Feature documentation tells you what a screen does. This section tells you what to do, in what order, and how to know it worked.
Written for our team taking a client live. Pages are ordered — work through them top to bottom rather than dipping in.
🧭 Start here#
Take a Client Live
The main runbook. Eight steps from connecting GoHighLevel to a proving call, with a check at every step.
Dispositions & Pipeline Mapping
The naming rule that decides whether leads move automatically. The most common silent failure in setup.
Inbound Calls & Texting
Where callbacks land, how an AI agent answers, and getting texting registered and routed.
Rep Guide
One page to hand the client's reps before their first shift.
Troubleshooting
Organised by what the customer says, because that is what arrives on a ticket.
⏱️ How long it takes#
| Phase | Time | Can it run in parallel? |
|---|---|---|
| Number registration (A2P 10DLC) | Carrier-dependent, unpredictable | Start this first — everything else can happen while you wait. Check the status rather than assuming a date |
| GoHighLevel connection | 10 minutes | Yes |
| Dispositions and pipeline | 20 minutes | Yes |
| Lists and rep accounts | 15 minutes | Yes |
| Inbound and texting setup | 20 minutes | Yes |
| The proving call | 15 minutes | No — do it last |
Number registration is the only thing that can delay a go-live date. Start it the day the client signs, not the day before they want to dial.
✅ Before you hand over#
Do not consider a client live until every one of these is true.
A real call connected, both ways
You dialed a number you control from the client's list and it connected. An inbound call to their main number reached the intended destination.
A real appointment booked and confirmed
Booked from the call screen, showed Confirmed by GoHighLevel, and you verified it in GoHighLevel on the right calendar at the right time.
The booked lead moved and left the list
They are in the Appointment Set stage and are no longer eligible for redial.
A text sent and a reply came back
Sent from the dialer, arrived on a real phone, and your reply appeared against the right contact.
Every rep can log in and shows Ready
Own account each, correct role, headset tested.
They have the rep guide
And they understand the two things that matter: only Confirmed means an appointment exists, and leads in Callbacks are real people who picked up.
🤝 What to tell the client on handover#
Three sentences that prevent most support tickets:
Hard refresh at the start of each day
Cmd/Ctrl + Shift + R. Updates ship often and this puts them on the current version.
Only 'Confirmed by GoHighLevel' means an appointment exists
Anything else needs a human to check. Never rebook on a guess.
Callbacks are real pickups
A lead who answered while a rep was busy is waiting there. They must be called back.