HighLevel Mobile App: Transfer Calls to Staff Devices Without Personal Numbers

TL;DR

Calls can now be transferred from the mobile app to staff members' configured devices without needing a personal phone number for the recipient. No immediate action is required by agency owners or SaaS entrepreneurs for this feature to function.

Who this affects

This primarily affects staff members who handle calls on the Go HighLevel mobile app and need to transfer them to other team members. It also impacts agency owners and SaaS entrepreneurs managing sales or support teams, as it streamlines call routing. HighLevel has not confirmed who is specifically affected by plan level or sub-account setup.

What changed

Go HighLevel has rolled out significant enhancements to call transfer capabilities within its mobile app:

• Calls can now be transferred from the mobile app to staff members without requiring their personal phone number.
• Both outbound and inbound calls can have transfers initiated from the mobile app.
• The mobile app itself can now serve as a destination for transferred calls.
• The system supports both warm and blind transfers directly from the mobile app.
• When a call is transferred, the receiving staff member's device displays information about who initiated the transfer. Specifically, iOS devices show 'Contact Name via Transferring Staff Name', while Android devices show 'Transferred call from Transferring Staff Name'.
• When a transfer is initiated, all configured devices for the receiving staff member—Web App, Mobile App, Phone, and SIP desk phone—will ring simultaneously.
• Staff members who have not configured any devices will appear as disabled in the transfer list, preventing misdirected transfers.

HighLevel has not confirmed any limits, plan gating, or the current rollout status of this feature.

Where to find it

These new call transfer capabilities are integrated directly into the Go HighLevel Mobile App. When on a call within the app, look for the transfer option. Staff members with no configured devices will appear greyed out in the transfer destination list.

How agencies will use this

Consider an agency using HighLevel for a client's customer support. A support agent, Sarah, is on the Go HighLevel mobile app, assisting a customer with a complex technical issue that requires a specialist. Previously, Sarah might have had to ask the customer to call back or relay the information manually. Now, Sarah can initiate a warm transfer from her mobile app to the technical specialist, Mike. She selects Mike from the transfer list. Since Mike has his Web App, mobile app, and office SIP phone configured, all three devices will ring. Mike answers on his Web App, sees the caller's name and that Sarah is transferring the call. Sarah can brief Mike on the issue before dropping off the line, ensuring a smooth handoff and improved customer experience, all without either agent needing to share personal phone numbers.

Our take

This is a major update, directly addressing a common operational challenge for agencies and SaaS businesses that rely on mobile accessibility for their teams. The ability to transfer calls seamlessly between staff devices, without personal numbers, significantly enhances professional call handling and team collaboration on the go. It removes friction from common scenarios like support escalations or sales team handoffs, making the mobile app a more robust communication tool. While HighLevel has not confirmed specific rollout or gating, this feature is a clear win for efficiency.