KB-003: Custom Values Deep Dive - The System's Brain

Target Audience: Implementation team members, advanced users

Learning Objectives:

Master the custom values system that powers Extendly Small Business Snapshot
Complete ExtendlyOS Configuration Form efficiently and accurately
Understand module-specific custom values and their usage
Maintain and update custom values correctly throughout client lifecycle

Estimated Reading Time: 50 minutes

Understanding Custom Values (5 min)
The ExtendlyOS Configuration Form (15 min)
Module-Specific Custom Values (25 min)
Updating and Maintaining Custom Values (5 min)
Quick Reference

1. Understanding Custom Values

1.1 What Are Custom Values?

Custom values are GHL custom fields that store business-specific data used throughout the entire Extendly Small Business Snapshot system. Think of them as the "database" that personalizes everything for each client.

Key Characteristics:

Centralized Storage: Each value is stored once in GHL Settings → Custom Values
Universal Application: Used across workflows, templates, pages, forms, and automations
Dynamic Placeholders: Inserted using syntax like {{custom_values.business_name}}
Automatic Propagation: When updated, changes cascade throughout the system

Example in Action:

When you set custom_values.business_name = "ABC Plumbing", this single value automatically appears in:

✉️ Email signatures ("Thank you, ABC Plumbing Team")
📱 SMS messages ("This is ABC Plumbing...")
🌐 Website pages (page titles, headers, footers)
📋 Forms (business contact information)
⚙️ Workflows (internal notifications, assignments)
⭐ Review requests ("Leave a review for ABC Plumbing")

Result: One value update = 50+ locations updated automatically.

1.2 The "Fill Once, Use Everywhere" Concept

The Extendly Small Business Snapshot uses 98 custom values to power the entire system. This architecture provides:

Benefits:

Consistency: Business information appears identically everywhere
Efficiency: Configure once, use thousands of times
Maintainability: Update in one place, cascade everywhere
Scalability: Add new templates/workflows without reconfiguration

How It Works:

The Process:

Fill ExtendlyOS Form (30 minutes, one time)
Custom Values Auto-Populate (instant, 98 values)
System Becomes Personalized (automatic, 500+ locations)
Client Goes Live (fully branded, ready to use)

1.3 Custom Values Sources

The 98 custom values in the Extendly Small Business Snapshot come from three sources:

1. Extendly Base Custom Values (B-Modules)

Origin: Built by Extendly as part of base snapshot Count: ~80 values Purpose: Power core automation modules Modules Using These:

B-000: Foundations (business info, branding, contact details)
B-003: List Cleanup
B-004: Database Reactivation
B-005: Payment Automations
B-006: Request A Callback
B-007: Calendar Automations
B-009: Review Automations
B-011: Lead Form Automations
B-015: Subscription Preferences
B-016: Referral Automations
B-017: Link Tree

Management: These are standard across all Extendly implementations

2. Symphony Core Additions (A-Modules)

Origin: Created by Symphony Core to enhance base snapshot Count: ~10-15 values Purpose: Support Symphony Core-specific enhancements Examples:

Additional lead magnet fields
Enhanced tracking values
Symphony Core branding elements
Extended user profiles

Management: Applied at agency level, consistent across all Symphony Core clients

3. Client-Specific Values (C-Modules)

Origin: Created for individual client customizations Count: Varies (0-20+ per client) Purpose: Support unique client requirements Examples:

Industry-specific terminology
Custom service offerings
Unique workflow data
Special integration values

Management: Created and maintained per client, not part of base snapshot

1.4 How Custom Values Layer Together

Layering Hierarchy:

┌─────────────────────────────────────┐
│  C-Modules: Client-Specific Values  │  ← Highest Priority
├─────────────────────────────────────┤
│  A-Modules: Symphony Core Additions │
├─────────────────────────────────────┤
│  B-Modules: Extendly Base Values    │  ← Foundation
└─────────────────────────────────────┘

Practical Application:

When you onboard a new client:

Load Snapshot → B-module custom values structure created
Apply Symphony Core Enhancements → A-module values added
Complete ExtendlyOS Form → All values populated with client data
Add Client-Specific Customizations → C-module values created as needed

Result: A complete, personalized system using 80-100+ custom values

2. The ExtendlyOS Configuration Form

2.1 Form Overview

Purpose: The ExtendlyOS Configuration Form is a one-time comprehensive setup form that populates all 98 base custom values automatically when submitted.

Key Facts:

Location: Located in client sub-account (Forms section or specific URL)
Structure: 6 pages with 50+ fields
Time Required: 30-45 minutes to complete thoroughly
Result: 98 custom values populated instantly
Frequency: Fill once during onboarding; update individual values as needed

Why This Form Matters:

❌ Without Form: Manually fill 98 custom values one-by-one (3-4 hours) ✅ With Form: Fill one form, populate all values automatically (30-45 minutes)

Efficiency Gain: 75% time savings

2.2 Accessing the Form

Steps to Locate:

Log into client's GHL sub-account
Navigate to: Sites → Funnels → Extendly Folders
Look for: "ExtendlyOS Configuration Form" or "Small Business Snapshot Form"
Click to open form
Preview form to access

Alternative Access:

Some snapshots include a direct calendar/form link
Check sub-account's "Onboarding" folder
Ask for snapshot-specific form URL from Extendly documentation

2.3 Page-by-Page Walkthrough

Page 1: Business Information (6 sections, ~15 fields)

Purpose: Core business identity and contact information

Field	Description	Where It's Used	Common Mistakes	Pro Tips
Business/Organization Name	Legal or DBA name	Email signatures, page headers, SMS sender name, review requests, 50+ locations	Using abbreviations instead of full name	Use the name customers recognize (DBA), not legal entity name
Email	Primary business email	Reply-to address, email sender, contact forms	Using personal email (@gmail, @yahoo)	Use branded domain email (e.g., contact@businessname.com) for professionalism
Phone Number	Primary business phone	SMS sender, contact display, internal reminders	Missing country code (+1 for US)	ALWAYS include country code: +1-555-555-5555
Outgoing Email Domain	Domain for sending emails	Email infrastructure, sender authentication	Using free domains (gmail.com)	Must match dedicated email domain configured in settings
Hours of Operation	Business hours text	Email templates, website pages, auto-responses	Inconsistent formatting	Use clear format: "Mon-Fri: 9AM-5PM EST, Sat: 10AM-2PM"
Logo URL	Email/template logo	Email headers, page headers, signatures	Local file paths instead of URLs	Upload to GHL media library first, copy URL
Facebook URL	Business Facebook page	Social links in emails, link tree, footers	Personal profile instead of business page	Ensure it's a business page; NO trailing slash
Instagram URL	Business Instagram	Social links in emails, link tree, footers	Including @ symbol or username only	Use full URL: instagram.com/businessname
X (Twitter) URL	Business Twitter/X	Social links in emails, link tree	Old twitter.com vs. new x.com	Use current URL format client prefers
LinkedIn URL	Company LinkedIn page	Social links in emails, B2B footers	Personal profile instead of company page	Must be company page: linkedin.com/company/businessname
TikTok URL	Business TikTok	Social links, younger demographics	Including @ symbol	Use full URL: tiktok.com/@businessname
Yelp Review Link	Yelp review request URL	B-009 Review Automations	Generic business page vs. review link	Get direct "Write a Review" link from Yelp business dashboard
YouTube Channel URL	Business YouTube	Social links, video content	Personal account vs. channel	Use channel URL, not individual video
Google My Business Review Link	GMB review request URL	B-009 Review Automations (most important)	Not integrating GMB first	⚠️ CRITICAL: Integrate GMB in Settings → Integrations BEFORE filling this field
Email Unsubscribe Trigger Link	Unsubscribe handling	Email compliance (required)	Using incorrect workflow trigger	Use `{{ email.unsubscribe_link }}` if no custom system exists

⚠️ Critical Field: Google My Business Review Link

Why: Most review requests go to Google (80%+ of reviews)
Requirement: Must integrate GMB with GHL first (Settings → Integrations → Connect Google)
How to Get Link: GMB Dashboard → Share review form → Copy short URL
Test: Click link to ensure it opens review form

Common Page 1 Mistakes:

❌ Phone number without country code → SMS won't send
❌ Using @gmail.com for outgoing email → Emails go to spam
❌ Trailing slashes in URLs → Links break in templates
❌ Logo as local file path → Images don't display
❌ Personal social media profiles → Unprofessional appearance

Page 2: Website / Funnel Customization (7 fields)

Purpose: Branding and visual identity for all pages and emails

Field	Description	Where It's Used	Common Mistakes	Pro Tips
Primary Brand Color	Hex code for main color	Buttons, CTAs, headers across funnels/emails	Not including # symbol (#FF5733)	Use client's brand guidelines; test contrast for readability
Secondary Brand Color	Hex code for accent color	Backgrounds, accents, secondary buttons	Colors too similar to primary	Choose complementary color, not identical shade
Headline Color	Hex code for all H1-H3	Page headers, email subject-like text	Using same as background	Ensure high contrast with background
Paragraph Text Color	Hex code for body text	All body text across system	Pure black (#000000) or too light	Use #333333 for softer black or client brand text color
Headline Font	Font name for headers	All H1-H6 across pages/emails	Font names with typos	Use Google Fonts names exactly (e.g., "Montserrat", "Open Sans")
Paragraph Text Font	Font name for body text	All paragraph text	Decorative fonts for body text	Choose readable font (Roboto, Lato, Open Sans)
Domain (Root or Subdomain)	Funnel/website domain	ALL funnels, pages, forms	Not adding domain to GHL first	⚠️ MUST add domain in Settings → Domains FIRST

⚠️ Critical Field: Domain

Why: Pages won't load without domain connection
Requirement: Domain must be added in Settings → Domains → Connect Domain → Funnel/Website
Format: go.clientdomain.com (no https://, no trailing /)
DNS: Must configure DNS records (A record, CNAME) at domain registrar
SSL: Must wait for SSL to activate (can take 24-48 hours)

Color Code Requirements:

Format: Hex code with # symbol (#FF5733)
Validation: 6-character hex (3-character shorthand not recommended)
Tools: Use ColorPick, Adobe Color, or client brand guidelines
Testing: Check contrast ratios (WCAG AA standard: 4.5:1 for text)

Font Requirements:

Source: Must be available in Google Fonts (GHL uses Google Fonts)
Format: Exact font name ("Open Sans" not "OpenSans" or "Open_Sans")
Fallback: System provides fallback if font unavailable
Pairs: Choose complementary headline + body font combinations

Common Page 2 Mistakes:

❌ Color codes without # → Colors don't apply
❌ Font names with typos → Default fonts used instead
❌ Domain with https:// → Form validation error
❌ Domain not added to GHL settings first → Funnels show errors
❌ Poor color contrast → Text unreadable

Page 3: Review and Reputation Information (12 fields)

Purpose: Social proof through customer testimonials

Field	Description	Requirements	Where Used
Customer Testimonial 1-6	Actual customer quotes	Max 255 characters each	Landing pages, social proof sections, email signatures
Testimonial Author Names 1-6	Customer names for attribution	First name + Last initial or full name	Below testimonials for credibility

Testimonial Best Practices:

Content Guidelines:

✅ DO: Use real customer testimonials (with permission)
✅ DO: Include specific results ("increased revenue 30%")
✅ DO: Highlight benefits and outcomes
✅ DO: Use authentic language (not marketing copy)
❌ DON'T: Exceed 255 characters (will be cut off)
❌ DON'T: Use fake or fabricated testimonials
❌ DON'T: Include special characters that break formatting

Permission & Compliance:

⚠️ ALWAYS get written permission before using testimonials
⚠️ Keep permission records for compliance
⚠️ Use real names (first name + last initial for privacy)
⚠️ Follow FTC guidelines for testimonials

Example Good Testimonials:

Testimonial 1: "ABC Plumbing responded within 30 minutes and fixed our emergency leak the same day. Professional, affordable, and thorough. Highly recommend!" (154 chars)
Author: Sarah M.

Testimonial 2: "Best plumbing service we've used in 15 years. Fair pricing, explained everything clearly, and cleaned up perfectly after the job." (131 chars)
Author: Mike Thompson

Testimonial 3: "Called on a Sunday for a water heater issue. They came out within 2 hours and had us back up and running by evening. Grateful!" (127 chars)
Author: Jennifer K.

Where Testimonials Appear:

🌐 Landing page social proof sections
📧 Email signature trust builders
📱 SMS credibility mentions
📄 Service pages

Common Page 3 Mistakes:

❌ Testimonials over 255 characters → Truncated mid-sentence
❌ No author names → Looks fake
❌ Using testimonials without permission → Legal liability
❌ Generic testimonials ("Great service!") → Not compelling
❌ Including quotes or special characters → Formatting breaks

Page 4: User Profiles (6 fields)

Purpose: Team member information for calendar pages and scheduling

Field	Description	Where Used	Requirements
User 1 Name	First and last name	Calendar page headings, calendar names	Full name as customers should see it
User 1 Headshot URL	Profile photo URL	Calendar booking pages	Professional headshot, square aspect ratio
User 2 Name	First and last name	Team calendar pages	Full name
User 2 Headshot URL	Profile photo URL	Calendar booking pages	Professional headshot
User 3 Name	First and last name	Team calendar pages	Full name
User 3 Headshot URL	Profile photo URL	Calendar booking pages	Professional headshot

⚠️ Module Connection: B-007 Calendar Automations

These custom values power the Team Calendar functionality in B-007:

Individual calendar pages for each user
Calendar booking confirmations
Meeting assignment notifications
User-specific scheduling pages

Headshot Image Requirements:

Technical Specs:

Format: JPG or PNG
Size: 500x500px to 1000x1000px (square)
File Size: < 500KB (optimized for web)
Aspect Ratio: 1:1 (square)
Background: Clean, professional (solid color or subtle)

Content Guidelines:

✅ Professional business attire
✅ Smiling, approachable expression
✅ Good lighting
✅ Head and shoulders shot
❌ Casual/party photos
❌ Group photos
❌ Low quality or pixelated
❌ Distracting backgrounds

How to Upload:

Prepare headshot image (resize/optimize if needed)
In GHL: Settings → Media Library → Upload File
Click uploaded image → Copy URL
Paste URL into User Headshot field

⚠️ Common Mistake: Using local file path instead of media library URL

❌ Wrong: `[LOCAL_PATH_REMOVED] → Won't display
✅ Correct: https://storage.googleapis.com/msgsndr/...headshot.jpg → Displays properly

Scaling Beyond 3 Users:

If client has more than 3 team members:

Copy existing calendar pages
Create additional custom values (user_4_name, user_4_image, etc.)
Update calendar pages to use new custom values
Assign calendars to additional users in GHL

When to Leave Blank:

Solo practitioner: Fill User 1, leave User 2 & 3 blank
2-person team: Fill User 1 & 2, leave User 3 blank
Missing headshots: Use business logo or leave blank temporarily

Page 5: Link Tree Page (19 fields)

Purpose: Configure link-in-bio landing page (Module B-017)

⚠️ Module Connection: B-017 Link Tree Funnel

Field Category	Fields	Description
Page Design	Background Image URL, Heading/Title, Profile Image URL	Visual identity and branding
Buttons	8 button sets (Title + URL each)	Call-to-action links

Page Design Fields:

Field	Description	Requirements	Where Used
Link Tree Background URL	Full-page background image	Large, optimized image (1920x1080+)	Full page background
Link Tree Heading/Title	Page title/tagline	Short, catchy (30-50 chars)	Top of link tree page
Link Tree Profile Image URL	Logo or headshot	Square, 400x400px minimum	Center top of page

Background Image Best Practices:

✅ Minimalistic, not distracting
✅ Subtle patterns or gradients work well
✅ Optimized file size (< 1MB)
✅ High enough resolution for full-screen displays
❌ Busy, detailed images that compete with buttons
❌ Unoptimized huge files (slow loading)
❌ Low resolution (pixelated on large screens)

Button Configuration (8 buttons):

Each button requires 2 fields:

Button X - Title/Name: Text displayed on button (e.g., "Book Appointment")
Button X - URL: Destination link (e.g., https://go.clientdomain.com/calendar)

Common Button Uses:

Button #	Typical Purpose	Example Title	Example URL
1	Book appointment	"Schedule a Call"	Calendar page URL
2	Main website	"Visit Our Website"	Main website URL
3	Services page	"Our Services"	Services landing page
4	Google Review	"Leave a Review"	GMB review link
5	Social media	"Follow on Instagram"	Instagram profile
6	Lead magnet	"Free Guide Download"	Lead magnet funnel
7	Contact form	"Contact Us"	Contact form URL
8	Referral program	"Refer a Friend"	Referral offer page

Button Best Practices:

Titles:

✅ Clear action-oriented (verbs: Schedule, Download, Visit)
✅ Short (2-4 words ideal, max 6 words)
✅ Benefit-focused ("Get Free Quote" not "Quote Form")
❌ Generic ("Click Here", "Link")
❌ Too long (truncates on mobile)

URLs:

✅ Use HTTPS (secure)
✅ Test links before submitting
✅ Use short, clean URLs
✅ Track with UTM parameters if desired
❌ Broken or expired links
❌ Overly long tracking URLs (use link shortener)

Optional Buttons:

Not all 8 buttons required:

Fill as many as needed (minimum 3-4 recommended)
Leave unused buttons empty
Unused buttons won't display on page

Link Tree Use Cases:

📱 Instagram bio link
🐦 Twitter/X bio link
📧 Email signature link
📱 SMS "more info" link
💼 Business card digital link
🎥 Video description link

Common Page 5 Mistakes:

❌ Large unoptimized background image → Slow page load
❌ Broken button URLs → Poor user experience
❌ Missing button labels → Empty buttons displayed
❌ Too many buttons (overwhelming) → Use 4-6 max
❌ Profile image not square → Distorted display

Page 6: Lead Magnet Offers (16 fields)

Purpose: Lead generation offers and database reactivation messaging

Section A: Lead Magnets (8 fields)

Field	Description	Where Used	Examples
Lead Magnet 1-4 Name	Offer title	Landing pages, email copy	"Free Plumbing Maintenance Checklist"
Lead Magnet 1-4 Details	Short description	Landing pages, value proposition	"23-point checklist to prevent costly repairs"

Lead Magnet Best Practices:

Naming:

✅ Benefit-driven ("Free Guide to Lower Water Bills")
✅ Specific and clear
❌ Generic ("Download Now")
❌ Vague or confusing

Details:

✅ Highlight specific benefits
✅ Keep under 150 characters
✅ Include numbers/specifics ("5 tips", "10-minute guide")
❌ Exceed 255 character limit
❌ Use marketing fluff without substance

Examples:

Lead Magnet 1 Name: "Free 10-Minute Home Plumbing Check"
Lead Magnet 1 Details: "Catch small problems before they become expensive emergencies. Simple visual checklist for homeowners."

Lead Magnet 2 Name: "Water Bill Savings Calculator"
Lead Magnet 2 Details: "Find out how much you could save with efficient fixtures. Instant results, no email required."

Lead Magnet 3 Name: "Emergency Plumber Selection Guide"
Lead Magnet 3 Details: "7 questions to ask before hiring. Avoid scams and overcharges when you need help fast."

Lead Magnet 4 Name: "Seasonal Maintenance Checklist"
Lead Magnet 4 Details: "Protect your plumbing year-round. Spring, summer, fall, and winter preventative tips."

Section B: Database Reactivation (2 fields)

⚠️ Module Connection: B-004 Database Reactivation

Field	Description	Character Limit	Where Used
Database Reactivation Initial SMS	First outreach message to dormant leads	255 chars (SMS-friendly)	B-004 workflows, first contact
Database Reactivation 2nd SMS	Follow-up reinforcement message	255 chars	B-004 workflows, second contact

⚠️ CRITICAL: These messages power the 52-week nurture campaign in B-004

SMS Writing Guidelines:

Initial SMS (First Contact):

✅ Personalized (uses contact name)
✅ Remind of past interaction ("You inquired about...")
✅ Offer clear value/incentive
✅ Include strong call-to-action
✅ Keep under 160 characters for single SMS (if possible)
❌ Generic blast message
❌ No clear benefit
❌ Missing CTA

2nd SMS (Follow-Up):

✅ Reinforce value proposition
✅ Address potential objections
✅ Create urgency (if appropriate)
✅ Provide alternative action
❌ Identical to first message
❌ Pushy or desperate tone

Example SMS Messages:

Initial SMS (152 chars):
"Hi `{{contact.first_name}}`! It's been a while since we talked. We're offering past clients 15% off any plumbing service this month. Interested?"

2nd SMS (147 chars):
"`{{contact.first_name}}`, don't miss out! Our 15% discount ends Friday. We'd love to help with any plumbing needs. Reply YES to learn more."

SMS Compliance:

⚠️ Only send to leads who opted in
⚠️ Include business name
⚠️ Provide opt-out option ("Reply STOP to unsubscribe")
⚠️ Follow TCPA guidelines
⚠️ Respect business hours (9 AM - 8 PM local time)

Section C: Referral Program (3 fields)

⚠️ Module Connection: B-016 Referral Automations

Field	Description	Where Used
Referral Offer Description	Benefits and details of referral program	B-016 workflows, referral pages
Referral Offer URL	Landing page for referred prospects	B-016 messages, tracking links
Time Limit for Referral Offer	Urgency/expiration details	Template messaging

Referral Offer Examples:

Description (145 chars):
"Refer a friend and you both save! You get $50 off your next service, they get 10% off their first visit. Everyone wins!"

URL:
https://go.clientdomain.com/referral-offer

Time Limit:
"Valid for 30 days from referral date"

Section D: System Configuration (3 fields)

Field	Description	Where Used	Critical Notes
Lead Connector Business Phone Number	GHL phone number for SMS	B-004, all SMS workflows	⚠️ MUST include country code (+1)
Lead Value	Dollar value of converted lead	Pipeline value calculations	Use number only (no $)
Database Reactivation Offer URL	Landing page for reactivation offer	B-004 workflows, SMS links	Must be HTTPS

Lead Connector Phone Number:

Where to Find: Settings → Phone Numbers → Copy number
Format Required: +1-555-555-5555 (with country code)
Why It Matters: This is the SMS sender number
Test: Send test SMS to your phone after configuring

Lead Value:

Purpose: Calculate pipeline value and ROI
Format: Number only (e.g., 500 not $500)
Calculation: GHL multiplies by pipeline stage probability
Example: Lead value = $500, Stage 1 (20% probability) = $100 pipeline value

Database Reactivation Offer URL:

Purpose: Where dormant leads go when they re-engage
Options:
- Main calendar booking page
- Special "welcome back" offer page
- Lead magnet download
- Service landing page
Requirement: Must be HTTPS (secure)

2.4 After Submitting the Form

What Happens:

Form Processes (2-5 minutes)
98 Custom Values Populated automatically
Workflows, templates, pages updated with personalized data
System ready for testing

Verification Steps:

Step 1: Check Custom Values Populated

Settings → Custom Values
Search for key values (business_name, business_phone, domain)
Verify data populated correctly
Spot-check 10-15 random values

Step 2: Test Template Population

Marketing → Email Templates
Open a template
Look for {{custom_values.business_name}} placeholders
Preview template → Should show actual business name

Step 3: Test Funnel Pages

Sites → Funnels
Open any funnel page
Preview page
Verify business name, logo, colors appear correctly

Troubleshooting:

Issue: Form submitted but values not populating

Solution 1: Wait 5 minutes, refresh, check again
Solution 2: Re-submit form
Solution 3: Manually populate critical values in Settings → Custom Values

Issue: Some values populated, others blank

Solution: Fill blank fields directly in Settings → Custom Values

Issue: Values populated incorrectly

Solution: Edit directly in Settings → Custom Values (don't re-submit entire form)

3. Module-Specific Custom Values

This section provides comprehensive tables of custom values organized by module. Each table shows:

Custom Value Title: Human-readable name
Description: What the value is used for
Where Used: Workflows, templates, pages, etc.
Required: Yes/No
Notes: Setup tips and important considerations

3.1 B-000: Foundations

Purpose: Base configuration values that power the entire system

Custom Value Count: ~25 values

Key Categories:

Business information
Contact details
Social media links
Review platform URLs
Email unsubscribe configuration

Most Critical Values:

Custom Value Title	Description	Where Used	Required	Notes
Business Name	Legal or DBA name	Everywhere (500+ locations)	✅ Yes	Most-used custom value in system
Business Phone	Primary contact phone	SMS sender, contact info, templates	✅ Yes	Must include country code (+1)
Business Email	Primary contact email	Reply-to, sender address, contact forms	✅ Yes	Use branded domain (not @gmail)
Domain	Root or subdomain for funnels	All funnels, pages, forms	✅ Yes	Must add to GHL settings first
Logo URL	Business logo image	Email headers, page headers, footers	✅ Yes	Upload to media library first
Primary Brand Color	Hex code for main color	Buttons, CTAs, headers	✅ Yes	Include # symbol (#FF5733)
Hours of Operation	Business hours text	Templates, auto-responses	✅ Yes	Clear formatting
GMB Review Link	Google review request URL	B-009 Review workflows	✅ Yes	Must integrate GMB first

Social Media URLs (Optional):

Platform	Custom Value	Where Used	Required
Facebook	business_facebook_url	Social links, footers	No
Instagram	business_instagram_url	Social links, link tree	No
Twitter/X	business_twitter_url	Social links	No
LinkedIn	business_linkedin_url	B2B social proof	No
TikTok	business_tiktok_url	Link tree, younger demographics	No
YouTube	business_youtube_url	Video content links	No
Yelp	yelp_review_link	Review requests	No

Setup Priority:

⭐ Business Name, Phone, Email (CRITICAL)
⭐ Domain, Logo (CRITICAL for pages)
⭐ GMB Review Link (CRITICAL for B-009)
⭐ Brand Colors (CRITICAL for visual consistency)
Social media links (optional, add as available)

3.2 B-003: List Cleanup

Purpose: Contact list hygiene and management

Custom Value Count: ~3 values

Module Overview: B-003 List Cleanup helps maintain database quality by identifying and managing inactive or bounced contacts.

Custom Value Title	Description	Where Used	Required	Notes
List Cleanup Tag	Tag applied to cleaned contacts	B-003 workflows	No	System manages automatically
Bounce Threshold	Number of bounces before flagging	Email workflows	No	Default: 3 bounces
Inactive Days Threshold	Days of inactivity before cleanup	B-003 workflows	No	Default: 365 days

Typical Configuration:

Most clients use default settings
Rarely need to customize these values
Values managed automatically by workflows

3.3 B-004: Database Reactivation

Purpose: Long-term lead nurturing and re-engagement (52-week campaign)

Custom Value Count: ~5 values

⚠️ One of the "Big 5" core modules (See KB-002:2.2)

Custom Value Title	Description	Where Used	Required	Notes
DR Initial Outreach Message	First SMS to dormant leads	B-004-WF-1.1 SMS workflows	✅ Yes	Must be compelling and personalized
DR Follow Up Message	Second SMS reinforcing offer	B-004-WF-1.2 Follow-up workflows	✅ Yes	Different from initial message
Lead Value	Dollar value of converted lead	Pipeline calculations, ROI tracking	✅ Yes	Number only, no currency symbol
DR Offer Landing URL	Where leads go when re-engaged	B-004 SMS links, email links	✅ Yes	Must be HTTPS, mobile-optimized
Time Randomizer Value	Batching delay for messages	B-004 workflows	No	Auto-populated by system

Module Connection (see KB-002:2.2):

B-004 Database Reactivation provides:

52-week SMS nurture campaign
Annual email sequence
Forever follow-up loop
Re-engagement triggers for dormant prospects

Setup Guidance:

DR Initial Outreach Message (SMS):

Target length: 140-160 characters (single SMS)
Personalization: Use {{contact.first_name}}
Value: Clear benefit or incentive
CTA: Specific action to take
Tone: Friendly, not pushy

Example:

"Hi `{{contact.first_name}}`! It's been a while since we talked. We're offering past clients 15% off any plumbing service this month. Interested?"

DR Follow Up Message (SMS):

Reinforces first message
Addresses objections
Creates urgency (if appropriate)
Alternative CTA

Example:

"`{{contact.first_name}}`, don't miss out! Our 15% discount ends Friday. We'd love to help with any plumbing needs. Reply YES to learn more."

DR Offer Landing URL:

Options:
- Calendar booking page (most common)
- Special "welcome back" offer page
- Lead magnet download
- Service landing page
Must be optimized for mobile (80%+ of SMS clicks are mobile)
Include tracking parameters to measure campaign effectiveness

Lead Value:

Calculate average customer lifetime value or first-sale value
Use realistic number for ROI tracking
Will be multiplied by pipeline stage probability in GHL

Campaign Flow:

Contact goes dormant (no activity for X days)
Added to B-004 Database Reactivation workflow
Receives Initial SMS
Waits [configured delay]
Receives Follow-Up SMS
If positive response → Sent to DR Offer Landing page
If negative response or STOP → Removed from campaign
If no response → Continues 52-week nurture cycle

3.4 B-005: Payment Automations

Purpose: Invoice and payment processing automation

Custom Value Count: ~4 values

Custom Value Title	Description	Where Used	Required	Notes
Payment Gateway Name	Stripe, PayPal, etc.	Payment forms, receipts	No	If using payment processing
Invoice Template URL	Custom invoice template	B-005 workflows	No	Optional customization
Payment Reminder Days	Days before reminder	B-005 payment workflows	No	Default: 3 days before due
Late Fee Amount	Penalty for late payment	Invoice templates	No	Check local regulations

Module Overview: B-005 automates invoice sending, payment reminders, receipt delivery, and payment tracking.

Common Use Cases:

Service-based businesses with recurring billing
Product sales with invoicing
Subscription/membership businesses

Setup Guidance:

Most values optional unless using payment features
Configure payment gateway in Settings → Payments first
Test payment flow end-to-end before going live

3.5 B-006: Request A Callback

Purpose: Callback request handling and immediate contact attempts

Custom Value Count: ~3 values

Custom Value Title	Description	Where Used	Required	Notes
Callback Voicemail Recording URL	Professional voicemail drop	B-006-WF-1.2 Call workflows	✅ Yes	Upload to media library
Business Hours Start	Callback availability start time	B-006 timing logic	✅ Yes	Format: 9:00 AM
Business Hours End	Callback availability end time	B-006 timing logic	✅ Yes	Format: 5:00 PM

Module Overview: When a lead requests a callback (form submission), B-006:

Immediately attempts to call lead
If no answer → Leaves professional voicemail
Sends follow-up SMS with calendar link
Assigns to team member for manual follow-up

Voicemail Recording Requirements:

Content:

Professional greeting
Business name
Callback confirmation
Next steps
Alternative contact method

Example Script:

"Hi [First Name], this is [Your Name] from [Business Name].
I'm returning your callback request. I'll try you again shortly,
or feel free to book a time on our calendar at [URL].
Looking forward to speaking with you!"

Technical Requirements:

Format: MP3 or WAV
Length: 15-30 seconds
Quality: Clear audio, no background noise
Upload: GHL Media Library → Copy URL

Options for Recording:

Record yourself (free, quick)
Use text-to-speech service (ElevenLabs, Murf)
Hire voice actor (Fiverr, Upwork)

Business Hours Configuration:

Determines when callback attempts occur
Prevents calling outside business hours
Affects SMS timing

3.6 B-007: Calendar Automations

Purpose: Complete appointment lifecycle management (booking, reminders, follow-up)

Custom Value Count: ~15 values

⚠️ One of the "Big 5" core modules (See KB-002:2.2)

Custom Value Title	Description	Where Used	Required	Notes
User 1 Name	Team member 1 full name	Calendar pages, confirmations	✅ Yes	If using team calendars
User 1 Image	Headshot URL for user 1	B-007 calendar pages	✅ Yes	Professional photo
User 2 Name	Team member 2 full name	Calendar pages	No	If 2+ team members
User 2 Image	Headshot URL for user 2	Calendar pages	No	Professional photo
User 3 Name	Team member 3 full name	Calendar pages	No	If 3+ team members
User 3 Image	Headshot URL for user 3	Calendar pages	No	Professional photo
15 Minute Call Calendar Page URL	Quick intro call page	Workflows, SMS, emails	✅ Yes	Short consultation link
General Calendar Thank You Page URL	Post-booking confirmation	Redirect after booking	✅ Yes	"You're booked!" page
General Schedule A Call Page URL	Main booking page	B-006, email signatures, SMS	✅ Yes	Primary calendar link
Meeting Status Update Form URL	Pre-meeting prep form	2-min reminder workflow	✅ Yes	THE HUB - critical field

Module Connection (see KB-002:2.2):

B-007 Calendar Automations provides:

Booking & confirmations
10-minute & 2-minute reminders
Meeting Status Update Form (THE HUB) - pre-meeting preparation
No-show recovery
Reschedule automation

⚠️ CRITICAL FIELD: Meeting Status Update Form URL

Why It's Called "THE HUB": This form is sent 2 minutes before every meeting and serves as the central intelligence gathering point:

What The Form Captures:

Meeting confirmation (Yes, I'll be there / No, need to reschedule)
Meeting outcome (if post-meeting)
Deal status
Next steps
Notes from client/prospect

Why It Matters:

Reduces no-shows by 40%+ (last-minute confirmation)
Prepares team for meeting (context gathered in advance)
Captures outcomes immediately (while fresh)
Triggers appropriate follow-up automation based on outcome

Setup:

Form located in: B-007 → APPT Status Update funnel
Copy funnel step URL
Paste into custom value: custom_values.client_meeting_status_update_url

User Profile Fields:

Use Cases:

Solo practitioner: Fill User 1 only
Small team (2-3): Fill User 1-3
Larger team: Copy pattern for User 4, 5, 6...

Headshot Requirements:

Professional business photo
Square aspect ratio (500x500px+)
Upload to media library → Copy URL
Displayed on individual calendar booking pages

Calendar Page URLs:

These URLs are auto-generated when snapshot loads:

Load snapshot → Funnels created
Connect domain to funnels
Copy funnel step URLs
Paste into corresponding custom values

Why These URLs Matter:

Used in 20+ workflows and templates
SMS messages include booking links
Email signatures include calendar links
Automated follow-ups send re-booking links

Common Workflow:

Lead captured → Initial response SMS →
"Book a call here: `{{custom_values.schedule_a_call_page_url}}`"

3.7 B-009: Review Automations

Purpose: Reputation management and review generation

Custom Value Count: ~8 values

⚠️ One of the "Big 5" core modules (See KB-002:2.2)

Custom Value Title	Description	Where Used	Required	Notes
GMB Review Link	Google My Business review URL	B-009 workflows (80% of reviews)	✅ Yes	Must integrate GMB first
Yelp Review Link	Yelp review request URL	B-009 workflows	No	Depends on industry
Facebook Review Link	Facebook page review URL	B-009 workflows	No	Some industries
Review Request Delay Days	Days after service before asking	B-009 timing	✅ Yes	Default: 2-3 days
Positive Review Threshold	Score qualifying as "positive"	B-009 conditional logic	✅ Yes	Usually 4-5 stars
Negative Review Alert Email	Where to send negative alerts	B-009 internal notifications	✅ Yes	Monitor for damage control

Module Connection (see KB-002:2.2):

B-009 Review Automations provides:

Post-service satisfaction surveys
Intelligent review routing:
- Positive (4-5 stars) → Public review platforms
- Negative (1-3 stars) → Internal resolution
Compliance-friendly approach (doesn't incentivize positive reviews)

Review Flow:

Service completed (marked in pipeline or workflow)
Wait [Review Request Delay Days]
Send satisfaction survey (internal, not public review)
IF positive response (4-5 stars):
- Send to Google My Business review link
- Send to Yelp (if configured)
- Send to Facebook (if configured)
IF negative response (1-3 stars):
- Send alert to [Negative Review Alert Email]
- Internal follow-up workflow activated
- Manager notified for damage control
- Attempt resolution before public review

GMB Review Link (CRITICAL):

How to Get Your GMB Review Link:

Log into Google My Business account
Select your business location
Click "Get more reviews"
Copy the short review link (e.g., https://g.page/r/xxx/review)
ALTERNATIVE: Use https://search.google.com/local/writereview?placeid=YOUR_PLACE_ID

⚠️ BEFORE adding GMB link:

Settings → Integrations → Connect Google account
Verify GMB integration active
Test link (click to ensure it opens review form)

Review Request Timing:

Best Practices by Industry:

Home Services: 2-3 days after service (while experience is fresh)
Professional Services: 3-5 days (allow time to see results)
E-commerce: 7-14 days (product received and tested)
Restaurants: Same day or next day

Compliance Considerations:

⚠️ Never incentivize positive reviews (violates Google policies)
⚠️ OK: "We'd appreciate your feedback" ✅
⚠️ NOT OK: "Leave a 5-star review and get 10% off" ❌
⚠️ Always give option for honest feedback (including negative)

Negative Review Management:

When negative feedback received:

Immediate Alert: Email to manager/owner
Internal Assignment: Team member assigned to resolve
Quick Response: Contact customer within 24 hours
Resolution Attempt: Fix issue before it goes public
Follow-up: After resolution, politely ask if they'd reconsider review

3.8 B-011: Lead Form Automations

Purpose: Multi-source lead capture and initial engagement

Custom Value Count: ~6 values

⚠️ One of the "Big 5" core modules (See KB-002:2.2)

Custom Value Title	Description	Where Used	Required	Notes
Instant Response Message	Immediate auto-reply to leads	B-011-WF-1.1 workflows	✅ Yes	Sent within seconds of form submission
Lead Source Tag Prefix	Prefix for source tracking	B-011 tagging logic	No	Example: "Source:"
Initial Pipeline Stage	Where new leads start	B-011 pipeline assignment	✅ Yes	Usually "New Lead" or "Inquiry"
Lead Assignment User	Default team member for new leads	B-011 assignment action	No	If using round-robin, leave blank
Lead Notification Email	Where to send new lead alerts	B-011 internal notifications	✅ Yes	Real-time alerts

Module Connection (see KB-002:2.2):

B-011 Lead Form Automations provides:

Website form integration
Social media lead capture
Phone call tracking
GMB message integration
Instant response automation (< 5 seconds)
Source attribution
Pipeline routing
Qualification workflows

Lead Capture Sources:

🌐 Website contact forms
📱 Facebook/Instagram lead ads
📞 Inbound phone calls
💬 Google My Business messages
📧 Email inquiries
💬 Live chat

Instant Response Message:

Purpose: Acknowledge lead immediately to set expectations

Best Practices:

Send within seconds (automation advantage)
Confirm receipt of inquiry
Set expectation for follow-up timing
Provide value/build trust
Include next step (book calendar, check email, expect call)

Example Instant Response (SMS):

"Hi `{{contact.first_name}}`! Thanks for contacting `{{custom_values.business_name}}`.
We received your inquiry and will respond within 15 minutes during business hours.
In the meantime, you can book a call instantly here: `{{custom_values.schedule_a_call_page_url}}`"

Example Instant Response (Email):

Subject: We Got Your Message!

Hi `{{contact.first_name}}`,

Thank you for reaching out to `{{custom_values.business_name}}`!

We've received your inquiry and one of our team members will get back to you within
15 minutes during business hours (`{{custom_values.hours_of_operation}}`).

In the meantime, feel free to:
• Book a call on our calendar: [Calendar Link]
• Check out our services: [Services Page]
• Read customer reviews: [GMB Link]

Looking forward to speaking with you!

Best regards,
`{{custom_values.business_name}}` Team

Lead Source Tracking:

B-011 automatically tags leads with source information:

Form name (e.g., "Contact Form - Homepage")
Medium (e.g., "Website", "Facebook", "Google")
Campaign (if using UTM parameters)

Why Source Tracking Matters:

Measure ROI by marketing channel
Optimize advertising spend
Understand customer journey
Personalize follow-up based on source

3.9 B-015: Subscription Preferences

Purpose: Manage email/SMS subscription preferences and compliance

Custom Value Count: ~3 values

Custom Value Title	Description	Where Used	Required	Notes
Unsubscribe Page URL	Preference center page	Email footers (required by law)	✅ Yes	Compliance requirement
Subscription Types	Categories for email preferences	Preference forms	No	Marketing, Transactional, etc.
Opt-Out Confirmation Message	Message after unsubscribe	B-015 workflows	No	"You've been unsubscribed"

Module Overview: B-015 handles subscription management and compliance with CAN-SPAM and other regulations.

Unsubscribe Page:

Required by law for all marketing emails
Must be easy to find (email footer)
Must be functional (one-click)
Must process immediately

Compliance Requirements:

⚠️ Every marketing email must have unsubscribe link
⚠️ Unsubscribe must work within 10 business days (best practice: instant)
⚠️ Cannot charge a fee to unsubscribe
⚠️ Cannot require login to unsubscribe
⚠️ Must honor opt-out for at least 10 years

3.10 B-016: Referral Automations

Purpose: Systematic referral request and tracking

Custom Value Count: ~5 values

⚠️ One of the "Big 5" core modules (See KB-002:2.2)

Custom Value Title	Description	Where Used	Required	Notes
Referral Offer Description	Details of referral incentive	B-016 workflows, emails, SMS	✅ Yes	Clear value for both parties
Referral Offer URL	Landing page for referred leads	B-016 messages, tracking	✅ Yes	Where referrals go to sign up
Referral Time Limit	Expiration/urgency for offer	B-016 messaging	No	Creates urgency
Referrer Reward Amount	Value given to referrer	Reward workflows	No	$50, 10% off, etc.
Referee Reward Amount	Value given to referred person	Welcome messaging	No	First-time discount

Module Connection (see KB-002:2.2):

B-016 Referral Automations provides:

Automated referral requests (post-positive experience)
Link-based tracking system
Reward distribution automation
Social sharing facilitation
Referral performance tracking

When Referrals are Requested:

After positive review (5 stars)
After high satisfaction score
After successful service completion
At strategic moments in customer journey

Referral Offer Structure:

Best Practices:

✅ Two-sided incentive (both parties benefit)
✅ Clear and simple ("You get X, they get Y")
✅ Easy to share (one-click social sharing)
✅ Trackable (unique referral links)
❌ Complicated rules or restrictions
❌ Too small to motivate
❌ Hard to redeem

Example Referral Offers:

Offer 1 (Service Business):
Description: "Refer a friend and you both save! You get $50 off your next service,
they get 15% off their first visit."
Time Limit: "Valid for 60 days from referral date"
Referrer Reward: "$50 service credit"
Referee Reward: "15% off first service"

Offer 2 (Subscription Business):
Description: "Give a month, get a month! When your friend signs up, you both get
one month free."
Time Limit: "No expiration"
Referrer Reward: "1 month free"
Referee Reward: "First month free"

Offer 3 (E-commerce):
Description: "Share the love! Send your unique link and you both earn $25 in
store credit when they make their first purchase."
Time Limit: "Ongoing program"
Referrer Reward: "$25 store credit"
Referee Reward: "$25 off first order"

Referral Tracking:

B-016 uses unique tracking links for each customer:

Format: https://go.clientdomain.com/referral?ref=customer_id
Automatically tracks who referred whom
Credits referrer when referee converts
Sends reward notifications automatically

Legal Considerations:

⚠️ Follow FTC guidelines for referral programs
⚠️ Disclose incentives clearly
⚠️ Don't incentivize fake or misleading referrals
⚠️ Honor promised rewards promptly

3.11 B-017: Link Tree

Purpose: Link-in-bio landing page (social media bio link)

Custom Value Count: ~19 values

Custom Value Title	Description	Where Used	Required	Notes
Link Tree Background URL	Full-page background image	B-017 page background	✅ Yes	Large, optimized image
Link Tree Heading	Page title/tagline	Top of link tree page	✅ Yes	Short, catchy
Link Tree Profile Image URL	Logo or headshot (square)	Center top of page	✅ Yes	400x400px minimum
Button 1-8 Title	Text on button	Link tree buttons	Varies	Fill as many as needed
Button 1-8 URL	Destination link	Button click destination	Varies	Must be HTTPS

Module Overview:

B-017 Link Tree creates a mobile-optimized landing page with multiple call-to-action buttons. Perfect for:

📱 Instagram bio link
🐦 Twitter/X profile link
📧 Email signature simplified link
💼 Business card digital presence
🎥 YouTube video descriptions

Link Tree Page Structure:

┌─────────────────────────────┐
│   [Background Image]         │
│                              │
│    [Profile Image]           │
│    Heading/Title             │
│                              │
│  ┌─────────────────────┐   │
│  │   Button 1 Title     │   │
│  └─────────────────────┘   │
│  ┌─────────────────────┐   │
│  │   Button 2 Title     │   │
│  └─────────────────────┘   │
│  ┌─────────────────────┐   │
│  │   Button 3 Title     │   │
│  └─────────────────────┘   │
│        [etc...]             │
│                              │
└─────────────────────────────┘

Typical Button Configuration:

Button #	Use	Example Title	Example URL
1	Primary CTA	"Book Appointment"	Calendar page
2	Main website	"Visit Website"	Homepage
3	Services	"Our Services"	Services page
4	Reviews	"Read Reviews"	GMB link
5	Social media	"Follow on Instagram"	Instagram profile
6	Lead magnet	"Free Download"	Lead magnet funnel
7	Contact	"Contact Us"	Contact form
8	Special offer	"Limited Offer"	Promotion page

Design Best Practices:

Background Image:

Subtle, not distracting
Professional quality
Optimized (< 1MB)
Complements button colors

Profile Image:

Square (1:1 aspect ratio)
Clear and recognizable
Logo or professional headshot
Minimum 400x400px

Buttons:

4-6 buttons ideal (not overwhelming)
Clear, action-oriented titles
Prioritize by importance (top = most important)
Test all links before publishing

Common Use Cases:

Instagram Bio Link:

Link in bio: https://go.clientdomain.com/linktree

Buttons:
Book Service
Shop Products
Latest Blog Post
Join Newsletter
View Gallery

YouTube Video Description:

Learn more: https://go.clientdomain.com/links

Buttons:
1. Download Guide
2. Schedule Consultation
3. View Pricing
4. Subscribe to Newsletter

4. Updating and Maintaining Custom Values

4.1 When to Update Custom Values

Regular Updates Needed:

✏️ Business information changes (address, phone, hours)
🎨 Rebranding (logo, colors, fonts)
👥 Team member changes (new hires, departures)
📦 Service offering changes
🎁 New lead magnets or offers
🔗 New social media profiles
⭐ New review platforms

Seasonal Updates:

Holiday hours of operation
Seasonal offers or messaging
Limited-time promotions
Seasonal lead magnets

Campaign Updates:

New lead magnet launches
Referral program changes
Database reactivation messaging refresh
A/B testing different copy

4.2 How to Update Custom Values

Method 1: Direct Update (Most Common)

Steps:

Log into client GHL sub-account
Settings → Custom Values
Search for specific custom value name
Click value → Edit
Update content
Save

Best For:

Single value updates
Quick fixes
Ongoing maintenance

Method 2: Bulk Update via Import

Steps:

Export current custom values (CSV)
Edit in spreadsheet
Import updated CSV
Verify changes

Best For:

Multiple value updates
Major rebranding
Initial population (if form not used)

Method 3: Re-submit ExtendlyOS Form

⚠️ NOT RECOMMENDED for updates

Why:

Overwrites ALL values
Risk of losing customizations
Time-consuming
Potential for errors

When It's Acceptable:

Complete client re-onboarding
Starting over after major issues
Switching to different snapshot

4.3 How Updates Cascade

Automatic Propagation:

When you update a custom value in Settings → Custom Values, the change automatically appears in:

✅ Email Templates - Next email sent uses new value ✅ SMS Templates - Next SMS sent uses new value ✅ Funnel Pages - May need republish (see below) ✅ Forms - Instant update ✅ Workflows - Active workflows use new value immediately ✅ Surveys - Instant update

⚠️ Funnel Pages May Require Republish:

Some page builders cache custom values
If update doesn't show after 5 minutes → Republish page
Sites → Funnels → Open funnel → Settings → Republish

4.4 Testing After Updates

5-Point Custom Value Update Checklist:

After updating any custom value, verify it appears correctly in these locations:

1. Email Templates

Marketing → Email Templates
Open template using updated value
Click "Preview"
Verify new value displays

2. SMS Templates

Marketing → Templates (SMS)
Find template using updated value
Preview template
Verify new value displays

3. Funnel Pages

Sites → Funnels
Open funnel using updated value
Preview page
Verify new value displays
If not → Republish page

4. Workflows

Automations → Find workflow using updated value
Check action steps
Verify new value shown in workflow builder

5. Test Execution

Trigger a test workflow (if applicable)
Check actual email/SMS sent
Verify new value appears in live message

4.5 Troubleshooting Custom Values

Issue 1: Custom Value Not Updating

Symptoms:

Changed value in settings, but old value still appears

Solutions:

Wait 5 minutes - Some systems cache values
Clear browser cache - Force reload
Republish pages - Sites → Funnels → Republish
Restart workflows - Draft and republish workflows
Verify spelling - Check custom value key matches exactly

Issue 2: Custom Value Shows Placeholder, Not Actual Value

Symptoms:

Template shows {{custom_values.business_name}} instead of "ABC Plumbing"

Causes & Solutions:

Cause 1: Custom value is empty

Solution: Settings → Custom Values → Fill in the value

Cause 2: Typo in placeholder syntax

Wrong: {{ custom_values.businessname }} (no underscore)
Correct: {{custom_values.business_name}} (with underscore)
Solution: Fix spelling in template

Cause 3: Extra spaces in placeholder

Wrong: {{ custom_values.business_name }} (spaces inside braces)
Correct: {{custom_values.business_name}} (no spaces)
Solution: Remove extra spaces

Cause 4: Custom value was deleted

Solution: Recreate custom value with exact same key

Issue 3: Formatting Issues (Special Characters)

Symptoms:

Value displays with weird characters: Don't instead of Don't

Cause:

HTML encoding of special characters (apostrophes, quotes, ampersands)

Solution:

Avoid special characters in custom values when possible
Use straight quotes, not curly quotes
Use and instead of & when possible
If necessary, use HTML entities: ' for apostrophe

Issue 4: Value Too Long, Gets Cut Off

Symptoms:

Long testimonial or description is truncated

Cause:

Field has character limit (usually 255)
Template has display limit

Solution:

If under 255 characters: Check template for display limit
If over 255 characters: Shorten content or use different field
Alternative: Create new custom value for longer version

Issue 5: Image URL Not Displaying Image

Symptoms:

Logo or headshot doesn't appear, broken image icon instead

Causes & Solutions:

Cause 1: Using local file path instead of URL

Wrong: `[LOCAL_PATH_REMOVED]
Correct: https://storage.googleapis.com/msgsndr/.../logo.jpg
Solution: Upload to GHL media library, copy URL

Cause 2: URL is broken or file was deleted

Solution: Re-upload image, get new URL

Cause 3: Image URL is HTTP, not HTTPS

Solution: Use HTTPS URLs only (for security and browser compatibility)

Cause 4: Image file is corrupt

Solution: Re-export image, re-upload

5. Quick Reference

5.1 Most Critical Custom Values (Top 15)

Rank	Custom Value	Why Critical	Where to Update
1	`business_name`	Used in 500+ locations	ExtendlyOS Form Page 1
2	`domain`	Required for all pages	ExtendlyOS Form Page 2
3	`business_phone`	SMS sender, contact info	ExtendlyOS Form Page 1
4	`business_email`	Email sender, reply-to	ExtendlyOS Form Page 1
5	`logo_url`	Visual branding everywhere	ExtendlyOS Form Page 1
6	`gmb_review_link`	80% of review requests	ExtendlyOS Form Page 1
7	`primary_brand_color`	Visual consistency	ExtendlyOS Form Page 2
8	`schedule_a_call_page_url`	Main calendar CTA	Generated from funnel
9	`client_meeting_status_update_url`	THE HUB (B-007)	Generated from funnel
10	`dr_initial_outreach_message`	B-004 first contact	ExtendlyOS Form Page 6
11	`referral_offer_description`	B-016 referral program	ExtendlyOS Form Page 6
12	`lead_connector_phone`	SMS automation source	ExtendlyOS Form Page 6
13	`hours_of_operation`	Templates, auto-responses	ExtendlyOS Form Page 1
14	`user_1_name`	Team calendars	ExtendlyOS Form Page 4
15	`dr_offer_landing_url`	B-004 reactivation destination	ExtendlyOS Form Page 6

5.2 Custom Value Syntax Quick Reference

Basic Syntax:

`{{custom_values.field_name}}`

Common Examples:

`{{custom_values.business_name}}`
`{{custom_values.business_phone}}`
`{{custom_values.business_email}}`
`{{custom_values.logo_url}}`
`{{custom_values.primary_brand_color}}`
`{{custom_values.schedule_a_call_page_url}}`

With Contact Fields (Often Combined):

Hi `{{contact.first_name}}`, this is `{{custom_values.business_name}}`!

Call us at `{{custom_values.business_phone}}` or book online at
`{{custom_values.schedule_a_call_page_url}}`

Thanks,
`{{custom_values.business_name}}` Team

⚠️ Syntax Rules:

✅ Use double curly braces: {{ and }}
✅ Use exact field name (case-sensitive)
✅ Use underscores, not spaces
❌ No spaces inside braces: {{ custom_values.name }} is WRONG
❌ No typos or misspellings

5.3 ExtendlyOS Form Location

Finding the Form:

Log into client GHL sub-account
Sites → Funnels
Look in folders: "Extendly Folders" or "Onboarding"
Form name: "ExtendlyOS Configuration Form" or "Small Business Snapshot Form"
Preview form to access

Alternative: Some snapshots have direct form link in welcome documentation

5.4 Module → Custom Values Map

Quick reference for which modules use which custom value categories:

Module	Primary Custom Values	Count
B-000: Foundations	Business info, branding, contact, social media	~25
B-003: List Cleanup	Cleanup tags, thresholds	~3
B-004: Database Reactivation	SMS messages, offer URL, lead value	~5
B-005: Payment Automations	Payment gateway, invoice templates	~4
B-006: Request A Callback	Voicemail URL, business hours	~3
B-007: Calendar Automations	User profiles, calendar URLs, meeting forms	~15
B-009: Review Automations	Review platform links, timing, alerts	~8
B-011: Lead Form Automations	Instant responses, pipeline, assignments	~6
B-015: Subscription Preferences	Unsubscribe page, preferences	~3
B-016: Referral Automations	Offer details, URLs, rewards	~5
B-017: Link Tree	Page design, buttons (8 sets)	~19

Foundation & Context:

KB-001: Quick Start Guide - Overview of system and first onboarding
KB-002: Automation Ecosystem - How custom values power the Big 5 modules

Implementation:

KB-004: Client Onboarding Checklist - Task 13: Fill Out ExtendlyOS Form

Troubleshooting:

KB-007: Decision Trees and Troubleshooting - Common issues and solutions

Visual Reference:

KB-008: Visual Reference Guide - Custom value flow diagram

Document Information

Version: 1.0 (Draft)
Created: 2025-10-29
Status: Draft - Ready for Review
Estimated Word Count: ~6,500 words
Estimated Page Count: ~26 pages
Next Review: After team feedback
Location: 06-team-training/platform-training/kb-003-custom-values-deep-dive.md

Consolidation Sources:

✅ custom-values-form-md.md (6-page form documentation)
✅ custom value flow.md (Mermaid diagram integrated)
✅ CSV file data (11 files) - Summarized in module tables
✅ Content from KB-002 (Big 5 module connections)

Author: Symphony Core Knowledge Management Team Contributors: Claude Code

End of KB-003: Custom Values Deep Dive

Table of Contents​

1. Understanding Custom Values​

1.1 What Are Custom Values?​

1.2 The "Fill Once, Use Everywhere" Concept​

1.3 Custom Values Sources​

1. Extendly Base Custom Values (B-Modules)​

2. Symphony Core Additions (A-Modules)​

3. Client-Specific Values (C-Modules)​

1.4 How Custom Values Layer Together​

2. The ExtendlyOS Configuration Form​

2.1 Form Overview​

2.2 Accessing the Form​

2.3 Page-by-Page Walkthrough​

Page 1: Business Information (6 sections, ~15 fields)​

Page 2: Website / Funnel Customization (7 fields)​

Page 3: Review and Reputation Information (12 fields)​

Page 4: User Profiles (6 fields)​

Page 5: Link Tree Page (19 fields)​

Page 6: Lead Magnet Offers (16 fields)​

2.4 After Submitting the Form​

3. Module-Specific Custom Values​

3.1 B-000: Foundations​

3.2 B-003: List Cleanup​

3.3 B-004: Database Reactivation​

3.4 B-005: Payment Automations​

3.5 B-006: Request A Callback​

3.6 B-007: Calendar Automations​

3.7 B-009: Review Automations​

3.8 B-011: Lead Form Automations​

3.9 B-015: Subscription Preferences​

3.10 B-016: Referral Automations​

3.11 B-017: Link Tree​

4. Updating and Maintaining Custom Values​

4.1 When to Update Custom Values​

4.2 How to Update Custom Values​

4.3 How Updates Cascade​

4.4 Testing After Updates​

4.5 Troubleshooting Custom Values​

5. Quick Reference​

5.1 Most Critical Custom Values (Top 15)​

5.2 Custom Value Syntax Quick Reference​

5.3 ExtendlyOS Form Location​

5.4 Module → Custom Values Map​

Related Knowledge Base Articles​

Document Information​

Table of Contents

1. Understanding Custom Values

1.1 What Are Custom Values?

1.2 The "Fill Once, Use Everywhere" Concept

1.3 Custom Values Sources

1. Extendly Base Custom Values (B-Modules)

2. Symphony Core Additions (A-Modules)

3. Client-Specific Values (C-Modules)

1.4 How Custom Values Layer Together

2. The ExtendlyOS Configuration Form

2.1 Form Overview

2.2 Accessing the Form

2.3 Page-by-Page Walkthrough

Page 1: Business Information (6 sections, ~15 fields)

Page 2: Website / Funnel Customization (7 fields)

Page 3: Review and Reputation Information (12 fields)

Page 4: User Profiles (6 fields)

Page 5: Link Tree Page (19 fields)

Page 6: Lead Magnet Offers (16 fields)

2.4 After Submitting the Form

3. Module-Specific Custom Values

3.1 B-000: Foundations

3.2 B-003: List Cleanup

3.3 B-004: Database Reactivation

3.4 B-005: Payment Automations

3.5 B-006: Request A Callback

3.6 B-007: Calendar Automations

3.7 B-009: Review Automations

3.8 B-011: Lead Form Automations

3.9 B-015: Subscription Preferences

3.10 B-016: Referral Automations

3.11 B-017: Link Tree

4. Updating and Maintaining Custom Values

4.1 When to Update Custom Values

4.2 How to Update Custom Values

4.3 How Updates Cascade

4.4 Testing After Updates

4.5 Troubleshooting Custom Values

5. Quick Reference

5.1 Most Critical Custom Values (Top 15)

5.2 Custom Value Syntax Quick Reference

5.3 ExtendlyOS Form Location

5.4 Module → Custom Values Map

Related Knowledge Base Articles

Document Information