GoHighLevel Complete Guide

This page covers the essential guidelines and procedures for GoHighLevel Complete Guide at Crowned Credit. Use the sections below to quickly find the information you need.

GoHighLevel (GHL) — Complete Guide

GoHighLevel is Crowned Credit's CRM, automation engine, payment processor, and sales pipeline — all in one platform. Every lead, every client, every payment, and every communication flows through GHL. Mastering it is essential for every team member who interacts with clients.

⚠️ CRITICAL RULE — READ FIRST: GHL has 536 workflows, 402 of which are ACTIVE. Modifying, deleting, or pausing any workflow without explicit approval from Jethro can break client communications, billing automations, and sales processes. When in doubt — DON'T TOUCH IT. Ask first.

What GHL Does for Crowned Credit

GoHighLevel serves as the operational backbone of Crowned Credit. Here is a breakdown of every major function we use:

Login & Navigation

GHL is a web-based platform. Access it from any browser — no download required for the desktop version.

How to Log In

1. Go to https://hub.viewlinkmgt.com/
2. Enter your assigned email and password
3. If you see multiple sub-accounts, select "Crowned Credit"
4. You will land on the Dashboard — this shows a summary of recent activity

     💡 If you don't have login credentials, contact your direct manager. Do not share login credentials with other team members — each person has their own account for tracking purposes.

Left Sidebar Navigation

Common Tasks: Step-by-Step

How to Search for a Client

1. Click Contacts in the left sidebar
2. Use the search bar at the top — you can search by name, phone number, or email address
3. Click the contact name to open their full profile
4. The profile shows: all activity, notes, tags, current pipeline stage, and full payment history

How to View Client History

1. Open the client profile (Contacts → Search → Click name)
2. The activity feed on the right panel shows all interactions: calls, emails, SMS, notes, pipeline moves
3. Scroll down for the full conversation history in chronological order
4. Click the "Appointments" tab to see their full consultation history
5. Click the "Payments" tab to see all invoices and billing history

How to Add a Note to a Client

1. Open the client profile
2. Click the "Notes" tab in the profile menu
3. Click "+ Add Note"
4. Type your note — make sure to be clear with narrating the details of the note so it will be noted by team members for future interactions. No need to record date and name since it is automatically logged by the system.
5. Example format: "Client will subscribe to new credit monitoring next month, hold off on following up for now."
6. Click Save

How to Check Payment Status

1. Go to Payments in the left sidebar
2. Click Invoices
3. Search the client's email in the search bar
4. View invoice status: Paid / Pending / Failed / Void
5. Click any invoice to see full details: amount, date, payment details (last 4 digits and type of card used), and transaction ID
6. For failed payments, escalate to the billing team (Khryzza or Regine) immediately

How to Move a Contact in the Pipeline

1. Go to Opportunities in the left sidebar
2. Find the contact — you can switch between Kanban view (drag cards) or List view
3. In Kanban: drag the card from one column to the next
4. In List: click the contact → select the new stage from the dropdown
5. Moving to "Closed Won" automatically triggers the onboarding workflow — do not do this unless payment has been confirmed

How to Send a Manual SMS

1. Go to Conversations in the left sidebar
   
2. Search for the client's name, email or number in the search bar (You can select "All" to view all conversations.)
3. Make sure that you are using the appropriate number (Main company number for CSR, Sales will have direct numbers assigned to them.)
4. Type your message. Make sure to maintain professionalism and uphold the company's communication standards.
5. Do NOT send SMS that contradict or override automated sequences without checking with your manager
6. Your message will appear in the conversation thread automatically

Pipeline Stages Explained

The pipeline tracks every prospect from first contact to enrolled client. Understanding each stage helps ensure the right actions happen at the right time.

Key Workflows (Do Not Modify Without Approval)

GHL runs 402 active workflows. These power nearly every automated communication Crowned Credit sends. Touching the wrong workflow can break client onboarding, billing, or sales follow-up at scale.

     💡 Why 25+ No-Show Workflows?
Each closer sends follow-up messages from their individual phone number. GHL cannot dynamically send from different numbers in one workflow, so each rep has their own dedicated workflow. These are intentional — do NOT consolidate them.

Reporting: What to Track

GHL's Reporting section gives management full visibility into sales and operational performance. Key reports include:

Troubleshooting Common Issues

Rules & Etiquette

• Never edit or pause workflows without explicit written approval from Jethro.
• Never move a contact to Closed Won without confirmed payment receipt.
• Always add a note after any significant client interaction when the information is needed for future interaction, this helps other team members with additional context and helps improve consistency in communications.
• Closers mainly use GHL dialer for outbound sales calls.
• Do not share your GHL login. Each rep has individual tracking tied to their account.
• When in doubt about any action in GHL — ask before clicking.

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## Time Zone Handling in GHL Automations

### The Problem

GHL automated messages (appointment confirmations, reminders, follow-ups) may display times in **Eastern Time (EDT/EST)** even when the client is in a different time zone. After Daylight Saving Time changes, this can be off by 1+ hours.

### What to Watch For

- **Appointment confirmations** showing the wrong time for clients in Central, Mountain, or Pacific time zones

- **Post-DST shifts** (early March / early November) — automated times may be misaligned for 1-2 days until caches refresh

- **AI bot bookings** — if the bot books at "9:00 AM" without clarifying the client's time zone, it defaults to EDT

### What to Do (Team Members)

1. **Always confirm the client's time zone** before booking any appointment

2. **Specify the time zone explicitly** in your notes: "5:00 PM MDT / 7:00 PM EDT"

3. If a client reports a wrong time in their confirmation, **report it immediately** in `#improvement-requests` with:

- Client name

- What time zone they're in

- What time they were expecting vs. what was sent

4. Tag `@Sam` for automation fixes

### For Admins (Sam)

- Check GHL workflow timezone settings after every DST change

- Ensure appointment confirmation workflows use the **contact's timezone** field, not a hardcoded timezone

- Test automated messages in multiple time zones quarterly

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## Stopping Onboarding Automations

### The Problem

Clients who have **already completed onboarding** (or already had Round 1 sent) sometimes continue receiving onboarding reminder messages, which confuses them.

### How to Stop Onboarding Automations for a Client

1. **Add the tag `ort-done`** to the client's contact in GHL

- This signals that onboarding/orientation is complete

- Automations should check for this tag and stop sending

2. If the automation still fires after tagging:

- Report in `#improvement-requests`

- Tag `@Sam` — the workflow trigger conditions may need updating

### Best Practice

- **Tag `ort-done` immediately** when a client completes orientation, not later

- If a client calls/messages confused about onboarding reminders they shouldn't be getting, apologize and fix the tag right away

- Suggested language: *"I apologize for the confusion — that was an automated reminder that should have stopped. Your onboarding is already complete and you're all set!"*

> **Feb's suggestion (approved):** Add "If done, please ignore this message" to the end of onboarding automation messages as a safety net.

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## AI Bot Assignment & Calendar Issues

### Bot Tagging Wrong Team Member

If the AI bot tags you for an appointment that's on someone else's calendar:

1. **Do NOT ignore it** — the client still needs help

2. Check whose calendar it's actually on in GHL

3. Notify the correct team member directly

4. Report in `#improvement-requests` with the client name and what happened

### AI Bot Giving Incomplete Answers

If the AI bot's reply was incomplete, didn't answer the question, or gave wrong info:

1. **Jump in and handle the client manually** immediately

2. Report the exact conversation in `#improvement-requests`

3. This helps Sam/Peter fine-tune the bot's prompts