Taking calls

Campaign calls come to you — you never dial them. This page is the loop you’ll run all day: join, go Ready, take the call, wrap up, repeat.

Joining a campaign

Click Select campaign in the middle of the bar and pick one. The pill shows CONNECTING… for a couple of seconds while your phone line is set up, then settles on PAUSED.

That’s on purpose. Joining puts you in the campaign but not in the queue, so you get a moment to put your headset on before anyone is handed to you.

If the line can’t be set up, a red Could not connect strip appears under the bar with the reason. See Troubleshooting.

Going Ready

Press Go Ready. The pill goes CONNECTING… while your line is proven, then READY in green.

From this moment the campaign can hand you a call at any time. The number beside the pill tells you how many callers are already holding for you.

When a call lands

There is no ringing and no Answer button. The call is bridged straight into your headset — so the sequence is:

1. The pill flips to ON CALL and the clock starts counting talk time.
2. The middle of the bar becomes the caller — their name if GoHighLevel knows them, otherwise their number — with the number and lead source underneath.
3. GoHighLevel navigates to that contact’s record behind the bar, so their history is in front of you.
4. A short beep in your ear, a second or two later. That beep is the moment two-way audio exists: start talking.

The beep is your cue, not the pill

The bar can show ON CALL a second or two before the audio is actually live. Wait for the beep before you speak, or the customer misses your first words.

Everything you can do from here — hold, transfer, the billing countdown — is on During a call.

Calls you accept yourself

Some calls ring instead of connecting: a call to your own number, or a teammate transferring one to you while you’re Paused or idle. You get a ringing tone and an Incoming call card in the top-right corner of GoHighLevel, showing who’s calling, their number, and Last: their most recent outcome, with Accept and Decline.

Click the name on the card to open that contact in GoHighLevel before you decide.

Decline doesn’t just hang up on them. A call to your own number goes straight to the no-answer fallback your admin set on that number — voicemail, a transfer, or a campaign’s queue. A teammate’s hand-off is different: declining it simply fails the transfer, and the caller stays with the teammate who tried to pass them over.

Call waiting

If a second call arrives while you’re busy, you get two soft beeps and an amber Call waiting strip under the bar: who’s waiting, and Decline. There’s no Accept, deliberately — taking it would drop the customer you’re already talking to.

Click the waiting caller’s name to open their record in GoHighLevel while you finish.

The strip stays up through the rest of your call and your wrap-up. When you’re free it resolves itself: if you land back on Ready, that call connects automatically; if you land on Paused, it becomes an Incoming call card for you to accept.

Pausing

Pause takes you out of the pool. Nobody new is handed to you, but you stay in the campaign, so Go Ready puts you straight back.

Sitting on Paused is capped at 10 minutes

Your phone line is held open while you’re paused, so being paused has a hard limit. A fresh ten-minute clock starts every time you land on PAUSED — joining a campaign, pressing Pause, or saving a call with Pause after saving. Run it out and the dialer shuts itself down: you’re taken out of the campaign and the bar closes, as if you’d pressed Exit dialer. Open it again from the sidebar, join, and go Ready.

So don’t join a campaign and then wander off — and for anything longer than a coffee, use Leave campaign rather than Pause.

Two things can pause you without you asking:

• Your headset or connection failing. The dialer pauses you rather than letting the campaign hand a customer to a dead line, and puts you back on Ready once it recovers.
• If that automatic recovery fails, you’ll see Couldn’t go Ready again — tap Go Ready to retry. Do exactly that.

Leaving a campaign

Leave campaign — the exit-arrow icon — takes you out and back to IDLE, ready to pick a different campaign.

It only appears while you’re Paused. A Ready agent can be handed a live customer between the click and the request arriving, so pausing first isn’t an extra step: it’s what makes leaving safe.