GoHighLevel Complete Guide
GoHighLevel (GHL) — Complete Guide for Crowned Credit
GoHighLevel (GHL) is the central nervous system of Crowned Credit's operations. Every lead, every client, every payment, and every communication flows through GHL. If it happened, it must be in GHL. This guide covers everything you need to navigate GHL confidently from Day 1.
1. Logging In
- Go to app.gohighlevel.com
- Enter your assigned email and password
- You will land on the Dashboard view — this is your home base
- If you see multiple sub-accounts, make sure you are inside the Crowned Credit sub-account
Bookmark the login URL. Do not share your login credentials with anyone. If you suspect your account has been compromised, notify your team lead immediately.
2. Dashboard Overview
The dashboard gives you a real-time snapshot of business performance. Here's what each section means:
- Opportunities by Stage: Shows how many leads are in each pipeline stage (New Lead, Contacted, Consultation Scheduled, etc.)
- Revenue: Tracks payments processed — useful for monitoring daily/weekly intake
- Conversations: Shows open/unread messages across SMS, email, and other channels
- Tasks Due: Any tasks assigned to you or your team that need attention today
- Appointments: Upcoming scheduled consultations or calls
The dashboard resets to whatever filters are set. If the numbers look wrong, check the date range filter in the top right corner.
3. Contacts
Contacts are the database of every person who has ever interacted with Crowned Credit — leads, current clients, past clients, and referrals.
3.1 Finding a Contact
- Click Contacts in the left sidebar
- Use the Search bar at the top — search by name, phone number, or email
- Apply filters using Smart Lists (e.g., "Active Clients", "New Leads Today")
3.2 Creating a New Contact
- Click + Add Contact (top right)
- Fill in ALL available fields: First Name, Last Name, Phone, Email, Address, DOB, Last 4 SSN (in notes)
- Set Contact Type — Lead or Customer
- Add relevant Tags (e.g.,
new-lead,new-client,onboarding) - Click Save
Rule: Never create duplicate contacts. Always search first. If a duplicate exists, merge them.
3.3 Contact Record — What Each Tab Contains
| Tab | What's In It |
|---|---|
| Info | Personal details, address, tags, custom fields |
| Conversations | All SMS, email, and call history with this contact |
| Appointments | Booked and past consultations |
| Opportunities | Which pipeline stage they are in |
| Tasks | To-dos assigned related to this contact |
| Notes | Internal notes — always log interactions here |
| Payments | Invoices, subscriptions, and payment history |
| Activity | Full audit trail — every action taken on this contact |
3.4 Adding Notes
After every interaction with a client or lead, add a note. Notes are permanent records.
- Open the contact record
- Click the Notes tab
- Click + Add Note
- Write a clear, dated summary: what was discussed, what was decided, what the next step is
- Click Save
Example note: "2026-03-20 — Client called asking about status of Round 1. Checked DisputeFox — letters sent 3/5. Advised results expected by 4/5–4/20. Client satisfied. Follow-up scheduled for 4/8."
4. Pipelines & Opportunities
Pipelines are visual boards showing where every lead or client is in the process. Crowned Credit uses a Sales Pipeline and a Client Pipeline.
4.1 Sales Pipeline Stages
| Stage | What It Means |
|---|---|
| New Lead | Lead just came in — not yet contacted |
| Contacted | First contact made via call or SMS |
| Consultation Scheduled | Call booked on calendar |
| Consultation Completed | Call happened — decision pending |
| Payment Collected | Setup fee paid — handoff to onboarding |
| Enrolled | Fully onboarded, active in program |
| Lost | Did not convert — reason noted |
4.2 Moving a Contact Through the Pipeline
- Go to Opportunities in the left sidebar
- Find the contact's card
- To move: click the card → open it → change the Stage dropdown → click Update
- Do NOT drag and drop cards — this can cause automation errors ("rubber banding")
4.3 Opportunity Details
Inside each opportunity card, you can:
- View and update the pipeline stage
- Add tasks and follow-up reminders
- Log notes specific to the sales process
- Book appointments directly
- See the lead's contact history
5. Conversations
The Conversations tab is your unified inbox — SMS, email, calls, and voicemails all appear here in real time.
5.1 How to Use Conversations
- Click Conversations in the left sidebar
- Filter by channel (SMS, Email, All) or by unread/starred
- Click any thread to open the full conversation history with that contact
- Reply directly from the conversation window
- Use the Template button to pull in pre-written SMS or email templates
5.2 Response Time Rules
- New leads: Respond within 5 minutes of lead submission
- Active clients: Respond within 2 hours during business hours
- After hours: Respond by 10 AM the next business day at the latest
5.3 Calling from Conversations
Important: The Closers/Sales Team uses the GHL dialer for outbound calls. Closers do NOT use Aircall. Aircall is exclusively for the inbound Customer Service team.
- Open the contact's conversation or contact record
- Click the phone icon
- Select your GHL phone number from the dropdown
- The call will connect through the browser or GHL mobile app
- After the call, log notes in the contact record
6. Workflows (Using Existing Automations)
Workflows are automated sequences that GHL runs based on triggers (e.g., lead submits a form, appointment is booked, payment is received). The Crowned Credit team uses pre-built workflows — do not edit or create workflows without authorization from your team lead.
6.1 Key Workflows That Run Automatically
| Workflow Name | What It Does |
|---|---|
| New Lead — Speed to Lead | Sends auto-SMS within 5 min of new lead submission |
| Lead Nurture Sequence | Day 1/2/3/5/7 follow-up if no response |
| Consultation Confirmed | Sends confirmation SMS + calendar invite to prospect |
| Payment Received | Sends welcome email, tags contact as new-client, notifies onboarding team |
| Appointment Reminder | Sends SMS 24 hrs and 1 hr before scheduled consultation |
| Monthly Billing | Charges recurring subscription 30 days after setup fee |
6.2 If a Workflow Isn't Firing Correctly
- Check the contact's Activity tab — it shows every workflow action taken on that contact
- Do NOT manually retrigger a workflow without confirming the contact won't be double-messaged
- Escalate to your team lead with the contact name, the workflow in question, and what you expected vs. what happened
7. Calendars
GHL calendars are used to book consultation calls with prospects. The Sales team books all prospect consultations here.
7.1 Viewing the Calendar
- Click Calendars in the left sidebar
- Toggle between Day / Week / Month views
- Filter by team member to see individual calendars
- Appointments show the contact's name, time, and type
7.2 Booking an Appointment Manually
- Open the contact's record
- Click the Appointments tab → Book Appointment
- Select the calendar (e.g., "Consultation — Sales")
- Choose date and time — confirm with the prospect before booking
- The system will send an automated confirmation SMS/email to the contact
- The appointment appears on your calendar and in the contact's record
7.3 Marking Appointment Outcomes
- Showed / Completed: Change pipeline stage to Consultation Completed
- No-show: Mark as no-show in the calendar, trigger follow-up sequence, move to appropriate stage
- Rescheduled: Reschedule directly in the calendar — do NOT delete and re-create
8. Payments
GHL handles all payment processing for Crowned Credit via Stripe integration.
8.1 Sending a Payment Link
- Go to Payments → Invoices
- Click + New Invoice
- Select the contact
- Add the product (Setup Fee or Monthly Subscription)
- Set due date and send via email or text the payment link
- Stay on the line with the client when possible — completion rates are higher
8.2 Setting Up Recurring Billing
- Go to Payments → Subscriptions
- Find or create the client's subscription
- Set start date to Day 30 from setup fee payment
- Confirm amount matches the client's plan
- Log in contact notes: "Recurring billing set up on [date], starting [billing date]"
8.3 Failed Payment Process
- GHL will alert you when a payment fails — check the Payments tab daily
- Contact the client within 24 hours via SMS: "Hi [Name], we had a small issue processing your payment. Could you give us a call or update your card info? We want to make sure there's no interruption to your service."
- Offer an alternative payment method or a short deferral (up to 7 days — beyond that, escalate to Khryzza/Billing)
- Log all payment discussions in the contact's Notes tab
9. Settings You Should Know
9.1 Your Profile Settings
- Go to Settings → My Profile to update your name, email, profile photo, and notification preferences
- Connect your Google Calendar here for two-way sync with GHL appointments
- Set your availability here — this controls when prospects can book with you
9.2 Notifications
- Turn on new lead and new message notifications — you must respond fast
- Download the Lead Connector mobile app (iOS/Android) to receive push notifications on your phone
- The app mirrors all conversations, contacts, and pipeline views from desktop
10. Common Mistakes to Avoid
- Not logging notes: Every call, every message — log it. If it's not in GHL, it didn't happen.
- Dragging pipeline cards: Always click and update the stage inside the card. Dragging causes automation errors.
- Duplicate contacts: Always search before creating. Duplicates break automation sequences.
- Missing payment follow-up: A failed payment not addressed within 24 hours can become a chargeback.
- Using Aircall for outbound sales calls: Closers use the GHL dialer only. Aircall is for inbound CS.