The GHL Experts Reference
GoHighLevel Glossary
Every key term you'll encounter inside GoHighLevel, 235 definitions across 9 categories, from agency settings and CRM through DNS, A2P SMS compliance, and AI. Bookmark this page; refer back as you build.
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Account & Agency Management
31 terms- Admin
- A user role granted high-level permissions to manage settings, users, and configurations within an account.
- Agency Account
- The top-level administrative account used to manage clients, locations, templates, SaaS settings, and billing.
- Agency View
- The primary dashboard used by an agency owner to manage global settings, billing, SaaS plans, and all client sub-accounts.
- Branded Desktop App
- A white-labeled desktop application customized with the agency's proprietary branding.
- Branded Mobile App
- A white-labeled mobile application customized with the agency's proprietary branding for client and user access.
- Client Account
- An informal designation for a Location or Sub-Account dedicated to a specific client.
- Custom Menu Links
- User-defined navigation links added to the platform interface, frequently utilized in SaaS and white-label configurations.
- Dashboard
- A centralized visual interface used to display a summary of key metrics and activities for a specific module.
- Dunning
- The automated process of communicating with customers to recover failed payments and manage billing issues.
- Feature Toggles
- Administrative controls used to enable or disable specific platform features based on a user's subscription plan.
- Graylabeling
- A mobile app branding option used to publish a customized version of the LeadConnector app under an agency's own developer account.
- Launchpad
- The initial setup interface within a sub-account used to guide users through connecting integrations, adding team members, and configuring core features.
- Location
- An individual sub-account within an Agency Account, typically representing a single client or business entity.
- Location View
- The specific dashboard and interface used to manage settings, assets, and operations within a single Location.
- Marketplace
- A centralized hub within the Agency View used to discover and install third-party Snapshots, applications, and tools.
- Rebilling
- The automated process of charging clients for platform usage, such as phone and email credits, or recurring plan fees.
- Reselling
- The business practice of selling sub-accounts and related platform services to clients, typically at a markup.
- Role
- A predefined set of permissions used to dictate a user's access level and capabilities within the platform.
- SaaS Mode
- An agency-level feature used to resell the platform as proprietary software, complete with automated billing, tiered plans, and usage rebilling.
- SaaS Plans
- Tiered subscription offerings created by an agency to package and sell software access and features to clients.
- SaaSpreneur
- An agency owner who focuses on selling white-labeled software-as-a-service (SaaS) rather than traditional done-for-you marketing services.
- Snapshot
- A comprehensive template of a sub-account, including funnels, workflows, custom fields, and pipelines, used to instantly duplicate and load configurations into new accounts.
- Snapshot Export
- The technical process of packaging a sub-account's configuration into a reusable Snapshot.
- Snapshot Import
- The technical process of installing a pre-configured Snapshot into a specific Location.
- Sub-Account (Location)
- An individual, isolated workspace within an Agency Account dedicated to managing a single business or client.
- Team Member
- An individual user added to an Agency Account or Location to perform specific operational tasks.
- Template Library
- A centralized repository of saved templates, such as emails, pages, and funnels, available for reuse.
- Trial Period
- A designated, time-limited window of access to a product or service before recurring billing commences.
- Usage-Based Billing
- A billing model where charges are calculated based on the actual consumption of resources, such as calls, SMS messages, and emails.
- User
- An individual login profile representing an agency team member or a client.
- White Labeling
- The practice of rebranding the platform with custom logos, domains, and colors to present it as a proprietary software solution.
CRM & Contact Management
24 terms- Activity Log
- A chronological record detailing every action taken by or associated with a specific contact.
- Assigned To
- The specific user designated as responsible for managing a contact or opportunity.
- Company
- A business entity profile linked to individual contacts for organizational and B2B management.
- Contact Owner
- The specific user assigned to manage and oversee a particular contact record.
- Contact Record
- The central profile for a lead or customer, containing their communication history, notes, appointments, and activity data.
- Contact Source
- The specific origin point from which a lead entered the system, such as a form submission, advertisement, or manual import.
- CRM
- The core customer relationship management database used to store contact information, conversation histories, notes, and activity logs.
- Custom Fields
- User-defined data fields added to a contact record to capture and store specific, non-standard information.
- Custom Values
- Global variables used as placeholders across the platform that automatically update everywhere when modified in a single central location.
- Customer
- A contact who has successfully completed a purchase or conversion action.
- DND (Do Not Disturb)
- A status flag applied to a contact to prevent outbound communications across specific or all channels.
- Duplicates / Merge Contacts
- The process of identifying and combining multiple identical contact records into a single, unified profile.
- File/Attachment
- Uploaded digital content linked to specific contact records, messages, or internal notes.
- Followers/Watchers
- Users who are subscribed to receive notifications and updates regarding a specific contact or task.
- Import / Export
- The process of transferring contact data into or out of the CRM, typically utilizing CSV files.
- Internal Note
- A private, staff-only documentation entry attached to a contact record or conversation thread.
- Lead
- A contact who has expressed interest in a product or service but has not yet converted into a customer.
- Manual List / Static List
- A fixed, manually curated list of contacts that does not automatically update based on dynamic criteria.
- Media Library
- A centralized repository within a sub-account used for storing and managing images, videos, and digital files.
- Merge Fields
- Dynamic placeholders used in communications that automatically populate with specific data from a contact's record.
- Note
- A documentation entry used to record information, interactions, or context regarding a specific contact.
- Smart Lists
- Dynamic, automatically updating views of contacts filtered by specific, user-defined criteria.
- Tags
- Descriptive labels applied to contact records used for segmentation, filtering, and triggering automations.
- Task
- An actionable item or to-do assignment designated for a specific user or team.
Automation & Workflows
21 terms- Add/Remove Tag
- An automation action used to apply or remove descriptive labels from a contact for segmentation purposes.
- Assign to User
- An automation action used to automatically designate ownership of a contact or opportunity to a specific team member.
- Automation
- A system of predefined rules and triggers used to execute tasks and communications without manual intervention.
- Campaigns (Legacy)
- An older, linear automation system used for sequential messaging, largely superseded by the Workflows feature.
- Create Task
- An automation action used to automatically generate and assign an actionable item to a staff member.
- Create/Update Contact
- An automation action used to generate a new contact record or modify existing fields, tags, and values.
- Create/Update Opportunity
- An automation action used to generate a new sales opportunity or move an existing one within a pipeline.
- Event Based Campaign
- A legacy automation structure designed to trigger a sequence of actions based on a specific scheduled event.
- Goal
- A predefined condition within an automation that, when met, immediately advances a contact to a specific step in the sequence.
- If/Else
- A conditional logic step used to split an automation workflow into different paths based on specific contact data or behaviors.
- Internal Notification
- An automated alert sent to staff members via email, SMS, or in-app messaging to inform them of a specific event.
- Premium Actions
- Advanced workflow steps, such as Catch Hooks or Google Sheets integrations, that incur a micro-charge per execution.
- Recipes
- Pre-built, importable workflow templates designed to address common industry use cases and automation strategies.
- Stop on Response
- An automation setting used to halt a messaging sequence as soon as the targeted contact replies.
- Task Queue
- A centralized interface used by team members to view, manage, and execute their assigned actionable items.
- Triggers (Legacy)
- An older, rule-based automation tool used to initiate actions, largely superseded by Workflow Triggers.
- Wait Steps
- A delay mechanism within a workflow used to pause the automation for a specified duration or until a specific time.
- Webhooks
- A technical method used to transmit automated data payloads between the platform and external third-party applications.
- Workflow Action
- An individual operational step executed within an automation sequence, such as sending an email or adding a tag.
- Workflow Trigger
- The specific event or condition required to initiate an automated workflow sequence.
- Workflows
- The primary, visual automation builder used to construct complex, multi-step logic and communication sequences.
Sales & Pipelines
15 terms- Agent Reporting
- An analytics dashboard used to track and evaluate the performance and activity metrics of individual staff members.
- Attribution Reporting
- An analytics tool used to track the origin sources of leads and sales to calculate marketing return on investment.
- Call Reporting
- An analytics dashboard used to track telephony metrics, including call durations, outcomes, and recordings.
- Conversation Reporting
- An analytics dashboard used to track messaging volumes, response times, and communication effectiveness.
- Conversion Rate
- A metric representing the percentage of leads that successfully advance from one pipeline stage to the next.
- Funnel/Page Stats
- An analytics view detailing traffic, views, and conversion metrics for specific funnel steps and web pages.
- Lead Value
- The estimated monetary worth assigned to a specific sales opportunity.
- Opportunity
- A visual representation of a lead or prospect currently active within a specific stage of a sales pipeline.
- Pipeline
- A visual, Kanban-style interface used to track and manage the progression of opportunities through a sales process.
- Pipeline Reporting
- An analytics dashboard used to evaluate opportunity flow, stage conversions, and overall sales velocity.
- Pipeline Value
- The cumulative monetary worth of all active opportunities within a sales pipeline, used for revenue forecasting.
- Stage
- A distinct, sequential step within a sales pipeline representing the current status of an opportunity.
- Stale Opportunities
- An automation feature used to flag or reassign opportunities that have remained inactive in a stage for an extended period.
- UTM Parameters
- Standardized text tags appended to URLs used to track the source, medium, and campaign of incoming web traffic.
- UTM Tracking
- The process of utilizing UTM parameters to monitor and attribute the origins of leads and website visitors.
Funnels, Websites & Content
36 terms- Appointment
- A scheduled calendar event directly associated with a specific contact record.
- Appointment Slot
- A designated, available block of time within a calendar that can be booked by a user or lead.
- Appointment Status
- The current state of a scheduled event, such as booked, confirmed, canceled, or no-show.
- Availability
- The specific hours and days configured within a calendar to accept new bookings.
- Blog
- A built-in content management feature used to create, publish, and manage articles within a platform-hosted website.
- Buffer Time
- A calendar configuration used to automatically block out a specified duration of time before or after a scheduled appointment.
- Calendar Embed
- A bookable calendar widget integrated directly into a webpage or funnel step.
- Calendar Group
- A consolidated collection of multiple calendars, typically used to manage scheduling for an entire team or department.
- Calendars
- The native scheduling system used to manage availability, book appointments, and automate event reminders.
- Cancellation Link
- A system-generated URL provided to contacts allowing them to cancel a scheduled appointment.
- Consent Checkbox
- A form element used to capture explicit user agreement for compliance with communication and privacy regulations.
- Custom CSS/JS
- User-defined cascading style sheets and JavaScript code added to pages for advanced styling and tracking capabilities.
- Element / Widget
- An individual, draggable component used within the page builder, such as a text block, image, button, or form.
- Form Builder
- A drag-and-drop interface used to design and configure data collection forms.
- Forms
- Data collection interfaces embedded on pages to capture lead information and trigger automations.
- Funnel
- A multi-step digital marketing pathway designed to guide a visitor toward a specific conversion action.
- Funnel Builder
- A drag-and-drop interface used to design, sequence, and publish multi-page sales funnels.
- Funnel Step
- An individual webpage functioning as a single stage within a broader funnel sequence.
- Global Section
- A reusable layout component that, when updated, automatically reflects changes across all pages where it is utilized.
- Google Calendar Sync
- An integration used to synchronize platform appointments with an external Google Calendar account.
- Intake Form
- A specialized form or survey presented to a contact prior to an appointment to gather necessary qualifying information.
- Minimum Scheduling Notice
- A calendar configuration dictating the required amount of lead time before a user can book an appointment.
- Page Builder
- A drag-and-drop interface used to design and construct individual web pages.
- Reschedule Link
- A system-generated URL provided to contacts allowing them to modify the time or date of an existing appointment.
- Round Robin
- A calendar distribution method used to assign booked appointments evenly among available team members.
- Section / Row / Column
- The foundational structural elements used to organize layouts within the page and funnel builders.
- SEO Metadata
- Page-level settings used to define titles, descriptions, and indexing directives for search engine optimization.
- Social Planner
- A centralized tool used to draft, schedule, and publish content across multiple social media platforms.
- Sticky Contact
- A funnel configuration used to remember a user's submitted data and automatically populate it on subsequent forms.
- Survey Builder
- A drag-and-drop interface used to design and configure multi-step questionnaires.
- Surveys
- Multi-step data collection interfaces used for lead qualification, assessments, and detailed information gathering.
- Template
- A pre-designed layout for a page, funnel, or website used as a starting point for content creation.
- Trigger Links
- Specialized URLs used to track clicks and automatically initiate specific workflow actions when accessed by a contact.
- URL Redirects
- A routing tool used to forward traffic from one specific web address to another.
- Website
- A collection of interconnected web pages built and hosted on the platform's native builder engine.
- Website Builder
- A drag-and-drop interface used to design, structure, and publish traditional, multi-page websites.
Communication & Conversations
37 terms- A2P 10DLC
- A mandatory registration framework for US businesses used to verify identity and ensure compliance for application-to-person SMS messaging.
- Assignments (Conversation Assignment)
- The process of routing an active communication thread to a specific user or team for handling.
- Bounce
- A delivery failure indicating that an email could not be successfully routed to the recipient's inbox.
- Brand (A2P)
- The verified business identity profile required for SMS compliance and deliverability registration.
- Broadcast
- A mass communication sent simultaneously to a specific list or segmented group of contacts via email or SMS.
- Call Logging
- The automated recording of telephony activity, including timestamps, durations, and call outcomes.
- Call Recording
- The capture and storage of audio from phone conversations for quality assurance and compliance purposes.
- Campaign (A2P)
- The registered use-case profile detailing the type and purpose of SMS messages a business intends to send.
- Carrier Filtering
- The blocking of SMS messages by mobile network operators due to compliance violations or suspected spam content.
- Click Tracking
- An analytics feature used to monitor and record when recipients click on links within emails or SMS messages.
- Conversation Thread
- The chronological history of all messages exchanged with a specific contact across a particular communication channel.
- Conversations (Unified Inbox)
- A centralized interface used to aggregate and manage SMS, email, social media direct messages, and web chats in one location.
- Deliverability
- A metric representing the likelihood of an email or SMS message successfully reaching the recipient's primary inbox.
- Email Builder
- A drag-and-drop interface used to design and format professional marketing emails.
- Email Marketing
- The practice of sending bulk or automated promotional and informational emails to a list of contacts.
- Hard Bounce
- A permanent delivery failure indicating that an email address is invalid, closed, or non-existent.
- LC Email
- The platform's native, white-labeled email infrastructure used for sending and receiving messages.
- LC Phone
- The platform's native, white-labeled telephony infrastructure used for managing SMS messaging and voice calls.
- Manual Message
- A communication drafted and sent directly by a user, as opposed to an automated system trigger.
- Missed Call Text Back
- An automation used to instantly send a predefined SMS message to a caller when a business fails to answer the phone.
- Open Tracking
- An analytics feature used to monitor and record when a recipient opens an email.
- Opt-in
- The explicit permission granted by a contact allowing a business to send them marketing communications.
- Opt-out Keywords
- Standardized terms, such as STOP or UNSUBSCRIBE, used by contacts to automatically revoke messaging permissions.
- Power Dialer
- A sales tool used to automatically and sequentially dial a curated list of contact phone numbers.
- Ringless Voicemail (RVM)
- A telephony feature used to deposit a pre-recorded audio message directly into a contact's voicemail inbox without ringing their phone.
- SMS/MMS Marketing
- The practice of sending text and multimedia messages for promotional, informational, or automated communication purposes.
- Snippets / Quick Replies
- Pre-written text templates used to rapidly insert common responses into active conversations.
- Soft Bounce
- A temporary delivery failure indicating an issue such as a full inbox or a temporary server outage.
- Spam Complaint
- A negative deliverability event occurring when a recipient manually flags an email as unsolicited or malicious.
- Suppression List
- A system-maintained list of contacts who are blocked from receiving emails due to bounces, complaints, or opt-outs.
- Templates (Message Templates)
- Saved, reusable formats for SMS, email, or chat messages used to standardize communications.
- Toll-Free Verification
- A mandatory registration process used to authenticate toll-free numbers for compliant SMS messaging in the US and Canada.
- Two-Way Texting
- The capability to both send and receive SMS messages directly within the platform's unified inbox.
- Unsubscribe
- The action taken by a contact to formally opt out of receiving future communications on a specific channel.
- Voice
- The telephony features and infrastructure used to manage inbound and outbound phone calls and voicemails.
- Voicemail
- An audio message recorded and stored when a phone call goes unanswered.
- Voicemail Drop
- An automation feature used to send a pre-recorded audio message directly to a contact's voicemail inbox.
Payments, Products & Memberships
25 terms- Affiliate Manager
- A built-in system used to track, manage, and calculate commissions for referral partners.
- Client Portal
- A unified, secure login environment where end-users can access communities, courses, and affiliate dashboards.
- Communities
- A built-in hosting feature used to facilitate group interactions, discussions, and course access for users.
- Coupon / Discount
- A promotional configuration used to apply percentage or fixed-amount price reductions to products at checkout.
- Course
- A structured, sequential collection of educational or training content hosted within the platform.
- Drip Content
- A membership configuration used to release course modules or lessons gradually over a predefined schedule.
- Estimate / Quote
- A formal proposal detailing projected costs for products or services, provided to a client prior to invoicing.
- Invoices
- A billing feature used to generate, send, and track one-time or recurring payment requests.
- Lesson
- An individual unit of educational content contained within a broader course module.
- Memberships (Courses)
- The platform's integrated e-learning and content-hosting module used to build and manage digital products.
- Module / Section (Course)
- A structural category used to group related lessons together within a course.
- Offers
- The pricing structure and checkout gateway configuration attached to a specific product or membership course.
- One-time Payment
- A billing configuration used to process a single, non-recurring charge for a product or service.
- Order Bump
- An optional, supplementary product presented directly on a checkout form to increase the average order value.
- Order Form
- A specialized page element used to securely capture customer information and process payment transactions.
- Payment Link
- A shareable URL used to direct customers to a secure, standalone checkout page.
- Payments
- The centralized module used to integrate payment gateways, manage transactions, and track revenue.
- Price
- The specific monetary cost and billing structure assigned to a product or service.
- Products
- Digital or physical items configured within the platform that can be sold via funnels, websites, or invoices.
- Recurring Subscription
- A billing configuration used to process automated, repeating charges at regular intervals.
- Refund
- The financial process of reversing a completed transaction and returning funds to the customer.
- Stripe Connect
- The primary payment gateway integration used to process credit card transactions and manage subscriptions.
- Tax
- The financial configuration used to calculate and apply appropriate sales tax rates to purchases.
- Text-to-Pay
- A billing feature used to generate a secure payment link and deliver it to a customer via SMS for immediate processing.
- Upsell / Downsell
- Post-purchase funnel steps used to offer additional or alternative products immediately after an initial transaction.
Reputation & AI
10 terms- Content AI (Eliza)
- An integrated artificial intelligence tool used to generate written copy for emails, social media posts, and funnels.
- Conversation AI
- An artificial intelligence bot trained to automatically interpret and respond to incoming SMS and chat messages.
- GMB Integration
- A connection with Google Business Profile used to synchronize business information and manage customer reviews.
- Reputation Management
- A suite of tools used to automate review requests, monitor online ratings, and manage public feedback.
- Review Gating
- The practice of filtering customer feedback to direct positive experiences to public review sites while capturing negative feedback internally.
- Review Link
- A direct URL used to route customers to a specific platform, such as Google or Facebook, to leave a public review.
- Review Request
- An automated communication sent to a customer soliciting feedback or a public rating following a transaction or service.
- Review Widget
- A dynamic code snippet used to display aggregated public reviews directly on a website or funnel page.
- Workflow AI
- The integration of artificial intelligence models within automation workflows to generate dynamic, context-aware responses.
- Yext
- A premium integration used to synchronize and manage a business's Name, Address, and Phone number (NAP) across multiple online directories.
Technical & General
36 terms- A Record
- A fundamental DNS record used to point a domain name directly to a specific IP address.
- API
- An application programming interface comprising rules and protocols that allow external software to communicate with the platform.
- API Key / Token
- A unique cryptographic credential used to securely authenticate and authorize API requests.
- CNAME
- A DNS record used to alias one domain name to another, commonly used for subdomains and white-labeling.
- Custom App
- A bespoke software application built utilizing the platform's API to extend or modify native functionality.
- Custom Domain (White-label Domain)
- A user-owned web address configured to host branded login portals, applications, or websites.
- DKIM
- A DNS-based email authentication method used to cryptographically sign messages and verify sender identity.
- DMARC
- An email security protocol and reporting policy used to protect domains from unauthorized use and spoofing.
- DNS
- The domain name system used to manage the routing records that connect web addresses to servers and services.
- Domain
- The primary web address utilized for hosting websites, funnels, or branded applications.
- Domain Mapping
- The technical process of connecting a registered custom domain to a specific funnel or website within the platform.
- Domain Verification
- The security process of proving ownership and administrative control over a specific web address.
- Facebook Pixel
- A tracking code snippet provided by Meta used to monitor user behavior and attribute ad conversions.
- GHL / HighLevel
- The core software platform providing the underlying infrastructure for the agency and sub-account ecosystems.
- Google Tag Manager (GTM)
- A centralized tag management system used to deploy and manage tracking scripts without modifying source code.
- HTTPS
- The secure communication protocol used to encrypt data transferred between a user's browser and the platform's servers.
- Integration
- A technical connection established between the platform and third-party software to enable data sharing and extended functionality.
- ISV Program
- A specialized partner program designed for independent software vendors building applications that integrate with the platform.
- LeadConnector
- The proprietary brand name utilized for the platform's native mobile application and browser extensions.
- Mailgun
- A third-party email delivery service frequently integrated with the platform to manage outbound messaging.
- Make (Integromat)
- A third-party visual automation platform used to connect and transfer data between various software applications.
- MX Record
- A DNS record used to direct inbound email traffic to the correct mail servers for a specific domain.
- Native Integration
- A direct, built-in connection to a third-party service that requires no external middleware to function.
- Notifications
- System-generated alerts delivered to users to inform them of specific events, tasks, or system actions.
- OAuth
- A standardized authorization protocol used to grant secure, token-based access between integrated applications.
- Pabbly Connect
- A third-party automation platform used as an alternative middleware to connect various software applications.
- SMTP
- The standard network protocol utilized for transmitting outbound email messages across the internet.
- SPF
- A DNS record used to specify which mail servers are authorized to send email on behalf of a domain.
- SSL
- A cryptographic security certificate automatically managed by the platform to ensure encrypted connections for custom domains.
- Subdomain
- A secondary, child domain created as a prefix to a primary domain, commonly used for hosting specific applications or funnels.
- Twilio
- A third-party cloud communications platform frequently integrated to power SMS and voice telephony features.
- TXT Record
- A versatile DNS record used primarily for domain verification and configuring email authentication protocols like SPF, DKIM, and DMARC.
- User Permissions
- Administrative settings used to strictly control the visibility and operational capabilities of a specific user profile.
- Webhook (Inbound)
- A designated endpoint URL configured within the platform to receive automated data payloads from external systems.
- Webhook (Outbound)
- An automated process where the platform transmits data payloads to an external endpoint URL when triggered by an event.
- Zapier
- A widely used third-party automation platform utilized to connect the system with thousands of external software applications.
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