KB-002: The Automation Ecosystem - How Everything Connects

Purpose: Understand the complete system architecture and master the core modules

Who This Is For: Team members who have completed KB-001 and are ready for deep system understanding

What You'll Learn:

How the 98 custom values power everything
The Big 5 core modules in detail (5 minutes per module)
Complete customer journey with all touchpoints
How modules interconnect and depend on each other
When and how to customize the system

Prerequisites: Complete KB-001: Quick Start Guide first

Foundation Layer (10 min)
- The 98 Custom Values System
- ExtendlyOS Configuration Form
- System Architecture Overview
The Big 5 Core Modules (25 min)
- B-007: Calendar Automations
- B-004: Database Reactivation
- B-009: Review Automations
- B-016: Referral Automations
- B-011: Lead Form Automations
Complete Customer Journey (10 min)
- Journey Stage Breakdown
- Human Intervention Points
- Integration Points

1. Foundation Layer (10-min read)

The 98 Custom Values System

What Are Custom Values?

Custom values are GoHighLevel's system for storing business-specific information that appears automatically throughout templates, workflows, funnels, and pages. Think of them as the "database" that personalizes every aspect of the client's automation system.

The Power of Custom Values:

Fill once, use everywhere - Update business phone in one place, it updates in 50+ locations
No manual find-and-replace - System handles updates automatically
Consistent branding - Logo, colors, fonts applied uniformly
Dynamic personalization - Each client's system is unique without rebuilding

Example: How One Custom Value Works

Let's trace business_phone custom value:

Custom Value: business_phone = "+15555551234"

Used in:
Email signatures (20+ templates)
SMS sender identification
Website footer contact info
Calendar booking pages
Follow-up message templates
Meeting Status Update Form
Review request pages
Referral campaign pages
Link Tree contact button
And 40+ more locations...

One update = 50+ instant changes across the entire system.

Custom Values Sources: The Three Layers

Layer 1: Extendly Base Values (B-Prefix Modules)

98 custom values provided by Extendly
Cover all standard business needs
Pre-mapped to templates and workflows
Examples: business_name, logo_url, primary_brand_color

Layer 2: Symphony Core Additions (A-Prefix)

Additional values for Symphony Core features
Agency-level customizations
Enhanced reporting and tracking
Examples: SC-specific branding, performance metrics

Layer 3: Client-Specific Values (C-Prefix)

Unique to individual clients
Industry-specific data
Custom campaign information
Examples: Special promotions, VIP client lists

How They Layer Together: All three layers coexist in the same GoHighLevel custom values area. When you view Settings → Custom Values, you see all layers combined. The prefix helps identify the source.

The ExtendlyOS Configuration Form

Purpose: One-time comprehensive setup that populates all 98 Extendly custom values automatically.

The "Fill Once, Use Everywhere" Magic:

Traditional Setup (Without ExtendlyOS):
❌ Manually update 98 custom values one by one
❌ 2-3 hours of data entry
❌ High error rate (typos, inconsistencies)
❌ Easy to miss fields

With ExtendlyOS Form:
✅ Fill out 6-page form (30 minutes)
✅ Submit once
✅ 98 values populated automatically
✅ Validation reduces errors
✅ All fields accounted for

How It Works:

User fills form → Form captures business information in user-friendly format
Form submits → ExtendlyOS processing engine activates
Values transform → Data converted and formatted for each custom value
System populates → All 98 custom values updated simultaneously
Templates update → Every template, workflow, and page using custom values reflects new data instantly

What The Form Collects (6 Pages):

Page 1: Business Essentials

Core identity (name, email, phone, hours)
Logo and social media presence
Review platform links
Email compliance settings

Page 2: Visual Branding

Color palette (4 colors)
Typography (2 fonts)
Domain configuration

Page 3: Social Proof

6 customer testimonials
Testimonial attribution

Page 4: Team Profiles

Up to 3 team members
Names and headshots

Page 5: Link Tree

Visual identity for link-in-bio page
8 call-to-action buttons

Page 6: Marketing Offers

4 lead magnet configurations
Database reactivation copy
Referral program details
Key phone numbers and values

For detailed field-by-field walkthrough, see KB-003: Custom Values Deep Dive

System Architecture Overview

The Automation Ecosystem Map

┌─────────────────────────────────────────────────────────────┐
│                    📥 LEAD SOURCES (Input)                   │
│  Website │ Social Media │ Phone │ GMB │ Referrals │ Walk-in │
└─────────────────────┬───────────────────────────────────────┘
                      │
                      ▼
┌─────────────────────────────────────────────────────────────┐
│              ⚙️ AUTOMATION MODULES (Processing)              │
│                                                              │
│  ┌──────────────┐  ┌──────────────┐  ┌──────────────┐     │
│  │ Lead Capture │  │   Calendar   │  │   Pipeline   │     │
│  │  & Response  │  │  Management  │  │  Automation  │     │
│  └──────────────┘  └──────────────┘  └──────────────┘     │
│                                                              │
│  ┌──────────────┐  ┌──────────────┐  ┌──────────────┐     │
│  │   Payment    │  │    Review    │  │   Referral   │     │
│  │  Processing  │  │    System    │  │    Engine    │     │
│  └──────────────┘  └──────────────┘  └──────────────┘     │
│                                                              │
│  ┌──────────────────────────────────────────────────┐       │
│  │          Nurture Campaigns (Long-term)          │       │
│  └──────────────────────────────────────────────────┘       │
└─────────────────────┬───────────────────────────────────────┘
                      │
                      ▼
┌─────────────────────────────────────────────────────────────┐
│              🎯 BUSINESS OUTCOMES (Output)                   │
│  Qualified Appointments │ Closed Deals │ Paid Invoices      │
│  5-Star Reviews │ New Referrals │ Loyal Customers           │
└─────────────────────────────────────────────────────────────┘
                      │
                      ▼
┌─────────────────────────────────────────────────────────────┐
│         🏗️ FOUNDATION (Controls Everything)                  │
│  98 Custom Values │ Tag Routing │ Meeting Status Form       │
└─────────────────────────────────────────────────────────────┘

Key Architectural Principles:

Everything flows through the foundation - Custom values control all personalization
Modules are interconnected - Calendar triggers follow-up, follow-up triggers reviews
Multi-channel input, unified processing - All leads enter different ways but follow same automation
Outcome-focused design - Every module exists to produce specific business result

2. The Big 5 Core Modules (25-min read)

These 5 modules handle 80% of all automation work in the system. Master these, and you'll understand the complete client journey.

Module 1: B-007 - Calendar Automations (5-min read)

What It Does: Complete appointment lifecycle management from booking through post-meeting follow-up

Why It's Critical: This is THE HUB. The Meeting Status Update Form in this module is the most important automation in the entire system.

Key Features

1. Appointment Booking

Calendar integration with Google, Outlook, iCal
Multiple calendar support (different services, different team members)
Real-time availability checking
Automatic timezone detection
Booking confirmation sent immediately

2. Pre-Appointment Automation

10-minute reminder - First reminder sent 10 minutes before appointment
2-minute reminder - Final reminder with Meeting Status Update Form link
SMS and email dual-channel delivery
Reschedule and cancel options included

3. The Meeting Status Update Form (THE HUB)

This form is delivered 2 minutes before every appointment and serves as the central data capture point for the entire system.

What It Captures:

Contact information updates (phone, email, address)
Deal value estimate
Meeting outcome (Closed, Follow-up needed, Not interested, Quote needed)
Next follow-up date
Detailed meeting notes
Service interest details

What It Triggers: Based on form responses, different automations activate:

Closed Won → Invoice workflow, review request workflow
Follow-up Needed → Schedule next touch, add to nurture campaign
Not Interested → Long-term nurture campaign, pipeline update
Quote Needed → Proposal workflow, follow-up reminders

Why It's The Hub: This single form replaces hours of manual CRM data entry. It ensures every meeting generates actionable follow-up automatically.

4. No-Show Recovery

Automatic detection when appointment not attended
Immediate follow-up message sent
Reschedule link provided
Multiple follow-up attempts (Day 1, Day 3, Day 7)
Eventually moves to long-term nurture if no response

5. Cancellation Management

Cancellation triggers assignment to user for immediate follow-up
Reschedule link sent automatically
Reason for cancellation captured (if provided)
Re-engagement workflow activates

When It Triggers

Trigger Event	Automation Fired
Appointment booked	Confirmation email/SMS
10 minutes before	First reminder
2 minutes before	Meeting Status Update Form delivered
Appointment time passes (no check-in)	No-show recovery workflow
Appointment cancelled	Cancellation follow-up workflow
Meeting Status Form submitted	Outcome-based follow-up workflows

Configuration Requirements

Mandatory:

User calendar connected (Google/Outlook/iCal)
Calendar linked to user account
Availability configured (timezone, hours)
Team members assigned to calendars
Meeting location set (phone/virtual/in-person)
User assigned in cancellation workflow

Optional:

Virtual meeting integration (Zoom/Google Meet/Teams)
Multiple calendar types for different services
Custom reminder timing
Industry-specific Meeting Status Form fields

Common Customizations

Industry-Specific:

Real Estate: Add fields for property address, buying timeline, price range
Home Services: Add fields for service type, urgency level, property details
Professional Services: Add fields for case type, budget range, decision-making authority

Meeting Type Variations:

Virtual meetings: Connect video conferencing, auto-generate meeting links
Phone calls: Add voicemail recording, call outcome tracking
In-person: Add directions, parking instructions, preparation requirements

Troubleshooting Common Issues

Issue: Calendar not showing availability

Check: Calendar connection active? (Settings → Calendar Settings → Connections)
Check: Availability hours configured? (Calendar Settings → Availability)
Check: Timezone correct?
Check: Linked calendar selected?

Issue: Meeting Status Form not sending

Check: Workflow B-007-WF-3.1 active (2-minute reminder)
Check: Custom value client_meeting_status_update_url populated
Check: Contact has valid email or phone
Check: Appointment occurred in the past (can't send for past appointments)

Issue: No-show recovery not triggering

Check: Workflow B-007-WF-5.0 active (no-show detection)
Check: Appointment time has passed
Check: Contact didn't submit Meeting Status Form
Check: Contact has valid communication channel

Module 2: B-004 - Database Reactivation (5-min read)

What It Does: Long-term lead nurturing and dormant prospect re-engagement

Why It's Critical: Most leads don't buy immediately. This module keeps you top-of-mind for months and years.

Key Features

1. 52-Week SMS Nurture Campaign

One SMS per week for entire year
Educational content positioning business as expert
Industry-specific messaging
Automated segmentation based on engagement
"Forever follow-up" - campaign loops after completion

Content Strategy:

Weeks 1-12: Educational tips and industry insights
Weeks 13-24: Problem-solving and common questions
Weeks 25-36: Seasonal content and timely advice
Weeks 37-48: Success stories and testimonials
Weeks 49-52: Year-end value and holiday messaging

2. Annual Email Nurture Sequence

Monthly touchpoints (12 emails per year)
Longer-form content than SMS
Newsletter-style format with multiple value points
Seasonal integration (holidays, industry events)
Re-engagement triggers for inactive contacts

3. Forever Follow-Up Loop

Campaign automatically restarts after completion
Ensures no contact ever "falls through cracks"
Intelligent frequency management (not overwhelming)
Exit triggers when contact engages or converts

4. Database Reactivation Campaigns

Targeted outreach to dormant prospects
Special offer or compelling reason to re-engage
Multi-touch sequence (2-3 attempts)
Custom copy for different dormancy periods

5. Dormant Prospect Recovery

Automatic detection of inactive contacts
Triggered based on time since last interaction
Personalized re-engagement messaging
Offer integration to incentivize response

When It Triggers

Trigger Event	Automation Fired
Contact created (doesn't convert immediately)	Enters 52-week SMS campaign
Contact reaches 30 days inactive	Database reactivation sequence starts
Contact reaches 90 days inactive	Dormant prospect recovery workflow
Contact completes 52-week campaign	Campaign restarts (forever loop)
Contact opens email/clicks link	Engagement score updated, potential escalation

Configuration Requirements

Mandatory:

Database reactivation SMS copy written (2 messages)
Reactivation offer URL created
Custom values populated (database_reactivation_initial_sms, database_reactivation_2nd_sms)
Lead value defined (value_of_converted_lead)

Optional:

Industry-specific SMS and email content
Segmentation by lead source
Custom dormancy thresholds
Special offers for different prospect types

Common Customizations

Industry-Specific Messaging:

Real Estate: Market updates, new listings, home value estimates
Home Services: Seasonal maintenance reminders, service specials
Professional Services: Industry regulation changes, compliance updates

Engagement-Based Segmentation:

High engagement → More frequent touchpoints
Medium engagement → Standard cadence
Low engagement → Reduced frequency, different messaging

Offer Variations:

New prospects → Educational content focus
Dormant prospects → Compelling offer or discount
Long-term dormant → "We miss you" re-engagement campaign

Troubleshooting Common Issues

Issue: SMS nurture not starting automatically

Check: Contact has valid phone number with country code
Check: Contact not already in workflow
Check: Workflow B-004-WF-1.0 active
Check: Tag or trigger conditions met

Issue: High unsubscribe rate

Review: Message frequency (might be too aggressive)
Review: Message relevance (generic vs. personalized)
Review: Value provided (educational vs. sales-focused)
Action: Reduce frequency, improve content quality

Issue: Low engagement with email nurture

Review: Subject line effectiveness
Review: Email length (shorter often performs better)
Review: Call-to-action clarity
Action: A/B test subject lines, improve content quality

Module 3: B-009 - Review Automations (5-min read)

What It Does: Reputation management and review generation system

Why It's Critical: Online reviews are the #1 factor in consumer decision-making. This module systematically generates 5-star reviews.

Key Features

1. Post-Service Satisfaction Surveys

Automated trigger after service completion
Simple satisfaction question (How satisfied were you? 1-5 stars)
Quick response time (sent within 24 hours of service)
Multi-channel delivery (SMS and email)

2. Intelligent Review Routing

This is the "smart" part of the system:

Customer completes satisfaction survey
    ↓
Is rating 4-5 stars? (Satisfied)
    ↓ YES
Route to PUBLIC review platforms
    ├─ Google My Business (preferred)
    ├─ Yelp
    ├─ Facebook
    └─ Industry-specific platforms

    ↓ NO (1-3 stars - Dissatisfied)
Route to INTERNAL feedback form
    ├─ Capture detailed feedback
    ├─ Alert team for immediate resolution
    ├─ Assign to service recovery workflow
    └─ Follow-up after issue resolved

Why This Works:

Maximizes 5-star public reviews
Minimizes negative public reviews
Gives business chance to resolve issues before they go public
Maintains compliance (customer can still leave review wherever they want)

3. Compliance-Friendly Review Gating The system doesn't prevent customers from leaving reviews anywhere - it simply guides satisfied customers to public platforms first. Dissatisfied customers receive internal form but can still access review platforms if they choose.

4. Review Platform Integration

Google My Business - Primary platform (highest visibility)
Yelp - Secondary for applicable industries
Facebook - Social proof on business page
Industry-specific - Avvo (lawyers), Zillow (real estate), etc.

5. Review Response Automation

Notifications when new reviews posted
Template responses for positive reviews
Alert system for negative reviews requiring attention

When It Triggers

Trigger Event	Automation Fired
Service marked complete in pipeline	Satisfaction survey sent (24 hours later)
Customer rates 4-5 stars	Public review request workflow
Customer rates 1-3 stars	Internal feedback form workflow
Negative feedback received	Service recovery workflow, team notification
Customer leaves public review	Review response notification

Configuration Requirements

Mandatory:

Google My Business review link added to custom values
GMB integrated (Settings → Integrations → Google)
Review platform links configured
Internal feedback form created
Service recovery workflow assigned to user

Optional:

Additional review platform links (Yelp, Facebook, industry-specific)
Custom satisfaction survey questions
Automated review response templates
Review monitoring and reporting

Common Customizations

Industry-Specific Review Platforms:

Real Estate: Zillow, Realtor.com, Trulia
Legal: Avvo, Lawyers.com, Martindale-Hubbell
Healthcare: Healthgrades, Vitals, RateMDs
Home Services: Angi (formerly Angie's List), HomeAdvisor, Thumbtack

Timing Variations:

High-touch services: Survey sent same day or next day
Standard services: Survey sent 24-48 hours after completion
Project-based: Survey sent after final milestone or project completion

Multi-Service Businesses:

Different survey questions per service type
Service-specific review platform routing
Customized follow-up based on service category

Troubleshooting Common Issues

Issue: Low review request response rate

Check: Timing of survey (too soon? too late?)
Check: Survey question clarity (simple yes/no or 1-5 stars works best)
Check: Delivery method (SMS often better than email for surveys)
Action: Test different timing, simplify survey, try SMS first

Issue: Too many negative reviews going public

Check: Survey triggering at right time (after service truly complete?)
Check: Internal feedback form working correctly
Check: Service quality issues (reviews reflect actual problems?)
Action: Improve service quality, fix internal routing issues

Issue: Google review link not working

Check: GMB integrated in Settings → Integrations
Check: Correct review URL format (should be short URL from GMB)
Check: Custom value gmb_review_link populated correctly
Action: Re-generate review link from GMB, update custom value

Module 4: B-016 - Referral Automations (5-min read)

What It Does: Systematic referral request and tracking system

Why It's Critical: Referrals are the highest-quality leads (close rates 3-5x higher than cold leads). This module makes referral generation automatic.

Key Features

1. Automated Referral Requests

Triggers after positive customer experiences
Timing based on customer satisfaction indicators
Multiple request touchpoints (not just one-and-done)
Personalized messaging emphasizing relationship

Trigger Conditions:

5-star satisfaction survey response
Positive review left on public platform
Repeat customer (2nd or 3rd purchase)
Customer engagement milestones
Successful project completion

2. Link-Based Tracking System

Unique referral link for each customer
Track who referred whom automatically
Attribution for reward distribution
Performance reporting by referrer

How It Works:

Customer receives referral request
    ↓
Shares unique tracking link with friends/family
    ↓
Friend clicks link → Referred contact created with attribution
    ↓
System tags referred contact with original customer's name
    ↓
When referred contact converts → Original customer notified for reward

3. Reward Distribution Automation

Automatic detection of successful referrals
Notification to referrer about reward eligibility
Reward delivery workflow (gift card, discount, cash)
Thank you message reinforcing referral behavior

4. Social Sharing Facilitation

Pre-written social media posts
One-click sharing to Facebook, LinkedIn, Instagram
Email template for personal outreach
SMS template for texting friends

5. Referral Campaign Variations

Standard referral: Friend gets discount, referrer gets reward
Double-sided incentive: Both parties receive benefit
Tiered rewards: Multiple referrals = increasing rewards
Limited-time campaigns: Urgency-driven referral pushes

When It Triggers

Trigger Event	Automation Fired
Customer rates 5 stars on satisfaction survey	Referral request sent (2-3 days later)
Customer leaves positive public review	Referral request reinforcement
Customer reaches 2nd purchase	VIP referral program invitation
Referred contact created via unique link	Attribution tracking, follow-up workflow
Referred contact converts to customer	Reward notification to original referrer

Configuration Requirements

Mandatory:

Referral offer description written
Referral offer URL created (landing page for referred contacts)
Reward details defined
Time limit for offer set
User assigned to new referral lead workflow
Referral templates customized for client niche

Optional:

Tiered reward structure
Social sharing integration
Referral contest campaigns
Automated reward delivery (gift card APIs)

Common Customizations

Industry-Specific Referral Offers:

Real Estate: $500 referral bonus or gift card
Home Services: Free service visit or discount on next service
Professional Services: Discount on fees or complementary consultation
E-commerce: Store credit or free product

Referral Program Structures:

One-sided: Only referrer gets reward
Two-sided: Both referrer and referee get reward
Tiered: 1 referral = $50, 3 referrals = $200, 5 referrals = $500
Contest-based: Top referrers in time period win grand prize

Messaging Variations:

Personal relationship focus: "Know someone who needs..."
Mutual benefit focus: "Get $X, they get $X"
Social proof focus: "Join 500 happy customers..."
Urgency focus: "Limited time - refer by [date]"

Troubleshooting Common Issues

Issue: Low referral participation rate

Check: Offer compelling enough? (should be meaningful reward)
Check: Asking at right time? (immediately after positive experience)
Check: Making referral easy? (one-click sharing vs. complex process)
Action: Increase reward value, improve timing, simplify process

Issue: Referral tracking not working

Check: Unique links generating correctly
Check: Form on referral landing page tagging correctly
Check: Workflow B-016-WF-2.1 active (referral form submitted)
Action: Test full referral flow, verify tagging logic

Issue: High referral requests but low referred lead volume

Check: Landing page experience (is it converting?)
Check: Offer clarity (does friend understand what they get?)
Check: Follow-up on referred leads (are they being contacted quickly?)
Action: Improve landing page, clarify offer, speed up lead response

Module 5: B-011 - Lead Form Automations (5-min read)

What It Does: Multi-source lead capture and instant engagement

Why It's Critical: Speed-to-lead is critical. This module ensures no lead waits more than seconds for response.

Key Features

1. Multi-Channel Lead Capture

The system captures leads from every possible source:

Source	How It's Captured	Integration Required
Website form	GHL form embed or API	Form code on website
Facebook/Instagram	Native GHL integration	Facebook Pages connection
Google My Business	Native GHL integration	GMB connection
Phone call	GHL phone number	Phone number provisioned
SMS	GHL phone number	Phone number provisioned
Email	Forward to GHL email	Email forwarding setup
Walk-in	Manual contact creation	None (manual entry)
Referral link	Special tracking link	Form with UTM parameters

2. Source Attribution Tracking

Every lead is automatically tagged with their source:

Lead submits website form
    ↓
System captures:
- Source: Website
- Medium: Contact Form
- Campaign: [if tracked]
- Landing page URL
- Timestamp
    ↓
All data stored on contact record for reporting

Why This Matters:

Track which marketing channels work best
Calculate ROI per lead source
Adjust spending based on performance
Personalize follow-up based on how they found you

3. Instant Response Automation

The 5-Second Rule: Leads that receive response within 5 minutes are 21x more likely to convert than leads that wait 30 minutes.

System Response Flow:

Lead submits form at 2:00:00 PM
    ↓ (0-10 seconds)
Instant confirmation sent: "Thank you! We received your information..."
    ↓ (1 minute)
Initial response sent: "Hi {Name}, thanks for reaching out about..."
    ↓ (5 minutes)
Personalized follow-up with value: Video, calendar link, or specific answer
    ↓ (24 hours if no response)
Secondary follow-up: Different angle, additional value

4. Workflow Routing Based on Source

Different lead sources get different automation:

Lead Source	Automation Flow
Website contact form	Standard follow-up sequence
Facebook ad	Ad-specific landing page acknowledgment
GMB message	Local business hours response
Phone call	Immediate callback if during hours, SMS if after hours
Referral link	Referral-specific welcome sequence
Request callback form	B-006 callback workflow

5. Pipeline Assignment

Leads automatically enter appropriate pipeline stage:

New lead from cold source → "New Inquiry" stage
Referral → "Qualified Lead" stage (warmer)
Repeat inquiry → "Hot Lead" stage
Request callback → "Appointment Requested" stage

When It Triggers

Trigger Event	Automation Fired
Website form submitted	Instant confirmation + initial response workflow
Facebook message received	Social media response workflow
GMB message received	GMB-specific response workflow
Phone call missed	Missed call text back workflow
SMS received	Inbound SMS response workflow
Email received	Email auto-responder + routing to inbox

Configuration Requirements

Mandatory:

Website form integrated (embedded or API)
Phone number connected for SMS/call
Initial response templates customized
Pipeline stages configured
Source tagging enabled

Optional:

Facebook/Instagram integration
Google My Business integration
Advanced source tracking (UTM parameters)
Custom workflows per source type
Lead scoring based on source

Common Customizations

Source-Specific Messaging:

Website leads → Professional, informative tone
Social media leads → Casual, friendly tone
Referral leads → Personalized, relationship-focused
GMB leads → Local, community-oriented

Industry-Specific Lead Capture:

Real Estate: Property address, buying/selling timeline, price range
Home Services: Service needed, property type, urgency level
Professional Services: Case type, budget, decision authority

Advanced Lead Scoring:

High-intent leads (request callback, referral) → Immediate human contact
Medium-intent leads (contact form) → Automated nurture + human touch
Low-intent leads (newsletter signup) → Long-term nurture only

Troubleshooting Common Issues

Issue: Leads not captured from website

Check: Form embed code correctly placed on website
Check: Form published (not in draft mode)
Check: Test form submission manually
Action: Re-embed form, check console errors, test live

Issue: Instant response not sending

Check: Workflow B-011-WF-1.0 active
Check: Contact has valid email or phone
Check: Templates don't have errors (test send)
Action: Activate workflow, verify contact info, test templates

Issue: Wrong pipeline stage assignment

Check: Form has correct pipeline mapping
Check: Workflow trigger conditions
Check: Tag-based routing logic
Action: Update form settings, adjust workflow triggers

3. Complete Customer Journey (10-min read)

Journey Stage Breakdown

Now that you understand the Big 5 modules, let's trace a complete customer journey from first contact through loyal advocate.

Meet Sarah - Our Example Customer

Sarah is a homeowner who needs HVAC service. Let's follow her complete journey through the automation system.

STAGE 1: CAPTURE - Sarah Becomes a Lead

Day 1, 2:00 PM - Initial Contact

Sarah finds business via Google search
Clicks through to website
Fills out "Request Service" form
System fires: B-011 Lead Form Automation

What Happens (2:00:00 - 2:00:30 PM):

2:00:05 PM - Sarah submits form
2:00:08 PM - System tags Sarah with:
  - Source: Website
  - Medium: Contact Form
  - Service interest: HVAC Repair
2:00:10 PM - Instant confirmation sent:
  "Thanks! We received your service request..."
2:00:15 PM - Sarah added to pipeline stage: "New Inquiry"
2:00:30 PM - Initial response sent:
  "Hi Sarah, thanks for reaching out about HVAC repair.
   I've got your information and will reach out shortly..."

Day 1, 2:05 PM - Value-Add Follow-up

System fires: B-011 5-minute follow-up
Sarah receives SMS with:
- Link to educational video about HVAC maintenance
- Calendar link to book service appointment
- Direct phone number to call

Sarah's Experience: "Wow, they responded in seconds! Let me check my schedule and book that appointment..."

STAGE 2: BOOK - Sarah Schedules Service

Day 1, 2:10 PM - Appointment Booking

Sarah clicks calendar link from follow-up message
Sees available time slots
Books appointment for Day 3, 10:00 AM
System fires: B-007 Calendar Automation

What Happens:

2:10 PM - Sarah books appointment
2:10 PM - Booking confirmation sent (email + SMS):
  "Appointment confirmed for Thursday, Oct 31 at 10:00 AM"
  - Service address confirmation
  - Technician arrival window
  - Cancellation/reschedule link
2:10 PM - Appointment added to tech's calendar automatically
2:10 PM - Sarah moves to pipeline stage: "Appointment Booked"

Day 2, 5:00 PM - 24-Hour Reminder

System fires: B-007 24-hour reminder
Sarah receives SMS: "Reminder: HVAC service appointment tomorrow at 10:00 AM..."

Day 3, 9:50 AM - 10-Minute Reminder

System fires: B-007 10-minute reminder
Sarah receives SMS: "Your technician will arrive in 10 minutes..."

Day 3, 9:58 AM - Meeting Status Update Form

System fires: B-007 2-minute reminder with form
Sarah receives SMS with link to Meeting Status Update Form
Form pre-filled with her information
Quick questions:
- Confirm contact details
- Estimate repair value (if possible)
- Any special instructions for technician

Sarah's Experience: "They're so organized! I feel confident they won't forget about me."

STAGE 3: CONVERT - Sarah Becomes a Customer

Day 3, 10:00 AM - Service Appointment

Technician arrives on time
Performs HVAC repair
Estimates cost: $450
Sarah approves work

Day 3, 10:30 AM - Technician Completes Meeting Status Form

Opens form on mobile device
Updates:
- Service completed: Yes
- Final cost: $450
- Payment collected: Yes
- Customer satisfaction: Very satisfied
- Meeting outcome: Closed Won
- Notes: "Replaced capacitor, system running perfectly"

What Happens:

10:30 AM - Form submitted
10:31 AM - Sarah's deal marked "Closed Won" automatically
10:31 AM - Invoice generated and sent to Sarah's email
10:31 AM - Payment confirmation recorded
10:32 AM - Sarah moved to pipeline stage: "Customer"
10:32 AM - Follow-up workflows queued:
  - Satisfaction survey (24 hours)
  - Review request (48 hours)
  - Maintenance reminder (90 days)
  - Annual email nurture campaign

Sarah's Experience: "I got my invoice immediately, payment processed, and they're already following up. Professional!"

STAGE 4: GROW - Sarah Becomes an Advocate

Day 4, 10:30 AM - Satisfaction Survey

System fires: B-009 Review Automation (24 hours after service)
Sarah receives SMS: "How satisfied were you with our service? 1-5 stars"
Sarah replies: "5 - Great service!"

What Happens (Intelligent Routing):

Sarah rated 5 stars (positive)
    ↓
Route to PUBLIC review request (not internal feedback)
    ↓
10:32 AM - Sarah receives review request:
  "Thank you! Would you mind sharing your experience on Google?"
  [Link to Google My Business review page]

Day 4, 11:00 AM - Sarah Leaves Review

Sarah clicks Google review link
Writes 5-star review: "Fast, professional, fair pricing..."
System fires: Review response notification to team

Day 6 - Referral Request

System fires: B-016 Referral Automation (48 hours after positive review)
Sarah receives message: "Thanks for your awesome review! Know someone else who needs HVAC service? Refer a friend and you both get $50 off your next service!"
Includes unique referral tracking link

Sarah's Experience: "I'd be happy to refer them - they saved me $50 and I can save my friends too!"

Week 2 - Sarah Enters Long-Term Nurture

System fires: B-004 Database Reactivation (52-week campaign)
Sarah begins receiving:
- Weekly SMS tips about HVAC maintenance
- Monthly email newsletters
- Seasonal service reminders
- Special offers and promotions

Month 3 - Maintenance Reminder

System fires: Scheduled follow-up from Meeting Status Form
Sarah receives reminder about 90-day maintenance check
Includes calendar link to book appointment
Cycle begins again...

Human Intervention Points

While most of the journey is automated, humans are essential at key points:

Where Humans ARE Required:

Service Delivery - Technician performs actual work (obviously!)
Complex Questions - Customer asks question automation can't answer
Negative Feedback - Customer rates 1-3 stars, human follows up
Cancellation Follow-up - User assigned to personally reach out
High-Value Opportunities - Deals over certain threshold get personal attention
Escalations - Any "help needed" or complaint triggers human contact

Where Humans are NOT Required:

Initial lead response - Automation handles instantly
Appointment reminders - Fully automated
Meeting Status Form - System processes submissions automatically
Invoice generation - Triggered automatically upon deal close
Review requests - Sent based on satisfaction score
Referral campaigns - Triggered after positive experiences
Long-term nurture - 52 weeks automated without human touch

The Rule: Automation handles repetitive, time-sensitive, and routine tasks. Humans handle relationship-building, problem-solving, and high-value interactions.

Integration Points (How Modules Connect)

The Interconnected System:

Lead Form (B-011)
    ↓ Creates contact
Calendar (B-007)
    ↓ Meeting Status Form submitted
Pipeline Automation
    ↓ Deal marked closed won
Payment (B-005)
    ↓ Invoice sent
Review (B-009)
    ↓ Satisfaction survey
Review (B-009)
    ↓ 5-star rating
Referral (B-016)
    ↓ Referral request sent
Database Reactivation (B-004)
    ↓ Long-term nurture begins

Key Integration Dependencies:

Calendar → Review: Can't request review without service completion tracked in calendar
Review → Referral: Referral only triggered after positive review/satisfaction
Lead Form → All Modules: Initial lead capture feeds all downstream automation
Custom Values → Everything: Every module depends on custom values for personalization

Data Flow Between Modules:

From Module	To Module	Data Transferred	Purpose
B-011 (Lead Form)	B-007 (Calendar)	Contact info, service interest	Enable booking
B-007 (Calendar)	B-009 (Review)	Service completion status	Trigger satisfaction survey
B-009 (Review)	B-016 (Referral)	Satisfaction rating	Trigger referral request if positive
B-007 (Calendar)	B-005 (Payment)	Deal value, close status	Generate invoice
All Modules	B-004 (Nurture)	Engagement level	Segment nurture messaging

Summary and Next Steps

What You've Learned

You now understand:

✅ How the 98 custom values power the entire system
✅ The Big 5 core modules and what each does
✅ Complete customer journey from lead to advocate
✅ How modules interconnect and depend on each other
✅ When humans intervene vs. what's fully automated

Your Next Steps

1. Apply This Knowledge - Use KB-002 as reference during next client onboarding

2. Deepen Understanding - Continue to:

KB-003: Custom Values Deep Dive - Master the 98 custom values system
KB-004: Complete Onboarding Checklist - Detailed step-by-step operations guide
KB-007: Decision Trees and Troubleshooting - Quick answers to common questions

3. Reference Materials

KB-008: Visual Reference Guide - Printable diagrams and cheat sheets
KB-005: Systems Integration - Technical architecture details

Quick Reference: The Big 5

Module	One-Sentence Summary	Key Action
B-007: Calendar	Appointment lifecycle + Meeting Status Update Form	Connect calendars, configure meeting location
B-004: Database Reactivation	52-week nurture + dormant prospect recovery	Write SMS copy, set offers
B-009: Review	Satisfaction surveys + intelligent review routing	Configure review platform links
B-016: Referral	Automated referral requests + reward tracking	Define referral offer and rewards
B-011: Lead Form	Multi-source capture + instant response	Integrate all lead sources

Document Information

Version: 1.0
Created: 2025-10-29
Last Updated: 2025-10-29
Status: Draft (Phase 2)
Target Audience: Team members completing week 1-2 training
Reading Time: ~45 minutes
Next Review: 2025-11-19
Owner: [TBD]
Related Documents:

Change Log:

Date	Version	Changes	Author
2025-10-29	1.0	Initial draft created	Claude Code

Table of Contents​

1. Foundation Layer (10-min read)​

The 98 Custom Values System​

Custom Values Sources: The Three Layers​

The ExtendlyOS Configuration Form​

System Architecture Overview​

2. The Big 5 Core Modules (25-min read)​

Module 1: B-007 - Calendar Automations (5-min read)​

Key Features​

When It Triggers​

Configuration Requirements​

Common Customizations​

Troubleshooting Common Issues​

Module 2: B-004 - Database Reactivation (5-min read)​

Key Features​

When It Triggers​

Configuration Requirements​

Common Customizations​

Troubleshooting Common Issues​

Module 3: B-009 - Review Automations (5-min read)​

Key Features​

When It Triggers​

Configuration Requirements​

Common Customizations​

Troubleshooting Common Issues​

Module 4: B-016 - Referral Automations (5-min read)​

Key Features​

When It Triggers​

Configuration Requirements​

Common Customizations​

Troubleshooting Common Issues​

Module 5: B-011 - Lead Form Automations (5-min read)​

Key Features​

When It Triggers​

Configuration Requirements​

Common Customizations​

Troubleshooting Common Issues​

3. Complete Customer Journey (10-min read)​

Journey Stage Breakdown​

Human Intervention Points​

Integration Points (How Modules Connect)​

Summary and Next Steps​

What You've Learned​

Your Next Steps​

Quick Reference: The Big 5​

Document Information​

Table of Contents

1. Foundation Layer (10-min read)

The 98 Custom Values System

Custom Values Sources: The Three Layers

The ExtendlyOS Configuration Form

System Architecture Overview

2. The Big 5 Core Modules (25-min read)

Module 1: B-007 - Calendar Automations (5-min read)

Key Features

When It Triggers

Configuration Requirements

Common Customizations

Troubleshooting Common Issues

Module 2: B-004 - Database Reactivation (5-min read)

Key Features

When It Triggers

Configuration Requirements

Common Customizations

Troubleshooting Common Issues

Module 3: B-009 - Review Automations (5-min read)

Key Features

When It Triggers

Configuration Requirements

Common Customizations

Troubleshooting Common Issues

Module 4: B-016 - Referral Automations (5-min read)

Key Features

When It Triggers

Configuration Requirements

Common Customizations

Troubleshooting Common Issues

Module 5: B-011 - Lead Form Automations (5-min read)

Key Features

When It Triggers

Configuration Requirements

Common Customizations

Troubleshooting Common Issues

3. Complete Customer Journey (10-min read)

Journey Stage Breakdown

Human Intervention Points

Integration Points (How Modules Connect)

Summary and Next Steps

What You've Learned

Your Next Steps

Quick Reference: The Big 5

Document Information