Call Routing Flow: TXI Fort Worth
1Overview & Scope
This document defines the inbound call routing configuration for the TXI Fort Worth phone numbers provisioned in GoHighLevel. It covers number-to-agent assignment, call priority logic, call recording and transcription behavior, and the advanced call-handling settings that govern how inbound patient calls are answered, recorded, and logged to the CRM conversation timeline.
Two numbers are in scope:
| Number | Friendly Name | Assigned Agent | Status |
|---|---|---|---|
| +1 (833) 762-4817 | Call Routing #2 - Ava | Ava Gaskill | Configured |
| +1 (833) 798-0416 | Not yet named | Pending assignment | Awaiting agent assignment |
Open item: +1 (833) 798-0416 has not yet been assigned to a team member. Per direction from Farhan Hussain, once an agent is assigned, this number is to be configured identically to +1 (833) 762-4817 — same call priority order, same Call Connect and recording settings, same caller-ID display logic. Sections 4–6 of this document apply to both numbers under that assumption.
2Call Flow Summary
- A patient dials one of the two TXI Fort Worth numbers: +1 (833) 762-4817 or +1 (833) 798-0416.
- GHL routes the call per that number's Call Forwarding priority order. Priority 1 is the assigned Team Member — Ava Gaskill on 4817. There is no second live-transfer destination: the External Phone Number slot is left unconfigured, and Voice AI and Business Phone Number routing are explicitly not used.
- All of the agent's connected devices ring simultaneously: Web App, Mobile App, and Phone Number. VoIP Deskphone is not enabled.
- Call Connect is active: when the call is answered, the receiver is prompted to press a key to confirm a human answered. This validates the answer for reporting accuracy and prevents a carrier voicemail pickup from being logged as a completed call.
- If the key-press confirms a live answer, the call proceeds as a normal connected call. Call Recording is enabled for the full duration, with automatic transcription.
- If no device answers within the ring window, and since no External Number, Voice AI, or Business Number fallback is configured, the call falls through to GoHighLevel's default voicemail. This is GHL's native behavior when no further routing destination is set — not a separately configured voicemail box.
- Once the call ends (connected or voicemail), GHL posts the recording, the auto-generated transcript, and the call log entry to the Conversations timeline on the contact/opportunity record.
- Pipeline and opportunity stages update based on call activity (e.g., a new lead created from an inbound call moves from New Lead to Contacted once the first call is logged).
3Call Routing Diagram
or +1 833-798-0416
Rings Web App + Mobile App + Phone Number simultaneously
Call Recording ON, with automatic transcription.
(planned addition — see Section 6)
4Number & Agent Assignment
+1 (833) 762-4817 — Call Routing #2 - Ava
+1 (833) 798-0416
5Configuration Reference (as configured in GHL)
5.1 Basic Details
| Field | Value |
|---|---|
| Friendly Name | Call Routing #2 - Ava |
| Calls Go To | Team Member — Ava Gaskill |
| Device Ring Set | Web App, Mobile App, Phone Number (VoIP Deskphone off) |
| Call Recording | Enabled |
| Call Recording Message | Currently unchecked / no text entered — see Section 6 for planned disclosure text |
5.2 Call Forwarding (Priority Order)
| Destination | Priority | Configured |
|---|---|---|
| IVR | — | Not used |
| Team Member — Ava Gaskill | 1st Priority | Active |
| External Phone Number | 2nd Priority (slot only) | No number entered — unused |
| Voice AI | — | Not used, by design |
| Business Phone Number | — | Not used, by design |
Effective priority is: 1) Team Member (Ava Gaskill) → 2) GHL default voicemail. The External Phone Number slot exists in the GHL interface as the platform's 2nd-priority option but is intentionally left empty. Because no External Number, Voice AI, or Business Number destination is configured, an unanswered call falls through directly to GoHighLevel's built-in voicemail — this is platform default behavior, not a separately configured voicemail flow.
5.3 Advanced Settings
| Setting | Value |
|---|---|
| Call Connect | Enabled — receiver presses a key to confirm human pickup (improves inbound call reporting accuracy) |
| Whisper Message | Disabled |
| Bring Your Own Number (Caller ID) | Not set |
| Phone Number I See When Receiving the Call | Contact's Phone Number (selected) — CRM's Phone Number available as optional alternative |
| Prefer Forwarding Calls To | Phone Number's Owner |
| Connect Me to the Contact (Outbound) | Immediately after they answer |
No configuration screenshot exists for this number yet because no agent has been assigned. Per direction received, once assigned it should be configured to match Sections 5.1–5.3 above exactly, substituting the new agent for Ava Gaskill. This document should be updated with the actual configuration once that assignment is made.
6Call Recording, Transcription & Disclosure
Call Recording is enabled on 4817 and captures full audio for every completed call. GHL automatically generates a transcript that is attached to the recording. Both the audio player and the transcript render directly in the Conversations timeline on the contact record, with a "Full Transcript" expand option and timestamped lines.
Verified in practice: a sample completed call on a TXI Fort Worth contact record shows the recording playback bar, download option, and expandable timestamped transcript rendering correctly in the Conversations window, confirming this feature is functioning as configured.
Planned addition — not yet configured: a verbal call-recording disclosure message. The "Call recording message" checkbox in Basic Details is currently unchecked with no text entered. The approved wording to add is:
"This call may be recorded for quality assurance and training purposes."
To implement: open the number's Basic Details tab → check Call recording message → paste the text above → Save. This applies to both numbers once 0416 is configured.
7Open Items & Optional Settings
| Item | Status | Notes |
|---|---|---|
| +1 (833) 798-0416 agent assignment | Open | No agent assigned yet. Intended to mirror the 4817 configuration once assigned. |
| Call recording disclosure message | Planned | Approved text provided in Section 6; not yet entered in GHL. |
| CRM's Phone Number as caller ID | Optional — not enabled | Currently displays the Contact's Phone Number when a call is received. Switching to CRM's Phone Number would let an agent immediately identify a call as coming from TXI Fort Worth specifically, which is useful given agents handle multiple clinics. Left as-is unless this is explicitly requested. |