How to Create a Voice AI Agent in GoHighLevel

Open Voice AI

1. Log in to the right sub-account.
2. Go to AI Agents → Voice AI.
3. The page opens on Dashboard & Logs. Click the Agent List tab.

Start a new agent

1. Click + Create Agent.
2. In the Create Voice AI Agent window, select Create Custom Agent (or Browse Marketplace / Flow Builder).
3. Click Continue. HighLevel creates the agent right away under an automatic name (ours was "My Agent 664") and opens the builder.

Configure the core agent

The full-screen builder keeps the prompt, settings, and test console on one page.

1. Click the pencil next to the agent name at the top and enter a clear name (the help article calls this the Agent Name).
2. Select the Voice.
3. Select the Model and Language.
4. Click the clock icon in the toolbar to set the Timezone.
5. Write or review the prompt. A new custom agent opens with a prefilled template prompt, so read it and replace anything that does not fit your business.
6. Set the Welcome Message for inbound and outbound calls.
7. Choose whether the agent or the caller speaks first, when that option is available (the dropdown under Welcome Message shows AI speaks first here).
8. Set the pause before the agent starts speaking (Pause Before Speaking).
9. Click Save (top right).

Connect a Knowledge Base

1. Open Knowledge Base in the configuration panel.
2. Select the Knowledge Base the agent should use.
3. Add or update the relevant sources, such as business hours, services, pricing, policies, locations, and FAQs.
4. Describe when the agent should search the Knowledge Base.
5. Test common questions and edge cases.

Add actions

A new agent already has an End call action under During the call. After the call starts empty.

1. Open Actions in the configuration panel and click + New Action.
2. Select the action type and give it a clear name.
3. Define the condition that triggers it.
4. Fill in the required destination, workflow, field, calendar, or integration settings.
5. Save the action. Add only the actions the agent's objective needs.

Review call and post-call settings

Advanced settings are hidden by default. At the bottom of the configuration panel, turn on Show advanced settings to reach Call Settings, Agent Behavior, Transcription & Speech, Voice Settings, and System Prompts. The browser remembers your choice.

• Call Settings: call duration, idle reminders, silence handling.
• Agent Behavior: response speed, interruption sensitivity, response style.
• Transcription & Speech: speech recognition, pronunciation, keywords.
• Voice Settings: voice speed, volume, supported audio options.
• Post-Call: notifications, workflows, summaries, follow-up, and whether the AI call summary is saved to the contact's notes. Turning that off only keeps it out of notes; the summary stays in the Voice AI call logs.

Keep defaults that already fit. Change one setting at a time and retest.

Test the agent

1. Save the agent.
2. Use the Test Audio panel on the right of the builder.
3. Under Choose Call Type, pick Web Call (in your browser, no phone number needed) or Phone Call (the full phone experience).
4. Select the available inbound or outbound scenario, start the call (Start Web Call for a web call), and talk to the agent like a real caller.
5. Adjust the prompt, Knowledge Base, actions, or settings, and repeat until behavior is consistent.
6. Review the call history (Call History), transcript, recording, summary, and action results.

Test a common request, a Knowledge Base question, a question it should not answer, an unclear request, each action, a transfer request, silence, an interruption, and the closing.

Deploy to a phone number

1. Switch from Build to the Deploy tab at the top of the builder.
2. In the Phone card, open Numbers & number pool and select an eligible phone number or Number Pool. Buy new number lets you buy one without leaving the Deploy screen, then choose whether to assign it.
3. Under Call Routing, pick Answer calls directly or Use as backup (the screen describes it as "AI agent answers when no one picks up").
4. Under Working hours, select All hours - 24×7 for unrestricted availability or Custom schedule to choose active days and time ranges. Custom schedules can extend through midnight.
5. Optional: in the Widgets card, under Chat widgets, connect an existing chat widget or click Create new widget (the help article calls this the Chat section).
6. Review the number's inbound call flow, forwarding, timeout, voicemail, and fallback, then click Save.