Local Presence Dialing automatically selects a relevant local caller ID for outbound calls. HighLevel uses location-based matching to choose from your available phone numbers, helping contacts see a familiar caller ID when you call.
The rebuilt Local Presence engine supports location-based matching in the United States, Canada, the United Kingdom, and Australia. It also provides consistent caller ID selection across repeat attempts and supports outbound calls from the Web Dialer, mobile app, and desk phones.
TABLE OF CONTENTS
- What is Local Presence Dialing?
- Key Points to Remember
- Key Benefits of Local Presence Dialing
- How Local Presence Dialing Works
- Supported Outbound Calling Methods
- How To Set Up Local Presence Dialing
- Frequently Asked Questions
- Related Articles
What is Local Presence Dialing?
Local Presence Dialing automatically selects the most relevant available outbound caller ID based on the contact's location.
HighLevel evaluates available numbers using location information and a matching hierarchy. When an exact local match is unavailable, HighLevel continues through additional matching options before using the account default.
Key Points to Remember
Location-based matching is available in the United States, Canada, the United Kingdom, and Australia.
HighLevel uses postal-code distance calculations when evaluating nearby numbers.
Repeat call attempts to the same contact use the same selected Local Presence number.
Local Presence Dialing works across the Web Dialer, HighLevel mobile app, and desk phones.
You can reserve up to 50 numbers per sub-account to exclude them from automatic Local Presence selection.
Reserved numbers remain available for manual dialing.
If HighLevel cannot find a suitable Local Presence match, the call uses the account default.
Key Benefits of Local Presence Dialing
Local Presence Dialing reduces the need to manually choose an outbound number for each call.
Automatic number selection: HighLevel automatically selects a relevant available caller ID.
Consistent caller ID: Repeat attempts to the same contact use the same selected Local Presence number.
Location-based matching: HighLevel can evaluate ZIP or postal code, area code, overlay code, distance, and region when selecting a number.
Broader country support: Location-based matching supports the United States, Canada, the United Kingdom, and Australia.
Multiple dialing methods: The same Local Presence engine works across the Web Dialer, mobile app, and desk phones.
Reserved-number control: Keep important numbers out of automatic selection while retaining them for manual dialing.
Automatic fallback: Calls continue using the account default when no suitable local match is available.
How Local Presence Dialing Works
When you place an outbound call, HighLevel evaluates your available numbers and follows a matching hierarchy to select the most relevant caller ID.
Caller ID Matching Order
HighLevel checks for a suitable number in the following order:
Lead's ZIP code or postal code
Area code
Overlay code
Nearest available number by distance
Same region
Account default
HighLevel uses the first suitable match available in the hierarchy.
Consistent Caller ID for Repeat Attempts
After HighLevel selects a Local Presence number for a contact, repeat attempts to that contact use the same selected number.
This provides a consistent caller ID instead of selecting a different available number for each repeat attempt.
Supported Outbound Calling Methods
Local Presence Dialing works across supported outbound calling methods, including:
Web Dialer
HighLevel mobile app
Desk phones
Automatic Fallback
Local Presence Dialing does not prevent an outbound call when a local match is unavailable.
If HighLevel cannot find a suitable local number, or the required location data is unavailable, the system uses the account default.
How To Set Up Local Presence Dialing
To access Local Presence Dialing settings:
Go to Settings.
Select Phone System.
Go to Voice → Other Settings → Outbound calls.
Scroll to the Local presence dialing section.
Configure your Local Presence Dialing settings.
Add an updated product screenshot showing the Local presence dialing section.
Reserve Numbers from Local Presence Selection
You can reserve up to 50 numbers per sub-account. Reserved numbers are not automatically selected by Local Presence Dialing. They remain available when you manually choose a number for an outbound call.
For example, you can reserve a main office number if you want to keep it available for manual calls without allowing
Local Presence Dialing to select it automatically.
Add the exact reserved-number configuration steps after confirming the current UI controls.
Example: How HighLevel Selects a Number
Suppose you place an outbound call to a contact and Local Presence Dialing is enabled. HighLevel first checks for a suitable number using the contact's ZIP code or postal code.
If a suitable match is unavailable, HighLevel continues through the matching hierarchy:
Area code
Overlay code
Nearest available number by distance
Same region
Account default
This allows the call to continue even when an exact local number is unavailable.
Frequently Asked Questions
What happens if a contact's area code does not match one of my available numbers?
HighLevel continues through the Local Presence matching hierarchy instead of immediately using the account default.
It evaluates overlay code, nearest available number by distance, and same-region options before using the account default.
What happens if the contact does not have the required location data?
The outbound call continues using the account default.
Will HighLevel use a different caller ID each time I call the same contact?
No. Repeat call attempts to the same contact use the same selected Local Presence number.
Which countries support location-based Local Presence Dialing?
Location-based matching is supported in:
United States
Canada
United Kingdom
Australia
Which outbound calling methods support Local Presence Dialing?
Local Presence Dialing works across the Web Dialer, HighLevel mobile app, and desk phones.
Can I prevent specific numbers from being selected by Local Presence Dialing?
Yes. You can reserve up to 50 numbers per sub-account.
Reserved numbers are excluded from automatic Local Presence selection but remain available for manual dialing.
Can I manually use a reserved number?
Yes. Reserving a number prevents Local Presence Dialing from selecting it automatically. It does not prevent you from using the number manually.
What happens if HighLevel cannot find a Local Presence match?
HighLevel uses the account default so the outbound call can continue.
Can I override the automatically selected number for a specific call?
Yes. You can manually choose another available number for an individual call.
Are there limits on how many numbers I can add?
HighLevel currently supports the available phone numbers and Verified Caller IDs in the sub-account without a separate Local Presence number-pool limit. The limit of 50 applies specifically to numbers marked as reserved.
Does Local Presence Dialing support Verified Caller IDs?
Verified Caller IDs are currently supported by Local Presence Dialing.
Does Local Presence Dialing work with my own Twilio account?
Yes. Local Presence Dialing currently supports sub-accounts using their own Twilio account.
Can Local Presence Dialing be disabled for a specific user?
Local Presence Dialing is configured at the sub-account level rather than for individual users.
Does Local Presence Dialing guarantee higher answer rates?
No. A locally relevant caller ID can make the number more familiar to recipients, but answer rates are not guaranteed.
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