# Standard Operating Procedure (SOP): Using Highlevel as an Online Customer Service Representative (CSR) **Document ID:** SOP-CSR-002 **Version:** 1.0 **Effective Date:** September 3, 2026 **Owner:** Customer Service Lead **Approved By:** Operations Manager --- ## 1. Objective & Scope The objective of this SOP is to provide online Customer Service Representatives (CSRs) with a clear, step-by-step workflow for managing customer conversations, tracking lead status, and inputting accurate customer data using Highlevel [9]. By using Highlevel consistently, the team ensures all messages are answered promptly, contacts are properly tagged for targeted marketing, and sales opportunities are progressed through the pipeline [9, 14, 15]. --- ## 2. Roles & Responsibilities This SOP applies to all **Online CSRs** (e.g., Alejandro, Sasha, Rosanna) [6, 9]. * **CSR Duties:** Answer unread messages, assign conversations, apply tags, update custom fields based on customer intent, and manually move lead cards through the Sales Pipeline [9, 10, 15]. --- ## 3. Prerequisites & Tools Required * **Highlevel Account Login** (CSR level access) [9]. * **Active Customer Channels** (WhatsApp, TikTok, Facebook Messenger, Instagram DM integrated within Highlevel) [9, 24]. * **Conversation Stamps Guide / Form** (The rulebook for tagging and custom fields) [11, 13]. --- ## 4. Step-by-Step Procedures ### 4.1. Navigating and Monitoring Conversations 1. Log into Highlevel [9]. 2. Navigate to the **Conversations** tab on the left-side menu [9]. 3. Manage messages using the three filters at the top [9]: * **Unread Tab:** Your primary workspace. Every message in this tab must be opened, read, and answered [9]. * **All Tab:** View all messages, including historical and read conversations [9]. * **Starred Tab:** Check for flagged messages requiring special attention [9]. 4. **Channel Switching:** Highlevel consolidates chats from multiple channels (e.g., TikTok, WhatsApp, Facebook, Instagram) [9, 24]. If a contact has multiple channels available (like WhatsApp and TikTok), you can toggle between them in the upper right of the chat window to continue the conversation in their preferred app [9]. ### 4.2. Assigning Ownership and Initial Tagging 1. When you begin responding to a new customer chat, immediately go to the right-hand panel of the conversation window [10]. 2. **Assign the Conversation to Yourself** (set yourself as the Contact Owner) [10, 15]. Add "other followers" if another team member needs to monitor the conversation [10]. 3. Apply tags to the user as appropriate [10]: * *If the customer needs follow-up later (e.g., they state they will pay at the end of the month):* Search for and apply the `needs followup` tag [10]. * *If they have successfully completed a purchase on the website:* Apply the `purchase` tag [10]. * *To remove an incorrect tag:* Click the "X" on the tag bubble to delete it immediately [10, 12]. ### 4.3. Completing "Conversation Stamps" & Custom Fields To maintain database accuracy for reporting and email marketing campaigns, CSRs must update specific custom fields under the contact's record [11, 12, 14]. 1. While in the conversation, look at the **Conversation Stamps Guide** (or follow the rules below once memorized) [11, 13]. 2. Open the **Contact Profile** on the right, scroll to **Additional Information**, and update the custom fields according to the customer's response [12]: #### Scenario A: Customer was just browsing/checking prices and did not buy [11, 12] * **Followup Required:** Set to `No` [12]. * **Followup Completed:** Set to `No` [12]. * **Conversation Closed:** Select `Today` [12]. * *Note:* Ensure the `purchase` tag is **not** on the profile [12]. #### Scenario B: Customer is interested but wants to think about it / come back later [12] * **Tag:** Add the `needs followup` tag [10, 12]. * **Followup Required:** Set to `Yes` [12]. * **Followup Completed:** Set to `No` [12]. * **Conversation Closed:** Leave blank or set to tentative follow-up date [12]. #### Scenario C: Customer paid and confirmed the sale [13] * **Tag:** Add the `purchase` tag [10, 14]. * **Followup Required:** Set to `No` [13]. * **Followup Completed:** Leave blank or `No` [12, 13]. * **Conversation Closed:** Select `Today` [13]. * **Sale Channel:** Select `Chats` [13]. 3. Always click **Save** at the bottom of the contact details panel to commit these changes [12]. ### 4.4. Filtering Contacts for Target Campaigns 1. Navigate to the **Contacts** tab [13]. 2. Use search and filtering options to identify specific customer groups [13]: * *Filter by Phone:* Click the **Phone** column to see all users with valid phone numbers for WhatsApp/SMS outreach [13]. * *Filter by Event Tags:* Add a filter for specific tags, such as `tick event` (e.g., to find leads gathered during a physical event) [14]. * *Filter by Brand Interest:* Filter by tags like `uptrend` or `do brazil` to send brand-specific promotions [14]. * *Filter by Purchases:* Filter by the `purchase` tag to list active buyers [14]. ### 4.5. Managing the Sales Pipeline (Opportunities) 1. Navigate to the **Opportunities** tab to view the active Sales Pipeline [15]. 2. **Understand Bot Integration:** The system's automated bot will automatically ingest new inquiries and create lead cards up to the first stage of the pipeline [15]. 3. **Manual Pipeline Management:** As the conversation progresses, it is the CSR's responsibility to click and drag the lead card through the following stages [15]: * **Contacted:** Move here once you have initiated or replied to a conversation [15]. * **Engaged:** Move here when the customer is actively chatting, asking questions, and showing interest [15]. * **Ready to purchase:** Move here when they ask for bank details, checkout links, or express immediate intent to buy [15]. * **Purchase:** Move here once payment is confirmed [15]. * *Pro-tip:* Moving a card to the "Purchase" stage will automatically trigger the `purchase` tag and subsequent automated marketing flows [15]. --- ## 5. Key Workflows & Frequencies * **Hourly:** Monitor and clear the **Unread Tab** under Conversations [9]. * **During Every Chat:** Assign yourself as the owner, and update tags and custom fields under "Additional Information" before closing the chat window [10, 12, 15]. * **Daily:** Check and update the **Opportunities Pipeline**, dragging cards to match their current stage [15]. --- ## 6. Expected Outcomes & Deliverables * **Zero Backlog:** Unread message inbox cleared systematically throughout the shift [9]. * **Data Integrity:** 100% of closed conversations have correct tag structures, "Conversation Stamp" fields, and assigned owners [10, 12]. * **Accurate Pipeline:** Visual representation of active leads in the Sales Pipeline, matching actual conversation progress [15]. --- ## 7. Roadblocks & Troubleshooting | Issue / Roadblock | Potential Cause | Action Plan / Solution | | :--- | :--- | :--- | | **Applied the `purchase` tag but customer backed out before paying** [10, 12] | Human error or premature tagging [12]. | Go to the contact's profile, click the "X" next to the `purchase` tag to remove it, and delete the opportunity card from the "Purchase" stage of the pipeline [10, 12]. | | **A chat came in but I don't see how to switch to WhatsApp** [9] | The contact does not have a verified WhatsApp phone number associated with their record [9]. | Ask the customer for their WhatsApp number in the current chat (e.g. TikTok/Instagram), add the phone number to their contact profile, save it, and then toggle the channel to WhatsApp [9, 10]. | | **New leads are not appearing in the Sales Pipeline** [15] | The incoming lead bot is experiencing a downtime or connection issue [15]. | Create the opportunity card manually by clicking "Add Opportunity" in the pipeline view, and notify the tech/marketing team to check the automations [15]. | | **Unsure of how to tag a weird customer scenario** [11, 15] | Scenario is not covered by the standard "Conversation Stamps Guide" [11, 15]. | Tag the customer as `needs followup`, put notes in their profile, and escalate the question to the Customer Service Lead [10]. Do not guess or leave it untagged [14]. | --- > **Note to CSR Team:** "Don't be afraid to break anything. You're not going to break anything! Just start using the platform and follow the tagging rules truthfully to help us make better business decisions." [14, 15]