iMessage Calling Setup – myCRMSIM
What Is iMessage Calling?
iMessage Calling allows you to make FaceTime Audio calls directly from a contact profile in HighLevel through a connected Mac.
When you start a call:
When you start a call:
- The call is placed through the connected Mac.
- A native FaceTime Audio or Phone notification appears on the Mac.
- An active-call widget appears in the myCRMSIM dashboard.
- The contact profile shows the call as active.
- The call is recorded in the contact conversation and call history.
Set Up the iMessage Device First
Your Mac/iMessage device must already be connected, active, and assigned to the correct HighLevel subaccount before you enable calling.
Complete the device setup using the official iMessage Installation and Setup guide, then return to this article to configure calling.
After completing the setup, confirm that:
Complete the device setup using the official iMessage Installation and Setup guide, then return to this article to configure calling.
After completing the setup, confirm that:
- The Mac/iMessage device appears as connected or active.
- The device is assigned to the subaccount where you want to make calls.
- The Mac is online and available.
Requirements for iMessage Calling
Before enabling iMessage Calling, make sure you have:
- An active myCRMSIM account connected to HighLevel or your supported CRM.
- An existing HighLevel subaccount or workspace.
- A connected and assigned Mac/iMessage device.
- iMessage and FaceTime Audio working on the Mac.
- Message Routing configured for the iMessage channel.
- A contact with a valid phone number.
- An available iMessage Calling line under Plans → Calling.
Part 1 — Verify the iMessage Device
Before enabling iMessage Calling, verify that the iMessage device is connected and assigned to the correct subaccount, and ensure that iMessage Message Routing is configured.
- Open myCRMSIM → Subaccount SIM.
- Find the required subaccount.
- In the iMessage column, confirm that the connected iMessage device is displayed and assigned to the correct subaccount.
- If the device is not assigned, click the (+) button in the iMessage column and assign the appropriate iMessage device.
Part 2 — Purchase the Calling Plan and Enable iMessage Calling
Step 1: Purchase or Confirm Calling Lines
Purchase a Calling line before enabling iMessage Calling for a Mac. If a Calling line has already been purchased and is available, skip to Step 2.
1. Open Plans in the myCRMSIM dashboard.
2. Select the Calling tab.
3. Click Change calling lines.
4. In the Calling lines window, enter the number of calling lines you want to purchase.
5. Review the current quantity and the new quantity. The window shows how many lines you already have.
6. Review the monthly price. The recording shows $10 per calling line per month. For example, 9 lines are shown as 9 × $10 = $90 per month.
7. To cancel the Calling add-on, set the quantity to 0 instead of continuing.
8. Click Continue to payment.
9. Complete the payment process shown by the billing page.
10. Return to Plans → Calling and confirm the updated Purchased lines, In use, Available, and Monthly total values.
1. Open Plans in the myCRMSIM dashboard.
2. Select the Calling tab.
3. Click Change calling lines.
4. In the Calling lines window, enter the number of calling lines you want to purchase.
5. Review the current quantity and the new quantity. The window shows how many lines you already have.
6. Review the monthly price. The recording shows $10 per calling line per month. For example, 9 lines are shown as 9 × $10 = $90 per month.
7. To cancel the Calling add-on, set the quantity to 0 instead of continuing.
8. Click Continue to payment.
9. Complete the payment process shown by the billing page.
10. Return to Plans → Calling and confirm the updated Purchased lines, In use, Available, and Monthly total values.
Important: Each calling line with calling enabled uses one purchased line. Purchase enough lines for the devices you want to use, then enable calling only for the required iMessage or Android lines.
Step 2 — Enable iMessage Calling for the Mac Line
After verifying the device assignment and configuring Message Routing, enable calling for the iMessage line.
- Open Plans in the myCRMSIM dashboard.
- Select the Calling tab.
- Locate the iMessage section.
- Confirm that the section is labelled FaceTime audio calls from your Mac.
- Find the connected Mac line. It may appear in a format similar to: UZAIR Mac mini_uzairsaeed
The subaccount and connection status may appear below it, for example:
Connected · Prism-Solutions - Turn on the toggle next to the correct Mac/iMessage line.
- Wait for the confirmation message.
- Confirm that the status notification displays Calling enabled for this line.
- Check that the Calling on counter in the iMessage section has increased.
Call Routing
Once iMessage Calling is enabled, you can configure iMessage as a backup line for other calls. For example, if a WhatsApp call cannot connect, the call can be routed through iMessage instead.
Call Routing works like Message Routing, but it controls the order of backup lines for calls.
- In the relevant sub-account row, click the Call Routing icon under the CALL ROUTING column.
- In the routing grid, locate the iMessage column.
- Tick iMessage in the row where you want it to act as a calling line, such as 1 · Primary or 2 · Backup.
- Review the panel at the bottom, When a call can’t be connected, to confirm what will happen if a call fails.
- Click Save.
For more information about routing order, backup lines, and failure rules, see Configure Call Routing.
Part 3 — Place a Test iMessage Call
After enabling the iMessage Calling line, place a test call.
- Open Contacts in HighLevel or myCRMSIM.
- Find the contact you want to call.
- Open the contact profile.
- Confirm that the contact has a valid phone number.
- Click the green call button in the contact header.
- Depending on the interface version, the button may be labelled Call via FaceTime or may appear as a green phone icon.
- Wait while the button displays Connecting…, if applicable.
- Confirm that an active-call widget appears in the bottom-right corner of the dashboard.
- Check the Mac for a native FaceTime Audio or Phone notification.
- Allow the call to connect.
During the Call
The Mac notification may provide controls such as:
- Mute
- Keypad
- End call
- Contact name
- Call duration
- Mute control
- End call control
Answering incoming FaceTime calls from the dashboard
When an incoming FaceTime Audio call reaches a connected Mac, the call can appear in the myCRMSIM dashboard. Use the dashboard controls to answer or decline the call. After answering, the audio continues in the browser. The incoming-call alert may identify the caller by contact name, phone number, or email. This is different from starting an outbound FaceTime call from a contact profile. To receive incoming calls, the line must have calling enabled, the account must have an active Calling plan, and the Mac app must have the required Accessibility permission.
When an incoming FaceTime Audio call reaches a connected Mac, the call can appear in the myCRMSIM dashboard. Use the dashboard controls to answer or decline the call. After answering, the audio continues in the browser. The incoming-call alert may identify the caller by contact name, phone number, or email. This is different from starting an outbound FaceTime call from a contact profile. To receive incoming calls, the line must have calling enabled, the account must have an active Calling plan, and the Mac app must have the required Accessibility permission.
Part 4 — End the Call
You can end the call from the Mac or the myCRMSIM dashboard.
End the Call from the Mac
End the Call from the Mac
- Click the red End call button in the FaceTime Audio or Phone notification.
- Wait for the call to disconnect.
- Locate the active-call widget in the bottom-right corner.
- Click End call.
- Confirm that the widget disappears.
- Confirm that the contact is no longer marked On call.
Part 5 — Verify the Call Log
After ending the call, verify that myCRMSIM recorded it correctly.
- Return to the contact profile.
- Open the Messages or Timeline section.
- Confirm that a call entry appears, such as:
CALL: 4 sec (Outgoing) - Confirm that the entry is associated with the iMessage channel.
- If your workspace uses Message Logs, open Message Logs.
- Filter by Type → Call and refresh the log.
- Confirm that the latest call entry appears.
Troubleshooting
The iMessage Line Does Not Appear Under Plans → Calling
- Confirm that the Mac/iMessage device is connected and active.
- Confirm that the device is assigned to the correct subaccount.
- Open Subaccount SIM and confirm that the iMessage column displays the device.
- Confirm that the Mac is online and available.
- Refresh the dashboard and open Plans → Calling again.
The Calling Toggle Will Not Turn On
- Confirm that the iMessage device is connected.
- Confirm that the Mac is online.
- Confirm that the device is assigned to a subaccount.
- Check whether the iMessage Calling line is available under your current plan.
- Refresh the page and try again.
The Call Button Is Not Visible
- Confirm that the iMessage Calling line is enabled under Plans → Calling.
- Confirm that the contact has a valid phone number.
- Confirm that the contact belongs to the correct subaccount.
- Refresh the contact page.
- Confirm that the Mac is connected and active.
- Confirm that iMessage Message Routing is enabled.
The Call Does Not Start on the Mac
- Confirm that FaceTime is signed in with the correct Apple ID.
- Confirm that FaceTime Audio works manually on the Mac.
- Ensure that the Mac is powered on and connected to the internet.
- Confirm that the Mac Gateway application is running.
- Keep the Mac awake and prevent sleep when necessary.
- Refresh HighLevel or myCRMSIM and try the call again.
The Call Connects but There Is No Audio
- Confirm that the FaceTime Audio notification appeared on the Mac.
- Check the Mac's microphone and speaker settings.
- Confirm that the Mac is not muted.
- Check that the correct audio device is selected.
- End the call and test FaceTime Audio manually before trying again.
The Call Appears in the Dashboard but Not in the Conversation
- Confirm that the correct subaccount is open.
- Confirm that the contact has a valid phone number.
- Check that iMessage routing is enabled.
- Refresh the contact timeline and Message Logs.
- Confirm that the call was placed through the enabled iMessage line.
The Mac Disconnects During Use
- Keep the Mac powered on.
- Prevent the Mac from entering sleep mode.
- Ensure that the internet connection remains active.
- Confirm that the gateway application is still running.
Quick Setup Checklist
Before using iMessage Calling, verify that:
- The Mac/iMessage device is connected and active.
- The Mac is assigned to the correct HighLevel subaccount.
- The Mac is online and available.
- iMessage and FaceTime Audio are working on the Mac.
- iMessage Message Routing is enabled for the subaccount.
- The iMessage line is enabled under Plans → Calling.
- The dashboard confirms Calling enabled for this line.
- The contact has a valid phone number.
- A test call has been placed successfully.
- The call appears in the contact conversation or Message Logs.
Setup Complete
iMessage Calling is now configured. Agents can place FaceTime Audio calls from HighLevel contact profiles through the connected Mac, manage calls from the Mac or the myCRMSIM active-call widget, and verify call records in the contact history.
Related Articles