Smarter Local Presence Dialing Expands Global Reach and Control

TL;DR

Go HighLevel has updated local presence dialing. It now supports more countries, ensures consistent caller ID, and works across all dialing paths. Agencies using outbound calling should review their settings.

Who this affects

This update affects any agency or SaaS entrepreneur using Go HighLevel for outbound calling, particularly those operating in the US, Canada, UK, or Australia. It also impacts those making repeat calls to the same contact, as well as agencies wanting more control over specific outbound numbers. HighLevel has not confirmed if there are any specific plan levels or sub-account setups that this update does not affect.

What changed

Go HighLevel has rolled out significant enhancements to its local presence dialing feature. Here's a breakdown of the changes:

• Location-based matching is now active in the US, Canada, UK, and Australia. This matching uses postal code distance calculations.
• Contacts will consistently see the exact same number on repeat call attempts, improving pickup rates.
• Local presence functionality now extends to every dialing path, including the web dialer and desk phones.
• Agencies can mark up to 50 numbers per sub-account as reserved. This prevents these specific numbers from being automatically selected by the local presence system.
• The system now cycles through an optimized priority hierarchy for calls. It starts with the lead's zipcode, then moves to the area code, then an overlay code, then the nearest available distance, then the same region, and finally the account default.
• Outbound calls are never delayed or blocked due to this system. If a local match is unavailable, or if lead data is missing, the system defaults to routing the call using the account's default number.

HighLevel has not confirmed any specific limits or plan gating for this feature beyond the 50 reserved numbers per sub-account. HighLevel has not confirmed the rollout status of this feature.

Where to find it

Agencies can access these new settings within their Go HighLevel accounts by navigating to Settings > Phone System > Voice > Other Settings > Outbound calls > Local presence dialing.

How agencies will use this

An agency running lead generation campaigns across multiple regions can now leverage this more robust local presence dialing. For example, consider an agency managing a sub-account for a client with sales teams in both Sydney, Australia, and Toronto, Canada. Previously, ensuring consistent local numbers for each region could be challenging or less effective. With this update, the agency can configure the local presence dialing settings within the client's sub-account. When a sales agent in Toronto calls a lead in Vancouver, the system will prioritize using a local Vancouver number based on the lead's postal code. If that same agent calls the lead again an hour later, the lead will see the exact same local Vancouver number, increasing familiarity and trust. The agency can also reserve up to 50 specific numbers in that sub-account for dedicated campaigns or VIP contacts, ensuring they are not used for general local presence. This means outbound calls from the web dialer or physical desk phones will all adhere to the same intelligent routing, improving contact rates and brand perception for the client.

Our take

This is a major update for any agency doing volume outbound calling. The expanded country support, consistent caller ID, and improved dialing logic directly address common pain points in contact rates. The ability to reserve specific numbers also provides practical control for agencies managing varied client campaigns. HighLevel has not confirmed the reason for this feature's significance.