GHL Call Recording & Transcript Configuration

Table of Contents:

Referral Partner Marketing Program

This SOP ensures that all outbound and inbound calls inside each client Sub-Account are properly recorded, transcribed, and labeled under the correct company name.

This supports quality control, training, and client reporting requirements outlined in the Referral Partner Marketing Program SOP and aligns with the Sub-Account standardization discussed in the GHL Sub-Account Setup call.

OBJECTIVE

1. Ensure call recording is enabled for every client Sub-Account

2. Ensure proper recording disclosure message is configured

3. Ensure transcripts are accessible inside contact records

4. Prevent calls from routing incorrectly

5. Maintain compliance and quality assurance standards

WHO THIS APPLIES TO

1. SDRs

2. Account Managers

3. Operations

4. Any team member placing calls from a client Sub-Account

SECTION 1: ENABLE CALL RECORDING IN GHL

Step 1: Navigate to Correct Sub-Account

1. Log into GoHighLevel

2. Click the location switcher in the top left

3. Select the appropriate client Sub-Account

Do NOT perform this in the master Restoration Inbound account.

Step 2: Go to Phone Settings

1. Click Settings

2. Click Phone System

3. Locate the phone number assigned to the Sub-Account

4. Click the three dots to the left of the phone number

5. Click Edit Configuration

Step 3: Enable Recording

1. Find the Call Recording toggle

2. Turn ON call recording

3. Check the Call Recording Message Box

4. *Only for Clients in States below: Add “Thank you for calling [Company Name]. This call will be recorded for quality purposes.”

5. Save changes

Call Recording Message is currently ONLY required if the Client is located in one of the following states (otherwise leave “Call recording message” unchecked):

1. California

2. Connecticut

3. Delaware

4. Florida

5. Illinois

6. Maryland

7. Massachusetts

8. Montana

9. Nevada

10. New Hampshire

11. Pennsylvania

12. Washington

SECTION 2: VERIFY RECORDINGS & TRANSCRIPTS

After enabling:

1. Place a test call from the Sub-Account

2. Navigate to Contacts

3. Open the contact record

4. Confirm:

• Recording file appears

• Playback works

• Transcript appears

If transcript does not appear:

1. Verify the Sub-Account call transcription is checked

2. Verify recording was enabled before the test call

3. Refresh contact record screen

SECTION 3: PREVENT INCORRECT BRAND DISPLAY

Issue:

• Calls and texts were appearing as “Spam Likely” or “Restoration Inbound” instead of client name.

Fix:

Inside each Sub-Account:

• Go to Settings → Business Profile

Confirm:

1. Business Name matches official legal name

2. EIN-backed verified name matches

3. Ensure A2P registration is submitted under correct business entity

4. Confirm CNAM and SHAKEN/STIR are configured per number

5. If CNAM and SHAKEN/STIR aren’t configured, then post in client’s discord channel “{Client} doesn’t have CNAM & SHAKEN/STIR configured, Official Business Name and EIN are needed.” Tag Kyle and Account Manager in this message.

All SMS and outbound caller ID must reflect the client’s name, not the parent agency.

SECTION 4: ROUTING ISSUE TROUBLESHOOTING

If outbound calls route back to Vlad’s number or another unintended phone:

1. Go to Settings → Phone System → Number Configuration → Calls Go To → (Select Team Member)

2. If Team member isn’t showing in list, go to Agency Level → search team member name → click “edit” →

2. Verify:

• No forwarding rule exists to master account

• No default failover number is set to agency line

3. Check:

• Assigned user routing

• Missed call routing settings

• Run test call and confirm behavior

4. If issue persists:

• Capture screenshot of contact

• Provide call timestamp

• Provide dialed number

• Escalate to Kyle

SECTION 5: STANDARDIZATION REQUIREMENT

Every Referral Client Sub-Account must include:

1. Dedicated local area code number

2. Call recording enabled

3. Recording disclosure message configured

4. Proper CNAM

5. A2P registered

6. Verified EIN and legal name

7. Transcript visibility confirmed

Client outreach will be inhibited until this checklist is complete.

SECTION 6: QUALITY CONTROL CHECK

Account Manager must verify:

• 1 test call recorded and stored

• 1 transcript visible

• Correct branding displayed

• Routing validated

• Number purchased matches approved area code

Document completion in internal tracking sheet.

ESCALATION PROCESS

If recording fails:

1. Confirm Sub-Account selected

2. Confirm recording toggle enabled

3. Confirm call placed after configuration

4. Re-test

5. Escalate to Kyle with:

6. Sub-Account name

7. Phone number

8. Screenshot of settings

9. Contact link

Escalation Template Message for Discord: (Below)

Kyle I’m having trouble with {Subaccount Name} - {phone number} - Issue: {ie calls not being recorded}

SUMMARY

This SOP ensures:

1. Every call is recorded

2. Every call is properly branded

3. Every client Sub-Account operates independently

4. SDR workflow remains clean across 5–6 accounts

5. Reporting and payout validation remain accurate

6. This supports scalable execution of the Referral Partner Marketing Program and ensures clean fulfillment infrastructure per client .

If followed consistently, this eliminates:

1. Misbranding

2. Missing recordings

3. Compliance gaps

4. Cross-account confusion

5. Routing errors

Take Quiz Here after reading this SOP to help Kyle identify training gaps