The Phone Dialer Overview
This article explains how the HighLevel Web Dialer works, including how to place calls, choose the outbound number, manage active conversations, configure audio devices, and troubleshoot common issues.
You will learn to use the dialer interface, control call behavior, transfer conversations, navigate IVR menus, and access voicemail from the platform.
What is the Phone Dailer?
The Phone Dialer is a browser-based calling interface that allows users to place and receive calls directly from HighLevel without external phone hardware or apps. Users can search contacts, dial numbers manually, manage active conversations, and access call history from a single interface.
The dialer integrates with HighLevel contacts, workflows, and phone numbers, enabling seamless communication while viewing contact records, notes, and activity history. Calls are logged automatically, and users can configure audio devices, transfer calls, navigate IVR menus, and leave voicemail without switching platforms.
The Web Dialer is accessible from the phone icon in the top navigation bar and works in modern browsers with microphone permissions enabled.
Key Benefits
The Phone Dialer centralizes calling functionality inside HighLevel and eliminates the need for external phone systems or manual call logging.
Core Dialer Features
The Web Dialer provides several capabilities that support efficient call management and workflow integration.
Users can enter a phone number manually or search for contacts by name or phone number. Clicking a contact or number initiates the call immediately without additional steps.
The dialer includes a contact search field that filters contacts in real time as users type. Search results show contact names, phone numbers, and recent activity, making it easy to locate and call the correct contact.
The Recent Calls tab displays a list of all incoming and outgoing calls with timestamps, call duration, and call status. Users can click any recent call to view the associated contact record or redial the number.
When calling a number with an automated menu, users can access the dialpad to send DTMF tones. This allows navigation through IVR menus without external hardware.
Choosing the Number You Call From
The outbound number shown to the recipient depends on the user's assigned phone number, permissions, and available numbers in the sub-account. Understanding the Calling From selection helps users confirm which business number will be used before placing a call.
Users with an assigned number may automatically call from that number depending on their access configuration. Users with broader record access may see a Calling From dropdown and choose from available numbers. If multiple numbers are available, confirm the selected number before calling.
Verified caller IDs may also appear when configured for outbound calling. For detailed logic on how the outbound number is selected, see the Outbound Calls with Dialer in Web App (Softphone) article.
Always confirm the Calling From number before placing a call to ensure the correct business identity is displayed to recipients.
Audio Device Settings
Audio device settings let users control which microphone and speaker the Web Dialer uses for calls. Users can also configure an additional device to ring for inbound calls, which is useful when working with headsets, external speakers, or multiple audio devices.
To configure audio devices:
Open the dialer and click the gear or settings icon.
Choose the main speaker device from the dropdown list.
Optionally select an additional device to ring for inbound calls.
Choose the preferred microphone from the available devices.
Test the speaker and microphone using the built-in testing tools. Verify that the microphone level meter responds to your voice.
Save the audio preferences. These settings are stored locally in the browser and device.
Audio preferences are browser and device specific. Users must configure settings separately for each browser or computer they use. For complete details, see the Audio Device Settings in the Web Dialer article.
Managing the Dialer on Your Screen
The Web Dialer can stay accessible while users work elsewhere in HighLevel. Users can pin it to keep call controls visible, drag it to another part of the screen, or leave it unpinned so it minimizes automatically when working elsewhere in the platform.
A minimized dialer does not end an active call. The call continues in the background, and users can restore the dialer interface at any time by clicking the phone icon. For more details, see the Auto-minimize, Pin & Drag HighLevel Dialer article.
Managing an Active Call
Once a call connects, the dialer provides controls for managing the conversation without leaving HighLevel. These controls allow users to mute audio, place callers on hold, transfer calls, and navigate IVR menus.
Warm Transfer: Places a second call so you can speak with the receiving person before connecting the original caller. Use this when you need to provide context or confirm availability.
Blind Transfer: Immediately sends the caller to the selected destination without a consultation call. Use this when the transfer destination is known and no introduction is needed.
Call Scripts
Call Scripts provide on-demand guidance during calls so agents can follow approved messaging, qualification questions, objection handling, or compliance language without leaving the dialer. Scripts are accessible from the Web Dialer, App Dialer, and LeadConnector mobile app.
Scripts can be created and customized at the sub-account level and assigned to specific users or teams. When a script is active, users can view it during calls to ensure consistent messaging and reduce training time.
For complete instructions on creating and using call scripts, see the How to Create and Use Call Scripts in Web & App Dialers article.
Voicemail
The Web Dialer provides access to voicemail messages left by callers. Users can play voicemail recordings, view transcripts if transcription is enabled, and review voicemail activity from the dialer interface.
Voicemail access depends on user permissions. Users with personal voicemail access can view messages directed to their assigned number. Users with broader permissions may view team or sub-account voicemail queues.
Voicemail messages are logged to the associated contact record automatically, and users can review voicemail history alongside other call activity. Transcript availability depends on transcription configuration at the sub-account level.
Voicemail deletion, download, and advanced management options may be available depending on user permissions. For complete voicemail management instructions, refer to the dedicated voicemail article.
How to Set Up the Phone Dialer
Setting up the Web Dialer requires verifying prerequisites, granting browser permissions, and configuring audio devices. Follow these steps to prepare the dialer for use.
- Confirm the sub-account has an active phone number or configured caller ID.
- Confirm the user has permission to access calling features.
- Allow microphone access in the browser when prompted.
- Connect and select the preferred speaker, headset, and microphone.
- If using browser extensions, VPNs, or restrictive network settings, test without them if the dialer does not connect properly.
Click the phone icon in the top navigation bar to open the Web Dialer.
When prompted, allow microphone access in the browser. This is required for placing and receiving calls.
Click the gear icon in the dialer to open audio settings. Select the main speaker, microphone, and optional additional ring device. Test the speaker and microphone before saving.
Review the Calling From field to confirm which business number will be displayed to recipients. If multiple numbers are available, select the appropriate number from the dropdown.
Use the contact search field to find a contact by name or phone number, or enter a phone number manually in the dialpad.
Place a test call to verify that audio, microphone, and calling functionality work as expected.
The Web Dialer is ready for use. Users can now place calls, receive calls, transfer conversations, and access voicemail from the dialer interface.
Troubleshooting the Phone Dialer
Most dialer problems are caused by browser permissions, audio device configuration, extensions, network interference, or outbound phone settings. Check these items before escalating the issue.
If the dialer fails to connect after checking these items, test in a different browser or on a different network to isolate the issue. For detailed troubleshooting steps, see the Outbound Calls with Dialer in Web App (Softphone) article.
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