Search Results

OverviewSometimes GHL automations/workflows fire on contacts who should NOT be receiving them — for example, clients who have already completed onboarding receiving messages telling them to complete onboarding. This page explains what to do when you notice thi...

This SOP covers the step-by-step process for updating a client's phone number or email address across all Crowned Credit systems when a client reports a change.     Why This Matters: If contact info is not updated across ALL systems, the client will miss impor...

Overview This guide covers how to transfer calls within Aircall, since team members frequently need to hand off calls to other departments or closers. Transferring Calls in Aircall Aircall is our primary phone system. To transfer a call: Warm Transfer: Click ...

What is ChexSystems? ChexSystems is a consumer reporting agency that tracks banking history — bounced checks, unpaid fees, account closures, and fraud flags. A negative ChexSystems report can prevent a client from opening a new bank account. Do We Handle ChexS...

ProblemLeads with a "Promise to Pay" status are still appearing in the No-Answer pipelines. This causes reps to re-contact leads who have already committed to paying, creating a confusing and unprofessional experience.Why This HappensGHL pipelines and workflow...

When GHL shows a message as "sent" but the client never receives it, use this guide to diagnose and resolve the issue. This is a high-priority problem — if clients do not receive your texts, they may think you are a scam when you call.SymptomsGHL shows message...

Our AI chatbot handles initial responses on Facebook Messenger and Instagram DMs. When it sends wrong, incomplete, or off-topic responses, follow this guide to report and handle it.Common IssuesWrong response — Bot sends an answer that does not match the quest...

Aircall Troubleshooting — Caller ID Not Displaying Client Names Problem Incoming calls show only the phone number instead of the client's name. This makes it hard to prepare for the call or look up the client's account before answering. Why This Happens GHL-A...

GHL Timezone & Daylight Saving Time (DST) Troubleshooting Problem Automated messages, appointment confirmations, or reminders show the wrong time — usually off by 1 hour during DST transitions, or showing Eastern time when the client is in a different timezone...

SMS & Message Tone Guidelines — Avoiding Aggressive Wording      Why this page exists: Team members flagged that some reminder messages (e.g. "this is your final reminder") come across as aggressive or threatening to clients. This guide ensures all outbound m...

     Why this page exists: Clients were not being tagged properly after onboarding completion, causing the system to show incorrect pipeline status. This is a mandatory step. What Is the "ort-done" Tag? The ort-done tag in GoHighLevel indicates that a clien...

This SOP defines how to handle partial payments — when a client pays part of their onboarding/setup fee or monthly balance and wants to roll the remainder into a future bill or pay it off over time. This is distinct from an Advance Payment (early payment of a ...

Overview Clients frequently request that certain accounts be excluded from the dispute process. The most common reason: they want to keep a credit card in good standing with the lender (especially Capital One, Mission Lane, and other subprime issuers that will...

What the team calls "autodebit""Auto-debit" (also written "autodebit" or "auto debit" by the team) is the same thing the official SOPs call recurring billing / autopay. It means GHL automatically charges the client's card on file every month on their billing d...

Our AI booking agent automatically assigns inbound leads to closers on the Consultation calendar (round-robin). Sometimes the appointment record in GHL shows a different closer than the one whose name appears on the automated confirmation messages. This page e...

Overview This page answers a recurring team question: what hours are our onboarding callers available? Use this as the single reference when a CSR, closer, or client asks about onboarding-call scheduling windows. Standard Onboarding Caller Hours Onboarding ca...

Overview When a client books a consultation and the call wraps successfully (sale closed or services accepted), some clients ask for live onboarding help by phone instead of going straight to the self-serve onboarding flow. This page documents the standard han...

Closers occasionally notice that a single inbound appointment "eats" a 30-minute block on the Consultation calendar — even when the actual call is much shorter, or the lead does not show up. This page explains why that happens and what to do. 📌 Trigger: Paul ...