Integration of CRM GoHighLevel with telephony and aggregators for call center agency

1. Project Goal

Set up CRM GoHighLevel for a call center agency to ensure:

• Receiving and processing applications from all external sources (Thumbtack, Yelp, Google Business, Facebook, Instagram).

• Connecting telephony (Twilio or others) with call recording capabilities and linking calls to clients.

• Creating separate sales funnels for each call center client.

• Automating tasks, reminders, and messages to clients.

• Collecting analytics and reporting for each client individually.

2. Main Tasks

2.1. Integration of aggregators

• Set up integration with Thumbtack: automatic import of applications, contact details, messages.

• Set up integration with Yelp: connect chat and applications.

• Integrate Google Business: applications, calls, reviews.

• Connect Facebook/Instagram Leads (application forms).

• Ensure automatic distribution of applications to the appropriate client funnels.

2.2. Telephony

• Connect Twilio to GoHighLevel.

• Set up unique numbers for each client to see which company the call is from.

• Enable features:

  • Call recording.

  • Display call history in the client card.

  • Automatic SMS notifications to clients after calls (e.g., confirmation).

• Add IVR menu (optional) — greeting, call forwarding.

2.3. CRM Structure

• Create separate Kanban funnels for each client:

• New Request - Contacted - Details Confirmed - details of the order are confirmed (date, time, service type). - Scheduled - scheduled and assigned executor. - Completed - finished. - Payment Pending - payment is awaited. - Paid (Card) - paid by card. - Paid (Cash) - paid in cash on site. - Cancelled - order canceled. - Complaint

• Develop automations:

  • Automatic tasks for dispatchers upon receiving an application.

  • Reminders a day/hour before the meeting.

  • Template messages to clients (SMS/email).

2.4. Reporting Automation

• Create separate reports for each client:

  • Number of applications/leads.

  • Number of closed deals.

  • Conversion rate.

• Make a general analytics dashboard for the agency.

3. User Roles

• Administrator (you) – full access to all clients, reports, automations.

• Dispatchers – work only within a specific client's funnel.

• Clients – gain access to their applications and reports (optional).

4. Expected Results

✅ All applications from Thumbtack, Yelp, Google Business, Instagram/Facebook automatically enter the CRM.
✅ Each client has their own separate funnel, phone numbers, and reports.
✅ All calls are recorded and visible in the client card.
✅ Automatic reminders and template messages to clients.
✅ Reports for each client and a general analytics dashboard are set up.

5. Timeline and Budget

• Completion time:  (to be discussed).

• Budget: (to be discussed)

• Price 27,000 UAH indicated as prepayment.

6. What to Provide to the Contractor

• Access to GoHighLevel account.

• Access to Thumbtack, Yelp, Google Business, Facebook, Instagram accounts.

• Telephony (Twilio/OpenPhone) or connection details.

• Examples of funnels and sales stages.