I set up a workflow for an outgoing phone call. When the lead or contact forwards the call to voicemail - it logs the call as answered versus not answered. It's supposed to log it as NOT answered ANYTIME the leads call goes to voicemail. Can someone help fix this? | Voters

I set up a workflow for an outgoing phone call. When the lead or contact forwards the call to voicemail - it logs the call as answered versus not answered. It's supposed to log it as NOT answered ANYTIME the leads call goes to voicemail. Can someone help fix this?

Charmane Ackerman

April 22, 2025

MJ Flores

I have been encountering this issue for MONTHS! I have multiple support agents, spent HOURS explaining the issue all over again, conducted multiple tests, and still the issue persists. YOU GUYS NEED TO FIX THIS. Please.

Keith Besherse

What is your ticket #?

ALWAYS submit a trouble ticket if it is something that HighLevel is supposed to do natively, https://youtu.be/2joFq0gcTjc

Mike Ortiz

Yes. Depending on the outbound software (especially with AI) you’ll need to fine-tune the “Human Detection” logic and add something like a “Press 1 to Speak” Filter. Then run a test. If it's done as a power dial with a human calling, before the call send a confirmation SMS, and next step - create custom call outcome like: No Answer – Voicemail. Then set up a "Reschedule Needed" Filter to keep out all calls that are under 30 seconds since calls usually last more than 30 seconds.