Let me guess,you built an IVR in HighLevel. It’s working. Kinda. Sometimes.
But then… BOOM. Calls are dropping. Customers are frustrated. Your client’s blowing up your Slack.
Yeah, I’ve been there.
IVR (Interactive Voice Response) is one of those “set it and forget it” features, until it breaks.
And when it breaks, it’s usually not obvious why. So today, I want to walk you through exactly how I troubleshoot these issues, what sneaky settings might be sabotaging your setup, and how you can actually make your call workflows rock-solid.
First Thing to Know: It’s Usually Not HighLevel’s Fault
HighLevel’s voice system runs on top of Twilio (or LeadConnector, which uses Twilio under the hood). So when something fails, like a caller getting hung up on, it’s often a config issue in Twilio itself, not your HighLevel build.
Here’s how I know 👇
My 3-Step IVR Fix-It Checklist
When someone says their IVR is broken, I always check these three things first:
1. Regional Restrictions Are WILD 🗺️
If you’re running international numbers (like a client in New Zealand calling a U.S. 800 number), you might hit some invisible Twilio barriers.
✅ Fix: Use U.S.-based toll-free numbers for global accessibility, or configure Twilio to allow the correct call regions.
2. Timeout Settings Are Way Too Short ⏳
Most people forget that the timeout between IVR options and fallback flows matters a lot. If someone’s slow to respond, or the call quality dips, they might never reach the next step.
✅ Fix: Add generous timeouts and fallback conditions to catch dropped responses gracefully.
3. Your IVR Is Too Smart (No, Really) 🤖
I’ve seen folks try to build multi-layered, branching IVRs with a dozen conditions. Cool idea… but not always reliable natively.
✅ Fix: For advanced routing or AI-enhanced voice menus, I use tools like VAPI.ai alongside HighLevel to keep things stable and scalable.
Bonus Tip: Use Transcripts Like a Detective
If you’re not already using “note added” triggers to save transcripts of every call, start now.
It’s how I dig into the actual user experience and see where the call dropped off. It’s like a black box for your IVR.
🕵️ Pro move: Review transcripts weekly to catch bugs before clients do.
What This Means for Your Agency
If your business (or your clients’) depends on answering calls, dropped IVRs = lost revenue. That’s it.
And while HighLevel gives you a TON of flexibility, the magic is in the fine-tuning.
Whether you’re tweaking a timeout, choosing the right number format, or bolting on a smarter voice agent, getting this stuff dialed in sets you apart.
Want more game-changing tools, smart workflows, and HighLevel fixes that actually work?
👉 Visit gohighlevele.com and let’s build cooler stuff, faster.
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