Issue
This guide helps you manage inbound calls with Go High Level (GHL). It explains how the integration between GHL and Twilio works, how to identify if an issue is related to GHL or Twilio, and what to do if you're experiencing unexpected behavior such as dropped calls, rejected calls, or “not in service” messages.
When a Twilio phone number receives an inbound call, Twilio checks how the number is configured to handle that call. If the number is set to forward calls to a webhook, Twilio sends an HTTP POST request to that URL. In the case of a Go High Level integration, that webhook is typically:
https://services.leadconnectorhq.com/phone-system/voice-call/inbound
This webhook is managed by GHL and is responsible for returning instructions (in the form of TwiML) that tell Twilio what to do with the call.
Product
Programmable Voice
Environment
legacy Twilio Console
Cause
If you're experiencing unexpected call behavior on a Twilio number integrated with Go High Level, use the following guide to help determine where the issue is coming from:
| Symptom | Likely Source | Recommended Action |
|---|---|---|
| Call is immediately rejected or disconnected | Go High Level | Contact GHL support to review call handling settings, but feel free to reach out to Twilio to validate as well if the calls are reaching out Platform. |
| Caller hears “number not in service” | Go High Level | GHL is returning this message via TwiML. it's can also probably be a carrier issue, but recommended check with GHL support first. |
| No response or timeout from webhook | Go High Level | GHL server may be unresponsive; contact their support. |
| Receiving 4XX or 5XX response from webhook | Go High Level | GHL server is not responding properly to Twilio requests. |
| Webhook is not configured or missing | Go High Level / Customer | Verify webhook settings in GHL's phone system configuration. |
| Call does not appear in Twilio logs at all | Twilio | Contact Twilio Support for carrier routing investigation to ensure no issue in Twilio's carrier network. |
| Twilio Debugger shows error codes (eg, 11200) | Go High Level | GHL is returning inappropriate Twiml, thus errors are created in Twilio. Please Contact GHL Support. |
Resolution
Common Examples of Go High Level Responses
Below are common TwiML responses that Twilio may receive from Go High Level. These directly influence how the call is handled. (Not limited to these only, but the most common):
<Response> <Reject reason="rejected"/> </Response> <Response> <Reject reason="busy"/> </Response> <Response> <Hangup/> </Response> <Response> <Say voice="alice">This number is not in service. Please check with your administrator and call again.</Say> <Hangup/> </Response> <Response> <Say voice="alice">Your call can't be completed as dialed, please check the number and call again.</Say> <Hangup/> </Response> <Response> <Hangup/> <!-- Request failed with status code 400 --> </Response>
If any of these responses are returned to Twilio by Go High Level, Twilio will execute them exactly as instructed. This means that messages like "this number is not in service" or "call can't be completed as dialed" are generated by Go High Level’s configuration, not by Twilio.
How to Check TwiML Logs in Twilio Console
If you're not sure what TwiML Twilio received from Go High Level, you can inspect this in the Twilio Console.
This guide explains how to:
- Navigate to the call record in your Twilio Call Logs.
- Open the specific call SID.
- View the TwiML received in the "Request Inspector" or "TwiML" section.
This is helpful for confirming whether Go High Level returned a <Reject>, <Hangup>, or specific <Say> message.
If you don't have access to Twilio Console, please reach out to GHL support as they will be the first point of contact to fix issue and if anything is required from Twilio, GHL support will reach out to Twilio Support.
Best Practices for Resolution
If you’ve determined that Go High Level is returning TwiML that causes the call to hang up, reject, or play a specific message, we recommend the following:
Contact Go High Level Support
Go High Level is responsible for determining how calls are handled once received by their webhook. If you believe the call should not have been rejected or the message should not have been played, their team can help investigate further.
- Go High Level Support Center.
- Submit a support ticket.
Collaborate with Go High Level and Twilio Together (Optional)
If you're unsure whether the issue lies with Go High Level or Twilio, and you've already been in contact with both support teams, you may consider inviting both parties into the same support thread or email conversation. This often leads to faster resolution and helps reduce confusion between platforms. Here at Twilio we will be more than happy to support you and your use case, and assist you driving your ticket and issue towards resolution avoiding further impact the issue may have in your business operations.
Summary of Responsibilities
| Twilio Can Help With | Go High Level Can Help With |
|---|---|
| Phone number setup and provisioning | Call handling logic and routing configuration |
| API authentication and account settings | Webhook and voice response customization |
| Call delivery or connectivity issues (platform/carrier-related) | Inbound call flow inside the GHL platform |
Additional Information
- When a Twilio number is integrated with GHL, Number's voice configuration is managed directly from GHL interface. Making changes to Twilio number through console would not have any effect if number is integrated with GHL or integrated with any other third party CRM.
- Twilio provides the infrastructure to receive and route phone calls, but does not control the call logic once it's passed to an external webhook like Go High Level.
- For more information on Twilio's support for third-party applications, refer to our help center article about third party support in general: Third Party Application Support guide
If you have confirmed your number is integrated with GHL and are hearing unexpected messages or having calls fail, the most effective path to resolution is to engage Go High Level support directly. Twilio Support is always happy to assist with platform-level diagnostics if needed.