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Avoid Call Loops When Routing Calls to Internal Phone Numbers

Learn how GHL Customer Care warns you about potential call loops when routing calls to internal phone numbers, and follow best practices to help prevent failed calls.

2 min read443 words5 explained imagesUpdated Wed, 9 Sep at 8:22 AM
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On this page
  1. Why This Matters
  2. Warning Behavior
  3. Warning Message
  4. Where You’ll See This Warning
  5. Recommended Best Practices

This article explains why call loops occur, where GHL Customer Care displays warnings, and how to configure call routing to help prevent failed or disconnected calls.

TABLE OF CONTENTS

How Call Loops Can Occur?

GHL Customer Care gives you the flexibility to use your GHL Customer Care (GHL Customer Care) phone number across different parts of your account, including as your business phone number and in advanced call routing setups. This allows experienced users to design custom call flows that fit their specific use cases.

That said, certain configurations, such as using a GHL Customer Care phone number as a call forwarding destination, can unintentionally create call loops if not set up correctly. These loops may cause some calls to fail or disconnect.

To help you stay informed without limiting your flexibility, GHL Customer Care now displays a warning message in places where using a GHL Customer Care phone number could potentially lead to call issues. This way, you can proceed confidently while understanding the possible impact of your setup.

Why This Matters

A call loop occurs when a call is repeatedly routed back into the same phone system instead of reaching its intended destination. Understanding this behavior helps you avoid routing configurations that may interrupt inbound calls.

A call loop may result in:

  • Calls failing to connect
  • Calls disconnecting unexpectedly
  • Inbound calls not reaching the intended recipient

Advanced routing configurations can still use GHL Customer Care phone numbers when appropriate, but the call flow must be configured carefully to prevent calls from being routed back to the same number.

Warning Behavior

GHL Customer Care uses an informational warning rather than blocking the configuration entirely. This allows you to continue using advanced routing setups while making you aware of the potential risk before saving your changes.

Warning Message

The warning displayed when a potential call-loop configuration is detected states:

Using your CRM phone number here may cause some calls to fail because it can create a call loop. Learn more

Note: The warning is informational only and does not prevent you from saving your settings.
Warning Message (image 1 of 5) What this shows Note: The warning is informational only and does not prevent you from saving your settings. What this shows Illustrates the "Warning Message" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". This screenshot appears in the "Warning Message" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". The text alongside this image reads: Note: The warning is informational only and does not prevent you from saving your settings. Immediately after, the guide continues: The warning appears when you attempt to use a GHL Customer Care phone number in the following areas. Image 1 of 5 What this coversNote: The warning is informational only and does not prevent you from saving your settings. Next stepThe warning appears when you attempt to use a GHL Customer Care phone number in the following areas:

Where You’ll See This Warning

The warning appears when you attempt to use a GHL Customer Care phone number in the following areas:

  • Phone Number Settings (Call Forwarding)

    Step 1 of 4: Phone Number Settings (Call Forwarding) What this shows Step 1 of 4: Phone Number Settings (Call Forwarding) What this shows Shows what this covers for step 1 of 4 in the "Where You’ll See This Warning" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". This screenshot accompanies step 1 of 4 in the "Where You’ll See This Warning" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". At this point in the walkthrough you phone Number Settings (Call Forwarding). For context, this section explains: The warning appears when you attempt to use a GHL Customer Care phone number in the following areas. This part of the guide covers 4 fields, listed below. The next step is to business Profile (Business Phone Number). Step 1 of 4Image 2 of 5 What this coversPhone Number Settings (Call Forwarding)
    Fields in this part of the guide Phone Number Settings (Call Forwarding)Business Profile (Business Phone Number)Staff Profile (User Phone Number)Number Pool
    Buttons and menus referenced Phone Number SettingsGHL Customer Care phone numberBusiness ProfileStaff ProfileNumber Pool
    Next stepBusiness Profile (Business Phone Number)
    Example values
    Phone Number Settings (Call Forwarding)
    +1 312 847 1928
    Business Profile (Business Phone Number)
    Northgate Dental

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 4 steps in this procedure
    1. Phone Number Settings (Call Forwarding) this image
    2. Business Profile (Business Phone Number)
    3. Staff Profile (User Phone Number)
    4. Number Pool

  • Business Profile (Business Phone Number)

    Step 2 of 4: Business Profile (Business Phone Number) What this shows Step 2 of 4: Business Profile (Business Phone Number) What this shows Shows what this covers for step 2 of 4 in the "Where You’ll See This Warning" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". This screenshot accompanies step 2 of 4 in the "Where You’ll See This Warning" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". At this point in the walkthrough you business Profile (Business Phone Number). This part of the guide covers 4 fields, listed below. The next step is to staff Profile (User Phone Number). Step 2 of 4Image 3 of 5 What this coversBusiness Profile (Business Phone Number)
    Fields in this part of the guide Phone Number Settings (Call Forwarding)Business Profile (Business Phone Number)Staff Profile (User Phone Number)Number Pool
    Buttons and menus referenced Business ProfileGHL Customer Care phone numberPhone Number SettingsStaff ProfileNumber Pool
    Next stepStaff Profile (User Phone Number)
    Example values
    Phone Number Settings (Call Forwarding)
    +1 312 847 1928
    Business Profile (Business Phone Number)
    Northgate Dental

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 4 steps in this procedure
    1. Phone Number Settings (Call Forwarding)
    2. Business Profile (Business Phone Number) this image
    3. Staff Profile (User Phone Number)
    4. Number Pool

  • Staff Profile (User Phone Number)

    Step 3 of 4: Staff Profile (User Phone Number) What this shows Step 3 of 4: Staff Profile (User Phone Number) What this shows Shows what this covers for step 3 of 4 in the "Where You’ll See This Warning" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". This screenshot accompanies step 3 of 4 in the "Where You’ll See This Warning" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". At this point in the walkthrough you staff Profile (User Phone Number). For context, this section explains: The warning appears when you attempt to use a GHL Customer Care phone number in the following areas. This part of the guide covers 4 fields, listed below. The next step is to number Pool. Step 3 of 4Image 4 of 5 What this coversStaff Profile (User Phone Number)
    Fields in this part of the guide Phone Number Settings (Call Forwarding)Business Profile (Business Phone Number)Staff Profile (User Phone Number)Number Pool
    Buttons and menus referenced Staff ProfileGHL Customer Care phone numberPhone Number SettingsBusiness ProfileNumber Pool
    Next stepNumber Pool
    Example values
    Phone Number Settings (Call Forwarding)
    +1 312 847 1928
    Business Profile (Business Phone Number)
    Northgate Dental

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 4 steps in this procedure
    1. Phone Number Settings (Call Forwarding)
    2. Business Profile (Business Phone Number)
    3. Staff Profile (User Phone Number) this image
    4. Number Pool

  • Number Pool

    Step 4 of 4: Number Pool What this shows Step 4 of 4: Number Pool What this shows Shows what this covers for step 4 of 4 in the "Where You’ll See This Warning" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". This screenshot accompanies step 4 of 4 in the "Where You’ll See This Warning" section of "Avoid Call Loops When Routing Calls to Internal Phone Numbers". At this point in the walkthrough you number Pool. For context, this section explains: The warning appears when you attempt to use a GHL Customer Care phone number in the following areas. This part of the guide covers 4 fields, listed below. Step 4 of 4Image 5 of 5 What this coversNumber Pool
    Fields in this part of the guide Phone Number Settings (Call Forwarding)Business Profile (Business Phone Number)Staff Profile (User Phone Number)Number Pool
    Buttons and menus referenced Number PoolGHL Customer Care phone numberPhone Number SettingsBusiness ProfileStaff Profile
    Example values
    Phone Number Settings (Call Forwarding)
    +1 312 847 1928
    Business Profile (Business Phone Number)
    Northgate Dental

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 4 steps in this procedure
    1. Phone Number Settings (Call Forwarding)
    2. Business Profile (Business Phone Number)
    3. Staff Profile (User Phone Number)
    4. Number Pool this image

To avoid call issues:

  • Use an external phone number (mobile, landline, or VoIP) for call forwarding whenever possible.

  • If you choose to use a GHL Customer Care phone number:

    • Ensure your call flow does not route calls back to the same number

    • Test your setup thoroughly after saving changes

    • Monitor call logs for failed or dropped calls

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