During a call
While you’re connected the bar is your phone: who you’re talking to in the middle, the controls on the right, and a clock in the status pill counting talk time.
What the bar tells you
Section titled “What the bar tells you”A small tile carries the call’s direction — an arrow in for a call that came to you, an arrow out for one you placed. Beside it:
- The name, if GoHighLevel knows this number. Otherwise the number itself.
- Underneath, the number and then the lead source — the vendor this lead came from, if it came from one. That second line reads · On hold while the caller is held, · connecting… before the audio is up, and · In call when there’s no vendor to name.
Reload contact — the circular-arrow button — re-opens this caller’s record in GoHighLevel. Use it if you browsed away mid-call, or if the record was created while you were talking. It’s available through wrap-up too.
The pause button holds the caller: they hear hold music, you hear nothing of them, and the same button becomes Resume.
The button waits for confirmation before it changes, so a short delay after clicking is normal — a held badge over a caller who can still hear you is the one mistake this control must never make.
There isn’t one. Mute on your headset or in your operating system — the bar deliberately doesn’t duplicate a button most agents already have under their thumb.
Transfer and add to call
Section titled “Transfer and add to call”The forward-arrow button opens the transfer panel below the bar. Unlike the other panels it stays open while you work — clicking around GoHighLevel won’t collapse it mid-transfer.
On this call
Section titled “On this call”The top of the panel is the live roster: You, the customer, and anyone you’ve added. Each row shows a status — Ringing, Live, Left or Failed — and a Hold badge if that person is held.
Once there’s a third party on the call, hold moves here: each row gets its own Hold party / Resume party button, because “hold” stops being a single question. Remove party drops someone from the call; the rest keep talking.
Two buttons apply to the whole call:
- Leave call — you drop off and the others keep talking. This is how you finish a warm transfer.
- End for all — hangs up on everybody.
Reaching someone
Section titled “Reaching someone”Three tabs, three ways to reach the person you want.
| Tab | What’s in it |
|---|---|
| Keypad | Type any number |
| Team | Your teammates, with their current status |
| Presets | Destinations your admin set up |
Each of them offers the same two choices, and the difference matters:
- Add (or Add to call on the keypad) is a warm transfer. Everyone else is put on hold while you talk privately to the person you added. Introduce the call, then press Leave call to hand it over, or resume the customer to bring everyone together.
- Transfer (or Blind transfer) is cold. The customer goes to that number and you drop off immediately, with no introduction.
On the Team tab each teammate shows Ready, Paused, Wrap-up or On a call; anyone on a call is marked Busy and can’t be picked. If nobody’s online you’ll see No teammates online.
Presets are managed by your admin — an empty tab says No presets — add them in Admin → Transfers. See Transfers.
If you try to add a second person while the first is still ringing, the panel warns you first: Someone is still ringing — wait for them, or remove them, before adding anyone else.
The keypad
Section titled “The keypad”The keypad tab does two different jobs, and the line under the number box tells you which one is live:
- Keys play down the line — every key you press is heard by the other end. This is how you work a phone menu (“press 1 for sales”) or send an extension.
- Typing a number — click away from the box to dial the call instead — you’re composing a number in the box, so keys type instead of playing.
Click into the box to type; click away to go back to sending tones. The arrow button beside the box sends the whole typed string down the line at once.
The billing countdown
Section titled “The billing countdown”On a call from a lead vendor, the direction tile turns into a countdown: 15s, 14s, and so on. It’s telling you how long until this call becomes billable to that vendor. Hover it for the full sentence — Bills to Acme Leads in 12s.
It turns amber in the last fifteen seconds and red at zero, where it holds for a few seconds — the tooltip then reads This call is now billable, naming the vendor — before the direction arrow comes back.
If this lead is obviously not a lead — wrong number, no interest at all — the countdown is your window to end the call before it costs anything. After zero, the money is spent either way, so take your time.
Calls that aren’t vendor calls have no countdown; the tile just keeps its arrow.
Ending the call
Section titled “Ending the call”End Call, the red button. The call ends and you go straight into wrap-up.