The HighLevel Web Dialer, sometimes called the Softphone, lets users place and manage calls directly from a supported browser. Users can manually enter a phone number, search for a contact, select a recent call, choose an available Calling From number, and use in-call controls without leaving HighLevel.

A reliable calling experience depends on the user’s number assignment, permissions, microphone and audio-device access, browser configuration, network connection, and outbound call timeout.

This guide explains how the Web Dialer differs from the Power Dialer and mobile calling, how to make and transfer calls, how Calling From behavior works, and how to resolve common audio, caller ID, and connection issues.

Your browser must be allowed to use the microphone before the Web Dialer can transmit your voice. Headsets, speakers, VPNs, browser extensions, firewall rules, and security applications can also affect call audio or connection behavior.

When recording calls, review the consent and disclosure requirements that apply to the caller, recipient, and jurisdictions involved before changing or removing the recording announcement.

What is the Web Dialer (Softphone)?

The Web Dialer is HighLevel’s browser-based calling interface. It allows users to make and manage outbound calls without using a separate deskphone or the HighLevel mobile app.

The dialer is available from the green phone icon in the top navigation on most pages. Once opened, users can enter a number manually, search for an existing contact, review recent calls, use the dialpad during a live call, access configured call scripts, transfer calls, and record follow-up information.

The Web Dialer can be used from a desktop browser or supported mobile browser. For a dedicated mobile experience, use the HighLevel mobile app.

Key Benefits of the Web Dialer

The Web Dialer keeps calling tools close to the contact record so users can spend less time switching applications and more time managing customer conversations.

• Browser-Based Calling: Place calls without a separate physical phone or mobile application.
• Fast Contact Access: Search contacts, enter numbers manually, or return calls from the Recents view.
• Flexible Caller ID: Use the assigned number or select another permitted Calling From number when access allows.
• Live Call Controls: Mute, hold, use the keypad, and transfer connected calls.
• Consistent Call Handling: Access configured call scripts, notes, tags, and contact information during or after calls.
• Centralized Call Activity: Keep outbound call history and related contact activity inside HighLevel.

Web Dialer vs. Power Dialer vs. Mobile Calling

These calling options can use the same underlying phone system but serve different workflows. Choosing the correct option helps users understand where calls are started and how contacts enter the calling queue.

What You Need Before Making Outbound Calls

A short pre-call review helps prevent missing audio, incorrect caller ID, and calls ending before the recipient has enough time to answer.

• Available outbound number: Confirm the user has an assigned number or access to an eligible Calling From number.
• Correct user access: Review the user’s role, data visibility, contact access, and phone-number assignments.
• Microphone permission: Allow the browser to use the microphone.
• Audio devices: Select the intended microphone, speaker, or headset and test them before calling.
• Stable network: Use a reliable internet connection and avoid unnecessary VPN or security-routing interference.
• Outbound timeout: Set the phone number’s Outgoing Call Timeout to at least 20 seconds.
• Recording compliance: Confirm that call-recording and announcement settings meet applicable legal and business requirements.

Choosing the Calling From Number

The Calling From number determines which eligible HighLevel number is used as the outbound caller ID. User role, data visibility, number assignment, and account access determine whether the number is selected automatically or can be changed from the dialer.

Review User Role and Data Visibility

Data visibility affects whether a user is limited to assigned data or can access all records. Review this setting when a user cannot choose a different Calling From number or calls are using an assigned number automatically.

A user with the User role and Only Assigned Data is generally limited to the phone number assigned to that user.

Select a Number from the Calling From Dropdown

When the user has the appropriate access, open the Calling From dropdown and select the eligible number that should appear as the outbound caller ID.

Select the appropriate outbound number from Calling From before placing the call.

How to Make Outbound Calls with the Web Dialer

The dialer can start a call from a manually entered number, an existing contact, or a recently used number. Confirm the Calling From selection before dialing so the intended business number is used.

1. From the top navigation, click the green phone icon.
2. Review the Calling From number and change it when your access permits.
3. Choose one of the following:
   • Keypad: Enter a phone number manually.
   • Contacts: Search for and select an existing contact.
   • Recents: Select a previously called or received number.
4. Enter or select the destination phone number.
5. Click the call button to begin dialing.
6. After the call connects, use the dialpad when you need to send keypad input to an IVR or automated phone menu.

Open the Web Dialer from the green phone icon, select the Calling From number, and choose Keypad, Contacts, or Recents.

Managing an Active Call

Once a call connects, the dialer provides controls for audio privacy, call handling, automated-menu navigation, and transferring the conversation to another user or phone number.

Warm Transfer

A warm transfer lets you speak with the transfer recipient before connecting the original caller. This is useful when the next person needs context before taking over the conversation.

1. From the connected call, open the transfer controls.
2. Search for another user or manually enter a phone number.
3. Select Call & Hold to place the original caller on hold and call the transfer recipient.
4. Speak with the recipient and provide the necessary context.
5. Select the final patch or transfer option shown in your dialer to connect both parties and leave the call.

Call & Hold keeps the original caller on hold while you speak with the transfer recipient.

Blind Transfer

A blind transfer immediately sends the caller to another user or phone number without first speaking with the recipient. Your participation ends when the transfer is completed.

1. Open the transfer controls during the connected call.
2. Search for a user or enter the destination number.
3. Click Transfer & End to send the caller to the destination and disconnect yourself.

Transfer & End sends the caller to the selected destination without a consultation call.

How to Set Up the Web Dialer for Outbound Calls

Proper browser and phone-number configuration prevents the most common dialer problems. Complete the steps below before relying on the Web Dialer for live customer calls.

Step 1: Allow Microphone Access in the Browser

The microphone must be allowed for the HighLevel site. In Chrome, click the site-information icon to the left of the address bar and confirm that Microphone is enabled.

Allow microphone access from the browser’s site-information menu.

If the permission is not available from the address bar, open the browser’s site-permission settings and change Microphone from Block or Ask to Allow.

Browser site settings can be used to reset or allow microphone access.

Step 3: Test Without VPNs or Browser Extensions

VPNs, privacy extensions, ad blockers, security tools, and traffic-routing applications can interfere with Web Dialer audio or connection requests. Temporarily test in an incognito or guest browser session where extensions are disabled.

Temporarily disable VPN or security extensions for testing, or use an incognito or guest session.

Step 4: Set the Outgoing Call Timeout

Set the phone number’s Outgoing Call Timeout to at least 20 seconds. A timeout that is too short can end the call before the recipient’s carrier and device have enough time to ring.

1. Go to Settings → Phone System → Phone Numbers.
2. Open Edit Configuration for the applicable number.
3. Enable Outgoing Call Timeout.
4. Enter a value of at least 20 seconds and save the configuration.

The screenshot shows where the call-timeout fields are configured. Choose a value appropriate for your calling workflow and keep the outgoing timeout at 20 seconds or more.

Understanding Connecting and Ringback Tones

The sound heard immediately after starting a call reflects different stages of carrier connection. Understanding the difference can help distinguish normal setup time from a call that never reached the destination network.

Caller ID, Call Recording, and Number Reputation

The Calling From number identifies the outbound line, while CNAM, SHAKEN/STIR, and Voice Integrity help carriers and recipients interpret the identity and reputation of that number. These features serve different purposes and should not be treated as interchangeable.

Call Recording Announcement

The message “This call will be recorded for quality purposes” is controlled by the applicable phone number’s recording settings. To review it, go to Settings → Phone System → Phone Numbers → Edit Configuration.

The announcement can be edited or disabled when the interface allows, but removing it is not recommended unless you have confirmed that your recording process satisfies all applicable consent and disclosure requirements.

 Learn more about Phone Number Configuration Options → 

Voice Integrity Prompt After an Unanswered Call

After an outbound Web Dialer call is not answered, HighLevel may show a Voice Integrity recommendation. The prompt provides a shortcut to registration tools intended to improve the reputation and answer rates of eligible US phone numbers.

Troubleshooting Outbound Calls

Start troubleshooting with the user’s number access, browser permissions, audio devices, network path, and timeout configuration. Testing one layer at a time helps isolate whether the issue is caused by account configuration, the browser, or the destination carrier.

Frequently Asked Questions

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