Call Tracking

I would like to create a workflow based on call duration. For example, if a call is less than 10 seconds I would like to send a notification to a user prompting the user to go and listen to the call recording to determine why the call was so short. I would also like to send an automated text to the caller if the call duration was less than 5 seconds to verify if the call was intended or not.

Request the ability to enforce mandatory call disposition selection before users can complete a call or advance to the next contact within the native web dialer and power dialer experience. Current Behavior Currently, call dispositions are optional. Sales representatives can end a call, click "Done," or move to the next contact without selecting a disposition. This results in: Incomplete call activity records Inaccurate reporting and analytics Missed workflow automation triggers that depend on call outcomes Reduced accountability and consistency across sales teams Increased administrative effort to audit calls with missing dispositions Requested Enhancement Introduce a configurable setting that requires users to select a call disposition before they can complete a call session or proceed to the next lead/contact. Expected Behavior When mandatory dispositions are enabled: Users cannot click "Done" without selecting a disposition. Users cannot advance to the next contact in the dialer queue without selecting a disposition. A validation message or modal prompts the user to select a disposition if one has not been chosen. The selected disposition is saved with the call record before the user proceeds. Suggested Implementation Options Option 1: Location-Level Setting Settings → Phone System → Require Call Dispositions Toggle: ☐ Optional (Current Behavior) ☑ Required Option 2: Dialer/Campaign-Level Setting Allow enforcement to be configured per: Power Dialer campaign Calling campaign User group/team This would provide flexibility for organizations with different operational requirements. Option 3: Validation Prompt If no disposition is selected: "Please select a call disposition before proceeding." Actions: Select Disposition Cancel Business Impact Reporting & Analytics Ensures complete call outcome data. Improves sales performance reporting accuracy. Enables reliable KPI tracking. Workflow Automation Supports automation workflows triggered by specific dispositions. Prevents contacts from falling through the cracks due to missing outcomes. Sales Team Accountability Standardizes call logging practices. Ensures every interaction receives a documented outcome. Reduces manual follow-up and quality assurance efforts. Operational Efficiency Eliminates the need for managers to audit incomplete call records. Improves CRM data integrity across the organization. Use Case Example A sales team using the Power Dialer requires every outbound call to be categorized as: Connected Left Voicemail No Answer Busy Not Interested Appointment Booked Without mandatory enforcement, agents can move through hundreds of calls without recording outcomes, creating gaps in reporting and automation. Requiring a disposition before proceeding ensures complete and actionable data for every call. Priority Medium–High Reason This enhancement directly impacts CRM data quality, reporting accuracy, workflow reliability, and sales team accountability for organizations that rely heavily on outbound calling operations.

I LOVE the call reporting on GoHighLevel but the BIGGEST ISSUE with it is the fact that if I leave a voicemail it's counting as a "Completed" call when in fact it was a no answer. So the reporting is technically inaccurate when I want to see the total completed calls someone has made on my team. This also ruins my avg. call duration reporting as it's showing to be a lot lower than it actually use due to it counting 15 second voicemails. I'm suggesting to fix this so reporting is more accurate, OR, if that is not possible then to make a custom option to set if a call goes past a certain length then count it as completed call. That way, it's not counting 10-15 second voicemails and maybe a real conversation would only be counted past 1 minute or so (or whatever I set). I hope this makes sense, this would be a GAME CHANGER so I don't have to manually keep track of how many REAL completed calls I've made. Thanks, Tyler Uenaka.

be able to have call tracking data go to agency analytics, like is available for twillio. We regret switching to the LC phone after this not being available!

Being able to get the call recordings from a workflow as soon as a call is completed, to be able to send it to a sheet or elsewhere. Would be great for tracking and accountability

Any native call system should have a system where leads can be put on hold until an available agent is ready to speak to them. Should be able to have music and eventually a voicemail if an agent cannot answer.

Currently to use one phone number to both text and call via AI you have to move back to twilio for telephony provider because lc phone doesnt have the capability to zip trunk. Please give the option to do the zip trunking in LC phone and keep AI users in LC phone.

Right now when creating an SMS, Email or a Notification in a Workflow ( e.g. Missed Call Notification) or a Campaign, you only have the option to include the Tracking number {{ PhoneCall.to }}. So a notification reads. "You have a missed call from +1554443333". Clients and their staff don't have these numbers memorized (especially those with multiple locations or multiple tracking numbers) but they do know the Friendly name (e.g. Website, GBP, Facebook, Radio etc). They want the notifications to include the Friendly Name they chose for each number (e.g: "You have a missed call from Facebook +1554443333". Right now to do this, you must create a seperate Workflow for each Tracking number containing the friend name prewritten in the copy which is not practicle. Solution: Create a Custom Variable field called {{ PhoneCall.Name }}. Thank you, Dr. Steve

Hi team, I would like to request a feature enhancement in our CRM that allows us to control access to call recordings. Currently, it seems that all users with certain permissions can access call recordings, but we need a more granular level of control. Specifically, we would like the ability to: 1 - Restrict Access to Specific Users/Roles – Only authorized users or specific roles should be able to access call recordings. 2 - Customizable Permissions – Admins should be able to define who can listen to, download, or manage call recordings. 3 - Audit Logs – A log of who accessed or downloaded recordings should be maintained for compliance purposes. This feature is crucial for ensuring data privacy and maintaining compliance with company policies and regulations. Please let us know if this functionality is currently available or if it can be added in future updates. Looking forward to your response.

Automatically assign a contacts location based on their phone number country code when they enter the into software. Then, allow for workflows to use the phone country code/location of each contact to assign the correct phone number (USA, UK, etc) and automatically send workflow texts with the correct phone number. This way, you can have contacts from global locations all entering the same text workflow sequence, without creating separate one and assigning a different user with a different country code phone number.