Call Routing in HighLevel
Updated: March 19, 2026 | Author: Bill Stilwell
HighLevel Call Routing directs inbound calls on LC Phone numbers to specific team members, ring groups, or voicemail based on configurable rules. Set up routing in the Phone Numbers section of Settings – define who receives calls, what happens when no one answers, and how after-hours calls are handled. Call routing ensures every inbound call reaches the right person or a properly configured voicemail, reducing missed leads from unanswered calls.
How Call Routing Works in HighLevel
Call routing in HighLevel is configured on each LC Phone number. When a call comes in, the routing rules determine what happens.
Routing options include: forwarding to a specific team member’s phone number, ringing multiple team members simultaneously (ring group), routing to a voicemail prompt, or triggering an IVR (interactive voice response) menu.
Each routing option has a fallback – if the primary recipient does not answer, the call can roll to voicemail, a different team member, or a recorded message.
After-Hours and Time-Based Routing
Call routing can be configured based on business hours – calls during business hours route to the team, calls outside business hours route to voicemail or an after-hours message.
The Missed Call Text Back automation works alongside routing – when a call goes to voicemail after routing, the Missed Call trigger fires and sends an automatic SMS response.
Combining call routing with Missed Call Text Back ensures every caller receives a prompt response – a live answer during business hours, an automatic text outside of them.
Ring Groups and Team Routing
Ring groups allow multiple team members’ phones to ring simultaneously when a call comes in – the first person to answer takes the call.
This is useful for sales teams, front desk staff, or on-call service teams where any available team member should be able to take the call.
Ring groups reduce missed calls because the call does not depend on a single person being available – any group member can answer.
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