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Nexus Insurance
For agencies and businesses running call center or high-volume sales/support teams inside GoHighLevel, there are several critical features that would significantly improve performance, quality control, and scalability:
  1. Live Call Monitoring & Coaching
Call Listen / Whisper / Barge-In capabilities for supervisors
Essential for real-time coaching, quality assurance, and compliance
  1. Internal Call Transfers
Ability to transfer live calls between users internally
No need for external phone numbers or hanging up the call
  1. Advanced ACD (Automated Call Distribution)
Smart routing based on:
  • Agent availability
  • Skill/expertise
  • Role or queue
  • Customer type or pipeline stage
True call-center-level inbound call handling
  1. SLA & Performance Controls
  • SLA timers for answered / missed calls
  • Supervisor visibility into queue performance and response times
  1. Role-Based Permissions & Custom Controls
  • Granular permissions by role (agent, supervisor, admin)
  • Ability to enable/disable specific call and monitoring features per role
  1. Stronger Internal Chat & Collaboration
  • Internal chat tools for agents and supervisors during live calls
  • Private supervisor-agent messaging for quick issue resolution
Improves speed, accuracy, and customer experience
These features are standard in traditional call center platforms, and bringing them into GoHighLevel would unlock serious adoption for sales floors, support teams, and remote call centers already using GHL as their core CRM.