Standard Operating Procedure

AI Voice ReceptionistInbound Calls/Texts Using GHL CRM Business Number

Audience

Implementers, Onboarding Specialists, Technical Team

Purpose

Standardize inbound AI calling & SMS via Business Number in GHL

Version

1.0

1. Objective

This SOP explains how to configure an AI Voice Receptionist that answers all inbound calls and inbound SMS using a business number connected inside GoHighLevel (GHL) CRM.

Once complete, the AI Receptionist will:

Answer inbound calls

Text back callers automatically

Use conversational AI for FAQs

Log all call/sms activity inside the CRM

Trigger workflows

Capture leads

Route to staff when needed

2. Required Access

Ensure the user has:

Admin access to the Sub-Account
Phone System enabled (LC Phone/Twilio)
AI Voice module enabled

3. Setup Steps

Follow these steps to configure your AI Voice Receptionist

Purchase or Assign a Business Number

Path: Settings → Phone Numbers

If number exists

Select the existing business number that will be used by AI.

If number needs to be purchased

• Click Add Number
• Choose: Country
• Local Number (recommended)
• Search by area code
• Click Purchase Number

This number becomes the AI Receptionist's inbound call/text line.

Phone System Settings

Buy Your Number Dialog

Assign Business Number to AI Voice Receptionist

Path: AI → Voice → AI Receptionist Setup

Configuration Steps:

1.Select AI Voice Receptionist
2.Assign the Business Number purchased in Step 1
3.Turn ON:

Answer Inbound Calls

Handle Inbound SMS

These two toggles activate the AI engine for both calling and texting.

AI Agents List

Agent Details Configuration

Configure AI Personality & System Prompt

Path: AI → Voice → Settings → Personality

1. AI Role

You are the AI receptionist for {{business_name}}. Handle inbound calls professionally, collect details, and route inquiries.

2. Greeting Rules

•Say business name
•Ask how you can help
•Never mention you are an AI unless asked

3. Information to Collect

Caller name

Callback number

Service request

Appointment preference

4. Transfer & Escalation Behavior

•When caller insists, send SMS to a staff member
•Add workflow tags
•Drop voicemail fallback if needed

Bot Settings - Personality Configuration

Configure AI Voice Call Flow Settings

Path: AI → Voice → Call Handling

Greeting

Customize the welcome message

"Thanks for calling {{business_name}}! How can I assist you today?"

Conversation Interruptions

Enable interruption so caller can cut in anytime.

Max Silence

Set AI response time to 1.5–1.8 seconds

Fail-Safe

If AI gets stuck → send SMS apology + notify team.

Configure Inbound SMS AI Handling

Path: AI → SMS → Settings

Turn ON:

Auto-SMS replies

Knowledge-base powered answers

"If AI cannot answer → send fallback reply"

Recommended fallback message:

"I'm checking with the team and will update you shortly."

Conversation AI SMS Settings

Knowledge Base for AI Answers

Optional but recommended

Path: AI → Knowledge Base → Add Source

Add:

Business website

FAQs

Service pages

PDFs

Enable WebCrawler (Very Important)

Add website → click Auto-Crawl Website

AI will automatically index:

→All internal pages
→Pricing
→About us
→Services
→FAQs

The more accurate the KB, the better the AI's call/sms answers.

Knowledge Base Configuration

Build Inbound Call Workflow

Path: Automation → Workflows → Create Workflow

Trigger:

"Inbound Call Answered by AI Receptionist"

Then build logic:

Conditional branches

• If caller wants appointment → Schedule
• If caller asks for pricing → Send SMS template
• If AI failed → Notify team
• If lead is new → Create contact + apply tag

Standard Actions

Create Task

Send SMS

Add to pipeline

Trigger email

Add Note with call transcript

Testing & Validation

Perform 4 specific tests:

Test 1 — Greeting

Call the number → confirm AI answers immediately.

Test 2 — Question Handling

Ask random questions → ensure AI uses KB.

Test 3 — Appointment Request

Say: "I want to book a service" → Confirm workflow triggers.

Test 4 — SMS Test

Send a text → confirm instant AI response.

9. Logging & Monitoring

All activity appears under:

Conversations (SMS)

Calls (Inbound/Outbound logs)

Contact Timelines

AI Transcripts inside contact notes

10. Troubleshooting

Issue	Cause	Fix
AI not answering calls	Number not assigned to AI	Reassign in AI → Voice
SMS not responding	SMS toggle off	Enable in AI → SMS
Wrong answers	KB missing info	Add documents/website crawl
Not routing to workflow	Wrong trigger	Use "Inbound Call Answered by AI Receptionist"

11. Final Notes for Developers

Always QA test after number changes

After uploading KB files, allow 5–10 minutes for indexing

If client has IVR or forwarding, disable it before using AI

Inbound AI only works when assigned to one active number

Avoid duplicate numbers across subaccounts