Fix: Incoming SMS Not Forwarding in GoHighLevel Conversations

To ensure incoming SMS messages are forwarded from GoHighLevel Conversations, create a new workflow triggered by 'Customer Replied' via SMS. Set up an 'Internal Notification' action to send the message body to your desired forwarding number. This process typically takes about 5-7 minutes.

• ✓Always test your SMS forwarding workflow after creation to confirm messages are delivered correctly.
• ✓Use custom values like 'Message Body' and 'Contact First Name' to make forwarded notifications informative.
• ✓Be aware that sending internal SMS notifications incurs standard SMS charges per message.
• ✓Regularly review your workflow settings to ensure they align with your current communication needs.
• ✓Prioritize using the 'Customer Replied' trigger with 'Reply Channel: SMS' for precise control over incoming SMS forwarding.

Why Isn't My Incoming SMS Forwarding in GoHighLevel?

GoHighLevel's Conversations tab is excellent for managing client communication. However, you might notice that while incoming SMS messages appear there, they aren't automatically forwarded to your designated number. This typically happens because a specific workflow for SMS forwarding hasn't been configured. Without an active workflow, GoHighLevel doesn't know where to send these replies outside of the platform. This guide helps you set up a robust system to ensure you never miss an important customer text.

How to Create a New Workflow for SMS Forwarding

The foundation of fixing this issue lies in creating a dedicated workflow. This workflow will listen for incoming SMS replies and then take a specific action: forwarding that message to your desired number. Starting a new workflow ensures a clean slate and dedicated functionality for this crucial task.

1

Access the Automation Section — From your GoHighLevel dashboard, click on Automation in the left-hand menu. This is where you manage all your automated processes.

2

Navigate to Workflows — Within the Automation section, select Workflows to view your existing workflows or create new ones. This central hub controls how your system reacts to various events.

3

Initiate New Workflow Creation — Click the Create Workflow button, usually found in the top right corner. This action begins the process of building your custom automation.

4

Start from Scratch — Choose Start from Scratch from the template options. Then, click Create New Workflow to confirm your selection, providing a blank canvas for your specific forwarding logic.

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Setting Up the Workflow Trigger for Incoming SMS

The trigger is the 'event' that starts your workflow. For forwarding incoming SMS, the most accurate trigger is when a customer replies. This ensures the workflow only activates when a new message is received from a contact via text.

1

Add a New Workflow Trigger — Inside your new workflow, click Add New Workflow Trigger. This opens the menu where you select what event will start your automation.

2

Select 'Customer Replied' — From the list of available triggers, choose Customer Replied. This trigger is specifically designed to detect responses from your contacts.

3

Apply Filters for SMS Channel — Click Add Filters to refine when this trigger should activate. Filtering is crucial to ensure only SMS replies trigger this specific workflow.

4

Choose 'Reply Channel' — In the filter options, select Reply Channel. This filter allows you to specify the communication method used by the customer.

5

Specify 'SMS' as the Channel — From the 'Reply Channel' dropdown, choose SMS. This ensures the workflow only runs when a customer replies specifically via text message, ignoring emails or other channels.

6

Save the Workflow Trigger — Click Save Trigger to apply these settings. Your workflow is now configured to start whenever a customer sends an SMS reply.

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Configuring the 'Send Internal Notification' Action

Once the workflow is triggered by an incoming SMS, the next step is to define the action: sending an internal notification. This notification will contain the customer's message and be sent to your forwarding number, effectively bridging the gap between GoHighLevel Conversations and your external device.

1

Add a Workflow Action — Beneath your saved trigger, click the ' + ' icon or Please select action to add a new step. This opens the action menu for your workflow.

2

Select 'Send Internal Notification' — From the list of actions, choose Send Internal Notification. This action allows you to send alerts or messages to internal team members or specific numbers.

3

Set Notification Type to SMS — In the 'Send Internal Notification' settings, select SMS as the 'Notification Type'. This ensures the forwarded message arrives as a text.

4

Enter Forwarding Number — In the 'Send To' field, enter the exact phone number you want the incoming SMS messages forwarded to. Ensure this number is correct to avoid missed messages.

5

Compose the Notification Message — In the 'Message' body, type a descriptive prefix like 'New SMS from: ' to identify the message source. This helps you recognize forwarded texts easily.

6

Add Contact's First Name — Click the Custom Values icon (often a tag symbol) next to the message body. Navigate to Contact → First Name to automatically include the sender's first name.

7

Include the Original Message Body — Again, click the Custom Values icon. Navigate to Message → Message Body to insert the full content of the customer's original SMS. This ensures the complete message is forwarded.

8

Save the Action — Click Save Action to finalize the internal notification setup. Your workflow now knows what to do with incoming SMS messages.

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Activating Your SMS Forwarding Workflow

After meticulously setting up your trigger and action, the final crucial step is to activate the workflow. Until it's published, it remains inactive and won't forward any messages. Make sure to review everything one last time before making it live.

1

Set Workflow to 'Active' — In the top right corner of the workflow builder, locate the toggle switch labeled Draft or Inactive. Click it to change its status to Active.

2

Publish the Workflow — Click the Save or Publish button to confirm your changes and make the workflow live. Once published, it will immediately start forwarding incoming SMS messages.

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Troubleshooting Common Issues

Common Mistakes to Avoid

• →Forgetting to set the workflow to 'Active' after building it.
• →Not adding the 'Reply Channel is SMS' filter, leading to forwarding non-SMS replies.
• →Typing the forwarding phone number incorrectly in the 'Send To' field.
• →Failing to include the 'Message Body' custom value, resulting in empty forwarded messages.
• →Not testing the workflow with a real incoming SMS after setup and activation.

Frequently Asked Questions

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