Phone System

When HighLevel routes an inbound call to a user's SIP deskphone credential, the INVITE delivered to the phone or PBX carries only the caller's number. The From display name is just a copy of the number, and P-Asserted-Identity has no display name. HighLevel already knows who the caller is, but none of that CRM data reaches the handset. The request: when an inbound call to a SIP deskphone leg matches an existing contact, add the contact data as custom SIP headers on that leg. Twilio already supports this by appending x- headers to the <Sip> URI as query parameters. Proposed headers (URL-encoded; leave out any header that has no value): X-HL-Contact-Name: contact display name, e.g. "Jane Doe" (the main ask) X-HL-Contact-Id: HighLevel contact ID X-HL-Dialed-Number: the number the caller dialed (E.164). Today the tracking/campaign number is lost by the time the call reaches the deskphone. X-HL-Campaign: campaign or workflow name, for attribution X-HL-User: the HighLevel user or credential the call was routed to X-HL-Call-Id: HighLevel's call/conversation ID, so PBX recordings can be matched to the CRM record Optional, for phones that don't read custom headers: Remote-Party-ID with the contact name as the display name Example: <Sip>sip: user@yourdomain.sip.twilio.com ?X-HL-Contact-Name=Jane%20Doe&X-HL-Contact-Id=abc123&X-HL-Dialed-Number=%2B15555550100&X-HL-Call-Id=conv_789</Sip> Never send the phone number, "unknown", or an empty string as the name. PBXs throw those values away. Why it matters: Many businesses run HighLevel next to an existing PBX (FreePBX, PBXact, Asterisk, 3CX, etc.) so their branches can keep their desk phones. Without this, the phone shows a bare number, or a paid carrier CNAM lookup that's often wrong, even though HighLevel knows exactly who's calling. With it, staff see the customer's name before they answer, and PBX call records and recordings can be tied back to the CRM contact. Whisper Message doesn't solve this. It announces the caller after the call is answered, but it doesn't put the name on the handset or in the PBX's call records. Context: We're a multi-branch company and have tested HighLevel SIP deskphone credentials with our Asterisk-based PBX. Outbound calling, inbound routing to mapped extensions, and recording all work. Caller name is the only gap. HighLevel support confirmed it isn't supported today and asked us to post it here. We have full SIP logs and are happy to test a beta.

Can we please have the Twilio Alphanumeric Sender ID functionality within GHL? HIGHLVL-I-1207

Ability to build rich conversations between more than two parties over multiple channels, such as SMS and Chat. Twilio API has its capability. And i know that LC Phone is a Whitelabel Twilio Phone Service. Please let us know if we can work on this implementation. Anyway, the link below is the twilio group texting developer guide. https://www.twilio.com/docs/conversations/group-texting?fbclid=IwAR3F8opdoKGpyHMEieJN6kyS8NBSrRVIhveM93JNmBBmjlp1v1Ig8E3UkUw

One of the most important times we need the IVR feature is when someone calls from the website which uses a number pool. Without this functionality the IVR feature loses half its value.

For inbound calls. it would be great to have ring groups that route to multiple team members... for example Sales, Support, Service, Accounting, HR, Project Management, etc.

Please make it easier to get to the next call quicker. For example if the disposition is no answer, we should be able to create a workflow that goes straight to the next call instead of clicking no answer and dragging our mouse across the screen to click next lead. Even if the next lead button is right above the dispositions this would be an improvement.

You should be able to download a csv list of phone numbers that have bounced or have any errors with them just like you should be able to do that with emails. If they arent showing up on the bulk actions it should be in the analytics.

We don't need to record phone calls most of the time. It would be nice to have the default setting for call recording off but be able to start recording during a phone call if needed.

The implementation of SIP Trunking (BYOC) in LC Phone or a softphone to allow direct connection of external carriers by configuring Host, Port, Registration String and codec selection (G.729/uLaw). This functionality would grant total independence from Twilio, allowing agencies to optimize operation and comply with local regulations by integrating their own voice providers directly into GoHighLevel. In our case, for Mexico, where we have our own carrier and we depend on the rotation of DIDs, specific marking plans and different tasks that Twilio has no reach or triples the costs and is no longer profitable.

Need IVR functionality for sub accounts using Twilio