Flexible Outbound Calling for Voice AI Framework

TL;DR

HighLevel released a Flexible Outbound Calling Framework for Voice AI. This update allows agencies to manage compliance and consent using their own systems and build outbound AI calling workflows. Read this briefing if you plan to use Voice AI for outbound calls.

Who this affects

This affects agencies and SaaS entrepreneurs who want to use Voice AI for outbound calling. It allows them to integrate their own compliance and consent processes. HighLevel has not confirmed who specifically is affected, nor any plan level or sub-account setup details.

What changed

HighLevel introduced a Flexible Outbound Calling Framework for Voice AI. This framework allows businesses to manage compliance and consent using their own CRMs and internal lead sources. Users can now enable outbound Voice AI calling within their sub-accounts. The update also allows users to update disclosure language across sub-account products. Automated outbound calling workflows can be built in the workflow builder. Users can also review compliance checklists and call reporting metrics. HighLevel has not confirmed any limits, plan gating, or the rollout status of this feature.

Where to find it

This feature is located under 'Automations' within the product. While HighLevel has not published a precise navigation path, it will likely involve configuring settings related to Voice AI and building workflows to execute outbound calls.

How agencies will use this

An agency can leverage this framework to manage outbound Voice AI campaigns for clients. For example, a client specializing in lead generation might have an existing CRM where they track lead consent. The agency can integrate this CRM with HighLevel's workflow builder. When a new lead is added to the client's CRM with explicit consent for outreach, a trigger in HighLevel can initiate an outbound Voice AI call. The agency can build a workflow that pulls the lead's information, ensures the necessary disclosure language is applied, and then uses Voice AI to make the initial contact. Subsequent actions in the workflow could be conditional based on the Voice AI interaction outcomes, such as scheduling a follow-up call with a human agent or sending an SMS. The agency can then use the compliance checklists and call reporting metrics to demonstrate adherence to regulations.

Our take

This is a major update for agencies looking to deploy Voice AI in outbound scenarios, especially those with strict compliance requirements. It addresses a key concern by enabling custom compliance management. For agencies not utilizing Voice AI for outbound communication, this update is not immediately relevant. However, for those using or planning to use Voice AI for proactive outreach, this framework is essential for managing risk and integrating with existing client processes.