Custom Menu Links: put your own tools inside every client's account
Add a link to the sub-account sidebar so clients reach your SOPs, a Loom library or a support form without leaving GoHighLevel.
GHL Nugget
Set Guardrails on Your Voice AI Agent Before It Takes Calls
Before you let Voice AI answer real calls, define what it should never say and when it should hand off to a human.
Voice AI Agent in GoHighLevel lets you build a phone agent that answers, qualifies and books, but it will improvise if you do not tell it where the lines are. The Guardrails section of the agent setup is where you list topics it should not discuss, promises it should never make, and conditions that trigger a transfer to a live person.
This matters because a caller asking about pricing exceptions, refunds, or a medical or legal question needs a human, not a confident guess. Without guardrails, the agent answers everything it can generate a response for, which is not the same as answering everything correctly. A short list of prohibited topics and a clear escalation rule protects your business from the agent overpromising on a recorded call.
The caveat: guardrails only work if you also test them. Call the agent yourself, ask the questions you are worried about, and confirm it either declines or transfers instead of guessing. Update the list as new edge cases show up from real calls, since the first version rarely covers everything.
How to use it
- Open AI Agents > Voice AI Agent for the number in question
- Go to the Guardrails tab in the agent configuration
- Add topics or requests the agent should not answer directly
- Set a transfer condition for calls that hit those topics
- Call the number yourself and test each guardrail before going live
Who it helps
Service businesses and agencies deploying Voice AI for after-hours or overflow call answering.
Get the next one by email
The newsletter: one short GoHighLevel tip a day or seven every Monday, plus new articles as they publish. Written by a certified admin, not scraped from release notes.
More nuggets
Internal Notification Actions: Alert Staff the Moment a Lead Comes In
An Internal Notification action inside any workflow can text or email your team the moment a lead needs attention, with no extra app required.
Set a Time Window So Workflows Never Text Outside Quiet Hours
A workflow setting called Time Window lets you cap the hours and days a workflow is allowed to send, so late-night texts stop happening automatically.
Want this built in your account?
Book a 30-minute call. We look at your GoHighLevel account live and tell you what we would fix first and what it would cost.
No pitch deck. We look at your current setup and tell you what we would do and what it would cost.Need more than GoHighLevel? Yotomations, our parent company, also builds AI agents, custom software and websites.