How to Automate Customer Follow-Ups with GoHighLevel (SMS, Email & Calls)

Customer follow-ups are key to increasing conversions, improving retention, and closing more sales. However, manually sending emails, SMS messages, and making calls can be time-consuming and inefficient. That’s where GoHighLevel comes in.

GoHighLevel is an all-in-one automation platform that helps businesses automate follow-ups across multiple channels, ensuring no lead or customer slips through the cracks. In this guide, we’ll break down how to set up automated follow-ups using SMS, email, and calls in GoHighLevel so you can streamline your customer communication and scale efficiently.

 

Why Automate Customer Follow-Ups?

Manually following up with leads and customers takes too much time and often leads to inconsistent messaging and missed opportunities. With automation, you can:

• Increase response rates by following up at the right time.
• Save time by eliminating repetitive manual outreach.
• Improve customer experience with consistent and timely messaging.
• Close more deals by nurturing leads through automated sequences.

 

Watch our GoHighLevel tutorial here:

 

Step 1: Understanding Workflows in GoHighLevel

Workflows in GoHighLevel operate on if-then statements, meaning that if a specific action happens, a sequence of automated follow-ups will be triggered. Go to the ‘Workflows’ tab in GoHighLevel.

1. Create a new workflow and define the sequence of actions.
2. Choose the primary trigger that starts the workflow (e.g., form submission, booked appointment, or an added tag).
3. Map out the automated actions that follow the trigger.

 If you haven’t signed up with GoHigh Level, you can sign up below. 

 

Step 2: Setting Up Triggers for Follow-Ups

A workflow begins with a trigger, which is the action that initiates automated follow-ups.

1. Choose a trigger type:
   • Form submission – When a customer fills out a lead form.
   • Appointment booking – When a new consultation or sales call is scheduled.
   • Phone calls initiated – When a customer calls your business.
   • Tag added – When a lead is tagged for follow-up.
2. Set up multiple triggers to cover different entry points.
3. Customize trigger conditions to define when the automation should run.

Pro Tip: Use lead scoring to prioritize high-intent leads within your workflows.

 

Step 3: Automating SMS Follow-Ups

Text messages have an open rate of over 90%, making SMS one of the most effective follow-up methods.

1. 1. After a trigger event, add an SMS action to your workflow.
   2. Write your SMS message – Keep it short, engaging, and personalized. Example:

• “Hey [First Name], thanks for checking out [Your Business]! Let me know if you have any questions. We’re here to help! – [Your Name]”

1. Set a delay between messages – If the lead doesn’t respond, follow up in 24 hours, 3 days, or 1 week.
2. Use AI-powered responses to handle basic customer inquiries automatically.

 

Step 4: Automating Email Follow-Ups

Email follow-ups help nurture leads and provide more detailed information.

1. 1. Add an email action to the workflow after the initial SMS follow-up.
   2. Write engaging emails with a clear call-to-action (CTA). Example:
   3. Subject: Quick Question, [First Name]?

• “Hey [First Name], I noticed you were interested in [Your Offer]. I’d love to help! Let me know if you have any questions. Click here to schedule a quick chat: [Booking Link].”

1. Set conditions for follow-ups – If the lead does not open the first email, send a second follow-up with a different subject line.
2. Use A/B testing to analyze performance and refine your messaging.

 

Step 5: Automating Follow-Up Calls

If you run a high-ticket business, calls are the best way to close leads. GoHighLevel makes it easy to automate this process.

1. Integrate Twilio to enable automated calling.
2. Add a call action in the workflow after an SMS or email sequence.
3. Use voicemail drops – If the lead doesn’t pick up, GoHighLevel can leave a pre-recorded voicemail with a callback request.
4. Monitor call performance – Use GoHighLevel’s reporting dashboard to track call success rates and conversions.

Pro Tip: Pre-qualify leads with AI-based questionnaires before scheduling calls.

 

Step 6: Using Conditional Logic to Optimize Follow-Ups

Conditional logic helps create dynamic workflows that respond to lead behavior.

1. Set up conditions to create different branches in the workflow.
   • Example: If a lead opens an email but doesn’t reply, trigger an SMS follow-up.
   • If a lead does not engage after three attempts, move them to a different nurture sequence.
2. Use different response paths to optimize conversion rates.
3. Refine the customer journey by analyzing behavior-based automation.

 

Step 7: Testing and Publishing Your Workflow

Before publishing, it’s crucial to test the automation to ensure it works as expected.

1. Use GoHighLevel’s workflow testing tool to check sequences before launching.
2. Simulate customer actions to verify the correct messages are sent at the right times.
3. Adjust any delays or conditions based on test results.
4. Publish the workflow once all tests pass successfully.

 

Step 8: Tracking Performance and Optimizing Follow-Ups

Once your automation is live, monitor its performance to improve results.

1. Use GoHighLevel’s reporting tools to track email delivery, open rates, clicks, replies, and bounces.
2. Analyze SMS response rates to tweak messaging and timing.
3. Monitor call performance to identify trends and improve conversion strategies.
4. Optimize workflows regularly by adjusting triggers, delays, and follow-up sequences based on real-time data.

 

Final Thoughts: Start Automating Your Follow-Ups Today

Automating customer follow-ups with GoHighLevel helps you save time, increase conversions, and improve customer relationships. Whether you’re using SMS, email, or calls, a well-structured follow-up system ensures no lead falls through the cracks.

• Set up workflows using triggers and automation.
• Use conditional logic for smarter follow-ups.
• Monitor, optimize, and refine based on data.