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This article walks you through how to configure a specific phone number inside your GHL Customer Care sub-account, including settings like call forwarding, timeout behavior, whisper messages, call recording, and more. Proper setup ensures optimal call routing, lead handling, and automation accuracy across your account.
Phone number configuration in GHL Customer Care enables you to control how each phone number behaves for both inbound and outbound calls.
These configurations are crucial for teams that rely on efficient phone communications, whether they show a custom caller ID, route calls to users, or enable voicemail.
Phone Number Configuration Options – At a Glance
Option
Purpose
Common Use Case/Example
Name Your Number
Label numbers for internal use
“Main Sales Line” or “Support Desk”
Forwarding Calls To
Route calls to external or mobile numbers
Send calls to team members' personal phones
Use Verified Number as Caller ID
Show verified number for outbound calls
Enhances professionalism in outbound calls
Call Connect
Adds prompt before call connects to ensure a human answers
Ideal for triggering missed-call automation
Whisper Message
Custom message before call connects
“Call from XYZ Agency - press 1 to connect”
Call Recording
Automatically records calls for compliance or training
Quality assurance and team monitoring
Play Call Recording Message
Announces recording to comply with legal standards
“This call may be recorded...”
Incoming Call Timeout
Determines how long phone rings before voicemail
Route to CRM voicemail or personal voicemail
Outgoing Call Timeout
Sets outbound ring time limit
Avoids hitting recipient voicemails
Ring Incoming Calls to Users
Ring multiple users simultaneously
Ensures calls are answered promptly
How to Edit Your Phone Configuration
Step 1: Navigate to Phone Numbers
From you sub-account, navigate to Settings >Phone System > Phone Numbers.
Step 1: Navigate to Phone Numbers (image 1 of 8)What this shows From you sub-account, navigate to Settings > Phone System > Phone Numbers.What this showsIllustrates the "Step 1: Navigate to Phone Numbers" section of "Overview of Phone Number Configuration Options".This screenshot appears in the "Step 1: Navigate to Phone Numbers" section of "Overview of Phone Number Configuration Options". The text alongside this image reads: From you sub-account, navigate to Settings > Phone System > Phone Numbers. The navigation path used here is Settings > Phone System > Phone Numbers. Immediately after, the guide continues: Click on the Three Dots beside the number you want to configure then click the Edit Configuration option from the pop-up.Path: Settings > Phone System > Phone NumbersImage 1 of 8What this coversFrom you sub-account, navigate to Settings > Phone System > Phone Numbers.
Buttons and menus referencedSettings >Phone System > Phone Numbers.
Next stepClick on the Three Dots beside the number you want to configure then click the Edit Configuration option from the pop-up.
Step 2: Navigate to Edit Configuration Option
Click on the Three Dots beside the number you want to configure then click the Edit Configuration option from the pop-up.
Step 2: Navigate to Edit Configuration Option (image 2 of 8)What this shows Click on the Three Dots beside the number you want to configure then click the Edit Configuration option from the pop-up.What this showsIllustrates the "Step 2: Navigate to Edit Configuration Option" section of "Overview of Phone Number Configuration Options".This screenshot appears in the "Step 2: Navigate to Edit Configuration Option" section of "Overview of Phone Number Configuration Options". The text alongside this image reads: Click on the Three Dots beside the number you want to configure then click the Edit Configuration option from the pop-up. Immediately after, the guide continues: This option lets you label your number for internal reference.Image 2 of 8What to clickClick on the Three Dots beside the number you want to configure then click the Edit Configuration option from the pop-up.
Buttons and menus referencedThree DotsEdit Configuration
Next stepThis option lets you label your number for internal reference.
Step 3: Name Your Number
This option lets you label your number for internal reference.
Example: Main Sales Line, Support Line, or Agent John's Number.
Step 3: Name Your Number (image 3 of 8)What this shows Example: Main Sales Line, Support Line, or Agent John's Number.What this showsIllustrates the "Step 3: Name Your Number" section of "Overview of Phone Number Configuration Options".This screenshot appears in the "Step 3: Name Your Number" section of "Overview of Phone Number Configuration Options". The text alongside this image reads: Example: Main Sales Line, Support Line, or Agent John's Number. Immediately after, the guide continues: This lets you define the number where incoming calls will be routed to. Useful for forwarding to mobile phones, external lines, or different departments.Image 3 of 8What this coversExample: Main Sales Line, Support Line, or Agent John's Number.Next stepThis lets you define the number where incoming calls will be routed to. Useful for forwarding to mobile phones, external lines, or different departments.
Step 4: Calls Go To
This lets you define the number where incoming calls will be routed to. Useful for forwarding to mobile phones, external lines, or different departments.
When a caller dials Number A (the configured number), the call is immediately forwarded to Number B (the destination number).
Step 4: Calls Go To (image 4 of 8)What this shows When a caller dials Number A (the configured number), the call is immediately forwarded to Number B (the destination number).What this showsIllustrates the "Step 4: Calls Go To" section of "Overview of Phone Number Configuration Options".This screenshot appears in the "Step 4: Calls Go To" section of "Overview of Phone Number Configuration Options". The text alongside this image reads: When a caller dials Number A (the configured number), the call is immediately forwarded to Number B (the destination number). Immediately after, the guide continues: The Call Recording option enables automatic call recordings for training, quality assurance, or compliance purposes.Image 4 of 8What this coversWhen a caller dials Number A (the configured number), the call is immediately forwarded to Number B (the destination number).Next stepThe Call Recording option enables automatic call recordings for training, quality assurance, or compliance purposes.
Step 5: Call Recording
The Call Recording option enables automatic call recordings for training, quality assurance, or compliance purposes.
The Play Call Recording Message setting lets you add a pre-recording whisper message, such as “This call will be recorded for quality purposes,” to inform the receiver before recording begins.
Important: Call Recording costs $0.0025/min. Storing it costs $0.0005/min/month.
Note: In many U.S. states, playing a recording disclaimer is legally required to ensure compliance.
Step 5: Call Recording (image 5 of 8)What this shows Note: In many U.S.What this showsIllustrates the "Step 5: Call Recording" section of "Overview of Phone Number Configuration Options".This screenshot appears in the "Step 5: Call Recording" section of "Overview of Phone Number Configuration Options". The text alongside this image reads: Note: In many U.S. states, playing a recording disclaimer is legally required to ensure compliance. Immediately after, the guide continues: For more detailed call forwarding, click on the Call Forwarding tab. This includes the option to.Image 5 of 8What this coversNote: In many U.S. states, playing a recording disclaimer is legally required to ensure compliance.
Buttons and menus referenced$0.0025/min$0.0005/min/monthrecording disclaimer is legally required
Next stepFor more detailed call forwarding, click on the Call Forwarding tab. This includes the option to:
Step 6: Set Call Forwarding
For more detailed call forwarding, click on the Call Forwarding tab. This includes the option to:
External Phone Number: Route calls to an External Phone Number
Business Phone Number: Route calls to the Business phone number setup in your Business profile
Voice AI: Route calls to an AI Agent that can take calls 24x7, answer queries, transfer calls and more
Ring Multiple Team members: Route incoming calls to multiple users (team members) within your sub-account. When a call comes in, the phones of all selected users will ring simultaneously until someone answers or the call times out. You can assign maximum 6 users to receive these calls. For more details, checkout our article: Ring Incoming Calls to Multiple Users
Step 6: Set Call Forwarding (image 6 of 8)What this shows External Phone Number: Route calls to an External Phone Number Business Phone Number: Route calls to the Business phone number setup in…What this showsIllustrates the "Step 6: Set Call Forwarding" section of "Overview of Phone Number Configuration Options".This screenshot appears in the "Step 6: Set Call Forwarding" section of "Overview of Phone Number Configuration Options". The text alongside this image reads: External Phone Number: Route calls to an External Phone Number Business Phone Number: Route calls to the Business phone number setup in your Business profile Voice AI: Route calls to an AI Agent that can take calls 24x7, answer queries, transfer calls and more Ring Multiple Team members: Route…. Immediately after, the guide continues: Incoming Call Timeout: The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM). Make sure you’ve uploaded a….Image 6 of 8What this coversExternal Phone Number: Route calls to an External Phone Number Business Phone Number: Route calls to the Business phone number setup in your Business profile Voice AI: Route calls to an AI Agent that can take calls 24x7, answer queries, transfer calls and more Ring Multiple Team members: Route incoming calls to multiple users (team members) within your sub-account. When a call comes in, the phones of all selected users will ring simultaneously until someone answers or the call times out. You can assign maximum 6 users to receive these calls. For more details, checkout our article: Ring Incoming Calls to Multiple Users
Buttons and menus referencedCall Forwarding
Next stepIncoming Call Timeout: The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM). Make sure you’ve uploaded a voicemail recording (MP3 or WAV format) either in the Business Info tab or in the assigned user’s profile settings. Outgoing Call Timeout: The amount of time (in seconds) the system lets the outbound call ring before dropping the call. Use a shorter timeout like 30 seconds to avoid hitting customer voicemails, ideal for voicemail-drop or lead-churn reduction campaigns Set the Backup: Choose between Voicemail and Voice AI for you backup. This is what customers will here when you are unable to answer an incoming call.All 4 steps in this procedure
External Phone Number: Route calls to an External Phone Number
Business Phone Number: Route calls to the Business phone number setup in your Business profile
Voice AI: Route calls to an AI Agent that can take calls 24x7, answer queries, transfer calls and more
Ring Multiple Team members: Route incoming calls to multiple users (team members) within your sub-account. When a call comes in, the phones of all selected users will ring simultaneously until someone answers or the call times out. You can assign maximum 6 users to receive these calls. For more details, checkout our article: Ring Incoming Calls to Multiple Users
Step 7: Set Timeout and Backup
Incoming Call Timeout: The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM). Make sure you’ve uploaded a voicemail recording (MP3 or WAV format) either in the Business Info tab or in the assigned user’s profile settings.
Scenario 1 - Route to Personal Voicemail: If you want missed calls to go to your cellphone's voicemail, simply leave the Inbound Call Timeout field blank or set it to 60 seconds. This gives the call enough time to reach your personal voicemail system.
Scenario 2 - Route to CRM Voicemail After Ringing: If you'd like the call to ring briefly before directing the lead to a pre-recorded voicemail within the CRM, set the Inbound Call Timeout to around 20 seconds. This avoids the call reaching your personal voicemail and ensures it gets handled by your CRM setup.
Scenario 3 - Direct to CRM Voicemail Immediately: To send calls directly to a pre-recorded CRM voicemail without ringing your phone, set the Inbound Call Timeout to 1–4 seconds.
Outgoing Call Timeout: The amount of time (in seconds) the system lets the outbound call ring before dropping the call. Use a shorter timeout like 30 seconds to avoid hitting customer voicemails, ideal for voicemail-drop or lead-churn reduction campaigns
Set the Backup: Choose between Voicemail and Voice AI for you backup. This is what customers will here when you are unable to answer an incoming call.
Step 7: Set Timeout and Backup (image 7 of 8)What this shows Incoming Call Timeout: The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a…What this showsIllustrates the "Step 7: Set Timeout and Backup" section of "Overview of Phone Number Configuration Options".This screenshot appears in the "Step 7: Set Timeout and Backup" section of "Overview of Phone Number Configuration Options". The text alongside this image reads: Incoming Call Timeout: The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM). Make sure you’ve uploaded a voicemail recording (MP3 or WAV format) either in the Business…. Immediately after, the guide continues: Navigate to the Advanced Settings tab. This area includes the options for.Image 7 of 8What to chooseIncoming Call Timeout: The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM). Make sure you’ve uploaded a voicemail recording (MP3 or WAV format) either in the Business Info tab or in the assigned user’s profile settings. Outgoing Call Timeout: The amount of time (in seconds) the system lets the outbound call ring before dropping the call. Use a shorter timeout like 30 seconds to avoid hitting customer voicemails, ideal for voicemail-drop or lead-churn reduction campaigns Set the Backup: Choose between Voicemail and Voice AI for you backup. This is what customers will here when you are unable to answer an incoming call.Next stepNavigate to the Advanced Settings tab. This area includes the options for:
Step 8: Advanced Settings
Navigate to the AdvancedSettings tab. This area includes the options for:
Call Connect: When enabled, the recipient will hear a whisper message prompting them to press a key to accept the call, ensuring that only calls answered by a human are marked as connected. Ideal for enabling Missed-Call Text-Back automations and preventing voicemails from being falsely marked as successful calls.
Whisper Message: This option allows you to set the message that plays before connecting the call when Call Connect is enabled. The Call Recording and Whisper messages uses Text-to-Speech (TTS). TTS is billed at $0.00084 per 100 characters. Example: “Call from GHL Customer Care - press a key to connect.” or "Call from XYZ Agency - press a key to connect."
Bring Your Own Number: This feature allows you to show your verified phone number in the callerID of the recipient when you are making outbound phone calls. This option is only applicable to Verified Phone Numbers. To learn more, see: How to Set Up Verified Caller ID (Use your number for Voice Calls)
Phone number I see when receiving the call: By default, the system transmits the number of the caller for caller ID. However, if you prefer your caller ID to show the number that the caller dialed instead, you can activate this feature. This is most relevant if the caller dialed number A and was forwarded to number B (your number).
Prefer forwarding calls to: When receiving an inbound call on a phone number, it can either be sent to the contact owner or the phone number owner.
Connect me to the contact (Outbound calls): Choose Between the options
Immediately after they answer: Connects you to the contact as soon as they answer. Helps you hear the real ringing/connecting/busy tone when calling the contact (instead of a simulated one). You hear the call recording message too (if enabled).
After the call recording message finishes: Avoids conversation overlap with call recording message. But you hear a simulated ring tone when calling them.
Step 8: Advanced Settings (image 8 of 8)What this shows Call Connect: When enabled, the recipient will hear a whisper message prompting them to press a key to accept the call, ensuring that only…What this showsIllustrates the "Step 8: Advanced Settings" section of "Overview of Phone Number Configuration Options".This screenshot appears in the "Step 8: Advanced Settings" section of "Overview of Phone Number Configuration Options". The text alongside this image reads: Call Connect: When enabled, the recipient will hear a whisper message prompting them to press a key to accept the call, ensuring that only calls answered by a human are marked as connected. Ideal for enabling Missed-Call Text-Back automations and preventing voicemails from being falsely marked as…. Immediately after, the guide continues: Q: What happens if I leave inbound or outbound timeout fields blank? The system defaults to 60 seconds for both inbound and outbound timeouts.Image 8 of 8What to chooseCall Connect: When enabled, the recipient will hear a whisper message prompting them to press a key to accept the call, ensuring that only calls answered by a human are marked as connected. Ideal for enabling Missed-Call Text-Back automations and preventing voicemails from being falsely marked as successful calls. Whisper Message: This option allows you to set the message that plays before connecting the call when Call Connect is enabled. The Call Recording and Whisper messages uses Text-to-Speech (TTS). TTS is billed at $0.00084 per 100 characters. Example: “Call from GHL Customer Care - press a key to connect.” or "Call from XYZ Agency - press a key to connect." Bring Your Own Number: This feature allows you to show your verified phone number in the callerID of the recipient when you are making outbound phone calls. This option is only applicable to Verified Phone Numbers. To learn more, see: How to Set Up Verified Caller ID (Use your number for Voice Calls) Phone number I see when receiving the call: By default, the system transmits the number of the caller for caller ID. However, if you prefer your caller ID to show the number that the caller dialed instead, you can activate this feature. This is most relevant if the caller dialed number A and was forwarded to number B (your number). Prefer forwarding calls to: When receiving an inbound call on a phone number, it can either be sent to the contact owner or the phone number owner. Connect me to the contact (Outbound calls): Choose Between the options
Buttons and menus referencedAdvancedSettings
Next stepQ: What happens if I leave inbound or outbound timeout fields blank? The system defaults to 60 seconds for both inbound and outbound timeouts.All 6 steps in this procedure
Call Connect: When enabled, the recipient will hear a whisper message prompting them to press a key to accept the call, ensuring that only calls answered by a human are marked as connected. Ideal for enabling Missed-Call Text-Back automations and preventing voicemails from being falsely marked as successful calls.
Whisper Message: This option allows you to set the message that plays before connecting the call when Call Connect is enabled. The Call Recording and Whisper messages uses Text-to-Speech (TTS). TTS is billed at $0.00084 per 100 characters. Example: “Call from GHL Customer Care - press a key to connect.” or "Call from XYZ Agency - press a key to connect."
Bring Your Own Number: This feature allows you to show your verified phone number in the callerID of the recipient when you are making outbound phone calls. This option is only applicable to Verified Phone Numbers. To learn more, see: How to Set Up Verified Caller ID (Use your number for Voice Calls)
Phone number I see when receiving the call: By default, the system transmits the number of the caller for caller ID. However, if you prefer your caller ID to show the number that the caller dialed instead, you can activate this feature. This is most relevant if the caller dialed number A and was forwarded to number B (your number).
Prefer forwarding calls to: When receiving an inbound call on a phone number, it can either be sent to the contact owner or the phone number owner.
Connect me to the contact (Outbound calls): Choose Between the options
Frequently Asked Questions
Q: What happens if I leave inbound or outbound timeout fields blank? The system defaults to 60 seconds for both inbound and outbound timeouts.
Q: What URL should I provide when verifying a toll-free number? Use your official business website URL, one that customers can find and verify.
Q: Can I assign the same number to multiple users? Yes, under "Ring Incoming Calls to Selected Users," you can assign up to 7 users to a single number.
Q: How do I stop forwarded calls from going to my personal voicemail? Use a short inbound timeout (~20 secs) so calls hit a CRM voicemail before reaching your personal voicemail.
Q: Why aren’t my outbound calls displaying the right caller ID? Ensure that your number is verified and approved for outbound calling and you’ve selected “Use Verified Number as Caller ID.”
Q: Can I use toll-free numbers for both SMS and voice? Yes, but they must be registered and verified for SMS compliance and typically have limitations for outbound voice caller ID depending on carrier support.
Q: Why isn’t my whisper message playing when calls are routed through my IVR workflow?
Whisper messages will only play for calls forwarded to external phone numbers. If the call is answered through the GHL Customer Care web app, mobile app, or desktop app, the whisper message will not play , this is expected behavior.
