Connecting your phone system (GoHighLevel, Rinkel and Voys)

This is a task for the admin. These screens are visible only to the owner of the team.

Connect your phone system so your phone calls come into Converdo automatically and get scored. In the settings, go to CRM & Telephony. That opens the Connectors page ("Connect the systems that bring call data into Converdo for scoring."). Three connections are available today: GoHighLevel, Rinkel and Voys.

GoHighLevel

GoHighLevel pushes each call to Converdo, which then fetches the recording and scores it. You need two things:

1. The webhook URL. On the GoHighLevel card, copy the Webhook URL and paste it into the webhook or automation in GHL. In the app: "Paste this URL into the system's webhook/automation. Keep it secret: it identifies your workspace."
2. A Private Integration token. The app says: "Create a Private Integration in GoHighLevel (Settings → Private Integrations) with these scopes: View Conversations (conversations.readonly), View Conversation Messages (conversations/message.readonly), View Contacts (contacts.readonly). Paste the token below (usually starts with pit-). Stored encrypted (Vault); never shown again."

Rinkel

Rinkel pushes each call to Converdo, which fetches the recording via the Rinkel API and scores it. You need the Rinkel Expert plan: webhooks and call recording aren't included in the lower tiers.

On the Rinkel card, enter your API key: "Generate an API key in My Rinkel (the Rinkel API is in beta, available on Professional and Expert; request access via rinkel.com/integrations if needed). Converdo only uses the key to fetch your call recordings. Stored encrypted (Vault); never shown again." Then click Test connection; on success you see "Connection successful: the API key works." If you see an error, check that you copied the key in full, with no spaces before or after it.

Then follow the four steps as shown on the card:

1. "In Rinkel, go to Integrations → API, generate an API key and paste it below. Converdo tests the connection right when you save."
2. "Under Integrations → Webhooks, register the webhook URL above with content type application/json. Use Rinkel's Test button, then Save."
3. "Enable all four call events. Converdo processes all four: Incoming call and Outgoing call (direction and phone number), Call start (links the rep) and Call end (starts processing and fetching the recording). Other events, such as call insights, can stay off; Converdo ignores them."
4. "Enable call recording for the numbers you want scored: without a recording there is nothing to fetch. Webhooks and recordings require the Rinkel Expert plan."

Checking that it works

Make a test call and hang up. Within a few minutes the conversation should appear in your Conversations overview. If it takes longer, see If it doesn't work below.

The connector card in Converdo also shows when the last conversation arrived. That is the quickest way to check whether the connection is still alive.

Replacing or renewing the key

There are two buttons on the connector card:

• Replace sets a new API key, for example after you've regenerated it in Rinkel.
• Rotate token creates a new webhook URL. Do this if you suspect the old URL has reached someone who shouldn't have it. Remember to register the new URL in Rinkel afterwards, otherwise no more conversations will arrive.

If it doesn't work

No conversations arrive. Check in Rinkel that the webhook is still registered and that all four events are enabled. Test the webhook again from Rinkel.

Conversations arrive without a recording. Then call recording isn't enabled in Rinkel for that number, or the API key is no longer valid. Check the key using the test button in Converdo.

Conversations arrive assigned to the wrong employee, or to nobody. Converdo matches on phone number. Check under Settings → Employees that the employee's number is correct and complete.

GoHighLevel and Rinkel share the same webhook token. If you rotate the token, both URLs stop working until you paste the new URL into both places again.

Voys

Voys sends every call to Converdo through a webhook; Converdo then fetches the recording through the Voys API and scores it. The connection has two sides: settings in the Voys portal (which Converdo cannot see or verify) and two values you copy over to the Voys card on the Connectors page.

First: in the Voys portal

Five settings, in this order. Converdo cannot detect whether they are set; skip one and calls or audio silently stop coming in. The Voys card shows the same points as a checklist, with the pitfalls — keep it next to you.

1. Create an API token under Personal settings → User tokens, using an account that is an administrator and has recording permissions. This is the step that fails most often: a token from a regular user appears to work — calls come in, the connection reports as active — but delivers no recordings, and the error Voys returns is indistinguishable from "the recording isn't ready yet". Verify the permissions before you continue.
2. Turn on call recording globally.
3. Give the dial plan a recording step, set to "start on answer".
4. Turn on outbound recording, per VoIP account. It is off by default and nothing tells you.
5. Set up the webhook under Integration → Call notifications, using the webhook URL shown at the top of the Voys card. Mind the name: this is the free Call notifications module. The paid product called "Webhooks" is something else (a dial plan step) and does not work here.

Then: copy two values to the card

• Client UUID, from Personal settings → User tokens. It is not a password — it only identifies which Voys environment belongs to this account.
• Numeric client ID, from the address bar of the Voys portal: /client/<number>/…, usually six digits. This is not your chamber-of-commerce number and not the client UUID above. Converdo uses it to fetch the list of VoIP accounts.

The order on the card is fixed: the API token creates the connection, so the client UUID can only be saved after it. Enter the UUID first and the card asks you to save the token first.

Test and link team members

Click Test connection on the card. It tells you whether the token and the environment match and whether VoIP accounts were found; a permissions problem or a wrong client ID gets its own message there.

Then pick the extension number for each team member under Settings → Team members. Copy the number of the VoIP account (usually the 2xx range: the extensions), not the user number (usually 6xx). Pick the wrong one and there is no error — calls are then silently linked to the wrong person, or to no one.

What to expect afterwards

A call appears in your Conversations overview only after it ends, not while it is ongoing: Voys reports the call once it has finished, after which Converdo fetches the recording and scores it.

If it doesn't work (Voys)

• Calls come in, but without a recording. Almost always the token holder's permissions (step 1) or one of the recording settings from steps 2-4. If needed, create a new token under an administrator with recording permissions and replace it on the card.
• Nothing comes in. Check the webhook under Integration → Call notifications, including the last part of the URL — that is your personal token and differs per customer.
• The client UUID is not accepted. It must be the full UUID (four dashes), with no spaces before or after it.
• The team member list from Voys stays empty. Check the numeric client ID on the card; the recordings themselves do not need that ID.

Routing to a department (optional)

Under Default department you set a safety net: "calls from this connector whose rep does not resolve a department land in this department. Left empty, they go to triage."

After connecting

As soon as a call comes in, Converdo fetches the recording, transcribes and scores it. Make sure every team member is on the team with a function role: without that link a call stays on Awaiting assignment (the Needs attention screen). See How Converdo scores your conversations.