📞 HighLevel Support Portal: How to Log External Calls Using Workflow Actions

In today’s customer-centric world, tracking every conversation matters. Whether you're managing a growing agency or running a high-volume sales team, having a detailed log of external calls can greatly improve communication, accountability, and service quality.

The HighLevel Support Portal gives users the ability to automate external call logging using workflow actions, making it easier to capture call data and streamline CRM records—all without manual input.

This guide walks you through everything: from setting up workflows to managing CRM call records and customizing routing options.

🚀 What Are Workflow Actions in HighLevel?

Workflow actions in HighLevel are automated tasks triggered by predefined events—such as receiving an external call. With just a few settings, these actions can log essential call data into your CRM, trigger notifications, or assign follow-up tasks.

✅ Why Use Workflow Actions to Track Calls?

• Eliminates manual data entry
• Captures time, duration, and source of calls
• Enhances client interaction visibility
• Links call logs to contact profiles for better history tracking

🛠️ How to Set Up a Workflow to Log External Calls

1. Create the Workflow

Go to Automation > Workflows in your HighLevel dashboard and create a new workflow.

2. Choose a Trigger

Select a trigger like:

• Inbound Webhook (for external call logging)
• Call Status (if the call is answered, completed, or missed)

3. Add Actions

Include actions like:

• Create/Update Contact – so every caller is logged
• Add Call Note – attach relevant notes
• Log Call Activity – record time, duration, and direction

4. Test and Publish

Ensure your webhook is working and the call information flows into the CRM accurately.

📱 How to Add and Track Phone Numbers in HighLevel

Adding Numbers for Tracking

Head to Phone Numbers under Settings. Purchase or port a number, and assign it to a workflow or user.

Tracking Calls

Once active, every inbound and outbound call is captured:

• Caller ID
• Call length
• Direction (inbound/outbound)
• Outcome

This data can then be used for analytics, lead scoring, or triggering next steps in your funnel.

📓 Logging External Calls: How It Works

How to Trigger Call Logging

Using the "Log External Call" action, HighLevel allows:

• Automated recording of calls triggered via webhook or contact interaction
• Capturing data across multiple sources (Google Ads, Facebook leads, etc.)

Data Captured in Each Log

• Caller number and contact name (if known)
• Call start and end time
• Call type (manual dial, form-triggered, missed, etc.)
• Attached tags or notes for context

🔁 Custom Call Routing: Smarter Call Flows

Creating Call Routing Logic

Within Phone System Settings, you can configure routing based on:

• Business hours
• Call tags (sales, support, VIP)
• Agent availability
• Lead source (e.g. GMB, ad campaign)

Why It Matters

Smart routing ensures that calls are:

• Answered quickly
• Sent to the right team
• Logged correctly in the CRM

It also improves customer experience and team efficiency.

📊 CRM Call Record Management

Updating Call Records

Access the CRM > Contacts > Activity Log to:

• Edit call records
• Add custom fields (e.g. call purpose, resolution)
• Tag calls for future automation

Best Practices for CRM Call Management

• Match every call to a contact (automate with Create/Update Contact)
• Use tags and smart lists to group calls by outcome
• Set reminders or follow-ups directly from call logs

🎯 Final Tips for Success

• Audit workflows monthly to ensure triggers still match your call flows
• Use tags and notes during or after calls for better CRM visibility
• Integrate with reporting tools to track call volumes, durations, and lead quality
• Train your team on reviewing call records for better customer service and upsell opportunities

✅ Summary

HighLevel's workflow-based call logging system is more than just a call tracker—it's a fully integrated CRM tool that boosts visibility, consistency, and responsiveness. Whether you’re managing dozens or thousands of leads, using workflow actions to log external calls ensures you never miss a critical customer interaction again.