GoHighLevel offers built-in call recording for both LC-Phone and Twilio. You must enable it manually per sub-account, configure a call announcement, and ensure proper settings. It’s available to all users but may require specific steps depending on your phone provider setup.
Section Index
- What Is GoHighLevel Call Recording?
- Benefits and Use Cases
- How to Enable Call Recording (Step-by-Step)
- Troubleshooting: Recording Not Working
- Troubleshooting: Call Playback Not Loading
- Pro Use Tips for Agencies
- Final Takeaway
1. What Is GoHighLevel Call Recording?
GoHighLevel’s call recording feature allows users to record inbound and outbound calls made through LC-Phone or Twilio. Recordings are stored inside the platform for easy access and review.
Key Details:
- Recording is not enabled by default
- You must turn it on per sub-account and per phone number
- Works with both LC-Phone and Twilio setups
- Supported on all GoHighLevel subscription plans
Once active, recorded calls can be used for training, legal documentation, and performance reviews.
2. Benefits and Use Cases
| Use Case | Why It Matters |
|---|---|
| Sales Training | Replay calls to coach team members with real examples |
| Quality Assurance | Monitor rep performance and ensure brand alignment |
| Dispute Protection | Maintain a record of conversations in case of client claims |
| Client Transparency | Provide clarity and accountability on verbal agreements |
Legal Note: Always check local or national call recording laws. In many jurisdictions, you must inform the other party before recording.
3. How to Enable Call Recording (Step-by-Step)
Applies to both LC-Phone and Twilio users.
Step 1: Access the Sub-Account
From your GoHighLevel dashboard, switch to the sub-account where you want to enable recording.
Step 2: Navigate to Phone Settings
Go to Contacts > Phone Numbers and click the edit icon next to the number you want to configure.
Step 3: Enable Recording
Check the box labeled Call Recording.
Step 4: Add Announcement
Enter the recording announcement that will be played to the caller (e.g., “This call may be recorded for quality assurance”).
Step 5: Save Changes
Click the Update button to save and activate recording on that number.
Note: This must be done individually for every phone number where you want recording enabled.
4. Troubleshooting: Recording Not Working
If call recording fails after being enabled, consider these common causes:
1. LC-Phone Without Twilio Connection
If you’re using LC-Phone without Twilio and it’s not recording, contact GoHighLevel support for internal system verification.
2. Using Twilio? Check This:
- Go to Settings > Twilio
- Confirm that Automatically Create Sub-Accounts is enabled
- Ensure each sub-account has its own unique SID
- Do not reuse your master Twilio SID across sub-accounts
3. Australia-Specific Regulation
For sub-accounts based in Australia, ensure each has a verified physical address in GoHighLevel or Twilio. Without this, calls may not record due to regional compliance issues.
If these don’t solve the issue, escalate directly to GoHighLevel support at support@gohighlevel.com.
5. Troubleshooting: Call Playback Not Loading
If calls are being recorded but not playing back, the issue often lies with Twilio encryption settings.
Fixing It:
Step 1: Log into your Twilio dashboard
Step 2: Go to Sub-Accounts, and find the correct SID
Step 3: In GoHighLevel, copy your SID from Settings > Twilio
Step 4: Back in Twilio, navigate to the correct sub-account
Step 5: Under Messaging > Settings > General, check the box to Disable HTTP Auth on Media URLs
Step 6: Click Save
This disables encryption that can block GoHighLevel from accessing the audio file.
Note: If you’re using LC-Phone without Twilio, this setting won’t apply. Contact GoHighLevel directly.
6. Pro Use Tips for Agencies
- Default the feature ON for all new sub-accounts during onboarding
- Include a pre-written announcement script to remain compliant across states
- Periodically review random call recordings for quality and compliance
- Use recordings in client reporting dashboards to show active engagement
- Combine with automation triggers to tag or alert managers after key call events
7. Final Takeaway
GoHighLevel’s call recording feature is a simple but powerful tool for agencies and teams that rely on voice conversations. Whether you’re focused on sales performance, client documentation, or internal training, recorded calls provide accountability and insight.
Next Move:
Audit your active sub-accounts and ensure recording is turned on where needed. If you use LC-Phone or Twilio and haven’t enabled recording yet, you’re leaving a valuable compliance and coaching tool unused. Take five minutes and activate it—your future self will thank you.