How to Fix Common Issues in GoHighLevel LeadConnector Phone System

The GoHighLevel LeadConnector Phone System is a powerful all-in-one solution for managing customer communication through calls and text. However, like any complex tool, it can present challenges when misconfigured or misunderstood.

In this guide, we’ll explore common LeadConnector phone issues, why they occur, and, most importantly, how to solve them efficiently. Whether you’re a digital agency, SaaS reseller, or a growing business, this guide is your go-to resource for optimizing call flow and maintaining customer trust.

Key Takeaways

✅ GoHighLevel LeadConnector Phone System is a powerful built-in communication tool for handling calls, SMS, and automation.
✅ Call routing issues often arise due to misconfigured IVR, forwarding settings, or ring groups.
✅ SMS sending failures are usually caused by A2P 10DLC compliance issues or incorrect phone number formatting.
✅ Voicemail and call recording must be properly configured in User Settings to work effectively.
✅ LeadConnector mobile app troubleshooting includes enabling push notifications and background app activity.
✅ Using IVR and ring groups effectively improves call handling and response times.
✅ Workflow automation can enhance call management, missed call follow-ups, and lead tracking.
✅ The best approach? Optimize settings, follow best practices, and leverage automation for seamless communication! 🚀

What is the GoHighLevel LeadConnector Phone System?

The LeadConnector Phone System replaces third-party telephony platforms (like Twilio), offering native call, SMS, voicemail, and workflow automation directly within the HighLevel CRM. It’s designed for:

  • Inbound/outbound calls
  • Two-way texting (SMS/MMS)
  • Call routing and IVR menus
  • Workflow-based call automation

🔧 Pro Tip: Always assign a default phone number and enable workflow triggers to ensure seamless handling of leads.

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Understanding How the LC Phone System Works

Unlike traditional Voice over IP (VoIP) systems, the LeadConnector Phone System (LC Phone) operates differently:

  • Calls do not automatically route to web applications.
  • Incoming calls do not ring on the mobile app unless configured properly.
  • Default phone numbers play a major role in how calls are routed.
  • The system relies on workflows for advanced call handling.

Why Do Issues Occur?

Despite its capabilities, users often experience:

  • Dropped calls

  • Missed notifications

  • Voicemails not recording

  • Texts not delivering

These issues typically arise from:

  • Incorrect number routing or forwarding

  • Incomplete user assignments

  • A2P 10DLC compliance failure

  • Misconfigured workflow logic

Why Users Face Issues in GoHighLevel LeadConnector

The GoHighLevel LeadConnector Phone System (LC Phone) is a powerful tool for handling calls and SMS within the CRM. However, users may face issues due to configuration errors, call routing complexities, and integration limitations. Below are the main reasons for common problems and how to fix them.

Common Issues in GoHighLevel LeadConnector Phone System

1. Call Routing Issues

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🚨 Problem: Calls are not reaching the right person or are getting lost.

🔍 Causes:

  • Incorrect forwarding settings – Calls may be forwarding to the wrong number.
  • Ring Groups not working – The system might not be ringing all assigned users.
  • IVR (Call Menu) conflicts – Misconfigured Interactive Voice Response (IVR) may cause routing errors.
    ✅ Solution:

✔️ Go to Settings > Phone Numbers > Call Routing and verify the correct forwarding number.
✔️ If using Ring Groups, remove the Business Phone Number from settings to allow group calls to function.
✔️ Double-check IVR settings under Automations > Workflows to ensure calls are being routed correctly.

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2. Calls Not Ringing in the LeadConnector App

🚨 Problem: Incoming calls are not ringing on the LeadConnector mobile app.

🔍 Causes:

  • Push notifications disabled – The app is not allowed to notify you of calls.
  • Background app restrictions – Your phone is not keeping the app active.
  • Number not assigned to a user – The system does not know which user should receive the call.

✅ Solution:

✔️ Ensure the number is assigned to a user in Settings > Team > User Profile.
✔️ Enable notifications in your phone settings (Android/iPhone).
✔️ Allow the LeadConnector app to run in the background.
✔️ Restart the app and log back in.

3. Call Forwarding Not Working Properly

🚨 Problem: Calls are not being forwarded to the correct number.

🔍 Causes:

  • Forwarding number is incorrect or inactive.
  • Conflicting routing rules between call forwarding and ring groups.
  • Carrier blocking forwarded calls.

✅ Solution:

✔️ Go to Settings > Phone Numbers > Forwarding and verify the forwarding number.
✔️ Remove unnecessary Call Routing Rules under Phone Settings.
✔️ Test with a different forwarding number to ensure it’s not being blocked.

4. Calls Going to Voicemail Too Quickly

🚨 Problem: Calls are not ringing long enough before going to voicemail.

🔍 Causes:

  • Short timeout duration – The call timeout setting is too low.
  • Default voicemail settings overriding call settings.
  • Ring Groups not allowing enough time for multiple users to pick up.

✅ Solution:

✔️ Increase the call timeout duration in Settings > Phone Numbers > Call Settings.
✔️ Check voicemail settings under Team > User Settings > Voicemail Configuration.
✔️ If using Ring Groups, remove the Business Phone Number from settings.

5. Outbound Calls Showing the Wrong Caller ID

🚨 Problem: The wrong phone number is being displayed when making calls.

🔍 Causes:

  • The default outbound number is set incorrectly.
  • User-specific phone numbers are not assigned correctly.

✅ Solution:

✔️ Go to Settings > Business Profile and check the default phone number.
✔️ Assign the correct number to each user in Settings > Team > User Profile.

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6. SMS Messages Not Being Sent or Received

🚨 Problem: Text messages are failing to send or receive.

🔍 Causes:

  • A2P 10DLC registration is incomplete – U.S. carriers block messages from unregistered numbers.
  • Twilio compliance issues – Your number may be flagged for spam.
  • Incorrect phone number format – Messages fail if not formatted correctly.

✅ Solution:

✔️ Check A2P 10DLC registration at Settings > Compliance > A2P Registration​.
✔️ Ensure messages are not being flagged as spam by avoiding excessive links or promotional content.
✔️ Use the correct E.164 format (e.g., +1XXXXXXXXXX for U.S. numbers).

7. Voicemail Messages Not Showing in GoHighLevel

🚨 Problem: Voicemail messages are being left but are not visible in GoHighLevel.

🔍 Causes:

  • Voicemail is being stored on a different system (e.g., forwarded number’s voicemail).
  • Voicemail settings are not enabled in GoHighLevel.

✅ Solution:

✔️ Remove call forwarding if you want voicemail to stay in GoHighLevel.
✔️ Check Settings > Team > User Profile > Voicemail Settings to confirm voicemail is enabled.

Confused about A2P registration?

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8. LeadConnector App Not Showing Call History

🚨 Problem: Call logs are not appearing in the app.

🔍 Causes:

  • Data sync issues between GoHighLevel and the app.
  • Cache and storage issues on the mobile device.

✅ Solution:

✔️ Log out and log back in to the LeadConnector app.
✔️ Clear cache and storage in the app settings on your phone.
✔️ If the issue persists, reinstall the LeadConnector app.

Enhance Your Phone System with Automation

GoHighLevel allows deep workflow customization using its Workflow Builder. Here’s how to make the most of it:

  • Missed Call Text-Backs: Automatically follow up via SMS.

  • IVR Menus: Route callers based on keypad input.

  • Time-Based Rules: Forward calls during off-hours.

🔄 Example: A law firm sets up an after-hours workflow that texts “We received your call and will reach out first thing tomorrow,” improving trust and engagement.

Want to automate like a pro?

Explore our Workflow Template Library for ready-made call flows.
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Frequently Asked Questions

The LeadConnector Phone System replaces third-party telephony platforms (like Twilio), offering native call, SMS, voicemail, and workflow automation directly within the HighLevel CRM.

✅ Verify that the forwarding number is active and correct under Settings > Phone Numbers.
✅ Remove any conflicting call routing settings.
✅ Check if the business phone number is set, as this might override forwarding rules.

✅ Go to Settings > Team > User Profile > Voicemail Settings to record a voicemail message.
✅ Make sure call forwarding is disabled if you want voicemail to be handled within GoHighLevel.

Use Automations > Workflows to create missed call text-backs, follow-ups, and call routing.

Conclusion

The GoHighLevel LeadConnector Phone System is an advanced tool, but it requires proper configuration for seamless call handling. By following the troubleshooting steps in this guide, you can resolve most issues related to call routing, forwarding, voicemail, and mobile app notifications.

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