CRM Account Setup - Onboarding Team

# CRM Account Setup - Onboarding Team
 
CRM Account Setup - Onboarding Team
CRM Account Setup – Onboarding Team SOP
Purpose
To standardize CRM (GHL) account setup for new clients, ensuring phone systems, automations, calendars, funnels, and custom values are fully configured, personalized, and validated before handoff.
Applies To
Onboarding Team
Automation Specialists
CRM / GHL Admins
Primary Tools
GoHighLevel (GHL)
Hubtasks
Client Intake / New Client Doc
Google Business Profile (GMB)
 
## Step 1
 Phone System Setup
1.1 Configure Phone Settings
Open the client’s GHL account
Go to Settings → Phone Numbers
Complete phone setup using:
EIN
Legal Business Name
Verify all details against the New Client Doc
1.2 Submit A2P Registration
Submit A2P Brand Registration
Use Childcare A2P Templates
Submit A2P Campaign Registration
Use the same templates
Confirm submission status is documented
1.3 Purchase Phone Number
Purchase a phone number with:
Same area code as the school location
Assign the number to:
Inbound calls
SMS automations (if applicable)
 
## Step 2
 External Automation Configuration
2.1 Enable Voice Call Transcripts
Go to Settings → Phone Numbers
Select the active phone number
Click Advanced Settings
Under Voice Calls:
Enable Voice Call Transcripts
Save changes
 
## Step 3
 Automation Personalization
3.1 Upload GMB Image
Obtain the client’s Google Business Profile (GMB) image
Upload the image to:
Tour Scheduled – Confirmation Text automation
3.2 Validate Automations
Review all automations for:
Correct custom values
Valid links
Correct triggers
Confirm:
No broken URLs
No placeholder variables remain
Document completion
 
## Step 4
 Calendar Configuration
4.1 Activate Calendars
Activate the following calendars:
Appointment
Reschedule
Callback
4.2 Configure Staff Availability
Open Calendar Settings
For each staff member:
Update timezone to match the client location
Set availability based on the Client Intake Doc
4.3 Sync Public Holiday Calendars
Add a holiday calendar as a conflict:
US clients: US – Public Holidays
Canada clients: Canada – Public Holidays
Verify holidays block booking availability
 
## Step 5
 Funnel Setup
5.6 Document Funnel URLs
Copy all funnel URLs
Paste them into the client’s Hubtasks task under:
Funnel URL
 
## Step 6
 Custom Values & Forms
6.1 Populate Custom Values
Navigate to Custom Values
Complete all required fields
Verify values populate correctly in:
Automations
Funnels
Messages
6.2 Appointment Status Form
Set up the Appointment Status Form
Confirm submission routing is correct
6.3 Google Review Link (Optional)
Generate a Google Review link using:
heroesofdigital.com/tools/google-review-link-gene...
Add the link to the appropriate Custom Value
Verify the link opens correctly
 
## Step 7
 Final Quality Check
Confirm phone number is active and compliant
Confirm A2P submissions are completed
Test automations for proper firing
Verify calendars respect availability and holidays
Confirm funnels are branded, functional, and linked
Ensure all URLs are documented in ClickUp
 
## Step 8
 Support Ticket Submission
For any support requests or issues, submit a ticket via the following link: Support Ticket Link
 
## Step 9
 Support Ticket Submission
For any support requests or issues, submit a ticket via the following link: Support Ticket Link
 
## Step 10
 Completion
Update the client’s Hubtasks task status to CRM Setup Complete
Flag any blockers or exceptions immediately
 
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