Call Tracking

I just completed the reputation management course and "regular users" not administrators, can still make phone calls and there is no way to restrict or prevent these users from making calls. I was told by customer service to post this here and hope and the developers make the change.

Request the ability to enforce mandatory call disposition selection before users can complete a call or advance to the next contact within the native web dialer and power dialer experience. Current Behavior Currently, call dispositions are optional. Sales representatives can end a call, click "Done," or move to the next contact without selecting a disposition. This results in: Incomplete call activity records Inaccurate reporting and analytics Missed workflow automation triggers that depend on call outcomes Reduced accountability and consistency across sales teams Increased administrative effort to audit calls with missing dispositions Requested Enhancement Introduce a configurable setting that requires users to select a call disposition before they can complete a call session or proceed to the next lead/contact. Expected Behavior When mandatory dispositions are enabled: Users cannot click "Done" without selecting a disposition. Users cannot advance to the next contact in the dialer queue without selecting a disposition. A validation message or modal prompts the user to select a disposition if one has not been chosen. The selected disposition is saved with the call record before the user proceeds. Suggested Implementation Options Option 1: Location-Level Setting Settings → Phone System → Require Call Dispositions Toggle: ☐ Optional (Current Behavior) ☑ Required Option 2: Dialer/Campaign-Level Setting Allow enforcement to be configured per: Power Dialer campaign Calling campaign User group/team This would provide flexibility for organizations with different operational requirements. Option 3: Validation Prompt If no disposition is selected: "Please select a call disposition before proceeding." Actions: Select Disposition Cancel Business Impact Reporting & Analytics Ensures complete call outcome data. Improves sales performance reporting accuracy. Enables reliable KPI tracking. Workflow Automation Supports automation workflows triggered by specific dispositions. Prevents contacts from falling through the cracks due to missing outcomes. Sales Team Accountability Standardizes call logging practices. Ensures every interaction receives a documented outcome. Reduces manual follow-up and quality assurance efforts. Operational Efficiency Eliminates the need for managers to audit incomplete call records. Improves CRM data integrity across the organization. Use Case Example A sales team using the Power Dialer requires every outbound call to be categorized as: Connected Left Voicemail No Answer Busy Not Interested Appointment Booked Without mandatory enforcement, agents can move through hundreds of calls without recording outcomes, creating gaps in reporting and automation. Requiring a disposition before proceeding ensures complete and actionable data for every call. Priority Medium–High Reason This enhancement directly impacts CRM data quality, reporting accuracy, workflow reliability, and sales team accountability for organizations that rely heavily on outbound calling operations.

Has anyone else run into issues when setting up call tracking where the tracking numbers don't route to the correct business phone number? I've experienced this several times and have started noticing a pattern, it seems to happen when the business already has an automated phone system in place (ex. "Press 1 for Sales, Press 2 for Support," etc.). I'm curious if anyone else has encountered this or found a reliable way to to set up call tracking numbers.

Add a read/unread status indicator for voicemail messages that reflects whether any user within the organization has listened to the voicemail, not just the assigned user. Voicemails should automatically be marked as read once any authorized user in the account listens to them. If no one has listened, the voicemail should remain unread. This should apply across shared inboxes or team environments to improve visibility and avoid duplicate follow-ups. In team settings where multiple users handle calls and voicemails, it’s important to know if a message has already been reviewed. Currently, this can lead to confusion or duplicate work since the system does not reflect team-wide activity.

Today I attempted to create a workflow automation triggered by a voicemail being left and after it is left, an email gets sent out to 3 individuals containing the caller: Name, Number, Date, and the transcript of the voicemail (like it populates in the "Conversations" tab). We discovered that that option for the trigger of the Transcript nor the custom Fields currently exist to be used. Would love to see it added!

I’d like to request an advanced call center–style dialer system inside Go High Level, fully integrated with the automation builder and designed for high-volume outbound teams. The goal is to enable agencies and sales teams to run full outbound call center operations directly within GHL, without relying on external dialer tools. Key Features Smart Dialer Modes Power dialer (automatically calls the next contact) Predictive dialer (connects only answered calls to agents) Preview dialer (shows contact details before dialing) Full Integration with Automation Builder Add contacts to call queues via workflows Trigger actions based on call outcomes (answered, no answer, interested, etc.) Combine calling with SMS, email, and voicemail drops in one flow Automated retries and follow-ups Live Agent Monitoring Dashboard (Admin View) Real-time agent status: Available, On Call, On Break, Offline View active calls, call duration, and queue activity Full visibility of team performance in real time Agent Time Tracking & Activity Monitoring Track agent login and logout time Total time online vs offline Time spent on calls, idle, and on break Live monitoring of agent activity throughout the day Supervisor Tools Listen-in (silent monitoring) Whisper (coach agent privately during calls) Barge-in (join calls live when needed) Smart Lead Distribution Round robin assignment Priority-based routing (hot leads first) Performance-based distribution Agent Workspace Call scripts displayed during calls Notes and call dispositions (no answer, booked, not interested, etc.) Automatic activity logging Seamless transition to the next call Reporting & Analytics Calls per agent Talk time vs idle time Conversion rates Agent productivity tracking Daily and weekly performance reports Why This Matters This feature would transform Go High Level into a true all-in-one CRM and call center solution, eliminate the need for external dialer platforms, and unlock high-volume outbound capabilities for agencies and sales teams.

We recently implemented call tracking via number pools and have run into an issue where phone numbers aren't being replaced correctly on client sites due to format mismatches between the tracking numbers and what's on the website. I'd like to request a feature that allows us to define a custom format for the replacement phone number, so it can match whatever format is used on each client's site.

If you're running calls through GoHighLevel, this gives you a lot more flexibility in how you structure your setup. You can now: • Separate numbers across different SIP connections • Organize by team, campaign, or client • Scale your calling infrastructure more efficiently All while keeping everything connected directly inside GoHighLevel using your own Telnyx account.

Hello, We are currently running ads on both Meta (Facebook/Instagram) and Google Ads, and we are using one GoHighLevel phone number for incoming calls. At the moment, we are unable to differentiate whether the calls are coming from Meta ads or Google ads when we check the Call Report under the Reporting menu. Could you please guide us on how we can identify or track the call source for these platforms within GoHighLevel? Thank you.