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

1. Log into GoHighLevel at app.gohighlevel.com
2. In the left sidebar, click Conversations
3. The inbox defaults to "All" — you'll see all open conversations across channels
4. Use the filter bar at the top to sort by: Unread, Assigned to Me, Channel Type (SMS/Email/Chat), or Pipeline Stage
5. 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:

How to Handle Different Message Types

SMS Messages

1. Read the message fully before responding — don't skim and assume
2. Use the client's first name in your reply: "Hi {{contact.first_name}}, ..."
3. Keep SMS replies concise — mobile-friendly, 2–4 sentences max
4. 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?"
5. Always end with a clear next step so the client knows what happens next

Email Messages

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

Missed Calls

1. GHL logs missed calls as a conversation entry — treat this as a 🟠 High priority message
2. Attempt a callback within 1 hour
3. 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."
4. Log every callback attempt in the contact's notes

Conversation Management

Status Labels

Keep conversations organized using GHL's status system:

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.