USER SUPPORT & FEATURES GUIDE

Why use this module

• Get a quick business overview.
• Create role-specific views for sales, marketing, support, and operations.
• Monitor appointments, conversations, tasks, pipeline activity and revenue.
• Use dashboards for daily reviews and management meetings.

Key features

Best practices

• Keep each dashboard focused on a business outcome.
• Use consistent date ranges when comparing performance.
• Review important numbers regularly and investigate unusual changes.

Tips

• A useful daily view can combine appointments, overdue tasks, open conversations, opportunities and revenue.
• Use user/team filters when coaching individual performance.

Why use this module

• Manage customer communication in one workspace.
• Keep conversation history connected to contacts.
• Assign follow-up work instead of relying on memory.
• Support SMS, email, WhatsApp and other connected channels where enabled.

Key features

Best practices

• Keep customer-facing replies separate from internal notes.
• Create a task whenever a conversation creates an actionable commitment.
• Use clear task names such as 'Call customer about quotation'.

Tips

• Use filters to focus on unread, assigned or unresolved conversations.
• Link conversations to automation, appointments and opportunities where appropriate.

Why use this module

• Maintain one customer record.
• Search and segment contacts.
• Track communication and activity history.
• Use contact data in automation and personalization.

Key features

Best practices

• Define a data standard before importing.
• Avoid duplicate contacts and inconsistent field values.
• Use tags for classification and custom fields for structured information.

Tips

• Use required fields only where the business process truly needs them.
• Review duplicate and incomplete records regularly.

Why use this module

• Track leads from new enquiry to closed outcome.
• Give teams a visual sales process.
• Assign ownership and next actions.
• Trigger automation from opportunity changes.

Key features

Best practices

• Keep stages mutually exclusive and outcome-focused.
• Define clear entry and exit criteria for each stage.
• Use tasks and automation for follow-up.

Tips

• Use pipeline reports to identify stalled opportunities.
• Keep opportunity values and close dates accurate.

Why use this module

• Let customers self-book.
• Coordinate individual and multi-team availability.
• Support service businesses with staff, services, rooms and equipment.
• Support classes, collective meetings and rental bookings.
• Collect payment for eligible paid bookings.

Key features

Best practices

• Use a separate calendar for materially different services or availability rules.
• Use Round Robin when one of several team members can take the booking.
• Use Collective when multiple team members must attend the same meeting.
• For clinics, configure each appointment/service with the correct staff and resource requirements.
• For rentals, verify inventory and multi-day availability before publishing.

Tips

• Add buffer time to avoid back-to-back overruns.
• Use booking forms to collect required customer information.
• Test customer timezone and confirmation behavior before launch.

Why use this module

• Collect one-time and recurring payments.
• Send payment links and invoices.
• Connect payment to bookings and sales workflows.
• Track transactions and payment outcomes.

Key features

Best practices

• Test payments before production use.
• Use clear product names and pricing.
• Monitor failed payments and refunds.
• Verify tax and currency settings before sending invoices.

Tips

• Use automation to send receipts or failed-payment reminders.
• Use payment links in supported conversations, campaigns and funnels.

Why use this module

• Capture leads and enquiries.
• Collect booking or registration information.
• Run surveys and feedback programs.
• Start automation from submissions.

Key features

Best practices

• Collect only information needed for the stated purpose.
• Use clear field labels and short forms.
• Test every required field before publishing.

Tips

• Use hidden/context fields only when you understand how they are populated.
• Connect important submissions to immediate follow-up automation.

Why use this module

• Build a complete online presence.
• Create conversion-focused funnels.
• Connect pages directly to CRM data and booking.
• Publish branded content without separate systems.

Key features

Best practices

• Keep one primary conversion goal per important funnel page.
• Test forms, booking and payment before advertising the page.
• Use consistent branding and accessible content.

Tips

• Use AI Studio to generate the initial website/content draft, then refine it in the visual editor.
• Use analytics and conversion data to improve pages.

Why use this module

• Create website content faster.
• Generate page structure, copy and visual direction from a prompt.
• Create booking pages, forms and other interactive front-end experiences.
• Refine generated content conversationally instead of rebuilding from scratch.

Key features

Best practices

• Treat AI output as a draft that requires human review.
• Provide precise business facts, audience and tone in the initial prompt.
• Never publish unverified claims, pricing or policy information.
• Keep a version before major changes.

Tips

• A strong prompt should include business type, target audience, location, services, differentiators, CTA, tone and required pages.
• Use follow-up prompts for one change at a time to keep revisions controlled.

Why use this module

• Reduce repetitive manual work.
• Respond quickly to leads and customers.
• Create consistent follow-up.
• Connect forms, appointments, payments, opportunities and AI events.

Key features

Best practices

• Use clear workflow names.
• Avoid duplicate enrollment unless intentionally designed.
• Always test before production.
• Document business purpose and owner.

Tips

• Create reusable templates for common lead, appointment and post-payment processes.
• Use tasks to ensure human follow-up after automated communication.

Why use this module

• Run multi-channel campaigns.
• Segment contacts.
• Schedule content.
• Measure campaign performance.
• Connect campaigns with automation and CRM data.

Key features

Best practices

• Authenticate email sending domains before campaigns.
• Use permission-based contact lists.
• Follow channel-specific messaging and template rules.
• Test links and personalization before sending.

Tips

• Use short SMS copy and one clear action.
• Use approved WhatsApp templates for business-initiated messages where required.
• Create a content calendar for social posts.

Why use this module

• Send from a trusted business domain.
• Improve deliverability.
• Protect sender reputation.
• Support campaigns, workflows, invoices and notifications.

Key features

Best practices

• Use a dedicated sending subdomain where appropriate.
• Keep DNS records accurate.
• Do not send marketing email to contacts without appropriate permission.
• Monitor bounce and complaint rates.

Tips

• Do not include www or https when a domain field specifically requests the root domain.
• Allow DNS propagation time before assuming verification failed.

Why use this module

• Give teams a business phone number.
• Make and receive supported calls.
• Send and receive SMS/MMS.
• Connect phone activity with CRM records and automation.

Key features

Best practices

• Use a dedicated business number.
• Complete regulatory registration early.
• Document call routing and escalation rules.
• Monitor deliverability and call quality.

Tips

• Test from an external phone before launch.
• Keep business hours and holiday routing current.

Why use this module

• Meet customers in a familiar messaging channel.
• Support inbound conversations.
• Use approved templates for business-initiated messages.
• Connect WhatsApp communication to CRM workflows.

Key features

Best practices

• Use approved templates and compliant customer messaging.
• Keep business profile and message content accurate.
• Monitor delivery and template status.

Tips

• Use WhatsApp for conversational support; use templates for approved business-initiated messaging.
• Check current WhatsApp pricing before estimating campaign cost. HighLevel's current guide notes updated template-message pricing effective July 1, 2026.

Why use this module

• Increase review volume ethically.
• Monitor customer feedback.
• Identify negative experiences early.
• Improve trust and local reputation.

Key features

Best practices

• Never fabricate reviews or selectively manipulate feedback unfairly.
• Use clear consent and appropriate messaging frequency.
• Respond professionally and quickly.

Tips

• Trigger review requests after a successful service milestone.
• Use feedback to improve operations, not only ratings.

Why use this module

• Provide faster responses.
• Support customers outside business hours.
• Qualify leads automatically.
• Reduce repetitive support work while escalating complex cases.

Key features

Best practices

• Keep knowledge current.
• Define clear escalation boundaries.
• Test high-risk or sensitive scenarios before deployment.
• Monitor unanswered questions and escalation rates.

Tips

• Start with a narrow use case before expanding the agent.
• Use clear instructions and business-specific examples.

Why use this module

• Reduce manual analysis and writing.
• Summarize CRM information.
• Assist with content and operational questions.
• Help users act on CRM data faster.

Key features

Best practices

• Treat AI output as an assistant, not an authority.
• Do not provide sensitive information unnecessarily.
• Verify customer-facing content before sending.

Tips

• Give a specific goal, audience and desired format.
• Use concise prompts and refine in follow-up turns.

Why use this module

• Deliver training and onboarding.
• Create member-only content.
• Support communities and ongoing engagement.
• Connect learning with CRM communication.

Key features

Best practices

• Organize content into clear learning paths.
• Keep access rules simple and documented.
• Test the member experience using a test account.

Tips

• Use automation to send onboarding instructions after purchase.
• Review inactive learners and offer support.

Why use this module

• Reuse brand assets.
• Keep media organized.
• Avoid repeated uploads.
• Support websites, emails, social posts and other content.

Key features

Best practices

• Use descriptive file names.
• Compress large images appropriately.
• Keep only approved brand assets in shared folders.

Tips

• Create folders such as Logo, Team, Services, Products, Social and Website.
• Maintain one approved logo version for customer-facing use.

Why use this module

• Capture information not included in standard fields.
• Personalize communication.
• Filter and segment records.
• Use structured data in automation and forms.

Key features

Best practices

• Choose the correct field type at creation.
• Avoid creating multiple fields for the same information.
• Document field meaning and acceptable values.

Tips

• Use dropdowns for controlled values.
• Use custom fields for data; use tags for lightweight classification.

Why use this module

• Model business-specific entities.
• Link records to contacts and other objects.
• Store structured data beyond standard CRM records.
• Automate supported custom-object processes.

Key features

Best practices

• Design the data model before creating many objects.
• Use clear names and unique identifiers.
• Document relationships and field definitions.
• Check current feature limitations before building a customer-facing workflow.

Tips

• Good examples include Property, Vehicle, Pet, Case or Asset.
• Do not use a Custom Object when a standard Contact or Opportunity record is sufficient.

Why use this module

• Migrate existing customer data.
• Update CRM records in bulk.
• Reduce manual data entry.
• Prepare records for automation and segmentation.

Key features

Best practices

• Back up or export critical data before large imports.
• Test with a small sample first.
• Standardize phone numbers, email addresses and field values.

Tips

• Never import a full database before validating a small batch.
• Keep the original source CSV for audit purposes.

Why use this module

• Understand recurring platform costs.
• Review plan usage and add-ons.
• Identify communication-related charges.
• Maintain account payment status.

Key features

Best practices

• Review billing before major campaign or messaging launches.
• Monitor phone and WhatsApp usage because communication pricing can vary by country and usage.

Tips

• Keep billing contact information current.
• Document any plan or add-on changes for internal records.

Why use this module

• Measure business performance.
• Find bottlenecks.
• Compare time periods.
• Support management decisions.

Key features

Best practices

• Define KPIs before building reports.
• Use consistent definitions across teams.
• Validate unusual numbers against source records.

Tips

• Create a standard weekly management report.
• Compare current period with a prior comparable period.

Why use this module

• Connect external applications.
• Synchronize data.
• Extend CRM workflows.
• Automate custom integrations.

Key features

Best practices

• Use least-privilege access where supported.
• Never publish API secrets in documents, chats or source code.
• Version and document custom integrations.

Tips

• Prefer a native integration when it satisfies the requirement.
• Use webhooks for event-driven synchronization where appropriate.

Why use this module

• Extend CRM capabilities.
• Connect specialist tools.
• Add industry-specific functionality.
• Reduce custom development.

Key features

Best practices

• Install only necessary apps.
• Review permissions before approval.
• Test integrations before using them in critical workflows.

Tips

• Remove unused apps and credentials.
• Prefer verified/reputable vendors for mission-critical processes.

Why use this module

• Enable eligible new features.
• Test capabilities before broader rollout.
• Control feature availability at the account/sub-account level where supported.

Key features

Best practices

• Review official support notes before enabling a new feature.
• Test Labs features with a controlled use case.
• Document which Labs features are enabled.

Tips

• If a feature is missing from Labs, check plan, rollout status and current support documentation.

Why use this module

• Work away from the desktop.
• Respond to customers quickly.
• Manage appointments and follow-ups on the go.
• Keep sales/support activity moving.

Key features

Best practices

• Use strong account security and device lock.
• Do not share login credentials.
• Keep the app and operating system updated.

Tips

• Use mobile for urgent actions; use desktop for complex configuration.
• Check notification settings if alerts are missed.