc.) to show your known business number as the Caller ID — reducing the chance of being marked as spam.

Option B: You Don’t Have an Existing Number

No worries — you can still register your HighLevel number using CNAM (Caller ID Name) so that it shows your business name when calling leads.

Steps:

Go to Trust Center in your HighLevel settings
Navigate to CNAM
Register your business name for your default number

🕒 It may take time for carriers to adopt this, but it boosts credibility and answer rates over time.

🔁 Key Settings to Optimize Performance

📲 Incoming Call Forwarding

Set your HighLevel number to forward to a staff cell phone or business landline
In Phone Numbers, click the three dots → Edit Configuration
Add your forwarding number (e.g., your personal mobile or front desk)

📞 Enable Call Connect Feature

HighLevel will play a message like:
“You have a call from a lead. Press any key to connect.”
Helps differentiate business calls from personal ones

🔊 Enable Whisper Message

Plays a short message (only audible to staff) before the call connects:
“Call from Gym Launch lead.”
Gives your team context before answering

🎧 Call Recording (Legal Compliance)

IMPORTANT: U.S. call recording laws vary by state.

Dual-consent states require BOTH parties to agree to recording
→ Use an intro message like:
“This call will be recorded for quality purposes.”
Single-consent states only require one party to agree
→ You can enable recording without a message

How to Set It:

Toggle Call Recording ON or OFF
Type your message in the box or use a blank space to suppress messaging

➡️ Check the list of dual-consent states below the video or from this source.

⏱️ Call Timeouts

Set how long phones ring before being marked as missed
Recommended:
- Incoming: 50 seconds → forwarded device gets voicemail
- Outgoing (Power Dialer): 20–30 seconds for efficiency

🛑 Under 40 seconds = voicemail is recorded in HighLevel
✅ Over 40 seconds = voicemail is recorded on your forwarded device

👥 User Call Routing

You can route inbound calls to specific users by adding them in the configuration settings. This is helpful for:

Front desk staff
Sales team members
Dedicated lead nurture reps

📌 Key Takeaways

Feature	Why It Matters
Verified Caller ID	Masks your HighLevel number as a trusted one to avoid spam filters
CNAM	Displays your business name as Caller ID to improve pickup rates
Call Connect	Alerts staff before connecting a call so they can greet leads professionally
Forwarded Calls	Ensures leads get a live person when they return a call
Call Recording	Enables quality control and training (if legally compliant)
Timeouts	Controls how quickly calls are answered or routed to voicemail

💬 Pro Tips

Set Up Call Connect & Whisper for all team members who receive inbound calls
Forward calls to a monitored line (not a voicemail box) for best conversion
Update call routing immediately when onboarding or offboarding staff
Check A2P Compliance in your phone number dashboard to stay registered

🔍 Common Issues & Solutions

Problem	Solution
Calls show up as “Spam Likely”	Use Verified Caller ID or register CNAM
Leads call back but no one answers	Set up call forwarding to a live number
Team doesn't know it's a lead	Enable Whisper Message & Call Connect
Poor answer rates	Optimize timeout settings & monitor call scripts
Can't record calls legally	Check state laws and adjust consent message

📞 Final Note

HighLevel’s phone features are not plug-and-play — they require smart setup to work effectively. By configuring your system with the strategies above, you’ll ensure:

Higher pickup rates
More booked appointments
Better lead conversations
Less tech confusion for your team

Next Step: Make these changes today — don’t wait until pickup rates drop or leads are lost. This setup is your frontline for revenue.