Selecting Phone number
under review
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Agency Profile
I would like to have the ability to select the phone number I’m texting from. We have the ability to choose when calling out, but not when sending out messages.
Could be how we choose the channel for sending messages from, phone, instagram, email, facebook, etc…
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Brian Del Terzo
It seems to me from what I've read, that GHL may be addressing the ability to manually select a “send from” number, but the core issue is not only selection, it is default behavior and conversation continuity.
When a contact texts a specific number, they expect the reply to come from that same number within the same thread. Currently, if a team member replies without manually selecting the correct number, GHL can send the message from a different number, which breaks the conversation and creates confusion for the contact.
The system must automatically default to replying from the last number the contact interacted with. Manual selection should only be required when intentionally starting a new conversation from a different number, not for maintaining an existing one.
I hope that helps!
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Joshua Macintyre
Brian Del Terzo this is exactly the issue I’m running into with GHL.
Right now, I want the system to always respond from the same phone number the lead recently contacted. That needs to be the “default conversation number.”
For example:
If a lead has Phone Number A saved in their phone and they text that number, that’s the number they recognize as our business. But then someone on our team replies and the message comes from Phone Number B, now the conversation feels broken and confusing to the lead.
The problem is:
Even though we can manually select the “send from” number, GHL doesn’t enforce it by default. If a team member doesn’t pay attention and just replies, it automatically sends from their assigned number instead of the number the lead originally messaged.
So instead of maintaining one consistent conversation thread, GHL ends up switching numbers, which creates a bad customer experience and breaks continuity.
Ideally, the system should automatically reply from the lead’s last inbound number every time by default.
If a team member wants to start a separate outbound conversation from a different number (for example, switching from onboarding to fulfillment or customer support), that should be a manual action. When they intentionally select a new number and start that conversation, it becomes the new active thread.
From that point forward:
If the lead replies to that new number, it should automatically become the default reply number
The conversation view should clearly show which number the lead is texting, without needing to click into extra menus
The system should always respond from the most recent active number the lead engaged with
So the logic becomes simple:
Last number the lead interacted with = default reply number
…until either the lead reaches out to a different number or a team member intentionally switches it.
No reliance on users remembering to manually select the correct number every time.
S
Shreyas Gupta
marked this post as
under review
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Joshua Macintyre
Shreyas Gupta
A main issue I’m having is I want the system to always respond from the same phone number the lead recently contacted. That needs to be the “default conversation number.”
For example:
If a lead has Phone Number A saved in their phone and they text that number, that’s the number they recognize as our business. But then someone on our team replies and the message comes from Phone Number B, now the conversation feels broken and confusing to the lead.
The problem is:
Even though we can manually select the “send from” number, GHL doesn’t enforce it by default. If a team member doesn’t pay attention and just replies, it automatically sends from their assigned number instead of the number the lead originally messaged.
So instead of maintaining one consistent conversation thread, GHL ends up switching numbers, which creates a bad customer experience and breaks continuity.
Ideally, the system should automatically reply from the lead’s last inbound number every time by default.
If a team member wants to start a separate outbound conversation from a different number (for example, switching from onboarding to fulfillment or customer support), that should be a manual action. When they intentionally select a new number and start that conversation, it becomes the new active thread.
From that point forward:
If the lead replies to that new number, it should automatically become the default reply number
The conversation view should clearly show which number the lead is texting, without needing to click into extra menus
The system should always respond from the most recent active number the lead engaged with
So the logic becomes simple:
Last number the lead interacted with = default reply number
…until either the lead reaches out to a different number or a team member intentionally switches it.
No reliance on users remembering to manually select the correct number every time.
S
Shreyas Gupta
marked this post as
complete
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Keith Besherse
Shreyas Gupta could you give us the change log link please?
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Shreyas Gupta
Keith Besherse: You can already select the phone number while messaging from 1:1, assign one for Workflows & Bulk Actions. Is there anything else you need help with for selecting the phone number?
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Keith Besherse
Shreyas Gupta, when you mark a request complete, it would be helpful to get a change log or help doc so we can see what you think is finished. There have been several cases where the “solution” didn’t actually fill the operational gap as requested. I’m asking you (all of you on the dev teams, not you personally) to not force us to go do discovery learning to second guess you.
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Shreyas Gupta
Keith Besherse: Thanks for your feedback. Let me get you the changelog, until then I am re-opening this request.
Until then, it'd be great if you could specify what is your expectation out of this request.
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Keith Besherse
Shreyas Gupta Thank You very much. I think these 3 are representative of the range of issues we encounter…
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Joshua Macintyre
Shreyas Gupta what about having a default always outbound messaging number so the lead/contact is always getting text from the same number
Or just a number assigned to a contact permanently so that way calls and texts are alway consistent? No matter who is communicating with them
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Brian Del Terzo
Joshua Macintyre I think this would be extremely confusing to the recipient. Consider the customer experience. If I send you a text and you reply from a different number, it will feel extremely disconnected, and perhaps even confusing in any case where the customer is trying to communicate with different members of the team, perhaps billing, customer service, a sales rep etc... with all responses coming back from one number. Yikes. Big no from me. Unless I'm misunderstanding the intent here.
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Joshua Macintyre
Brian Del Terzo Shreyas Gupta this is exactly the issue I’m running into with GHL.
Right now, I want the system to always respond from the same phone number the lead recently contacted. That needs to be the “default conversation number.”
For example:
If a lead has Phone Number A saved in their phone and they text that number, that’s the number they recognize as our business. But then someone on our team replies and the message comes from Phone Number B, now the conversation feels broken and confusing to the lead.
The problem is:
Even though we can manually select the “send from” number, GHL doesn’t enforce it by default. If a team member doesn’t pay attention and just replies, it automatically sends from their assigned number instead of the number the lead originally messaged.
So instead of maintaining one consistent conversation thread, GHL ends up switching numbers, which creates a bad customer experience and breaks continuity.
Ideally, the system should automatically reply from the lead’s last inbound number every time by default.
If a team member wants to start a separate outbound conversation from a different number (for example, switching from onboarding to fulfillment or customer support), that should be a manual action. When they intentionally select a new number and start that conversation, it becomes the new active thread.
From that point forward:
- If the lead replies to that new number, it should automatically become the default reply number
- The conversation view should clearly show which number the lead is texting, without needing to click into extra menus
- The system should always respond from the most recent active number the lead engaged with
So the logic becomes simple:
Last number the lead interacted with = default reply number
…until either the lead reaches out to a different number or a team member intentionally switches it.
No reliance on users remembering to manually select the correct number every time.
B
Brian Del Terzo
Joshua Macintyre - thanks - check out my most recent comment attempting to summarize this clearly for GHL. I'd appreciate you commenting on reply to reinforce what I wrote, or expand in any area I may have missed.
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Eddy CEO WhatSnap.ai - Connect YOUR phone to GHL
Our team constantly mixes this up. Client gets texts from three different numbers and has no idea who they're talking to. The workaround of manually switching every time gets old fast.
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Summer Jeronimo
If we can do a phone # lock for Conversation AI . I want conversation AI to come from one # and calendar reminders via a workflow from a different #
Right now if they are both happening, conversation AI jumps to the other # even if the contact does not message them there
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Angel Mendez Jr. (Owner)
Please vote to update the outbound number selection on the app — we need this fixed:
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Don Franklin
we can select a number when texting but we need to be able to set a "default" number to text from even if they have an "assigned" phone number to the user. Currently it defaults to the assigned number of the user and that causes a lot of confusion with contacts when the user texts back as it comes from a different number.
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STS Team | Sole Moran
Still under review since 2023?
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Anthony Ricciardo
Please help me vote for this post, as well: https://ideas.gohighlevel.com/ad-reporting-and-attribution/p/number-selector-consistent-caller-id-across-sms-voice
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Brian Del Terzo
Editing my comment after realizing where I went wrong...
When importing contacts, there's no way to import multiple phone numbers directly into the built-in phone number field, even though that field can store up to four numbers. So that remains the core issue.
What we did instead was create a custom field for the secondary numbers that many of our contacts have. However, this custom field isn’t recognized by GHL as a phone number.
As a result, any secondary numbers added during a bulk import would need to be manually moved into the built-in phone number field are recognized for calling, texting, and, I assume, automation.
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Charissa Godwin
Brian Del Terzo actually you CAN import multiple phone numbers from a csv file if you add a column called "Additional Phone Numbers" and you can insert multiple phone numbers separated by I think either a comma , or semicolon ;
When we can't do is specify if the number is a Mobile or Landline from the sheet unfortunately.
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