Inbound call routing is essential for businesses that thrive on successful customer communication. HighLevel, a comprehensive marketing and CRM tool, adds robust inbound call routing functionalities to ensure incoming calls reach the right individual or department.
Inbound call routing is a service that sends incoming calls to the correct recipient according to the rules and criteria set up. This is very important for companies receiving high volumes of calls as it handles customer inquiries efficiently, enhancing the quality of services.
This article will discuss how inbound call routing works within HighLevel, its benefits, best practices for implementation, and troubleshooting common issues.
Table of Contents
Key Features of Inbound Call Routing HighLevel
The system of inbound call routing by HighLevel boasts several distinct features that make its functionality more distinguished:
Users Phone Assignment: HighLevel enables businesses to attach a specific phone number to the user. Once a contact dials a number, the system checks if that number is assigned to a particular user. If the number exists, it routes the call directly to the exact user’s phone.
Contact User Assignment: If no user is assigned to the phone number, it checks if the contact person calling is assigned to any user. If they are so assigned, then that call will be routed to the assigned user’s phone.
Forwarding Number: If one or both of the conditions above are unmet, HighLevel looks for a forwarding number attached to the called phone number. Then, that call will be forwarded to the number if there is one.
Business Profile Settings: The last option the app searches is the business profile settings if it finds neither a user nor a forwarding number. If an address is listed for a company, but its forwarding status is set to forward, HighLevel sends the call to the company’s number.
How Inbound Call Routing Works In HighLevel
Inbound call routing in HighLevel means the following:
Detection of Incoming Calls: When HighLevel receives the call, it automatically detects the number and, if there is a routing function, automatically activates it.
User Assignments Check: HighLevel checks if the incoming number is assigned to a particular user. The system will automatically route the call to the specific user in confirmation.
Contact Assignment Check: If the number is not a user’s HighLevel, we will check next to see if the caller is a contact. If the caller is a user, the call will go directly to that user.
Forwarding Number Check: If HighLevel can’t route the call to a user, it searches for active forwarding numbers on an incoming number. If there is an active forwarding number, the call will be routed that way.
Business Profile Settings: The platform will check the business profile for a company number if there is no user or forwarding number. If configured, the call will be forwarded to that number.
Call Connection: Once the right destination is established, the call connects, meaning the person who called will get the right person or t department.
Benefits of Inbound Call Routing In HighLevel
Applying inbound call routing in HighLevel gives several advantages to businesses as follows:
1. Better Customer Experience
A suitable, effective method of inbound call routing ensures that calls reach the right person at the right time; this reduces wait times and strengthens the overall customer experience. Customer satisfaction arrives through being connected to the correct representative without waiting for it to happen.
2. Efficient Call Management
HighLevel’s inbound call routing is the feature that allows any business to answer a considerable number of calls simultaneously. This capability is particularly beneficial for those businesses that receive an enormous number of queries, and it mainly saves on missed calls while fulfilling all the customers’ needs quickly.
3. Flexibility and Customization
It allows companies to customize their call routing rules according to their needs. Businesses can set up different routing paths for any department according to various needs to direct calls to the proper team members.
4. Enhanced Reporting and Analytics
The reporting and analytics features of HighLevel will help the business understand the number of call-ins, how long they last, and whether the calls have an efficient route.
It would be invaluable for monitoring trends so good decisions can be made about improving customer service.
5. Greater Productivity
HighLevel saves employees from wasting their time managing incoming calls and makes them focus on their core jobs because of the automation of the call routing process. This can ultimately lead to better overall performance and improved business outcomes.
Best Practices for Effective Implementation of Inbound Call Routing in HighLevel
The best practices for maximum effectiveness for inbound call routing in HighLevel are as follows:
1. Define clear routing rules
Establish routing rules that are accurate, specific, and unambiguous as guided by the needs of your business. Determine how calls should be routed based on concepts such as the caller’s identity, departments, and readiness of the personnel who will receive the call. All this will ensure the efficient routing of calls.
2. Regular Updates of User Assignments
Synchronize user assignments in a manner that makes call dispatch to the appropriate individuals. Also, synchronize assignments based on the common changes experienced by the team members as they change roles or duties.
3. Call Metrics Management
High-level reporting analytics can allow you to monitor real-time metrics such as call volume, wait times, and routing efficiency. These can guide you in deciding which areas need improvement and optimize your routing for calls.
4. Train the Staff on Call Handling
Train staff on the right way to receive incoming calls. Ensure your team members know how the call will be routed and are prepared for the incoming call before too long.
5. Test Your Inbound Routing Setup
S/He regularly tests their inbound call routing setup to ensure it works according to plan. Testing calls help check whether calls get routed appropriately and if staff are ready to take the call.
6. Customer Feedback
Collect feedback from your customers about their call experiences. This will help you determine where calls fail and how to adjust your call routing strategy accordingly.
Common Problems and Their Solutions
Your integration is generally smooth but not without a few common problems. Here are some quick troubleshooting tips below:
1. Missing Events
If events are missing from your HighLevel calendar, check that they are registered in Google Calendar as ‘BUSY.’ Only ‘BUSY’ events will block the capacity of an event to appear on your HighLevel calendar.
2. Duplicated Events
Have you connected to the same calendar more than once? This sometimes results in overlapping events, or sometimes they overlap multiple times. Remove any calendars that are duplicates.
3. Notification Settings
Confirm your notification preferences are set right in both HighLevel and Google Calendar. So, you’re getting reminders about upcoming events like meetings and appointments.
4. Sync Problems
When you encounter problems with the syncing, try detaching Google Calendar and attaching it again. That is usually enough to rectify any temporary errors related to the sync.
Real-World Cases of Smooth Integration
Many companies have maximally leveraged the HighLevel integration with Google Meet for streamlined scheduling and increased productivity in the running of their businesses. Some of these include:
1. A Marketing Agency
A marketing agency synchronized Google Meet with HighLevel to help schedule client meetings. They decreased the no-show rate by 40% through auto-reminders and follow-through on appointments using the integration. The results involved efficiency in scheduling coupled with improved client satisfaction.
2. A Coaching Business
He utilized this integration to manage his sessions with clients. He could synchronize his calendar and arrange all appointments easily. His automated reminders encouraged clients to remember their sessions, leading to higher engagement and retention.
3. A Real Estate Company
A property firm used the Google Meet integration in HighLevel to view properties and consult with clients. Generating Google Meet links automatically allowed easy client access to virtual meetings, enhancing the overall client experience.
Conclusion
A powerful feature in HighLevel, inbound call routing can significantly enhance customer service and streamline business communications. When the system is understood and implemented using best practices, companies can provide adequate management of incoming calls and ensure better customer satisfaction and, hence, improved productivity.
Complementing these robust capabilities, HighLevel also comes fitted with an inbound call routing system that will be an asset for any business looking to improve its communication processes. This feature will benefit organizations by providing better experiences for their customers and helping them optimize their internal operations.
FAQs
How Does HighLevel Decide On Which Path To Send The Incoming Call?
HighLevel routes incoming calls based on a priority system. First, it checks whether the incoming number is assigned to a specific user. If so, it’s straight to that user. If not, it checks if the caller is a known contact assigned to any user. If neither condition applies, look for forwarding numbers associated with the incoming number. Finally, if there is no user or forwarding number, it checks business profile settings for a company phone number to route the call.
What Happens If Nobody Can Answer The Call?
The call will be dropped immediately if no user is assigned and no forwarding number is set up. Businesses must ensure that at least one user is assigned to the incoming number or a forwarding number is set up for this reason.
Can I Send Calls Directly To Voicemail?
In fact, with high proficiency, you can create calls that go directly to voicemail. With this option, you can configure company and individual user voicemail. Of course, you may also use a Google Voice number configured with voicemail as your forwarding number to help drop calls fast if they don’t receive an answer.
