Route Number Pool Calls to Multiple Users

TL;DR

Number pool calls can now be routed to multiple users, addressing a previous limitation where only a single user could be assigned. This is a small update and likely does not require immediate action for most agencies.

Who this affects

HighLevel has not confirmed who this affects. It likely impacts agencies using number pools for client call routing. Agencies not using number pools for multiple user routing can safely ignore this update.

What changed

Number pool calls can now be routed to multiple users. Previously, number pool calls could only be routed to one user. HighLevel has not confirmed any specific limits or plan gating for this feature. HighLevel has not confirmed the rollout status for this feature.

Where to find it

HighLevel has not published the exact navigation path for this feature yet. It is expected to be found within the settings for number pools, likely under call routing options.

How agencies will use this

Agencies can now set up number pools to ring multiple team members simultaneously or sequentially, improving call answering rates for their clients. For example, an agency managing leads for a real estate client might set up a dedicated number pool for new lead calls. With this update, the agency can configure that number pool to ring all three sales agents on the client's team at once. If the first agent is busy, another agent can pick up, ensuring no lead call goes unanswered. This removes the previous bottleneck of only routing to a single agent, which often led to missed opportunities if that agent was unavailable. This applies to any client needing multiple team members to handle incoming calls from a specific tracked number.

Our take

This is a standard feature enhancement, not a major platform shift. It addresses a specific limitation with number pool routing. While useful for certain client setups, it's not a broadly impactful update for most agencies this week. Expect to see incremental improvements like this as HighLevel continues to refine its core telephony features.