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How to Setup Voicemail in GHL Customer Care

Learn how to set up voicemail in GHL Customer Care for your company & individual users, including greetings, notifications, routing, & essential configuration options.

3 min read775 words6 explained imagesUpdated Thu, 10 Sep at 5:34 AM
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On this page
  1. Audio File Requirements
  2. Important: Higher-quality audio is not always better for voicemail delivery. If your recording does not play correctly, convert or export it at 64 kbps and try uploading it again.
  3. Where Will You Use the Audio File?
  4. Company Voicemail
  5. User Voicemail
  6. Voicemail Drop in a Workflow
  7. Create or Prepare Your Recording
  8. Optional: Using Third-Party Recording or Conversion Tools
  9. Test Your Audio After Uploading
  10. Related Articles

You can upload your own audio recording in GHL Customer Care to use as a custom voicemail greeting or voicemail drop.

For reliable playback across carriers, prepare your recording in a supported format and quality before uploading it to GHL Customer Care.

TABLE OF CONTENTS

Audio File Requirements

Before uploading your recording, make sure your audio file meets these requirements:

RequirementRecommended Setting
File formatMP3 or WAV
Audio quality64 kbps
ContentClear, pre-recorded voice message

Important: Higher-quality audio is not always better for voicemail delivery. If your recording does not play correctly, convert or export it at 64 kbps and try uploading it again.

Where Will You Use the Audio File?

The upload location depends on how you want to use the recording.

Company Voicemail

To use the recording as the default voicemail for your sub-account:

  1. Go to Sub-Account → Settings → Phone System.

  2. Scroll to Call & Voicemail Settings.

  3. Upload your MP3 or WAV voicemail file.

  4. Save your changes.

  5. Call your GHL Customer Care number from another phone to test the voicemail.

    Step 5 of 5: Call your GHL Customer Care number from another phone to test the… What this shows Step 5 of 5: Call your GHL Customer Care number from another phone to test the voicemail. What this shows Shows what this covers for step 5 of 5 in the "Company Voicemail" section of "How to Setup Voicemail in GHL Customer Care". This screenshot accompanies step 5 of 5 in the "Company Voicemail" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you call your GHL Customer Care number from another phone to test the voicemail. Step 5 of 5Image 1 of 6 What this coversCall your GHL Customer Care number from another phone to test the voicemail.
    Buttons and menus referenced Sub-Account → Settings → Phone SystemCall & Voicemail Settings
    All 5 steps in this procedure
    1. Go to Sub-Account → Settings → Phone System.
    2. Scroll to Call & Voicemail Settings.
    3. Upload your MP3 or WAV voicemail file.
    4. Save your changes.
    5. Call your GHL Customer Care number from another phone to test the voicemail. this image

User Voicemail

To configure a voicemail recording for an individual user:

  1. Go to Sub-Account → Settings → My Staff.

  2. Select and edit the appropriate user.

    Step 2 of 5: Select and edit the appropriate user What this shows Step 2 of 5: Select and edit the appropriate user. What this shows Shows what to choose for step 2 of 5 in the "User Voicemail" section of "How to Setup Voicemail in GHL Customer Care". This screenshot accompanies step 2 of 5 in the "User Voicemail" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you select and edit the appropriate user. For context, this section explains: Go to Sub-Account → Settings → My Staff. Select and edit the appropriate user. Expand Call & Voicemail Settings. Upload the MP3 or WAV file. Save your changes and test the user's call flow. The next step is to expand Call & Voicemail Settings. Step 2 of 5Image 2 of 6 What to chooseSelect and edit the appropriate user.
    Buttons and menus referenced Sub-Account → Settings → My StaffCall & Voicemail Settings
    Next stepExpand Call & Voicemail Settings.
    All 5 steps in this procedure
    1. Go to Sub-Account → Settings → My Staff.
    2. Select and edit the appropriate user. this image
    3. Expand Call & Voicemail Settings.
    4. Upload the MP3 or WAV file.
    5. Save your changes and test the user's call flow.

  3. Expand Call & Voicemail Settings.

    Step 3 of 5: Expand Call & Voicemail Settings What this shows Step 3 of 5: Expand Call & Voicemail Settings. What this shows Shows what this covers for step 3 of 5 in the "User Voicemail" section of "How to Setup Voicemail in GHL Customer Care". This screenshot accompanies step 3 of 5 in the "User Voicemail" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you expand Call & Voicemail Settings. For context, this section explains: Go to Sub-Account → Settings → My Staff. Select and edit the appropriate user. Expand Call & Voicemail Settings. Upload the MP3 or WAV file. Save your changes and test the user's call flow. The next step is to upload the MP3 or WAV file. Step 3 of 5Image 3 of 6 What this coversExpand Call & Voicemail Settings.
    Buttons and menus referenced Call & Voicemail SettingsSub-Account → Settings → My Staff
    Next stepUpload the MP3 or WAV file.
    All 5 steps in this procedure
    1. Go to Sub-Account → Settings → My Staff.
    2. Select and edit the appropriate user.
    3. Expand Call & Voicemail Settings. this image
    4. Upload the MP3 or WAV file.
    5. Save your changes and test the user's call flow.

  4. Upload the MP3 or WAV file.

  5. Save your changes and test the user's call flow.

A user's voicemail can take precedence when the contact or phone number is assigned to that user.

Voicemail Drop in a Workflow

To use your recording as a voicemail drop:

  1. Open the appropriate Workflow.

  2. Click the + button to add an action.

  3. Search for and select Voicemail.

    Step 3 of 6: Search for and select Voicemail What this shows Step 3 of 6: Search for and select Voicemail. What this shows Shows what to choose for step 3 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". This screenshot accompanies step 3 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you search for and select Voicemail. For context, this section explains: Open the appropriate Workflow. Click the + button to add an action. Search for and select Voicemail. Upload your pre-recorded MP3 or WAV (64 kbps) audio file. Click Save Action. Save or publish the workflow as appropriate. The next step is to upload your pre-recorded MP3 or WAV (64 kbps) audio file. Step 3 of 6Image 4 of 6 What to chooseSearch for and select Voicemail.
    Buttons and menus referenced VoicemailWorkflow+MP3 or WAV (64 kbps)Save Action
    Next stepUpload your pre-recorded MP3 or WAV (64 kbps) audio file.
    All 6 steps in this procedure
    1. Open the appropriate Workflow.
    2. Click the + button to add an action.
    3. Search for and select Voicemail. this image
    4. Upload your pre-recorded MP3 or WAV (64 kbps) audio file.
    5. Click Save Action.
    6. Save or publish the workflow as appropriate.

  4. Upload your pre-recorded MP3 or WAV (64 kbps) audio file.

    Step 4 of 6: Upload your pre-recorded MP3 or WAV (64 kbps) audio file What this shows Step 4 of 6: Upload your pre-recorded MP3 or WAV (64 kbps) audio file. What this shows Shows what this covers for step 4 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". This screenshot accompanies step 4 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you upload your pre-recorded MP3 or WAV (64 kbps) audio file. The next step is to click Save Action. Step 4 of 6Image 5 of 6 What this coversUpload your pre-recorded MP3 or WAV (64 kbps) audio file.
    Buttons and menus referenced MP3 or WAV (64 kbps)Workflow+VoicemailSave Action
    Next stepClick Save Action.
    All 6 steps in this procedure
    1. Open the appropriate Workflow.
    2. Click the + button to add an action.
    3. Search for and select Voicemail.
    4. Upload your pre-recorded MP3 or WAV (64 kbps) audio file. this image
    5. Click Save Action.
    6. Save or publish the workflow as appropriate.

  5. Click Save Action.

    Step 5 of 6: Click Save Action What this shows Step 5 of 6: Click Save Action. What this shows Shows how to confirm for step 5 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". This screenshot accompanies step 5 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you click Save Action. For context, this section explains: Open the appropriate Workflow. Click the + button to add an action. Search for and select Voicemail. Upload your pre-recorded MP3 or WAV (64 kbps) audio file. Click Save Action. Save or publish the workflow as appropriate. The next step is to save or publish the workflow as appropriate. Step 5 of 6Image 6 of 6 How to confirmClick Save Action.
    Buttons and menus referenced Save ActionWorkflow+VoicemailMP3 or WAV (64 kbps)
    Next stepSave or publish the workflow as appropriate.
    All 6 steps in this procedure
    1. Open the appropriate Workflow.
    2. Click the + button to add an action.
    3. Search for and select Voicemail.
    4. Upload your pre-recorded MP3 or WAV (64 kbps) audio file.
    5. Click Save Action. this image
    6. Save or publish the workflow as appropriate.

  6. Save or publish the workflow as appropriate.

Test the workflow with a test contact before using the voicemail drop with your intended audience.

Create or Prepare Your Recording

You can create the recording with any audio recorder that allows you to save or export the finished recording in a compatible format.

For best results:

  • Record in a quiet environment.

  • Speak clearly and at a consistent volume.

  • Keep background noise to a minimum.

  • Export the finished recording as MP3 or WAV.

  • Use 64 kbps audio quality for voicemail compatibility.

If you already have an audio recording, you do not need to record it again. Convert or export the existing file to the supported format and quality if necessary.

Optional: Using Third-Party Recording or Conversion Tools

You may use third-party audio recording or conversion software to prepare your file. GHL Customer Care does not require a specific third-party tool—the important part is that the resulting audio file meets the supported voicemail requirements.

For example, a desktop audio editor such as Audacity can be used to record, resample, and export audio.

Note: Third-party tools and websites are maintained independently of GHL Customer Care. Their availability, functionality, pricing, and interfaces may change. Refer to the provider's current documentation when using an external service.

Example: Preparing a WAV File in Audacity

If you're using Audacity:

  1. Open or import your audio file.

  2. Set the project rate to 8000 Hz.

  3. Resample the track to 8000 Hz, if needed.

  4. Export the recording as a WAV file using U-Law encoding.

  5. Upload the exported file to the appropriate voicemail destination in GHL Customer Care.

Test Your Audio After Uploading

Always test the recording after uploading it. For a company or user voicemail:

  1. Call the GHL Customer Care phone number from a different phone.

  2. Allow the call to reach voicemail.

  3. Confirm that the correct recording plays.

  4. Listen for distortion, unusually low volume, or playback issues.

For a voicemail drop, run the workflow with a test contact and confirm that the expected recording is delivered.

If the Audio Doesn't Play Correctly

If your voicemail file doesn't work as expected:

  1. Confirm that the file is MP3 or WAV.

  2. Convert or re-export the recording at 64 kbps.

  3. Upload the new version to GHL Customer Care.

  4. Save your changes.

  5. Test the call or workflow again.

If you're configuring a standard company or user voicemail, also verify your Incoming Call Timeout settings. The forwarding number's own voicemail may answer before GHL Customer Care can play the uploaded voicemail if the timeout is too long.

Frequently asked questions

Where Will You Use the Audio File?
The upload location depends on how you want to use the recording.

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