General

Modified on Sun, 23 Mar at 11:28 AM

1.Number Intelligence : Number Validation , Spam Detection, and Unknown Caller:

The Number Intelligence feature is designed to help sub-account users save time and money. This article explains how the feature works, the benefits, and how you can manage it to fit your business needs.

What Is Number Intelligence

Number Intelligence is a bundle of functions that clarify details about how phone calls and SMS are expected to work:

Spam Detection: detects and flags risky incoming calls from unknown USA numbers. If flagged, calls are tagged as “Spam Likely” in call logs and conversations. This information can be used in automations and by your team to improve operations.
Name Lookup: fetches the name of unknown USA callers. With the caller name the CRM will have complete records and your team can personalize call handling.
Number Validation: verifies the validity of a number worldwide before sending the first SMS to ensure deliverability. Validation is only performed when an SMS is queued before sending, not during Contact Import/Creation. If the number is identified as a landline number, we will not send even the first message to the carriers.

Benefits of Number Intelligence

Reduce wasted time because your team won't respond to spam calls.
Increase call answer rates by redirecting your team's attention from spam calls to real calls.
Improve customer satisfaction by greeting incoming leads with their name.
Increase SMS delivery rate and maintain healthy metrics by ensuring messages are only sent to valid numbers.

How to Enable or Disable Number Intelligence

To enable or disable Number Intelligence on the web app, go to Settings > Phone Numbers > Advanced Settings > Number Intelligence. Toggle the switch to enable or disable the feature. When enabled, all three components are activated/deactivated together.

Number Intelligence Pricing

Number Intelligence is charged to the Agency Wallet at these prices. The Subaccount wallet is charged according to the SaaS Rebilling you setup.

Spam Detection: $0.005 per call from unknown U.S. numbers. This checks all incoming calls from unknown USA numbers. "Unknown" means the number is not saved to a contact.
Name Lookup: $0.01 per call from unknown U.S. numbers. This looks up the name for all incoming calls from unknown USA numbers. "Unknown" means the number is not saved to a contact that has a completed name field. So this will trigger when the number is not saved OR when it is a contact but the name field is empty.
Number Validation: $0.005 per validation. This applies to all numbers worldwide and is not charged when the phone number is added to the contact but before the first SMS is sent. If it fails, the SMS is not sent.

Call Handling with Spam Detection

Incoming calls that fail Spam Detection are marked “Spam Likely” on the web dialer when you receive the call and shown with a tag in the Contacts tab for transparency.

FAQs

Q: What happens if I disable Number Intelligence?

When disabled, spam calls, name lookups, and SMS validations will no longer be performed. Calls and SMS will proceed as usual, but spam may not be flagged, names on unknown callers will not show up. SMS delivery rate may reduce because you may end up trying to send SMS to phone numbers incapable of receiving SMS.

Q: Can I customize which features of Number Intelligence are enabled?

As of Dec 5th, 2024, all three features (Spam Detection, Name Lookup, and Number Validation) are activated or deactivated together.

Q: Does this feature work outside USA?

Spam Detection and Name lookup currently applies only to calls from phone numbers from USA. The location of the sub-account or their phone number does not matter. SMS validation works worldwide.

Q: How does the system handle spam calls?

Spam calls are flagged as “Spam Likely” and can still appear in call logs and conversations. You can later add these numbers to an inbound DND list for further blocking.

Q: Will I be notified of spam calls?

Yes, spam calls will appear in your call logs and the Contacts tab, tagged as “Spam Likely.

Frequently Asked Questions

Currently no frequently asked questions. Submit feedback on this article to help is add questions to this section!

5.Call Forwarding to Your HighLevel Phone Number

This guide explains how to set up call forwarding from your personal phone—whether it’s a cell phone or landline—to your HighLevel phone number. This allows you to use HighLevel's Voice AI without changing your existing branded phone number on business cards, websites, or online directories. Follow the step-by-step instructions below based on your phone carrier.

Why Forward Calls Into HighLevel?

Call forwarding allows you to seamlessly connect your personal or business phone number with HighLevel's Voice AI system. By forwarding calls to your HighLevel phone number, you can:

Leverage Voice AI: Enhance customer communication with AI-powered call handling and transcription.
Maintain Your Existing Number: Keep your current phone number visible to customers without needing to update it on marketing materials or directories.
Streamline Operations: Ensure all incoming calls are managed through your HighLevel account for better tracking and management.

How Call Forwarding Works

When call forwarding is enabled, incoming calls to your personal number (cell or landline) will be automatically redirected to your HighLevel phone number. HighLevel then handles the calls using its advanced Voice AI capabilities.

Setting Up Call Forwarding for Major Carriers

Follow the steps below based on your carrier. If you don’t see your carrier, refer to their specific support page for detailed instructions.

Verizon Wireless

There are a few ways to forward calls from your Verizon Wireless phone to your HighLevel phone number:
- To Forward ALL CALLS: dial *72 followed by your HighLevel phone number (e.g., *72 555-555-5555).
- To Forward MISSED CALLS (unanswered calls or calls that receive a busy signal): Dial *71 followed by your HighLevel phone number (e.g., *71 555-555-5555).
Press Call.
Wait for a confirmation tone or message.
To deactivate call forwarding, dial *73.

Learn More at Verizon Wireless Support

AT&T (Mobile)

Dial *21 followed by your HighLevel phone number (e.g., *21 555-555-5555).
Press Call or Send.
Wait for the confirmation tone.
To deactivate, dial #21#.

Learn More at AT&T Wireless Support

AT&T (Business)

Dial *72 on your landline phone and listen for the dial tone.
Enter your HighLevel phone number (e.g., 555-555-5555).
Wait for the confirmation tone. The system will then place a call to the number to which calls will be forwarded. If the forward-to party answers the call, the feature is activated.
To deactivate call forwarding, dial *73.

Learn More at AT&T Business Support

T-Mobile

There are a few ways to forward calls from your T-Mobile phone to your HighLevel phone number:
- To Forward ALL CALLS: dial **21*1 + your HighLevel phone number + # (e.g., **21*1555-555-5555#)
- To Forward MISSED CALLS (unanswered calls or calls that receive a busy signal): Dial **61*1 + your HighLevel phone number + # (e.g., **61*1555-555-5555#).
Press Call.
To deactivate call forwarding, dial ##61# or ##21#, respectively.

Learn More at T-Mobile Support

Xfinity Mobile

There are a few ways to forward calls from your Xfinity Mobile phone to your HighLevel phone number:
- To Forward ALL CALLS: dial *72 followed by your HighLevel phone number (e.g., *72 555-555-5555).
- To Forward MISSED CALLS (unanswered calls or calls that receive a busy signal): Dial *71 followed by your HighLevel phone number (e.g., *71 555-555-5555).
Press Call.
Listen for a confirmation tone.
To turn off call forwarding, dial *73.

Learn More at Xfinity Mobile Support

Spectrum Mobile

There are a few ways to forward calls from your Spectrum Mobile phone to your HighLevel phone number:
- To Forward ALL CALLS: dial *72 followed by your HighLevel phone number (e.g., *72 555-555-5555).
- To Forward MISSED CALLS (unanswered calls or calls that receive a busy signal): Dial *71 followed by your HighLevel phone number (e.g., *71 555-555-5555).
Press Call and wait for the confirmation tone.
To deactivate, dial *73.

Learn More at Spectrum Mobile Support

Other Carriers

If your carrier is not listed above, either reach out to them directly or try the following steps:

To Forward ALL CALLS:
- Dial *72 on your phone and listen for the dial tone.
- Enter your HighLevel phone number (e.g., 555-555-5555).
- Wait for the confirmation tone.
- To deactivate call forwarding, dial *73.
To Forward MISSED CALLS (unanswered calls or calls that receive a busy signal):
- Dial *92 on your phone and listen for the dial tone.
- Enter your HighLevel phone number (e.g., 555-555-5555).
- Wait for the confirmation tone.
- To deactivate call forwarding, dial *93.

Frequently Asked Questions

Q: Can I forward calls from multiple numbers to HighLevel?
Yes, as long as each number supports call forwarding, you can forward multiple numbers to your HighLevel phone number.

Q: Will callers know their calls are being forwarded?
No, call forwarding is seamless, and the caller won’t be notified of the redirection.

Q: Can I still make calls from my personal number after setting up call forwarding?
Yes, call forwarding only affects incoming calls. Outgoing calls from your personal number remain unaffected.

Q: Does call forwarding work internationally?
It depends on your carrier. Contact your carrier to verify if international call forwarding is supported.

6.Understanding Default Preferences for new Subaccount

Overview

When creating new sub-accounts, certain settings are pre-applied to streamline the setup process. These settings ensure that sub-accounts are configured optimally from the start, reducing manual adjustments. However, users can modify them at any time to better suit their operations.

Default Preferences

1. Automatically Link Phone System

✅ Pre-enabled by default
This setting ensures that new sub-accounts are automatically connected to the phone system. It provides instant access to messaging and voice services, eliminating the need for manual setup.

2. Allow Sub-Account Users to Submit A2P Registration if Re-Billing is Disabled

? Optional setting
By default, sub-accounts can only submit A2P (Application-to-Person) registration if re-billing is enabled. Enabling this option allows users to submit A2P registration even when re-billing is disabled.

3. Automatically Enable Number Intelligence

? Optional setting
This feature provides enhanced phone number intelligence by:

Validating numbers before sending the first SMS
Detecting incoming spam calls
Looking up the names of unknown callers before answering

Enabling this setting improves the efficiency and reliability of phone communication.

Messaging Limit

The Messaging Limit applies to all newly created sub-accounts. The selected limit determines the messaging capacity for new sub-accounts, ensuring compliance with usage policies.

Current Limit: Messaging Ramp (default setting)
Users can modify this setting as needed.

Modifying These Settings

Users can adjust these preferences anytime based on their operational requirements. To make changes:

Navigate to Phone Integration > Account Creation
Update the settings based on your needs
Save changes to apply them to new sub-accounts