TABLE OF CONTENTS



Where do calls go when a lead calls back?






The Order to check where the calls are routing to:


1. Is the Twilio number assigned to a user?

> Forward to number configured in user phone number field


2. Is the incoming call number associated with a contact who is assigned to a user?

> Forward to the number configured in the user phone number field


3. Does the Twilio number have a forwarding number set?

> Forward to the number in Twilio number's forwarding field


4. Is there a number in the Company Settings > Phone field?

> Forward to the number in Company Settings > Phone field





FAQs:


1. How would we know which Twilio number the contact call if we have more than one Twilio number?




Go to Reporting -> Call Reporting -> Double-click the specific date that the contact call








Click Filters


Filter Direction to Inbound




Once it is filtered, click the arrow on the right to expand more information


Check Call flow to see which Twilio number they called










2. How to check if the Twilio number is assigned to a user?



 Once you are in the sub-account, Click Settings




Click on My Staff


Click on My Staff



Click on Edit (pick any one user to edit)


Click on Edit



Expand Call & Voicemail Settings


Click on  Call & Voicemail Settings


Once you click the Inbound Twilio Number dropdown



If you see Select Twilio Number


Click the highlighted arrow to expand the dropdown to view more



If it says Twilio number (already assigned to another user) and you don't know which user it is, the only way to check will be to Edit each user to Expand Call & Voicemail Settings


If you see a Twilio number like this, e.g. my Twilio number is (778) 907-0712





That means all calls to the assigned Twilio number (778) 907-0712 will be routed to this user's phone number.


Even if the lead is assigned to another user, inbound calls will always always always go to the user's phone number.


Check what the user phone number is > Expand User Info in the first section to check the user phone number.







3. How to check if the inbound call number is assigned to a user?


Once you are in the sub-account, Click on Contacts



Click on Contacts



Lookup the phone number of the contact who called the Twilio number on the top right Quick Search box



Click on Quick search




Click on the contact



Click on T…


Check if the contact is Assigned to any users on top


If it's assigned to User A, all inbound calls will go to User A


But if the Twilio number that the contact dialled is assigned to user B (How to check), all inbound calls will go to User B even if the contact is assigned to User A.


Click on  Assign to






4. If you already checked, no Twilio number is assigned to the users, no forwarding number configured, the call still forwards, why?


Please check if there's a company Phone set in 

Business Information > Company Phone







5. What happens if I don't configure any forwarding numbers?

The call will drop immediately after we call the Twilio number.



6. Can I configure the Twilio number to go to a voicemail directly?

You can configure the Voicemail For Company And For Users. But we will still need a forwarding number to forward the call to a number first in order to drop the voicemail.


Another way might be to get a Google voice number with the voicemail configured and put it in the forwarding number.






Scenario: A lead receives a SMS or call from a HighLevel campaign. The lead calls back the number they see on their caller ID, which is the phone number originally setup with Twilio (seen in Settings -> Phone Numbers). Where does the call go?


Company Phone (First Layer):


If there is no Call Forwarding Number and the lead is not assigned to a specific user via a user assigned campaign...

the call will be forwarded to the Company Phone.


To update the Company Phone follow the steps below:

  1. Click Settings on the client view.
  2. Click Company.
  3. Update the number found in the Company Phone field.
  4. Click Update Company.


Call Forwarding Number (Second Layer):


If there is a Call Forwarding Number and the lead is not assigned to a specific user via a user assigned campaign...

the call will be forwarded to the Call Forwarding Number.


To update the Call Forwarding Number follow the steps below:

  1. Click Settings on the client view.
  2. Click Phone Numbers.
  3. Update the Call Forwarding Number of the selected default outbound number.
  4. Click Save.


User Phone (Third Layer)


If the lead is assigned to a user via a user assigned campaign...

the call will be forwarded to the User Phone.


To update the User Phone follow the steps below:

  1. Click Settings on the client view.
  2. Click Team Management.
  3. Click Edit for the user who was assigned the lead.
  4. Update the Phone field.
  5. Click Save.