Incoming SMS shows up in Conversations but isn’t forwarded to the forwarding number.

Modified on: Fri, 19 Sep, 2025 at 6:04 AM

Overview

HighLevel’s mobile and web apps are built to receive inbound SMS messages directly within the Conversations tab. However, by configuring a workflow with custom triggers and notifications, you can also forward these incoming messages notifications—though this will result in additional charges.

If you’d like incoming SMS messages to appear in the Conversations tab and be automatically forwarded to a designated number as a notification, this guide will walk you through the process. By following the troubleshooting steps provided, you can ensure that every incoming message is successfully redirected to your chosen forwarding number.

TABLE OF CONTENTS

Step 1: Create a Workflow
Step 2: Start from Scratch
Step 3: Add a Workflow Trigger
Step 4: Select “Customer Replied”
Step 5: Add Filters
Step 6: Select Reply Channel
Step 7: Choose SMS
Step 8: Click on Save Trigger
Step 9: Add an Action – Send Internal Notification
Step 10: Add Custom Values – Message Body
Step 11: Add Custom Values – Contact First Name

Frequently Asked Questions
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We will only receive the inbound messages in the Conversation tab using Highlevel's mobile app and web app.

Incoming SMS will not be forwarded to the forwarding number

You set up a Customer replied workflow trigger like this with the Custom Value {{message.body}}

Steps to create a workflow-

Step 1: Create a Workflow

Navigate to Automation > Workflows > Create Workflow.

Step 2: Start from Scratch

Click Start from Scratch and then select Create New Workflow.

Step 3: Add a Workflow Trigger

Click Add New Workflow Trigger.

Step 4: Select “Customer Replied”

Choose Customer Replied as the workflow trigger.

Step 5: Add Filters

Click Add Filters.

Step 6: Select Reply Channel

In the filter options, select Reply Channel

Step 7: Choose SMS

From the reply channel dropdown, choose SMS.

Step 8: Click on Save Trigger

Click on Please select action

Step 9: Add an Action – Send Internal Notification

Choose Send Internal Notification.

⚠Note: SMS notifications will generate charges for each SMS sent.

Step 10: Add Custom Values – Message Body

Navigate to Custom Values > Message > Message Body.

Step 11: Add Custom Values – Contact First Name

Navigate to Contact > First Name to include personalization.

Frequently Asked Questions

Currently no frequently asked questions. Submit feedback on this article to help is add questions to this section!

Workflow - Send SMS Actions