HighLevel updated GoHighLevel number pools on October 16, 2026 in two ways: call tracking now labels calls by ad platform (Facebook ads show as "Facebook Paid", and TikTok, LinkedIn and Microsoft/Bing ad calls are labelled too), and a number pool can now ring up to six selected team members at once on the device each prefers. The practical risk for agencies is in reporting: the new labels apply to new calls only, so a "Facebook Paid" count can jump in a report because of the label change, not because the ads improved. This note explains both changes, what to set up and what to tell clients.
What changed in GoHighLevel call tracking source labels?
Before this update, HighLevel says, many calls from Facebook ads showed up as "Facebook" or "Direct", so you could not tell which ads drove calls. The changelog describes these changes:
| Source of the call | How it is labelled now |
|---|---|
| Facebook ads | "Facebook Paid" |
| TikTok, LinkedIn and Microsoft (Bing) ads, and Google ads clicked in apps | Labelled by platform |
A link with utm_medium=cpc | The platform plus "Paid", for example "Bing Paid" |
| Visits from ChatGPT and similar tools | Shown as their own source |
| Visitors whose browser hides where they came from and whose link has no tracking code | Still "Direct" |
Two details from the entry matter. The number pool tracking script updates on its own, with nothing to set up. And when a link carries several ad tracking codes, the first match wins, checked in this order: Google, then Facebook, TikTok and LinkedIn.
| Before | Now | |
|---|---|---|
| Facebook ads | Facebook or Direct | Facebook Paid |
| TikTok, LinkedIn, Bing ads | Not labelled by platform | Labelled by platform |
| Link with utm_medium=cpc | – | Platform plus "Paid" |
| Visits from ChatGPT and similar | – | Their own source |
Source: HighLevel changelog, October 16, 2026. New calls only
What changed in who can answer a number pool call?
You can now send number pool calls to several team members at once. In a number pool's settings, turn on Ring Incoming Call to selected Users and pick up to six. Each person's devices ring at the same time, using the ring channel they set: web, mobile, desk phone or their own phone number. A user's preferred device type is set under Settings, Users or My Staff, Edit, Call and voicemail, Default channel for ring all. Your choices are saved for next time. Before, the changelog says, number pool calls could not be sent to specific team members' devices.
What should agencies check after the call-source update?
After the call-source update, annotate reports with October 16, 2026, do not compare calls across that date, and check that your UTM tagging gives the labels you expect.
- Annotate your reports. Add the date, October 16, 2026, to any call-tracking report so a rise in "Facebook Paid" is not read as better ads.
- Do not compare across the date. Past calls keep their old source. Compare like with like, or split the report at the change.
- Check your UTM tagging. A link with
utm_medium=cpcgets a platform plus "Paid" label. If your links use other medium values, test a call and see what it shows. - Expect some "Direct". Calls from browsers that hide the referrer still cannot be labelled.
- Review who rings. If a pool rings one person today, decide whether a small group on their preferred devices answers calls faster. Test it with a call before telling the client.
These steps are our advice based on the entry, not HighLevel's. We have not measured the effect on client accounts. If call tracking feeds a lead-routing workflow, our automation service and audit cover how to verify it.
Why does call source labelling matter to a local business?
A business that pays for Facebook, Google and Bing ads wants to know which phone calls each platform produced, because phone calls are often the highest-value leads. When calls are labelled "Direct", the money spent cannot be matched to calls. Better labels make the number of paid calls per platform believable, which is the first thing a monthly report should show. For pipelines that start with a call, see GoHighLevel for HVAC contractors and roofing companies.
Related updates: the full digest and bulk sub-account features. Call costs are in GoHighLevel SMS and email costs.
Frequently asked questions about the number pool update
What is a number pool in GoHighLevel?
A set of tracking phone numbers shown to website visitors so a call can be matched to the source of the visit. HighLevel's help center has the setup guide, linked from the changelog entries.
Does the new label apply to old calls?
No, the changelog says the changes apply to new calls only, and past calls keep the source they already had.
Why do some calls still show as Direct?
When a visitor's browser hides where they came from and the link has no ad tracking code, HighLevel cannot label the call. The changelog says so.
Which ad platforms are labelled now?
Facebook, TikTok, LinkedIn and Microsoft (Bing), plus Google ads clicked in apps. Tagged links with utm_medium=cpc show the platform plus "Paid".
How many team members can a number pool ring?
Up to six, all at the same time, each on the device or number they chose.
Do I need to change anything to get the new labels?
No, HighLevel says the number pool tracking script updates on its own. You may still want to review UTM tagging and report notes.
Can ChatGPT visits be tracked in call tracking now?
The entry says visits from ChatGPT and similar tools show up as their own source. Check your own reports to see how it displays.