Standard Operating Procedure
Club V
Free Member Edition
GoHighLevel is the backend that runs your outreach, your booking and your client delivery in one login. You will use a small part of it. This SOP covers the setup that actually moves money: the account structure, the compliance that keeps your messages delivering, the three workflows every agency needs, and the daily checks that tell you whether any of it is working.
Work through it in order. Each section ends with how to verify it on screen instead of trusting a green label.
Critical Rule
A status in this platform tells you something was queued, not that it happened. A bulk action marked complete means contacts were enrolled. A calendar marked confirmed means a text was sent. Verify every step against the analytics screens before you report a number to yourself or to a client.
There are two layers and mixing them up creates a mess you will pay for later.
Agency
Billing, templates, snapshots, and every sub-account you create
Sub-account
One business: its contacts, workflows, calendars, numbers and reporting
1
Create a sub-account for your own agency first. Your outreach and your sales calls live there.
2
Create a separate sub-account for each client, or one per market type if you run the same system repeatedly.
3
Set the sub-account time zone to where the business actually operates.
Note
Every contact also carries its own time zone field. Wait steps fire off the contact time zone, not the account one. A blank field is the most common cause of messages going out at the wrong hour.
2
COMPLIANCE BEFORE VOLUME
Before sending at any real volume you need a registered business and messaging registration. Unregistered numbers get filtered quietly, then suspended, and the suspension can affect every business tied to that number.
1
Register your business entity and obtain your tax ID.
2
In the sub-account, open the phone system settings and complete the brand and campaign registration.
3
Add your opt-out language and honour opt-outs instantly and permanently.
4
Expect the review to take days to weeks. Start it on day one, not the day you want to launch.
▸Buy one number per market you contact, matched to the local area code of the people you are messaging
▸Cap each number at a conservative daily send volume and add numbers when you need more, rather than pushing one number harder
▸Keep client notification numbers separate from cold outreach numbers, so a filtered outreach number never breaks client alerts
▸Never claim to be local if you are not. The area code does the work without the lie
1
Tag every import with the list name and date, for example list_source_city_date.
2
Check every new list against everyone you have contacted before. Re-importing an existing contact merges it and can re-enrol that person in outreach they already declined.
3
Import and enrol are two separate steps. Import first, confirm the count, then add to a workflow.
4
Maintain a permanent do-not-contact tag and make sure every workflow respects it.
▸Trigger: your list tag is added
▸Drip contacts in small batches on a timer rather than sending all at once
▸Send window: business days, business hours, in the prospect time zone
▸Stop on response turned ON, so a replier never receives the next automated message
Workflow B — reply handling
▸Trigger: customer replied
▸Remove the contact from the outreach workflow immediately
▸Create a task or notification for whoever works replies
▸Branch: not interested goes to do-not-contact, a question goes to a human, a yes goes to booking
Workflow C — booked appointment
1
Trigger: appointment booked.
2
Confirmation message that asks for a reply, not just an announcement.
3
A reminder the day before. Set the wait step to continue if the date has already passed, or same-day bookings silently receive nothing.
4
A few hours before: ask whether the time still works or they want to move it.
5
If there is no reply, create a task to call them.
6
After the appointment, set the status to showed or no show.
Critical Rule
The point of the booked-appointment workflow is to get a reply out of the prospect. People who respond to a confirmation show up far more often than people who stay silent. Every message in it should ask a question.
▸Keep one calendar per purpose. More calendars means duplicate bookings and split reporting
▸Confirm the time zone in writing, in the prospect's own words, before the appointment is booked
▸Limit how far out someone can book. A shorter window holds attention better
▸After every appointment, set showed or no show. The platform will not do it for you and your show rate cannot be calculated without it
If you deliver leads or appointments to a client, the alert is the product. Test it like one.
1
Add the client as a user and send new-lead notifications to that user, plus to yourself.
2
Turn on push notifications in the mobile app as a backup channel.
3
Before launch, submit a test lead through the real form or ad and watch it reach both phones.
4
Repeat the test after any edit to the workflow.
Note
A client who receives leads and never hears about them will fire you, and they will be right to. Test the alert before you spend a dollar of their money.
Messaging analytics
Messages sent, delivery rate, failure rate, opt-out rate
Bulk action log
Contacts enrolled, compared against messages actually sent
Conversations
Every reply answered the same day
Calendar
Appointment statuses set to showed or no show
If enrolled is far higher than sent, the campaign is not running no matter how healthy the dashboard looks.
▸Save every working setup as a snapshot at the agency level, and export it after significant changes
▸Review who has admin access, and remove access the day someone stops working with you
▸Client advertising assets belong to the client. You take partner access rather than building their accounts inside yours
Replace the bracketed parts. Keep them short and human.
Confirmation, sent on booking
You're set for [day] at [time] [time zone] with [your name]. Reply YES to hold the spot.
Day before
Quick reminder about [day] at [time]. Anything you want me to cover on the call?
A few hours before
Still good for [time] today, or do you want me to move it?
No-show recovery
We had a call booked on [date] and it never happened. That one is on me for not chasing it down. Still want to look at [outcome they wanted]?