No incoming call popup

A call should show an Incoming call card with Decline and Answer buttons the moment it rings. If a rep never sees it, work through the checks below before reporting the call to support.

Note: The in-panel Incoming call card and the browser’s own desktop notification are two different things. The card needs the widget or Phone page to be open. The desktop notification needs browser permission and only fires when the tab is not focused.

Check these in order

1. Is Phone Clover installed and set up in this sub-account?

The Marketplace widget is not limited to a fixed pilot list. An agency administrator must install the app for this sub-account, and calling needs an active calling plan with an available slot, a connected Telnyx account and an enabled number.

The widget should appear after installation is confirmed, even before phone setup is complete. If it is missing, open the sidebar Phone Clover page to check installation and sign-in. Ask the agency admin to check for app updates at both agency and sub-account level, then reload HighLevel.

The widget holds the browser call connection. Keep the HighLevel tab open; closing the widget panel is fine, but closing the browser tab disconnects the phone.

2. Was the GHL tab open and this device actually online?

The app pings presence every 30 seconds while a tab is open. A device only rings if it was seen in the last 90 seconds. Close the tab, put the computer to sleep, or lose the connection for longer than that, and this device silently drops out of the ring group. Nothing tells the rep this happened; the call just goes to whoever else is available, or to voicemail.

Fix: keep the HighLevel tab open in the foreground or background (it does not need to be the active tab, just open), and make sure the device stays connected. Reopening the tab brings presence back within moments.

3. Is this rep set to Away?

The status pill next to the phone reads Away when a rep has turned availability off. Away is saved on the server, so it stays set across reloads and even across days until someone turns it back. A rep who toggled Away yesterday and forgot will keep being skipped.

Fix: click the presence toggle. Its label reads “Set available” when Away, and “Set available to receive incoming calls” describes what it does.

4. What is the ring mode set to?

• Everyone at once rings every available rep at the same time.
• Round robin rings one rep for 15 seconds, then moves to the next, for up to 4 turns before falling through to forward or voicemail. A rep outside the current turn will not ring for that call, which is expected, not a fault.

Check Settings, then the Calls tab, then “Incoming calls,” to see which mode is active.

5. Is the call arriving outside business hours?

If business hours are set on the number and the call comes in outside them, no rep rings at all, regardless of who is Available. The call goes straight to forward or voicemail instead.

6. Was the call blocked before it ever rang?

A caller on the block list, or one the SMS/call firewall’s automatic rules caught, gets rejected immediately: no ring, no popup, no missed-call badge, nothing recorded. If a specific number “never rings,” check whether it is on a block list first. See SMS firewall: block and allow lists.

7. Is the browser desktop notification the specific thing missing?

The OS-level notification (separate from the in-panel card) only fires under two conditions:

• Permission was granted. The browser only offers this prompt the first time the phone bubble is clicked. If nobody has ever clicked the bubble once, permission stays unset and the browser notification never appears, even though the in-panel card still works fine.
• The tab is not focused. If the HighLevel tab is the active, focused tab, no desktop notification fires by design, because the in-panel card is already visible.

Fix: click the phone bubble at least once to trigger the browser’s permission prompt, and allow it.

Summary table

Symptom	Likely cause	Where to check
No widget anywhere in GHL	Installation or sign-in has not been confirmed	Check the sidebar app and Marketplace updates with an agency admin
Rang before, stopped ringing on this device	Tab was closed or offline over 90 seconds	Reopen the tab
Never rings, on any device	Set to Away	Presence toggle
Only some calls ring here	Round robin turn, or business hours	Settings → Calls
Specific number never rings	Blocked by the firewall	Settings → More → Spam protection
In-panel card works, no OS popup	Notification permission never granted, or tab is focused	Click the phone bubble once

Related

• SMS firewall: block and allow lists
• Calls not logging to timeline
• Microphone permission