Go High Level: Inbound Call Flow for Voice AI calls

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Briefing Doc: Inbound Call Flow for Voice AI Calls on HighLevel

This briefing doc summarizes the key information regarding inbound call flows for Voice AI agents within the HighLevel platform.

Core Concepts:

• Voice AI Agents: AI-powered agents that can answer calls, engage in conversations, and collect information.
• Default Sub-Account Phone Number: The primary phone number associated with your HighLevel account.
• Call Forwarding: Redirecting incoming calls to another phone number.
• Inbound Call Timeout: The duration a call rings before being redirected to voicemail.

Call Flow Scenarios:

There are two primary scenarios for inbound call flow with Voice AI:

1. Voice AI Without Call Forwarding:

• How it works: In this setup, the Voice AI agent will always answer incoming calls, unless the phone number assigned to the AI agent is also your default sub-account phone number.
• Benefits: Ideal for users who are frequently unavailable to answer calls and need an automated system to handle inbound inquiries and lead qualification.
• Quote: "There are many reasons why sending your inbound calls directly to your Voice AI Agents would be beneficial, but the most likely scenario is that you are just too busy to answer the phone all day."
• Setup:Do NOT assign your default account phone number to your AI Agent.
• Do NOT assign call forwarding to the phone number assigned to your AI Agent.

2. Voice AI With Call Forwarding:

• How it works: This setup allows you to forward calls to your office or cell phone while still leveraging Voice AI to handle missed calls.
• Setup Options:Option 1: Assign your default account phone number to your AI Agent.
• Option 2: Assign call forwarding to the phone number assigned to your AI Agent.
• Key Consideration: It's crucial to reduce the "Inbound Call Timeout" period to prevent calls from reaching your local voicemail, as this will mark the call as "completed" and prevent the AI Agent from answering.
• Quote: "If the caller reaches your local voicemail, HighLevel will mark that call as 'completed' and the Voice AI Agent will not answer the call."

Important Notes:

• Understanding the nuances of call flow setup is essential to maximize the effectiveness of Voice AI agents.
• The specific configuration depends on individual user needs and call handling preferences.

Next Steps:

• For detailed instructions on creating, testing, and managing Voice AI agents, refer to the other support articles listed in the "Articles in this folder" and "You may like to read" sections.
• Consult the HighLevel Support Portal for further assistance.

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