Phone System

The current voice quality in the phone system is honestly a letdown. It sounds muffled and scratchy, almost like using an old walkie-talkie rather than a modern business line. It’s disappointing to set clients up with a professional calling system only for the audio to be this low-quality. When they're trying to close deals or talk to customers, sounding "crisp" isn't a luxury, it’s a necessity. Right now, the audio makes the whole setup feel cheap, which is embarrassing when we’re positioning this as a premium solution. This really needs to be improved so the calls actually sound clear and professional

Local Presence Dialing today only works within US/Canada area codes. For agencies and businesses operating across multiple countries, there's no equivalent. The team has to manually select the right number from the dropdown every time, for every call and every SMS. One forget, and the message goes out from the wrong country. Real-world example We're an Australian agency. One of our clients operates internationally and has numbers in Australia, the US, the UK, and Canada in their sub-account. Their team calls and texts contacts in all four countries every day. Right now they're stuck either: Manually picking the right number every send (high friction, easy to forget), or Setting one default and accepting that calls/SMS to other countries go out from the wrong national number, which kills answer rates and triggers spam labels on the receiving carriers. Proposed solution Extend the dynamic selection logic so it works on country code, not just area code: Detect the contact's country code (+1, +44, +61, etc). Look at the numbers available in the sub-account. Auto-select the matching country number as the outbound caller ID / SMS sender. Fall back to the sub-account default if no country match exists. Toggle on/off at the sub-account level, same as current LPD. Why it matters Spam labelling and deliverability: A local number gets answered far more often than a foreign one, and avoids spam flags on the recipient carrier. Reduces human error: No more team members forgetting to switch and sending an SMS to a US customer from the AU number (or vice versa). Saves clicks at scale: For any team doing volume across multiple countries, this is dozens of clicks per day per user. Unlocks GHL for cross-border use: Today, agencies with international clients have to either accept the manual workflow or look at third-party dialers. This would close the gap. The infrastructure already exists for US/Canada via LPD. The request is to apply the same selection logic at the country-code level, with the same fallback behaviour. Voice and SMS both, ideally. Thanks!

We need to get phone numbers sorted for Ireland ASAP. I've been with GHL now for 2.5 years playing the waiting game and relying on Twilio does not cut it I'm afraid.

I am reporting 4 critical bugs in the A2P 10DLC campaign registration flow that caused 3+ rejections and significant financial loss ($15.75 non-refundable fee per rejection). Bug 1 (CRITICAL): System allowed changing Use Case on existing rejected campaign According to TCR documentation: "once a campaign has been created the use-case cannot be changed." However, GHL allowed me to change the Use Case from 2FA to Low Volume Mixed on an already submitted and rejected campaign via Re-Submit. The system did not block this action and showed no warning. The user believes they are fixing the campaign correctly, but the campaign gets rejected again because the Use Case change is not applied at TCR level. The correct action (Delete + Create New Campaign) is never suggested by the UI. In my case this caused 3+ rejections and significant financial loss before I discovered the correct process through external research. Bug 2: Re-Submit button available for rejected MIXED campaigns GHL documentation states: "If a Mixed Use Case campaign was rejected, it cannot be resubmitted using the new registration flow. You will need to DELETE the previously rejected campaign and submit a brand-new campaign instead." However, the Re-Submit button was fully available with no warning shown. Bug 3: Quick Setup offered for MIXED campaigns Documentation states: "This flow is NOT available for Mixed use-case campaigns." However, Quick Setup was displayed as an available option for a MIXED campaign with no restriction or warning in UI. Bug 4: Opt-in Message field allows 320 characters instead of 160 CTIA guidelines and GHL documentation require maximum 160 characters for Opt-in Message. However, the field allows 320 characters with no warning when the limit is exceeded. Please add UI validation and warnings to prevent users from making these costly mistakes. Bug 5: No text-based support option — only live video call The only support option available at both Sub-account and Agency level is "Join Video Call Now." Not everyone is comfortable with live video calls — sometimes you just need to type out an issue and get a written response. Please add a text chat or ticket submission option as an alternative.

When choosing settings within "Calls & Voicemail Settings" there should be a radio button instead of check boxes. Currently a user can select both "Forward calls to web app" AND "Forward calls to mobile app". This is misleading as by selecting both, the mobile app does not work, only the desktop will be able to answer calls.

Our subaccount is connected to Twilio, not using LeadConnector phones. In Settings > Phone Numbers for one of our subaccounts, the phone number count is pulling correctly but the pagination is not. I am unable to page through the options, the Next button is greyed-out. No custom scripts/css that would interfere with this.

I have an active IVR and I want to rebuild it from scratch rather than editing it live. My plan was to build the new one in the background and swap it out once it's ready — but I've run into a problem. To build a new IVR, the trigger requires a phone number to be selected. Since my number is already assigned to my live IVR, there are no numbers available to choose. Without the trigger configured, all of the actions are grayed out and unusable. This leaves me with only a few options — none of which are great: Edit my live IVR directly Take it offline completely while I work on it Make changes after hours when call volume is low For quality control purposes, I really don't want to touch a live IVR mid-build, especially when I may not be ready to publish right away. This also used to work differently — you could build out all of your actions and add the trigger later. That seems to have changed recently, and now I'm stuck. Is there a workaround for this? And is there any chance this can be looked at as a feature fix? The ability to build in the background without needing an available number assigned upfront would be a big help.

All call finished in errors in Twilio with this errors: https://www.twilio.com/docs/api/errors/12200 It's a schema validation issue....

They just recently added a voice fraud detection system where if a subaccount calls a contact more than 2 times in a 3 minute timeframe, the subaccount cannot call that contact until 15 minutes have passed. If a call is made within that 15 minute timeframe, it resets the 15 minute timer. I have confirmed this with support. The problem is that currently the error message shows that the issue is happening because a user is currently on the line with the contact. The exact error is: "Cannot connect this call Active call from your account to the dialled number already exists". And yes, they misspelled "dialed". But anyway, the error message is incorrect as that is actually NOT what is happening and what is actually happening is what I mentioned above. They need to reword the error message to state that the voice fraud detection kicked in and a 15 minute cooldown is in place, showing the remaining time if you hover your cursor over the exclamation mark next to the call in the conversation logs. In addition, it should not count towards the Voice Fraud System if the contact was set to DND-Call. We had an issue where a client was calling multiple times, unaware they were DNDed. We removed the DND and we still couldn't call them. It doesn't make sense since the call never reached the contact.

Please add Swedish numbers to the number pools so we can track phone calls from ads and see the real ROI, this is super important for our service.