R
Richard Whirley
🔹 Problem Summary:
Go High Level currently cannot distinguish between multiple contacts who share the same phone number—common in B2B settings where employees call from a company’s main line. This leads to misattributed call recordings, overwritten contact data, and CRM confusion.
🔹 Where the Problem Occurs:
Contacts, Conversations, Call Recordings, Voice AI, Workflows, and any feature relying on inbound caller ID.
🔹 What Happens Now:
If multiple contacts are associated with the same phone number, the CRM either:
  • Links all calls to the most recently updated contact with that number.
  • Creates duplicate contacts if contact lookup is disabled.
There is no way to manually or automatically assign a recorded conversation to the correct contact if they share a phone number.
🔹 What Should Happen Instead:
The system should support multiple contacts sharing a single phone number by:
  • Prioritizing company-level phone number associations.
  • Offering a manual or automated way to select the correct contact when multiple are found with the same number.
  • Preventing data from being overwritten across unrelated contacts.
🔹 Real-World Use Case:
A client of mine provides supplemental insurance and works exclusively with businesses. Their clients often call from their company’s main line. When John, Jane, and Fred all call from the same number at Company ABC, the CRM logs calls incorrectly, updates the wrong contact, or creates duplicates—making automation, tracking, and communication unreliable.
🔹 Current Workaround (If Any):
We're forced to:
  • Rely only on personal mobile numbers for every contact (not always feasible).
  • Disable phone number lookup, which causes a new contact to be created for every inbound call from a shared line.
Neither workaround is scalable or CRM-friendly.
🔹 Suggested Fix or Enhancement:
Introduce support for shared phone numbers at the Company level, not just contact level.
When a number is shared across multiple contacts, present a dropdown or prompt to select the correct one.
Ensure recordings, workflows, and Voice AI updates go to the selected or most contextually appropriate contact.
Allow for reassignment of call recordings to a different contact after the call if misattributed.