Systems and Tools
Every system used daily. Verify relevant systems with your manager; not every tool listed applies to every assignment.
GoHighLevel (GHL): primary CRM
All prospecting activity happens inside GHL only. Every call with a lead must be recorded and uploaded to GHL. This is the single source of truth for lead management, pipeline tracking, communications, and reporting.
Core daily operations:
- Calendar availability: keep it updated so leads can book you.
- Manual and power dial: built-in dialer for outbound; power dial for bulk outreach.
- Email / SMS: all outbound lead communication goes through GHL.
- Pipeline drag-and-drop: move leads through stages in the pipeline view.
- Smart lists and bulk messages: segment leads, send bulk campaigns.
- Scheduling from contact: book follow-ups directly from the contact record.
Pipeline stages
| Stage | Who is in it | Move to next when |
|---|---|---|
| New Lead | Entered via social, ads, webinar, or organic; not yet contacted | First outreach attempt made (call, email, SMS) |
| 1st Attempt | Contacted once, no response yet | Lead responds, or second attempt scheduled |
| 2nd Attempt | Contacted multiple times, no two-way conversation yet | Lead responds or shows any interest |
| Made Contact | In a two-way conversation, aware of the offer | Genuine interest shown, pain point identified, follow-up in motion |
| High Priority | High likelihood of closing: urgency, interest, fit | Confirmed intent to enroll, final decision in a short timeframe |
| Waiting on Payment | Verbally committed, finalizing payment | Payment submitted and processed |
| Closed Won | Enrolled and paid | Handed off to onboarding |
| Closed Lost | Declined or unresponsive after full follow-up | Manager reviewed and approved close-out |
NOTE FOR REVIEW: this stage set differs from the stage names in call-process (Opt-In FB Form, Contacted, Application Filled Out, In Financing, …). Likely different pipelines or different eras. Confirm against the live GHL setup; see CURATION-DECISIONS.md item 13.
Appointment and call recording
- Schedule using your designated Booking Link from the official calendar. Never Google Calendar invites or custom links for lead calls. For ad hoc calls, use the Ad Hoc Booking Link.
- Conduct the call via Zoom with your approved company background.
- After the call, upload the Zoom recording to the lead’s contact record in GHL.
- Update the pipeline stage and add notes to the contact record.
- Update the appointment status (completed, no-show, rescheduled).
GSuite
Your Rebecca Zung domain email is the ONLY authorized email for outbound communication with leads and prospects. Never use personal email accounts. Link your Google Calendar to GHL for scheduling.
Slack
Primary internal communication. Desktop and mobile, responsive during working hours.
- #end-of-day-reports: mandatory daily EOD report: calls, outcomes, pipeline movement, key metrics, blockers.
- Sales team channels: announcements, questions, collaboration. Keep it relevant, tag as needed.
Zoom
All team and prospect calls run on Zoom, with your approved company background. Recording on for every lead call (see compliance page for the required disclosure).
Aloware: calling and messaging platform
Aloware centralizes inbound and outbound calls, SMS, voicemail and the Power Dialer, and syncs communication logs into GHL. Access: talk.aloware.com (preferred), desktop and mobile apps, and the Click-to-Call Chrome extension for dialing from GHL.
- Team Inbox: personal inbox for your line, shared inbox for group numbers. Internal notes via teammate tagging (invisible to clients). Side panel shows contact details, time zone, number type, quick actions (call, SMS, block, DNC, reminder, sequence) and AI insights.
- Contact management: filter by owner, state, time zone; import via CSV; build public or personal lists for Power Dialer sessions.
- Power Dialer (primarily setters): pick a list, choose the outgoing line (Local Presence recommended), attach a call script, set redial attempts (for example 3), enable Force SMS for unanswered calls, add voicemail drops. After each call: set the call disposition, tag the contact, save notes. DND requests get marked Do Not Contact immediately.
- SMS templates and voicemail drops: Settings > SMS Templates; dynamic variables like {first_name}.
- Calendar: reminders, callbacks, follow-ups, manual or sequence-driven.
- Reporting: Stats and Wallboard for analytics.
Payment processors on file
Stripe (primary), NMI (secondary), PayPal, Klarna (installments), Shop Pay, wire (JP Morgan Chase), Zelle, Venmo. Checkout links live in payments-and-checkout.
Other tools
Fathom (call recording/AI notes), Get Revio, snipping/screenshot tools, Dateful time zone converter. Details per tool are in the raw staging captures if needed.