REVSET LABS · EXPERT GUIDE·CRM & Contacts
Set Up Company and User Voicemails in GoHighLevel
828 words·3 min read·Updated 28 April 2026·beginner· Quick Answer
To set up company and user voicemails in GoHighLevel, configure call timeout settings in Settings → Team Management or Settings → Phone Numbers, then upload your desired audio file. This process typically takes about 5-10 minutes to complete.
Key Takeaways
- ✓Always set a call timeout number to prevent your forwarding phone's voicemail from answering first.
- ✓Understand the priority order for timeout settings: User settings override Phone Number settings, which override Company settings.
- ✓Enable call recording to ensure all voicemails and call interactions are saved and accessible.
- ✓Optimize your voicemail audio files by converting them to ECONOMY 64kbps MP3 for best compatibility.
- ✓Test your voicemail setup thoroughly after any changes by calling your Twilio number.
Understanding GoHighLevel Voicemail Flow
GoHighLevel allows you to manage voicemails for your entire company and individual users. When a contact calls your assigned Twilio number, GoHighLevel attempts to connect the call to a forwarding number. If the call isn't answered within a set 'timeout' period, GoHighLevel plays a voicemail recording.
This setup ensures your callers always hear your custom message, not your personal phone's voicemail. The key is to properly configure the call timeout to control when your GoHighLevel voicemail activates.
⚠️ The maximum recommended call timeout is 20 seconds. Setting it higher often results in your forwarding number's original voicemail playing instead of your custom GoHighLevel message.
🔥 Pro Tip
Setting a call timeout is the most critical step for custom voicemails. Without it, your forwarding number's voicemail will likely answer before GoHighLevel can play its own.
Step 1: Enable Call Recording for Voicemails
Before setting up your voicemails, ensure call recording is active. This allows you to listen to all incoming voicemails and review call interactions directly within GoHighLevel.
1
Access Call Reporting — Click on Reporting in the left menu, then select Call Reporting. This page displays your call logs.
2
Review Call Recordings — Scroll to the right and click the arrow-down button to expand individual call details. You can also click on a contact's name to listen to recordings within their conversation page.
🔥 Pro Tip
Regularly check your call reporting to monitor call handling and ensure voicemails are being captured correctly.
Step 2: Set Your Call Timeout Number
The call timeout number tells GoHighLevel how long to ring a forwarding number before playing your voicemail. This is crucial for overriding your personal phone's voicemail. GoHighLevel checks for this setting in a specific priority order.
1
Set Timeout at the User Level (Highest Priority) — Go to Settings → Team Management. Select the user you want to configure and click the pencil icon to edit. Find the Call & Voicemail Settings section and enter your desired timeout in seconds.
2
Set Timeout at the Phone Number Level (Second Priority) — Navigate to Settings → Phone Numbers. Locate the specific Twilio number and click its pencil icon to edit. Set the timeout duration for this particular phone number.
3
Set Timeout at the Company Level (Lowest Priority) — Go to Settings → Company. Set a default timeout that applies if no user or phone number specific timeout is defined. This acts as a fallback for all calls.
⚠️ If your forwarding number is in Do Not Disturb (DND) mode or instantly diverts to voicemail, GoHighLevel cannot override it. The call timeout won't apply in such cases.
✅ GoHighLevel prioritizes timeout settings in this order: User > Phone Number > Company. The system uses the first timeout number it finds.
🔥 Pro Tip
Start with a 1-second timeout for testing. If it works, gradually increase it (e.g., 10-15 seconds) to allow more ring time before voicemail, then retest.
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Step 3: Upload Your Voicemail Recording
Once your timeout is set, you need to provide the actual voicemail audio file that GoHighLevel will play. If no custom file is found, a generic message will play instead.
1
Access Business Profile Settings — Go to Settings → Business Profile. Look for a section related to 'Voicemail' or 'Call Settings' where you can upload audio files.
2
Upload Your Voicemail File — Click the upload button and select your pre-recorded voicemail audio file. Ensure the file is in a compatible format (MP3 is recommended).
3
Alternatively, Upload to User Profile — If a user-specific voicemail is desired, navigate to Settings → Team Management. Edit the user and upload the voicemail file in their Call & Voicemail Settings section.
✅ If GoHighLevel finds a timeout but no custom voicemail file, it plays a default message: "We are unable to take your call right now. Please leave a message after the beep."
🔥 Pro Tip
You can have different voicemails for different users or even different phone numbers. Upload the relevant file in the corresponding settings area.
Step 4: Optimize Voicemail Audio Quality
Poor audio quality or incompatible file types can prevent your voicemail from playing correctly. Optimizing your audio file ensures it works seamlessly with GoHighLevel.
1
Go to an Online Audio Converter — Open your web browser and navigate to a free online audio converter, such as online-audio-converter.com.
2
Upload Your Voicemail File — Click the upload button on the converter website and select your voicemail audio file from your computer.
3
Convert to Economy MP3 — Choose MP3 as the output format and select the ECONOMY 64kbps quality setting. This optimizes the file for web playback.
4
Download and Re-upload — Download the converted MP3 file. Then, re-upload this optimized file to your GoHighLevel Business Profile or User Profile settings.
⚠️ Using high-quality or non-MP3 audio files can lead to playback issues. Always convert to ECONOMY 64kbps MP3 for best results.
🔥 Pro Tip
Always test your voicemail after re-uploading an optimized file to ensure the sound quality is clear and it plays as expected.
Step 5: Test Your Voicemail Setup
After configuring all settings, it is essential to test your voicemail to confirm it works as intended. This helps identify and fix any issues before your clients experience them.
1
Call Your Twilio Number — Use a different phone to call the Twilio number you configured. Listen carefully to the ringing and what plays after the timeout.
2
Adjust Timeout if Needed — If your forwarding number's voicemail plays, reduce the call timeout setting. If it rings too briefly, slightly increase the timeout and retest.
3
Verify Voicemail Playback — Ensure your custom voicemail recording plays clearly and at the correct time. Check that the recording appears in your Call Reporting.
🔥 Pro Tip
Test your voicemail from various external phone numbers to ensure consistent performance across different carriers.
Troubleshooting Common Issues
⚠️ My forwarding number's voicemail plays instead of the GoHighLevel voicemail.
Adjust the call timeout in Settings to be less than 20 seconds. Start with 1 second and gradually increase to find the sweet spot before your forwarding number's voicemail answers.
⚠️ My uploaded voicemail sounds bad or doesn't play at all.
Convert your audio file to an ECONOMY 64kbps MP3 using a tool like online-audio-converter.com. Re-upload the optimized file to GoHighLevel.
⚠️ Calls go straight to voicemail without ringing my phone.
Check if your forwarding number is in Do Not Disturb mode or configured to immediately divert calls. Ensure your call timeout is not set too low, preventing rings. If using Google Voice, turn off its 'announce' feature.
⚠️ A generic 'unable to take your call' message plays instead of my custom voicemail.
This means a timeout was detected, but no custom voicemail file was found. Upload your desired voicemail audio file in your Business Profile or relevant User Profile settings.
⚠️ I can't find or listen to call recordings.
Ensure call recording is enabled. Go to Reporting → Call Reporting to view all recordings, or access them directly within a contact's conversation thread.
Common Mistakes to Avoid
- →Not setting a specific call timeout number, relying on the 60-second default.
- →Setting the call timeout too high, allowing the forwarding number's voicemail to answer first.
- →Using incompatible or high-quality audio file formats for voicemail recordings.
- →Forgetting to upload a custom voicemail audio file, leading to the default message.
- →Ignoring the priority order of timeout settings (User > Phone Number > Company) when troubleshooting.
Frequently Asked Questions
QWhat is a call timeout number in GoHighLevel?
A call timeout number in GoHighLevel determines how long your assigned Twilio number will attempt to ring a forwarding phone before diverting the call to voicemail. This setting is crucial for ensuring your custom GoHighLevel voicemail plays instead of your personal phone's voicemail. It's configured in seconds and helps control the call flow.
QWhy does my forwarding number's voicemail keep playing instead of my custom GoHighLevel voicemail?
This usually happens when your call timeout number is set too high. Your forwarding phone's voicemail answers the call before GoHighLevel has a chance to play its custom message. You need to reduce the call timeout (ideally below 20 seconds) to ensure GoHighLevel intercepts the call first.
QWhere should I upload my voicemail audio files in GoHighLevel?
You typically upload voicemail audio files in your **Settings → Business Profile** for a company-wide message. For user-specific voicemails, upload them within the individual user's settings under **Settings → Team Management**, then edit the user and find the **Call & Voicemail Settings**.
QWhat is the maximum recommended call timeout in GoHighLevel?
The maximum recommended call timeout in GoHighLevel is 20 seconds. Setting it higher significantly increases the risk of your forwarding number's native voicemail system activating before GoHighLevel can play your custom recording. For optimal results, aim for a timeout between 10-15 seconds after initial testing.
QHow do I ensure my voicemail audio file is compatible with GoHighLevel?
To ensure compatibility, convert your voicemail audio file to an ECONOMY 64kbps MP3 format. Tools like online-audio-converter.com can help with this. High-quality or non-MP3 files often cause playback issues within the GoHighLevel system, leading to poor sound or no audio at all.
Try GoHighLevel Free
Start your 30-day GoHighLevel free trial
Everything in this guide is in your free trial. 30 days, no credit card — the platform behind 78+ revenue systems.
Some links are affiliate links — if you sign up we may earn a commission, at no extra cost to you. We only recommend GoHighLevel because we build on it every day.
Arsalan Zaffar
Revset Labs · Revenue Systems · 78+ GHL Builds
Arsalan writes GHL guides from real build experience — 78+ systems, $9.2M in client pipeline. Wharton, CXL & Google certified.
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