clarity callworkflow.
This is the staff-facing guide for taking 15-minute clarity consults. It covers how bookings arrive on your calendar, how to run the call, and what to do afterwards. If you're new to the team, watch the training video below first, then work through the sections in order. Sections cover round-robin routing, notifications, making the call from inside GoHighLevel, managing and rescheduling appointments, and moving contacts through the pipeline after the consult ends.
- Free 15-minute consult. Single calendar, single duration, no extensions.
- Round-robin assignment. Appointments rotate between Jahan and Hannah based on personal calendar availability. Sam has been removed; paralegal training is planned for the near future.
- Personal calendar wins. If you have a personal calendar event marked busy, the slot routes to the next person.
- Two-channel notifications. Email and GHL in-app for both the caller and the staff member.
- Call out via GHL dialer. Use the phone icon at the top right of GoHighLevel - never use your personal mobile.
- Notes, tasks, pipeline. All post-consult actions happen inside the contact card.
Five minute video walkthrough covering the end-to-end clarity call workflow from booking through to pipeline progression. Watch this before taking your first call.
Email to inbox
| Event | Sent to |
|---|---|
| Confirmation | Caller + assigned staff member - includes appointment date, time, and caller phone number |
| Cancellation | Caller + assigned staff member - immediate notification when either party cancels |
| Reschedule | Caller + assigned staff member - new time confirmed in the same thread |
| Reminder | Caller - timed reminder before the appointment |
GHL in-app notification
| Event | Behaviour |
|---|---|
| Confirmation | In-app alert appears in the notification panel when GHL is open on desktop or mobile |
| Cancellation | Notification fires immediately - check before calling out |
| Reschedule | Appointment updates live in the calendar view, with notification |
| Off-screen | Push notification via GHL mobile app if the desktop app is not open |
Open the contact card
Click the appointment in your GHL calendar. The contact card opens in a side panel with the caller's full details - name, phone, email, source, and any notes from Mia's intake. Review this before dialling.
Find the GHL dialer
The dialer lives at the top right of the GoHighLevel interface. Look for the phone icon in the top navigation bar.
Click the phone icon and dial
Clicking the phone icon opens the in-platform dialer. You can either dial the caller's number from the contact card or copy it across. The outbound call goes through the ELG GHL phone number, so the caller sees the firm's number on their screen, not yours.
Never use your personal mobile. The call needs to be logged inside GHL so the team has a record.
Have the contact card open during the call
Keep the contact card visible while you're on the call. Notes and tasks both live inside the card - you'll add them while talking or immediately after. This is the single source of truth for what happened on the call.
Open the appointment view
Navigate into calendar settings inside GoHighLevel. Once you're in calendar settings, switch to the appointment view to see a list of all scheduled consults.
Filter by calendar (option A)
In the calendar search on the right side of the appointment view, select the Clarity Consult calendar (sometimes labelled ELG depending on workspace). This filters the view down to only consults, ignoring other calendars in the workspace.
Use this when you want to see all consults across all assigned users.
Filter by user (option B)
Alternatively, search by your own name in the user filter. This gives you only the appointments assigned to you across all calendars.
Use this when you only care about your own appointments and want to ignore everyone else's.
Cancel or reschedule from the appointment
Click into any appointment in the view to open it. From there you can cancel or reschedule. Both actions automatically fire notifications to the caller through email and the GHL channels - you don't need to message them separately to let them know.
Always cancel or reschedule through GHL rather than just not calling. The notifications keep the caller informed and protect the firm's reputation.
Message directly
Clicking the contact card opens a dashboard with messaging built in. You can email them directly about the appointment, follow up on the consult, or send any document or link they need.
- Email goes from your GHL identity
- Replies thread back into the same contact
- SMS also available via the same dashboard
Notes
Navigate to the Notes section inside the contact card to record what happened on the call. Capture the matter summary, the caller's intent, any deadlines, and your recommendation.
- Date-stamped automatically
- Visible to all team members
- Use during the call to type live
Tasks
Navigate to the Tasks section to set follow-up actions. Send the engagement letter, send the costs estimate, schedule a follow-up call, send the intake form, escalate to a senior lawyer.
- Assign to yourself or to another user
- Set due dates
- Tasks appear on the assigned user's GHL dashboard
Navigate to Payments
From the GHL sidebar, click Payments. This opens the payments dashboard where invoices, estimates, payment links, and documents and contracts are managed.
Open Payment Links
Within the Payments dashboard, navigate to Payment Links. This is where pre-built payment links for paid consultations live, ready to send.
Add new product
Click Add new product. A list of pre-configured consultation products will appear. Select the consultation product matching whichever lawyer will be taking the paid consult.
Example: if the paid consult is with Jahan, select Consultation with Jahan. If it's with Hannah, select the equivalent product. The product carries the price, duration, and any product-level configuration already set up.
Save to generate the link
Hit Save. GHL generates a unique payment link tied to that product and the contact record.
Send the link to the contact
Copy the generated link and send it to the contact. The fastest path is via the messaging dashboard inside their contact card (covered in Section 06.01) - SMS or email both work, but SMS usually gets faster engagement while they're still active in the conversation with you.
Once they pay, the contact moves automatically into the Paid Consultation Booked pipeline stage, and the next consultation is scheduled.
Open pipelines from the sidebar
Pipelines live in the GHL sidebar. Open the pipelines view to see all opportunities across the firm. Find the contact by searching their name, or navigate from the contact card directly into their pipeline view.
Select the correct pipeline
At the top of the Opportunities view, click the pipeline dropdown to choose the right pipeline for the matter. For criminal matters select Criminal Law (crime, traffic). Each practice area has its own pipeline with stage names tailored to that workflow.
If you're not sure which pipeline to use, default to the matter type the caller raised on the clarity consult. The pipeline name controls which automation sequences fire as the contact moves through stages.
Move the contact into the right stage
Drag the contact card from one stage to the next, or open the contact and update the stage from inside the record. The stage you choose drives automation - follow-up emails, task creation, alerts to other team members.
Match the stage to what the caller actually needs based on how the consult went.
Move to engagement
Caller is a fit and ready to instruct. Move into the engagement pipeline stage, fire the engagement letter task, and book the next call.
Move to follow-up
Caller is interested but not ready yet. Move into the nurture stage so they receive ongoing communication until they are.
Move to referral out
Caller's matter isn't a fit for ELG. Refer to another firm where appropriate and move into the referral-out stage with the relevant details captured.
Move to re-engagement
Caller didn't pick up. Mark as no-show, fire the re-engagement sequence, and the system will reach out to them automatically with a rebooking link.