Why Business Services Matter
The Business Services section in GoHighLevel houses crucial settings that impact automation, communication, and AI-driven interactions. This is where you fine-tune how your automations run, manage call handling, optimize email services, and leverage AI-powered tools to improve efficiency.
Since some of these areas have been covered in other videos, I’ll briefly touch on them and link to more detailed guides where necessary.
Automation Settings
In this section, there are two key features: workflow notifications and workflow pauses.
Workflow Failure Notifications
If an automation encounters an issue, you can enable notifications to receive an email alert whenever a failure occurs. This is helpful when testing workflows or monitoring automations that are running at scale.
Pausing Workflows for Holidays & Events
If you run automated marketing campaigns year-round, there may be times—like Christmas or major holidays—where you don’t want messages going out. Instead of pausing each automation manually, you can schedule a workflow pause for specific dates.
To set this up, you:
Choose a date range for when automations should pause.
Select specific workflows or pause all published workflows.
Save the settings.
This prevents messages from being sent at inopportune times without requiring manual intervention.
Calendars
Since we’ve already covered calendar setup and management in another video, I won’t go into too much detail here. If you need help setting up appointment booking, calendar availability, or integrating GoHighLevel with your scheduling system, check out our dedicated Calendars video.
Conversational AI vs. Voice AI Agents
GoHighLevel has recently introduced powerful AI tools to handle customer interactions via text and phone calls. These features can significantly reduce manual work and improve response times for businesses that rely on customer engagement.
Conversational AI
This tool acts as a chatbot inside your Conversations tab, handling customer messages across SMS, Facebook Messenger, and WhatsApp. You can configure it to auto-reply, suggest responses, or fully manage conversations.
Voice AI Agents
Unlike Conversational AI, which only handles text-based interactions, Voice AI Agents answer phone calls on your behalf. They can collect information, respond to FAQs, and summarize call details for you.
For service-based businesses, this is a game-changer. Instead of relying on call answering services, AI can immediately interact with customers, log details, and ensure no lead is lost.
Since these tools require a more in-depth setup, we’ll be covering them in detail in a separate series.
Email Services & Deliverability
While we touched on email setup in our Getting Started video, there are additional settings in this section that can improve email tracking, forwarding, and deliverability.
Forward & Reply Settings
If you receive email replies inside GoHighLevel but prefer managing them in an external inbox (like Gmail or Outlook), you can configure forwarding settings here. Options include:
Forwarding emails to your personal inbox.
Sending replies to the assigned user in your team.
Customizing the reply-to address for outbound emails.
Email Analytics & Performance Monitoring
Email marketing success depends on open rates, click-through rates, and deliverability. GoHighLevel provides an analytics dashboard to track key metrics, including:
Delivery rates – Ensures emails are reaching recipients.
Open & click rates – Measures engagement levels.
Bounce rates – Identifies invalid or undeliverable emails.
Unsubscribe & spam complaints – Helps maintain compliance and sender reputation.
Postmaster Tools for Better Deliverability
For businesses sending large volumes of emails, GoHighLevel integrates with Google Postmaster Tools & Microsoft SNDS. These services help monitor email reputation and improve deliverability by tracking sender performance.
If you’re sending fewer than a few thousand emails per month, this may not be necessary. However, for businesses running large-scale email campaigns, these tools are valuable for keeping messages out of spam folders.
Phone Numbers & Call Handling
If you use GoHighLevel for phone calls & SMS, the Phone Numbers section is where you:
Purchase & assign phone numbers.
Set up call forwarding & voicemail settings.
Monitor SMS & call usage.
We’ve already covered A2P 10DLC compliance and phone number setup in previous videos, but there are a few additional options in this section worth noting.
Call Verification & Branding Tools
To improve call credibility and reduce spam flagging, you can:
Register for SHAKEN/STIR Verification – Helps validate your business phone number to carriers.
Set up CNAM (Caller ID Name Display) – Ensures your business name appears on outbound calls instead of just a number.
Both of these help prevent calls from being marked as spam and improve answer rates for outbound calls.
WhatsApp Integration
For businesses that use WhatsApp for customer communication, GoHighLevel allows you to:
Connect a WhatsApp Business account.
Send & receive WhatsApp messages inside GoHighLevel.
Automate WhatsApp responses & follow-ups.
Since WhatsApp is widely used outside North America, this feature is especially useful for global businesses. We’ll cover WhatsApp automation in more detail in a future video.
Final Thoughts & What’s Next
That wraps up Part 2 of our GoHighLevel Settings overview!
Key Takeaways from This Video:
Automations can be paused for holidays and monitored for failures.
Conversational AI handles text-based chats, while Voice AI Agents manage phone calls.
Email services allow you to track performance, forward replies, and improve deliverability.
Call handling tools like SHAKEN/STIR & CNAM improve phone credibility.
WhatsApp integration enables businesses to automate messaging on the platform.
What’s Coming in Part 3?
Next, we’ll cover Account & Security Settings, including:
Integrations with third-party tools.
User permissions & security settings.
Custom domains, memberships, and branding.