Inbox Management

Inbox Management

The GHL inbox is the nerve center of client communication at Crowned Credit. Every SMS, email, and live chat from a client lands here. Managing it properly is not optional — it's a core job function. A disorganized inbox means missed clients, churn risk, and reputation damage.

Accessing the GHL Inbox

Log into GoHighLevel at app.gohighlevel.com In the left sidebar, click Conversations The inbox defaults to "All" — you'll see all open conversations across channels Use the filter bar at the top to sort by: Unread, Assigned to Me, Channel Type (SMS/Email/Chat), or Pipeline Stage Set your view to "Unread" first every time you open GHL — tackle unread messages before anything else

Message Priority Framework

Not all messages are equal. Triage by urgency:

Priority Type Examples Response Target 🔴 Urgent Immediate action required Threatening to cancel, billing dispute, legal threat, very angry client 30 minutes 🟠 High Needs same-shift resolution Failed payment, missed call from unhappy client, document submission confirmation, schedule request 1 hour 🟡 Medium Responds within standard window General questions, status check, "how long will this take?", portal help 2 hours 🟢 Low No urgency, informational Thank you messages, general feedback, confirming received info 4 hours

How to Handle Different Message Types

SMS Messages

Read the message fully before responding — don't skim and assume Use the client's first name in your reply: "Hi {{contact.first_name}}, ..." Keep SMS replies concise — mobile-friendly, 2–4 sentences max If the issue can't be resolved by text, pivot to a call: "This is best explained on a quick call — are you free in the next hour?" Always end with a clear next step so the client knows what happens next

Email Messages

Always reply from the GHL conversation window — don't switch to personal email Use the email reply template for standard inquiries (see templates section below) Keep a professional but warm tone — not corporate, not casual For complex issues, structure the email with clear sections — don't write a wall of text End every email with your name and Crowned Credit contact information

Missed Calls

GHL logs missed calls as a conversation entry — treat this as a 🟠 High priority message Attempt a callback within 1 hour If callback goes to voicemail, leave a message AND send an SMS: "Hi {{contact.first_name}}, I tried calling you back just now — please call us at [number] or reply here and we'll get connected." Log every callback attempt in the contact's notes

Conversation Management

Status Labels

Keep conversations organized using GHL's status system:

Status When to Use OpenActive — waiting for client reply or your follow-up ReadYou've seen it but haven't responded yet — flag it and come back within your SLA ResolvedIssue fully addressed, no further action needed AssignedHanded off to a teammate or Team Lead for resolution

Tagging Conversations

Use GHL conversation tags to categorize issues: billing, document-request, dispute-question, cancel-risk, escalate Tagging allows Team Leads to filter and spot trends (e.g., a spike in cancel-risk tags means something systemic is wrong) Always tag before resolving a conversation

Assigning Conversations

If you receive a message for a client that belongs to another CSR's portfolio, assign the conversation to the correct rep immediately Send a quick note in team channel: "Assigned {{contact.first_name}}'s convo to [Name] — they asked about [topic]" Never leave a conversation unassigned if you know who owns that client

Response Templates

Escalation Protocol

Some messages must be escalated. Do not try to handle these alone:

Legal threats (mentions of lawsuits, attorneys, CFPB complaints) → Tag escalate, notify Team Lead immediately, do NOT respond until advised Fraud claims → Tag escalate, freeze any activity on the account, notify Team Lead Extremely hostile clients (abusive language, threats) → Tag escalate, stop responding, notify Team Lead within 15 minutes Billing disputes over $X → Flag to billing team and Team Lead Media or press inquiries → Escalate directly to CEO/Operations Manager. Do not respond.