System Guide

The call disposition system is the core of how this snapshot handles what happens after a lead is first contacted. Rather than relying on the team to remember the next step for every possible outcome, the system automates the follow-up based on what actually happened on the call.

The person working the leads applies a single label — the disposition — and the right workflow fires automatically. One decision. Zero dropped leads.

This chapter covers how leads enter the system, how the first contact attempt is handled, and what each disposition outcome triggers.

Leads come in through two entry points, each with its own dedicated workflow in Series 1:

Both entry points do the same job: capture the lead, add them to the CRM, and trigger the initial outreach sequence to get someone on a call with them. The difference is simply the source of the lead.

Every workflow in Series 1 and 2 comes in two versions: A and B. This is not A/B testing. The two versions exist because the team may call leads in one of two ways, and each method requires a different trigger mechanism.

When a team member calls a lead using the built-in dialer inside GoHighLevel, the dialer window shows a set of outcome buttons at the end of the call — Not Answered, Voicemail, Requested Appointment, and so on. Clicking one of these buttons automatically triggers the corresponding Series 2 disposition workflow. No manual steps required beyond the click.

When a team member calls from their own mobile or landline, they never see the GHL dialer interface — so the dialer outcome buttons are not available. To trigger the same automation, they must open the contact record in GHL and manually apply the corresponding tag.

The tag fires the same Series 2 workflow that the dialer button would have triggered. The outcome is identical — only the trigger mechanism differs.

Once the first call attempt has been made and the outcome recorded — via dialer button or manual tag — one of five Series 2 workflows fires. Each disposition has a defined next action. Nothing is left to chance or memory.

The practical effect of this system is that the team has exactly one decision to make after every call: which disposition applies? Once that decision is made — by clicking a dialer button or applying a tag — the CRM takes over completely.

• The right people get the right follow-up automatically
• Nothing falls through the cracks between call attempts
• The team's time is spent on conversations, not admin
• Every lead has a defined next step, regardless of the call outcome

Pipelines are the visual tracking layer inside GoHighLevel. They show where every contact sits in the journey at any given moment — from the first moment a lead enters the system through to becoming a paying client completing a programme.

There are 4 pipelines in this snapshot, each covering a distinct phase. A contact moves from one pipeline to the next as they progress — they are not all used simultaneously. Think of them as chapters in the client journey, not parallel tracks.

This is where every new lead lands and where the sales process plays out. A contact enters at New Lead and ideally exits at Client/Sold — or gets moved to Nurture if they are not ready to buy.

Once a contact is marked as Client/Sold in Pipeline 1, they move here. Pipeline 2 tracks whether the onboarding appointment actually happens — and handles the outcomes if it does not.

This pipeline tracks active clients week by week through the 6-week programme. It gives the team instant visibility of where every client is in their journey and whether anyone is falling behind.

The simplest pipeline in the snapshot — a single stage used to track ongoing members after they have completed the 6-week programme. It acts as a membership roster rather than a journey tracker.

A contact reaches this pipeline after completing Pipeline 3. At this point they are a retained client and may be offered ongoing sessions via the service booking calendars.

The four pipelines form a linear progression. A contact should move through them in order — though not every contact will reach all four stages.

The onboarding phase begins the moment a lead agrees to book a call and ends when they either complete the onboarding session (becoming a confirmed client) or fail to show up. There are two workflows and one dedicated calendar covering this phase.

This workflow fires as soon as the onboarding appointment is booked. Its job is to reduce no-shows by keeping the client informed and reminded about their upcoming session.

If a client books an onboarding session and does not attend, Workflow 3.3 handles the follow-up. The contact is moved to the No Show stage in Pipeline 2 and a re-engagement sequence fires.

The Onboarding Session calendar is the only calendar in the snapshot wired specifically into the sales and onboarding flow. It is a Round Robin calendar — meaning appointments are distributed across available team members based on availability.

The 6 Weeks Program is the core service delivery phase. Once a client completes onboarding, they enter this phase and the CRM tracks their week-by-week progress through Pipeline 3 while Workflow 5.1 handles the automated touchpoints throughout.

The combination of the pipeline (visibility) and the workflow (automation) means the team always knows where every client is, and every client receives the right communication at the right time — without the team having to remember to send anything manually.

Workflow 5.1 is the automation backbone of the 6-week programme. It runs alongside the client's progression through Pipeline 3, firing communications and check-ins at each stage of the journey.

Pipeline 3 has 8 stages — one holding stage, six weekly stages, and a completion stage. Each stage represents a distinct week of the client's programme.

Not every lead is ready to buy when first contacted. The Nurture path exists for leads who fall into the Nurture disposition after a call — meaning they expressed some level of interest but were not ready to commit.

These contacts are worth keeping. Rather than letting them go cold, the system moves them into a long-term sequence that stays in touch over time — so when they are ready to re-engage, the business is already top of mind.

Workflow 4.1 is a long-form nurture sequence designed to stay in contact with leads over an extended period — weeks or months — without being intrusive. The goal is to maintain a relationship until the lead is ready to re-enter the sales conversation.

Workflow 6.1 is the final automated touchpoint in the client lifecycle. It fires when a new sale is confirmed — the trigger being the contact moving into the Client/Sold stage in Pipeline 1, or completing the programme in Pipeline 3.

There are 7 calendars in this snapshot. They split into two categories: one calendar that is integral to the sales and onboarding flow, and six service booking calendars for class and session bookings by active members.

Covered in detail in Chapter 3. This calendar is the booking entry point for prospects who have agreed to an onboarding call. It is a Round Robin calendar that distributes appointments based on team availability.

These six calendars are for ongoing class and session bookings by active clients and members. All are 60-minute service booking calendars with 15-minute slot intervals — meaning a new slot opens every 15 minutes, but each booking lasts one hour.

There are 6 email templates in this snapshot, all built using the GHL email builder (not plain text). They are fitness-themed and match the six service booking calendars — one template per service type.

These templates are currently snapshot placeholders. The design structure and layout are in place, but the copy, branding, and imagery need to be updated to reflect the client's actual business before they can be used in live campaigns or workflows.

• Replace placeholder images with the client's actual photography
• Update copy to match the client's voice and service descriptions
• Apply brand colours and fonts consistently across all 6 templates
• Add the client's logo, contact details, and social links
• Review and update the footer with correct unsubscribe and address information
• Test each template across email clients before linking to any workflow

Workflow 3.1 — Pre-Call Prep runs automatically from the moment a prospect books their onboarding call through to the moment the call begins. Its job is simple: make sure they show up, and make sure they arrive warm.

The gap between booking and the call is where most no-shows happen. Uncertainty, second-guessing, and forgetting are all preventable. This workflow removes all three by keeping the prospect informed, engaged, and reminded at exactly the right intervals.

Triggered automatically when an appointment is confirmed in the Onboarding Session calendar.

Previously your system sent a calendar confirmation and a reminder. This workflow adds a personal check-in email between booking and call day, plus a same-day SMS — the single highest-impact touchpoint for show rates.

The workflow resets automatically based on the new appointment time. Steps 3 and 4 (the reminders) fire relative to the new date. Steps 1 and 2 do not repeat — they have already done their job.

The workflow stops immediately. The contact is moved back to the Interested stage in Pipeline 1 and a task is created for your team to follow up manually. No automated messages continue after a cancellation.

Workflow ends. The contact moves to Confirmed Client in Pipeline 2 and the programme delivery sequence (Workflow 5.1) takes over.

Workflow 5.1 — 6 Weeks Program is the backbone of the client experience. It runs from the moment a client is confirmed through to the day they complete the programme — 6 weeks of automated touchpoints, weekly pipeline updates, and a structured path to the review and referral request at the end.

This is not just an admin workflow. Every message it sends shapes how your client feels about their progress, their commitment, and your business. A client who receives consistent, well-timed check-ins throughout the programme is far more likely to complete, refer, and leave a review than one who goes 6 weeks without hearing from you between sessions.

Triggered automatically when a contact moves to Confirmed Client in Pipeline 2 — meaning the onboarding call was completed successfully.

The workflow runs 13 automated touchpoints across 7 phases. Each phase opens with an email and includes a mid-week SMS check-in. The pipeline stage in Pipeline 3 advances automatically at the start of each week.

13 automated touchpoints total — 7 emails, 6 SMS — over 42 days.

If a client shows no engagement — no email opens, no SMS replies, no session bookings — for 10 or more consecutive days during the programme, your team receives an internal notification. This is a leading indicator of churn. The system flags it early enough for a personal outreach to make a difference.

Client reaches Completed in Pipeline 3. The workflow ends, Workflow 6.1 (Review Request) fires immediately, and Workflow 6.2 (Referral Request) fires 2–3 days later. The client moves to Pipeline 4.

The workflow stops immediately. No further programme messages are sent. The contact is flagged in the CRM for your team to handle personally.

Workflow 7.1 — Post-Program Retention activates the moment a client completes the programme and enters Pipeline 4. It runs for 30 days with a single goal: keep the momentum going and turn a programme graduate into an ongoing member.

The period immediately after a structured programme ends is the highest drop-off risk in any fitness business. The structure is gone, the weekly touchpoints have stopped, and without a bridge the client drifts. This workflow is that bridge.

Triggered automatically when a contact moves to New Member in Pipeline 4.

The workflow exits immediately. The client is active — no further retention messages are needed. They remain in Pipeline 4 as an ongoing member.

The contact is tagged as Inactive Member and handed over to Workflow 7.2 (Cold Member Re-Engagement), which takes a different approach for contacts who have gone quiet.

Workflow 6.2 — Referral Request fires in the window immediately after programme completion — 2 to 3 days after the review request — and asks one simple question: does your client know someone who would benefit from the same journey they just completed?

Fitness clients refer at a high rate when asked at the right moment, in the right way. The right moment is immediately post-completion, when results are tangible and satisfaction is at its peak. Most businesses miss this window entirely because they never ask systematically. This workflow makes it automatic.

Triggered when a contact moves to Completed in Pipeline 3, with a 2–3 day delay so it follows — rather than overlaps with — the review request in Workflow 6.1.

Workflow 7.2 — Cold Member Re-Engagement runs for members who completed the programme, received the 30-day retention sequence, and still have not booked any ongoing sessions. At 60 days of inactivity, it makes one final structured attempt to bring them back — before they go permanently cold.

These contacts have not formally left. They have just gone quiet. The window to re-engage them is finite, and the approach needs to be different from the retention sequence that preceded it — less frequent, more direct, and with a clear endpoint.

Triggered when a contact receives the Inactive Member tag at the end of Workflow 7.1 — meaning they completed the programme but have not booked any sessions within 30 days of completing.

The workflow exits immediately. The contact returns to active member status in Pipeline 4. The re-engagement sequence stops.

Do Not Disturb is activated. The contact is removed from all non-essential sequences and their preference is recorded in the CRM. They will not receive further marketing unless they explicitly re-engage in the future.

The workflow ends. The contact is tagged as Cold Member and exits all active automation. They remain in the CRM for historical records and can be re-enrolled manually if they ever make contact again.

SMS is used throughout your system for moments where immediacy and brevity matter more than depth. It is not a replacement for email — email handles detailed content, programme information, and anything that needs more than two sentences. SMS is for reminders, accountability check-ins, and personal-feeling touchpoints that need to be read within minutes, not hours.

In a fitness context, SMS open rates consistently run above 90% within three minutes of delivery. Email open rates, even for well-managed lists, typically sit between 30–40%. SMS is used selectively in your system precisely because it works — and overusing it would erode that advantage.

• Every SMS reads like a message from a person — not a broadcast from a system
• No SMS contains more than 2–3 sentences — longer content goes by email
• Each SMS has one action or one question — never both
• No contact receives more than 1–2 SMS per week across all active workflows

A contact who moves through the entire journey — from first lead to completed member — receives approximately 14–16 SMS messages in total. Spread across the full lifecycle, this averages out to roughly one SMS per week during active phases, tapering off post-programme. Well-calibrated for a fitness context: present without being intrusive.