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GHL Account Operations — Cross-Training Manual

The consolidated manual for the 12 GHL cross-training Looms Sean recorded Oct 2025 – Jun 2026. Purpose (from the #cross-training channel banner): teach anyone on the team how to do something if the main person can't get to it in time. Every procedure links its source Loom — when steps are ambiguous, watch the video.

Four sections: Lead Flow & Forms, Communications, Booking & Calendars, Sub-Account Setup.

A. Lead Flow & Forms

A1. Fix a Facebook form connection (client says "no leads coming in")

📹 Watch: https://www.loom.com/share/3e49846d910041168c755de87c9c8658

If someone makes a new lead form and leads aren't arriving, the mapping is blank. Two-part fix:

  1. Go to the client's sub-account → Settings → scroll to Integrations → Facebook Form Field Mapping.
  2. Open the new form. If the mapping is blank, copy the pattern from a previous form on the same account (e.g., search "homeowner" and match what the older form used).
  3. Part 2: go to Automations → the first workflow (labeled [Company initials] W1) → click the trigger at the top → confirm every lead form is selected (a newly created form won't be included until it is). Save both levels.
  4. Recovering missed leads: download the leads CSV from Facebook → Contacts → Import → map name, email, phone, zip. (Sean planned a separate video for this; the import screens are self-explanatory.)

A2. Add a custom lead form question and map the answer

📹 Watch: https://www.loom.com/share/90cfa4bec62f44e2abda31450ab20efe

For when we (or the client) want a new question on the lead form — three phases, and phase 3 is the one people miss:

  1. Create the custom field: Settings → Custom Fields → Create Field → type = single line (right 9 times out of 10 for Instant Form questions) → add to Contact → field name short and searchable (e.g., Callback Request) → folder = Contact.
  2. Map it: Settings → Integrations → Facebook Form Field Mapping → open the form → map the new question to the new field. If the field doesn't appear in search, wait/refresh — it lags.
  3. Surface it to the setter: Automations → Workflow 1 → update both setter notifications (the internal notification and the email version) to include the new field. Copy the edited block from one into the other so they match.

TIP

The rule behind phase 3: collecting data nobody sees is pure friction. A mapped answer that never reaches the setter notification may as well not exist.

B. Communications

B1. Route inbound calls to the right setter

📹 Watch: https://www.loom.com/share/3370a7437cb3482aadc05812ecc1581f

  1. Sub-account → Settings → Phone Numbers (usually one number; if two, repeat).
  2. Three dots → Edit Configuration → set call forwarding to the setter on the account. Multiple setters can cascade (rings one, then the next).
  3. Standards to verify while you're in there: call recording ON, recording message = just a period (.), whisper message = company name + lead name (so the setter hears who's calling about what before connecting).

B2. Assign / reassign a setter on an account

📹 Watch: https://www.loom.com/share/0cdc4799f03f4d0ba370fa30c965bab8

  1. Open the account's first workflow ("Add Form Submitted" — standard across accounts).
  2. Change the Assigned User to the new setter.
  3. That's it — lead emails and phone notifications follow the assigned user automatically.

B3. Edit, delete, or change snippets (text + email templates)

📹 Watch: https://www.loom.com/share/a9d784616251435ca509d9f9f0c620d7

  1. Sub-account → Conversations tab → Snippets.
  2. Edit via the three dots at the end of a snippet (e.g., hard-code the setter's name so it's always right).
  3. Deleting: delete the snippet AND its folder — removing all HVAC snippets still leaves an empty HVAC folder behind.

B4. B2C text snippets — how they're organized, one manual gotcha

📹 Watch: https://www.loom.com/share/f05fa80dacae4914ad0ab33686547e2c

B5. Client + lead group chat (appointment-setting strategy)

📹 Watch: https://www.loom.com/share/195b49ca1a7f42479c619e10a422a4c8

Purpose: get the business owner in direct contact with the homeowner after booking. Fully manual — no automations work with group chats.

  1. On the phone, tell the homeowner: "we're going to put you in a group chat with the [HVAC/window] specialist." (Booked by text → no announcement needed.)
  2. Conversations → new message → group message → select the account's number + the "[Company] group chat" number + one more participant (specialist / agency number) → Create group (it exists before any text is sent — that matters for the next step).
  3. Open a single conversation to access Insert Snippet → Group Chat snippet → copy it → paste into the group chat.
  4. Manually swap every placeholder (homeowner name, setter name, specialist first name) before sending — see B4.

B6. Signal House — the new phone provider (future sub-accounts)

📹 Watch: https://www.loom.com/share/372a45dce4be40918abc60072a0b16fc

We're transitioning future sub-accounts to Signal House. What changes:

C. Booking & Calendars

C1. Edit a client's booking calendar (booking rules, date range)

📹 Watch: https://www.loom.com/share/d95e9908dcf04d7eabbc6fb10d7229b9

  1. Calendars → Calendar Settings → find the calendar with the company name on it (the homeowner-facing "Schedule Your Estimate" one — accounts can be messy, ignore the rest).
  2. Pencil icon → Edit Calendar → Availability: - Booking rules = how soon a homeowner can book (24-hour minimum notice is Sean's baseline — don't be tighter). - Date range = how far out they can book (days or weeks; ~14 days; be consistent).
  3. Save, then use the preview button to see the live slot view.

C2. Fix the booking button (wrong niche in button text)

📹 Watch: https://www.loom.com/share/496d721242ef451d9fd9e7c747532ab1

Symptom: an HVAC client's booking page says "Schedule my window and door quote" — a template artifact. Two-part fix:

  1. Sub-account → Calendars → settings → the homeowner-facing calendar → pencil → Customizations → change the button text to "Schedule my free estimate!" — niche-neutral, so it can never mismatch again. Save.
  2. Funnels → the main funnel → the Schedule Now page → open the editor → change nothing → hit Publish. Republishing is what pushes the calendar change live.
  3. Refresh the live page to confirm (can take a moment).

D. Sub-Account Setup

D1. Add a user to a new sub-account

📹 Watch: https://www.loom.com/share/dca17919e8df4a038e94b64b392cea33

Requires admin access. Common miss: doing this from inside the sub-account.

  1. Go to the agency level (you're there when there's no "back" button).
  2. Settings → Team → find the person → pencil icon → Roles & Permissions.
  3. Add the sub-account(s) they need. Done.

D2. Connect a domain to a new sub-account (post-onboarding-call step)

📹 Watch: https://www.loom.com/share/b94f81b3ce8d4fdabc8aaf9de0757676

Context: we keep spare pre-registered accounts so a new client isn't blocked on A2P registration (A2P = the registration required to send texts).

  1. Check the spare account's A2P status: "Active A2P" = ready to use; "untested" = exists but no number registered yet.
  2. Rename the Business Portfolio to the client's company name — that's all Mohamed needs to find the right account for setup. Skip the address.
  3. Settings → Domains & Redirects → Connect a Domain (first option) → paste the pre-written subdomain (pattern: [companyname].directestimatepro.com — the exact string is posted in Discord).
  4. Continue through the GoDaddy connect flow (it authenticates via the logged-in GoDaddy account) → connect → close.
  5. If the site is already built, select its page; if nothing's there yet, Proceed to finish — Mohamed attaches it during website setup.
  6. Facebook page selection (if FB is already integrated): Settings → Integrations tab → Facebook. (Sean usually handles this part.)
Updated 2026-07-07 · Click any Copy button to grab the exact text.