Workflow to Alert Team When Client Goes Silent Demonstrated

TL;DR

HighLevel demonstrated setting up a workflow to alert your internal team when a client has not replied in 30 days. No action is required from you this week.

Who this affects

This information is relevant to any agency owner or SaaS entrepreneur using HighLevel workflows for client management. HighLevel has not confirmed who this specifically affects regarding plan levels or sub-account setups. Therefore, it is unknown who can safely ignore it.

What changed

HighLevel demonstrated how to configure an automated workflow to detect inactive clients. This includes setting up the "Customer Replied" trigger. The demonstration also showed how to implement a 30-day wait step within the workflow. If/Else branches were used to check the client's reply status after this period. The workflow then sends internal team notifications. These notifications can include redirect links. Target team members can be assigned for these notifications.

HighLevel has not confirmed any limits or plan gating associated with this workflow demonstration. The rollout status is also unknown.

Where to find it

This workflow setup is found in HighLevel Workflows. HighLevel has not published the exact navigation path, but it will be within the workflow builder interface.

How agencies will use this

Agencies can implement this workflow to proactively manage client engagement. For example, an agency could set up a workflow that starts when a new client is onboarded. It would include a "Customer Replied" trigger. After a 30-day wait step, an If/Else branch would check if the client has replied within that period. If they haven't, an internal notification is sent to the account manager. This notification could link directly to the client's contact record or an internal task. This ensures silent clients are identified and followed up with, preventing churn.

Our take

This is a standard update. HighLevel has not confirmed any new features or significant changes to the platform. They are demonstrating how to use existing workflow capabilities in a specific, practical scenario. This is a minor update, indicating a use case rather than a change to the product itself.