Getting Started & General Platform
What is HighLevel in simple terms?
HighLevel is an all-in-one marketing and sales platform that combines over 20 different tools into a single system. It lets you build websites, capture leads, run email and SMS marketing, manage your customer pipeline, book appointments, and more, all without needing multiple subscriptions.
Is the 14-day trial completely free?
Yes, you’ll unlock full access to every feature, including pro-level tools and payment areas. Experience the platform exactly as a paid user would — all features, no limits, no obligations.
I'm not tech-savvy. Is HighLevel too complicated for me?
While it's a powerful platform, it's designed for users of all skill levels. It uses drag-and-drop builders and provides pre-built templates (Snapshots) to get you started quickly. There is a learning curve for advanced features, but extensive training and support are available.
What's the real difference between the Pro and Agency plans?
The Pro Plan is for a single business to run its own marketing. The Agency Plan allows you to manage multiple clients under one account, with each client in their own separate "sub-account." The Agency plan also includes white-labeling, meaning you can put your own brand on the platform for your clients.
Can I use HighLevel for a local business like a restaurant or a gym?
Absolutely. It's perfect for local businesses. You can create a website, take online bookings, collect customer reviews, and run SMS campaigns to your local customer base, all from one place.
What happens if I need to cancel?
You can cancel your subscription at any time from your billing settings. There are no long-term contracts, so you won't be charged after your billing cycle ends.
Is there a mobile app?
Yes, HighLevel has mobile apps for both iOS and Android that allow you to manage your contacts, pipeline, and communications on the go.
Website & Funnel Builder
Can I build a full website, or just landing pages?
You can build complete, multi-page websites with navigation menus, just like you would with WordPress or Squarespace, in addition to single-purpose landing pages.
Do I need to buy hosting separately?
No. HighLevel includes fast, secure hosting for every website and funnel you build on the platform.
Are the websites mobile-friendly?
Yes, every template and every element you add is automatically optimized to look and work perfectly on desktops, tablets, and mobile phones.
What is a "Funnel" and why do I need one?
A funnel is a guided path designed to achieve a specific goal. For example, a "Sales Funnel" might lead a visitor through a video, an offer, and a checkout page. It's more focused than a general website and is designed to maximize conversions.
Can I use my own custom domain (e.g., mybusiness.com)?
Yes, you can easily connect your existing domain to any website or funnel you build in HighLevel.
Can I add custom code or embed third-party widgets?
Yes, there is an "HTML/Embed" element that allows you to add custom code, JavaScript, or embed things like Google Maps or calendars.
What is a "Website Snapshot"?
A Snapshot is a pre-built, ready-to-use website template that includes not just the design, but also connected forms, automations, and funnels. It's the fastest way to get a complete marketing system up and running.
CRM, Pipelines & Contacts
What is the HighLevel CRM?
It's a visual system where you can track your leads and customers as they move through your sales process. You see each person as a "card" that you drag and drop through stages like "New Lead," "Contacted," and "Closed Won."
Can I customize the stages of my sales pipeline?
Yes, you can fully customize the pipeline stages to match your unique sales process.
How do I import my existing contacts?
You can import contacts in bulk using a CSV file. The system will guide you through mapping your CSV columns to fields in the CRM.
What are "Tags" and how should I use them?
Tags are labels you attach to contacts to categorize them. You can tag someone as "Webinar Attendee" or "High Value Customer," and then use those tags to trigger specific automations or send targeted messages.
What is "Lead Scoring"?
Lead Scoring automatically assigns points to a contact based on their actions (e.g., +10 for visiting your pricing page, +5 for opening an email). This helps you identify the hottest leads that are most ready to buy.
Can my team use the CRM together?
Yes, you can add team members and assign them to specific leads or pipelines. You can also set different permission levels for each user.
Automation & Workflows
What is an automation workflow?
It's a visual map of automated actions that happen based on a trigger. For example, when a person fills out a form (trigger), you can automatically send them a welcome email, add a tag, and schedule a task for your sales team.
What channels can I use in automations?
You can automate communications across Email, SMS, and Voice Broadcasts. You can also create internal tasks and update contact information.
Can an automation start when someone clicks a link in an email?
Yes, this is called a "Behavioral Trigger." It's a powerful way to segment your audience and send hyper-relevant follow-up messages.
What is "Voicemail Drop"?
This feature lets you instantly deliver a pre-recorded voicemail to a lead's phone during a call, without you having to wait for their voicemail to pick up and speak manually. It saves a huge amount of time.
How do I make sure someone doesn't get the same message twice?
You can use "Conditions" in your workflow. For example, you can set a rule that says "Only send this SMS if the contact does NOT have the tag 'Already Customer'."
Appointments & Calendar
How does the booking calendar work?
You create a booking page that shows your availability. Leads can visit the link, see your real-time free/busy times (synced from your calendar), and book a meeting themselves.
What calendars does it sync with?
It syncs with Google Calendar, Outlook 365, and iCal.
Can I set up group events or classes?
Yes, you can create booking pages for one-on-one meetings, group sessions, or classes where multiple people can book the same time slot.
Does it send automatic reminders?
Yes, you can configure automated SMS and email reminders to both you and the client to reduce no-shows.
Can I have different booking pages for different services?
Yes, you can create multiple calendars, each with its own booking link, duration, and buffer times for different types of appointments.
AI Assistant & Chatbot
What can the HighLevel AI Assistant do?
The AI can help you draft email and SMS copy, write website content, brainstorm ideas, and even analyze call recordings to give you insights.
What is the AI Chatbot for my website?
It's a smart chatbot you can train on your business information. It can answer visitor questions 24/7, qualify leads, and book appointments directly to your calendar.
How do I train the chatbot on my business?
You can provide it with sources like your website URL, a sitemap, or a custom document with FAQs and information about your services.
What happens if the chatbot doesn't know an answer?
You can configure it to hand the conversation over to a live human agent (via the inbox) or collect the user's contact information so you can follow up later.
Reputation Management
What is Reputation Management in HighLevel?
It's a centralized hub to monitor, manage, and improve your online reviews from platforms like Google, Facebook, and more.
How does HighLevel collect reviews for my business?
You create an automated SMS or Email campaign that sends a satisfied customer a direct link to leave a review on your chosen platform (e.g., Google My Business).
Can I see all my reviews from different sites in one place?
Yes, the Reputation Management dashboard aggregates and displays reviews from all connected platforms, so you don't have to check each site individually.
Can I respond to Google reviews directly from HighLevel?
Yes, once you connect your Google My Business account, you can read and respond to reviews without leaving the platform.
What is a "Review Request" campaign?
It's an automated workflow (using SMS or Email) that triggers after a customer interaction (like a closed appointment) to ask for a review.
Can I send review requests via SMS?
Yes, this is one of the most effective methods. You can send a text with a direct link to your review page.
What happens if a customer gives a bad review in the request?
You can set up a "Review Funnel" that directs unhappy customers (who click a low star rating) to a private feedback form instead of a public review site, allowing you to resolve issues privately.
Can I track my average star rating over time?
Yes, the reporting dashboard shows your average rating and how it trends across all platforms.
How many review sites can I connect?
HighLevel primarily focuses on major sites like Google and Facebook, but the list may expand. Check the current integrations for an updated list.
Can I use Reputation Management for multiple business locations?
Yes, if you have an Agency plan, you can set up and monitor reputation for each client's location separately.
Email Marketing (Lead Conductor)
What is the "Lead Conductor" or LC Email?
This is HighLevel's visual email automation builder. It allows you to create complex, multi-step email sequences (drip campaigns) that are triggered by user actions.
Can I build an email list from my website forms?
Yes, any form you create (contact form, lead magnet form) can automatically add subscribers to your email list and trigger a welcome sequence.
How do I create a simple welcome email sequence?
In the Lead Conductor, you create a new workflow triggered by "Form Submitted." Then, you add a series of "Send Email" actions with time delays between them.
Can I segment my email list for targeted broadcasts?
Yes, you can send broadcast emails to specific segments based on tags, custom fields, or their activity (e.g., "Clicked a specific link").
What email templates are available?
HighLevel provides a library of pre-designed, mobile-responsive email templates for promotions, newsletters, and announcements that you can customize.
Can I use my own custom HTML for emails?
Yes, there is an option to import or write your own custom HTML for emails.
How do I avoid having my emails marked as spam?
HighLevel provides tools for domain authentication (SPF/DKIM records). You must set these up to prove you are a legitimate sender, which greatly improves deliverability.
Can I track who opens my emails and clicks on links?
Yes, the platform provides detailed analytics on open rates, click-through rates, and which individual contacts engaged with your email.
What are "Behavioral Triggers" in email automation?
These are triggers based on a contact's action, such as "Email Opened" or "Link Clicked." This allows you to send hyper-relevant follow-up emails.
Can I A/B test my email subject lines?
Yes, when sending a broadcast, you can create multiple subject lines to test which one performs better with a segment of your audience.
Affiliate Manager
Does HighLevel have a built-in Affiliate Manager?
Yes, it includes a tool to create and manage your own affiliate or referral program.
How do I set up an affiliate program?
You can create a program, set commission rules (percentage or fixed amount), and generate unique affiliate links for your partners.
How do affiliates track their referrals?
Affiliates get a unique link. When someone clicks that link and makes a purchase, the system automatically tracks and attributes the sale to the correct affiliate.
Can I set different commission rates for different products?
Yes, you can configure specific commission rules for different products or services you sell.
How and when do affiliates get paid?
You manage payouts manually through your connected payment processor (like Stripe). HighLevel tracks the owed commissions, but you initiate the payment.
Can affiliates see their performance dashboard?
Yes, affiliates can log into a portal to see their clicks, conversions, and earned commissions.
Can I automatically approve affiliate applications?
You can choose to have manual approval or automatic approval for new affiliates who sign up.
What does an affiliate link look like?
It's typically a unique URL that points to your sales page or website, with a special code attached to it for tracking.
Reporting Dashboard
What can I see on the main Reporting Dashboard?
You can see a high-level overview of key metrics: new leads, revenue, appointments booked, email/SMS performance, and funnel conversion rates.
Can I build a custom dashboard?
Yes, you can create multiple custom dashboards and choose which specific widgets (charts, graphs, numbers) to display.
Can I see reports for individual marketing funnels?
Yes, you can view detailed reports for each funnel, showing views, submissions, and conversion rates at each step.
Are there reports for my sales team's performance?
Yes, if you have a team, you can see reports on how many deals each member has closed, their pipeline value, and activity levels.
Can I track the ROI of my Facebook Ads?
By using call tracking numbers and UTM parameters on your links, you can attribute leads and revenue back to specific ads within the reports.
Can I schedule reports to be emailed to me automatically?
Yes, you can set up daily, weekly, or monthly PDF reports to be automatically generated and sent to your email.
What are "UTM Parameters" and how do I use them in reporting?
UTM parameters are tags you add to a URL to track the source, medium, and campaign of your traffic. HighLevel's reporting can read these tags to show you which marketing efforts are driving leads.
Can I see a history of all communications with a specific contact?
Yes, on the individual contact record, you can see a complete timeline of every email, SMS, call, and note.
Financial Tools: Invoices & Estimates
Can I create and send custom invoices?
Yes, you can create branded invoices with your logo, business info, line items, and taxes.
Can I set up automatic payment reminders for overdue invoices?
Yes, you can configure the system to automatically send reminder emails or SMS messages before and after the invoice due date.
What payment methods can my customers use to pay an invoice?
Invoices can be paid by credit/debit card via Stripe or via PayPal, depending on your setup.
Can I create recurring invoices for retainer clients?
Yes, by setting up a subscription, the system will automatically generate and send invoices on a schedule you define (e.g., monthly).
What is the difference between an Invoice and an Estimate?
An Estimate is a quote or proposal sent for approval. Once the customer approves it, you can easily convert it into a payable Invoice with one click.
Can a customer pay an invoice directly from the email they receive?
Yes, the invoice email contains a "Pay Now" button that takes them directly to a secure checkout page.
Can I track the status of my sent invoices?
Yes, the Invoices section shows you all invoices and their status: Draft, Sent, Viewed, Partial Payment, Paid, or Overdue.
Financial Tools: Documents, Contracts & Orders
Can I send legally binding contracts for e-signature?
Yes, you can upload a contract document and send it to a contact for them to sign electronically directly within HighLevel.
How does the e-signature process work?
You send the document, the recipient receives a link, they review it and add their signature, and then both parties receive a signed copy.
Can I create "Orders" for products or services?
Yes, an Order is like a simple invoice or sales receipt that you can use to record a sale directly within the CRM.
Is there a library of pre-built contract templates?
HighLevel may offer some basic templates, but it is recommended to use legally vetted templates from your own lawyer.
Financial Tools: Subscriptions & Payment Links
How do I set up a recurring subscription product?
You create a product in the "Products" section and enable the "Subscription" option, setting the billing frequency (e.g., monthly, yearly).
Can I create a payment link for a single product?
Yes, you can generate a unique, shareable URL for any product or service. You can send this link via SMS, email, or add it to a button on your website.
What happens if a customer's subscription payment fails?
HighLevel will automatically attempt to retry the payment based on your Stripe settings, and you can set up automations to notify the customer about the failed payment.
Can a customer cancel their own subscription?
Typically, they would manage this from their Stripe customer portal, but you can also cancel it manually for them from your HighLevel dashboard.
Financial Tools: Transactions, Products & Coupons
Where can I see a record of all transactions?
All payments, refunds, and payouts are logged in the "Transactions" area, giving you a complete financial history.
Can I issue a refund to a customer?
Yes, you can process full or partial refunds directly from the HighLevel interface, and it will sync with your connected Stripe or PayPal account.
How do I add products to my catalog?
You can create products manually in the "Products" section, adding names, descriptions, images, and prices.
Can I create discount coupons?
Yes, you can create coupons with either a percentage or fixed amount discount. You can set usage limits and expiry dates.
Can a coupon be applied to a subscription?
Yes, you can create coupons that apply a discount to the first payment or to all recurring payments of a subscription.
Payments, Invoicing & E-commerce
How do I accept payments through HighLevel?
You can connect your Stripe or PayPal account. Then, you can create payment links, embed checkout forms on your website, and send branded invoices.
Can I set up subscription/recurring payments?
Yes, through the Stripe integration, you can create subscription plans for your services, courses, or membership sites.
Where do the payments go?
Payments go directly to your connected Stripe or PayPal account. HighLevel does not hold your money or charge additional transaction fees.
Can I send automated payment reminders?
Yes, for invoices, you can set up automatic reminders to be sent before and after the due date.
Can I sell physical products or just digital?
You can sell both. You can set up a product catalog with images, descriptions, and pricing.
Membership Sites & Online Courses
Can I create a private membership area?
Yes, you can create a gated community or a resource library that only paying members can access.
What kind of content can I host?
You can host videos, PDFs, audio files, text, and images. You can structure them into courses with modules and lessons.
Can I drip content out over time?
Yes, you can schedule lessons to become available on a specific date or a certain number of days after a user signs up.
Can I give tests or quizzes?
Yes, there is a built-in quiz feature to test your students' knowledge.
Can I track my students' progress?
Yes, you can see which lessons each student has started and completed.
Phone, SMS & Communication
Can I get a real business phone number?
Yes, you can purchase local, toll-free, or international numbers directly inside HighLevel for calling and texting.
Is two-way texting possible?
Yes, you can have full conversations with leads and customers via SMS from the HighLevel inbox.
What is "Call Tracking"?
It's the ability to assign unique phone numbers to different ads or marketing campaigns. When a lead calls that number, you know exactly which campaign they came from, allowing you to measure your ROI.
Are phone calls recorded?
Yes, you can turn on call recording for training and quality assurance purposes.
Can I set up a ring group to call multiple team phones?
Yes, you can configure a number to ring several phones at once or in a sequence.
Social Media
Can I schedule social media posts?
Yes, you can connect your Facebook and Instagram accounts and schedule posts directly from the HighLevel calendar.
Can I manage social media comments and messages?
Yes, you can view and respond to comments and direct messages from connected social accounts within the unified HighLevel inbox.
How can I get more online reviews?
You can use an automation to send a satisfied customer a text or email with a direct link to your Google Business Profile or Facebook page to leave a review.
Agency & White-Label Features
What does "White-Label" mean?
It means you can replace all HighLevel branding with your own agency's logo, colors, and domain name. When your clients log in, they see your brand, not HighLevel's.
Can I set my own price for my clients?
Yes, you have complete control over what you charge your clients for access to the platform. This is how you create a monthly recurring revenue stream.
How do I manage all my clients in one place?
The Agency Dashboard is your central command center. From here, you can see all client accounts, jump into any of them, and manage billing.
Can I limit the features a specific client can access?
Yes, you can customize the toolkit for each client sub-account, giving them only the features they need.
What is "Sub-account Snapshot" cloning?
This allows you to copy the entire setup (workflows, forms, settings) from one client sub-account to another, saving massive amounts of setup time for agencies.
Integrations
What if I need to connect a tool that isn't natively integrated?
HighLevel integrates with Zapier, which allows you to connect to thousands of other apps like Google Sheets, Slack, and QuickBooks.
Does it integrate with Facebook Lead Ads?
Yes, you can connect your Facebook ads so that leads from your ads are automatically sent into your HighLevel CRM and triggered into an automation sequence.
Can I use my own email sending domain?
Yes, you can authenticate your domain (with SPF/DKIM records) to ensure your marketing emails come from your own domain and have better deliverability.
Besides Stripe and PayPal, what other payment gateways are supported?
Currently, Stripe and PayPal are the primary native integrations. For others, you might need to use Zapier.
Can I connect HighLevel to my accounting software like QuickBooks?
There is no direct QuickBooks integration, but you can use Zapier to connect HighLevel to QuickBooks and sync invoice and payment data.
How does the Google My Business integration work?
It allows you to manage and respond to Google reviews and potentially post updates directly from the Reputation Management section.
Can I integrate with a webinar platform like Zoom?
Yes, through Zapier, you can connect HighLevel to Zoom. For example, when someone registers for a webinar via a HighLevel form, Zapier can automatically register them in Zoom.
Is there a Shopify integration?
There is no direct Shopify integration, but you can use Zapier to pass new Shopify customers into your HighLevel CRM as contacts.
Can I connect multiple Google Calendars?
Yes, you can connect and choose which specific Google Calendars to sync with your HighLevel booking system.
Can I get an API key to build custom integrations?
Yes, HighLevel offers a robust API for developers to build custom connections and functionality.
Billing & Account Management
How much do SMS messages cost?
SMS costs are not included in the monthly subscription and are pay-as-you-go. Rates vary by country, but US/CA messages are typically very affordable (e.g., a few cents per message).
What counts as an "Active Contact"?
An active contact is any unique lead or customer in your CRM that you have contacted or who has contacted you within a rolling 30-day period. Inactive contacts (no interaction for 30 days) do not count toward your limit.
How do I upgrade or add more contacts?
You can upgrade your plan or purchase additional contact packs directly from your account's billing section.
How are "Active Contacts" calculated?
An Active Contact is any unique person who has been involved in a two-way communication (you contacted them or they contacted you) in the last 30 days. Inactive contacts (no contact for 30 days) do not count toward your limit.
What counts as a "two-way communication"?
This includes: them submitting a form, you adding them to a workflow, them replying to an SMS/email, or you manually calling/texting/emailing them.
If I downgrade my plan, what happens to my contacts over the limit?
You will not be able to add new contacts or start new conversations with inactive contacts until you are back under the limit for your plan. Your data is safe, but functionality is restricted.
Can I transfer a sub-account to another HighLevel agency?
Yes, there is a process for agency owners to transfer client sub-accounts to another main agency account.
Who pays for the SMS credits used by my clients?
As the agency owner, you are billed for all SMS usage across all your client sub-accounts. You must then bill your clients separately based on their usage.
Can I set spending limits for SMS per client?
There is no native "hard" spending limit, but you can monitor usage in your dashboard and set up your own alerts.
What is the "Growby" marketplace?
It's a directory where HighLevel agencies can list their services to be found by businesses looking for marketing help.
Is there a fee for selling on the Growby marketplace?
HighLevel may take a commission on sales made through the marketplace. Check their latest terms for details.
Support & Learning
What support is included with my subscription?
You get access to a vast video library, help documentation, and 24/7 live Zoom support rooms where you can get face-to-face help with screen sharing.
Are there communities or groups for users?
Yes, there are very active Facebook communities and user groups where you can learn from other HighLevel users and experts.
Does HighLevel offer any certification or advanced training?
Yes, there are official certification programs and advanced training courses available for users who want to become experts or offer implementation as a service.