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Use this guide when the embedded widget loads, signs in, or calls incorrectly inside HighLevel.

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Widget does not appear in the HighLevel sidebar

Check these first:
  1. verify the Consuelo app is installed for the correct HighLevel location
  2. refresh HighLevel with a hard reload
  3. clear cached browser files if the sidebar entry disappeared after an update
  4. confirm the user has permission to access installed apps in that location

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Authentication failed inside the widget

Try this sequence:
  1. refresh the HighLevel page first
  2. reopen the embedded dialer from the sidebar
  3. reconnect the app if your team manages the connection from a HighLevel integration screen
  4. clear HighLevel cookies and log in again if the session looks stale

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Embedded-only warning or redirect to the main app

This usually means the widget was opened directly instead of through HighLevel. Fix:

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Microphone is not working

Check both the browser and operating system:
  1. allow microphone access for the browser tab
  2. verify the browser has microphone permission at the system level
  3. confirm the correct microphone is selected if multiple devices are connected
  4. test the microphone outside the widget to rule out a device issue

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No audio at all

Try these checks:
  1. verify the selected output device
  2. confirm the system and browser tab are not muted
  3. test in Chrome if you are using a browser with weaker WebRTC support
  4. disable browser extensions that may block audio or embedded frames

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Calls do not appear in HighLevel

Call logging is most reliable when the call started from a HighLevel contact. If logs are missing:
  1. confirm the contact exists in the current HighLevel location
  2. wait for the call to finish fully before closing the widget
  3. allow a short delay for the logging writeback to complete
  4. inspect the browser console for logging errors if the problem repeats

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Notes do not show up after the call

  • save notes before ending the call
  • keep notes concise when possible
  • check the contact activity or notes area, not only the messages feed

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Still stuck?

If the problem is still reproducible, collect:
  • the HighLevel location where it happened
  • the contact you tested with
  • the browser and operating system
  • whether the problem affected loading, audio, or logging
Then retry with a fresh hard refresh before escalating the issue.