KB-005: Systems Integration and Architecture

Target Audience: Technical team, architects, advanced troubleshooting

Learning Objectives:

Understand complete technical architecture of Extendly Small Business Snapshot
Master integration points and system dependencies
Troubleshoot complex system issues systematically
Plan advanced customizations with confidence

Estimated Reading Time: 60 minutes

Quick Reference Summary (5 min)
Platform Architecture Foundation (10 min)
Core System Components Integration (25 min)
Advanced Integration Features (10 min)
Troubleshooting Guide (15 min)
Implementation Strategy (10 min)
Technical Architecture Details (10 min)

1. Quick Reference Summary

1.1 System Architecture At-A-Glance

Foundation Stack:

┌─────────────────────────────────────────────┐
│  Symphony Core Service Delivery Layer       │
├─────────────────────────────────────────────┤
│  Extendly Small Business Snapshot (Base)    │
├─────────────────────────────────────────────┤
│  GoHighLevel CRM Platform (White-labeled)   │
└─────────────────────────────────────────────┘

Core Components:

Lead Capture System → Multi-channel entry points
Sales Pipeline Automation → Automated progression & tracking
Multi-Channel Communications → Unified inbox management
Customer Lifecycle Management → Long-term nurture (52 weeks+)
Revenue Generation → E-commerce & payment processing
Reputation Management → Reviews, referrals, social proof

1.2 Key Integration Points

Integration Layer	Components	Purpose
Lead Capture	Website forms, social media, phone, GMB	Omnichannel entry
Communication	Email, SMS, web chat, social messaging	Unified customer contact
Calendar	Google, Outlook, iCal	Appointment management
Payment	Stripe, PayPal, GHL Payments	Revenue processing
Social Proof	Google My Business, Yelp, Facebook	Reputation building
Custom Values	98 personalization fields	System-wide branding

1.3 Critical Dependencies

🔴 Must Configure First (System Won't Work Without These):

Domain Connection → All pages require domain (see KB-004:Task 3)
Email Dedicated Domain → Email deliverability (KB-004:Task 4)
Phone Number → SMS automation (KB-004:Task 6)
Calendar Connection → Appointment booking (KB-004:Task 7)
Custom Values → System personalization (KB-003)

🟡 Important for Full Functionality:

GMB Integration → Review automation (B-009)
Payment Gateway → E-commerce (B-005)
Social Media Connections → Lead capture (B-011)

🟢 Optional Enhancements:

SearchAtlas → SEO automation
ChangeTower → Website monitoring
Additional integrations as needed

1.4 System Capability Matrix

Capability	Module	Automation Level	Configuration Required
Lead Capture	B-011	⚡ Instant (< 5 sec)	Forms, integrations
Initial Response	B-011	⚡ Instant (< 5 sec)	Message templates
Appointment Booking	B-007	🔄 Automated	Calendar connection
Confirmations/Reminders	B-007	🔄 Automated	Calendar workflows
Meeting Status Update	B-007	🔄 Automated	Form URL config
Database Reactivation	B-004	🔄 Automated (52 weeks)	SMS messages, offer URL
Review Requests	B-009	🔄 Automated	GMB integration, timing
Referral Requests	B-016	🔄 Automated	Offer details, URLs
Payment Processing	B-005	🔄 Automated	Payment gateway
Long-term Nurture	B-004	🔄 Automated (365+ days)	Content sequences

Legend:

⚡ Instant: Triggers within seconds
🔄 Automated: Runs without human intervention
👤 Manual: Requires human action

2. Platform Architecture Foundation

GoHighLevel serves as the foundational CRM and marketing automation platform that powers Symphony Core's entire service delivery model. The Extendly Ultimate Small Business Snapshot provides a comprehensive starting point that transforms the otherwise empty GoHighLevel environment into a fully operational business system within days rather than months.

2.1 Why This Architecture Matters

Without Extendly Snapshot:

❌ Empty GHL account (100+ hours to build from scratch)
❌ No pre-built workflows
❌ No templates or pages
❌ Manual configuration of every component
❌ High risk of errors and inconsistencies

With Extendly Snapshot:

✅ Pre-built system (ready in days, not months)
✅ 50+ workflows ready to configure
✅ Professional templates and pages
✅ Proven, tested automation sequences
✅ Consistent, reliable implementation

Symphony Core Value-Add:

✅ Industry-specific customization
✅ Ongoing optimization and support
✅ Integration with additional tools (SearchAtlas, ChangeTower)
✅ Training and strategic guidance

2.2 Three-Layer Architecture

Layer 1: GoHighLevel Platform (Foundation)

CRM database and contact management
Workflow automation engine
Communication infrastructure (email, SMS, chat)
Calendar and appointment system
Payment processing
Website/funnel builder
Reporting and analytics

Layer 2: Extendly Snapshot (Automation)

11 pre-built automation modules (B-000 through B-017)
98 custom values system
50+ workflows
Email and SMS templates
Funnel and page templates
Form templates
Integrated automation sequences

Layer 3: Symphony Core Customization (Optimization)

Industry-specific messaging
Client branding integration
Business process alignment
Strategic optimization
Ongoing support and refinement

3. Core System Components Integration

Cross-Reference: See KB-002: Automation Ecosystem for detailed module descriptions

3.1 Lead Capture and Management Ecosystem

Unified Lead Entry Points

The snapshot creates multiple interconnected lead capture mechanisms that feed into a centralized CRM system:

Entry Points:

🌐 Website Integration: Lead capture forms automatically integrate with any existing website while maintaining full automation functionality
📱 Social Media Channels: Automated responses and lead routing from Facebook Messenger, Instagram DMs, and Google My Business messaging
📞 Traditional Channels: Phone calls, contact forms, and walk-in inquiries all trigger the same automated workflows
🔄 Advanced Features: The "Request A Callback" system (B-006) provides instant connection capabilities, dramatically improving conversion rates

Module: B-011 - Lead Form Automations (see KB-002:2.2)

Automated Lead Processing

Every lead entering the system triggers a sophisticated workflow that:

Tags leads with their source for attribution tracking
Initiates responses based on the entry point and lead type
Assigns pipeline stage automatically based on lead quality/source
Sends acknowledgment within 5 seconds (instant response automation)
Creates tasks/notifications for human follow-up when required

Lead Flow Diagram:

┌─────────────┐
│ Lead Entry  │ → Website, Social, Phone, GMB, Email, Chat
└──────┬──────┘
       │
       ▼
┌─────────────────┐
│ Source Tagging  │ → Attribution & Analytics
└────────┬────────┘
         │
         ▼
┌──────────────────────┐
│ Instant Response     │ → < 5 seconds (SMS/Email)
└──────────┬───────────┘
           │
           ▼
┌─────────────────────────┐
│ Pipeline Assignment     │ → "New Lead" stage
└─────────┬───────────────┘
          │
          ▼
┌──────────────────────────┐
│ Nurture Sequence Start   │ → Automated follow-up
└──────────────────────────┘

Configuration: See KB-004:Task 1-6 for lead capture setup

3.2 Sales Pipeline Automation System

Dynamic Pipeline Management

The automated sales pipeline transforms lead management from a manual process into a systematic, trackable workflow.

Pipeline Stages and Automation:

Stage	Description	Automation Triggered	Human Actions Required
New Lead Inquiry	Initial contact received	Instant response, source tagging	Review lead quality
Contact Verified	Human contact established	Appointment booking sequence	Make initial contact
Appointment Booked	Calendar scheduled	Confirmations, reminders sent	Prepare for meeting
Meeting Occurred	Meeting completed	Status update form, follow-up	Complete meeting, fill form
Proposal Sent	Offer/quote delivered	Follow-up sequence	Create and send proposal
Customer Won	Deal closed	Onboarding workflow, review request	Celebrate, deliver service
Customer Lost	Deal not closed	Re-engagement sequence	Understand why, future follow-up

Meeting Status Update Form - The Central Hub

This mobile-responsive form serves as the critical connection between field work and CRM automation:

Module: B-007 - Calendar Automations (see KB-002:2.2) Critical Field: custom_values.client_meeting_status_update_url (see KB-003:3.6)

Form Capabilities:

Pre-Meeting Delivery: Automatically sent 2 minutes before each scheduled appointment
Comprehensive Data Capture: Contact updates, deal values, meeting outcomes, detailed notes
Automated Follow-up: Generates personalized follow-up messages based on meeting results
Pipeline Advancement: Automatically moves leads to appropriate next stages
Task Generation: Creates follow-up tasks with customizable reminder dates

Why This Form is Called "THE HUB":

Central intelligence gathering point
Reduces no-shows by 40%+ (last-minute confirmation)
Prepares team for meetings (context gathered in advance)
Captures outcomes immediately (while fresh)
Triggers appropriate automation based on outcome

Setup: See KB-004:Task 7-9 for calendar and form configuration

3.3 Multi-Channel Communication Management

Unified Inbox Architecture

All customer communications funnel through a single interface that provides:

Channel Consolidation:

💬 Web Chat: Live chat widget on client websites
📱 GMB Messaging: Google My Business direct messages
📘 Facebook Messenger: FB page messages
📸 Instagram DMs: Instagram direct messages
📧 Email: All email conversations
📲 SMS: Text message conversations

Benefits:

✅ Context Preservation: Full conversation history regardless of channel
✅ No Channel Switching: Team members see all communications in one view
✅ Automated Routing: Messages routed to appropriate team members
✅ Response Templates: Quick responses while maintaining consistency

Business Hours Intelligence

The system automatically detects business operating hours and adjusts responses accordingly:

In-Hours Responses (9 AM - 5 PM):

"Hi {Name}! Thanks for reaching out to {Business Name}.
We've received your message and will respond within 15 minutes.

For immediate assistance, call us at {Phone} or book a call:
{Calendar URL}"

After-Hours Management (5 PM - 9 AM):

"Hi {Name}! Thanks for contacting {Business Name}.
We've received your message. Our team will respond first thing
when we open at 9 AM tomorrow.

For urgent matters, visit: {Emergency URL}"

Emergency Handling (Service Industries):

Special workflows for time-sensitive industries (plumbing, HVAC, etc.)
Emergency contact routing
Premium pricing automation for after-hours services

3.4 Advanced Customer Lifecycle Management

Module: B-004 - Database Reactivation (see KB-002:2.2)

Long-Term Nurture Systems

The snapshot includes sophisticated long-term engagement automation designed to maintain relationships over extended periods:

52-Week SMS Education Campaign:

✅ Weekly educational content positioned to establish industry expertise
✅ Automated segmentation based on engagement levels
✅ Customizable content library tailored to specific business types
✅ Progressive engagement tracking and optimization

Structure:

Week 1-4:   Educational tips (build trust)
Week 5-8:   Case studies and success stories (demonstrate value)
Week 9-12:  Seasonal relevance (timely engagement)
Week 13-26: Industry insights (position as expert)
Week 27-39: Problem-solving content (show solutions)
Week 40-52: Re-engagement offers (conversion attempts)

Year-Long Email Nurture Sequence:

✅ Monthly touchpoints designed to maintain top-of-mind awareness
✅ Seasonal content integration with business-relevant messaging
✅ Automated re-engagement triggers for unresponsive contacts
✅ Integration with holiday and promotional campaigns

Forever Follow-Up Loop:

✅ Automated re-activation sequences for dormant prospects
✅ Periodic outreach designed to restart conversations
✅ Intelligent frequency management to avoid over-communication
✅ Success tracking and workflow optimization

Lead Lifecycle Timeline:

Day 1:      Lead captured → Instant response
Day 1-7:    Daily engagement (high-touch)
Week 2-4:   3x weekly touchpoints
Month 2-3:  2x weekly touchpoints
Month 4-6:  Weekly touchpoints
Month 7-12: Bi-weekly touchpoints
Year 2+:    Monthly "stay in touch" messages

Configuration: See KB-003:3.3 for Database Reactivation custom values

3.5 Revenue Generation and E-commerce Integration

Module: B-005 - Payment Automations (see KB-002:2.2)

Payment Processing Automation

The snapshot includes comprehensive e-commerce capabilities that enable immediate online selling:

Checkout System Architecture:

✅ Pre-Built Checkout Pages: Professional design with integrated payment processing
✅ Automated Receipts: Branded email confirmations with purchase details
✅ Product Integration: Simple product attachment process for immediate online selling
✅ Abandoned Cart Recovery: Multi-touch sequences to recover incomplete purchases

Abandoned Cart Recovery Sequence:

hour:    "You left something in your cart!" (Email)
hours:  "Still interested? Here's 10% off" (Email + SMS)
hours:  "Last chance - your cart expires soon" (Email)
days:    "We saved your cart for you" (Re-engagement)

Invoice Management System:

✅ Automated Reminders: Multi-stage follow-up for unpaid invoices
✅ Payment Tracking: Real-time notifications for invoice status changes
✅ Client Portal Integration: Self-service payment options for customers
✅ Refund Processing: Automated workflows for returns and cancellations

Invoice Reminder Schedule:

Due Date - 3 days:  Friendly reminder (Email)
Due Date:           Invoice due today (Email + SMS)
Due Date + 3 days:  Payment overdue - please remit (Email)
Due Date + 7 days:  Final notice before late fee (Email + SMS)
Due Date + 14 days: Account on hold (Email, internal alert)

Modules: B-009 (Reviews) and B-016 (Referrals) - see KB-002:2.2

Review Generation Automation

The system includes sophisticated review management that balances compliance with effectiveness:

Customer Satisfaction Workflow:

Key Features:

✅ Post-Service Surveys: Automated satisfaction assessments after service completion
✅ Intelligent Routing: Positive feedback (4-5 stars) → public review platforms
✅ Issue Resolution: Negative feedback (1-3 stars) → handled internally before public exposure
✅ Compliance: Customers maintain ability to leave public reviews regardless of initial feedback

Why This Approach Works:

Catch Issues Early: Negative feedback captured privately first
Resolve Before Public: Manager alerted to fix issues before they become public reviews
Amplify Positive: Happy customers guided to public review platforms
Maintain Compliance: Never blocks negative reviews, just offers resolution first

Setup: See KB-003:3.7 for review automation custom values CRITICAL: Must integrate GMB before configuring (see KB-004:Task 3)

Referral Marketing System:

Module: B-016 - Referral Automations (see KB-002:2.2)

✅ Automated Referral Requests: Triggered after positive customer experiences
✅ Tracking and Attribution: Link-based system for monitoring referral success
✅ Reward Integration: Automated reward distribution for successful referrals
✅ Social Sharing Facilitation: Easy sharing tools for customers to recommend services

Referral Flow:

Positive Experience (5-star review OR high satisfaction)
    ↓
Wait 3-7 days (let experience settle)
    ↓
Send Referral Request (Email + SMS)
    ↓
Customer Shares Unique Referral Link
    ↓
Referred Person Clicks Link (tracked by referral code)
    ↓
Referred Person Becomes Customer
    ↓
Referrer Receives Reward Automatically

Configuration: See KB-003:3.10 for referral program custom values

4. Advanced Integration Features

4.1 Custom Value Management System

Deep Dive: See KB-003: Custom Values Deep Dive for complete documentation

The snapshot includes 98 custom values that enable complete system personalization without technical complexity:

Benefits:

✅ Brand Integration: Automated logo placement and color scheme application
✅ Content Personalization: Industry-specific messaging and templates
✅ Contact Customization: Personalized communication based on business details
✅ Workflow Adaptation: System behavior modification based on business requirements

Custom Value Categories:

B-000: Foundations - Business info, branding, contact details (~25 values)
B-004: Database Reactivation - SMS messages, offers (~5 values)
B-007: Calendar Automations - User profiles, calendar URLs (~15 values)
B-009: Review Automations - Review platform links (~8 values)
B-011: Lead Form Automations - Instant responses, pipeline (~6 values)
B-016: Referral Automations - Offer details, rewards (~5 values)
B-017: Link Tree - Page design, buttons (~19 values)
Other Modules - Various specialized values (~15 values)

Fill-Once-Use-Everywhere Concept:

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

📧 Email signatures (500+ locations)
📱 SMS templates (200+ locations)
🌐 Website pages (100+ locations)
⚙️ Workflows (50+ locations)
📋 Forms (20+ locations)

One value update = 870+ locations updated automatically

Setup: See KB-004:Task 13 - Complete ExtendlyOS Configuration Form

4.2 Calendar and Appointment Management

Module: B-007 - Calendar Automations (see KB-002:2.2)

Advanced scheduling capabilities that exceed standard calendar tools:

Features:

✅ Multi-Calendar Integration: Support for multiple service types and staff members
✅ Automated Confirmations: Multi-touch confirmation sequences to reduce no-shows
✅ Reminder Systems: 10-minute and 2-minute pre-appointment reminders
✅ Rescheduling Automation: Self-service rescheduling with automatic calendar updates
✅ No-Show Recovery: Automated sequences to re-engage missed appointments

Reminder Sequence:

hours before:  Email confirmation with details
hours before:   SMS reminder with location/link
minutes:       SMS reminder "Meeting starts in 10 minutes"
minutes:        Meeting Status Update Form sent (THE HUB)

No-Show Recovery:

No-show detected (appointment time + 15 min)
    ↓
Wait 1 hour
    ↓
Send "We missed you" message (SMS + Email)
    ↓
Offer easy rescheduling link
    ↓
If no response in 24 hours → Add to nurture sequence
    ↓
If reschedules → Normal appointment workflow

Calendar Integrations Supported:

Google Calendar (most common)
Outlook Calendar
Office 365 Calendar
iCal (Apple Calendar)

Setup: See KB-004:Task 7-9 for calendar configuration

4.3 Link Tree and Digital Presence Management

Module: B-017 - Link Tree (see KB-002:2.2)

Centralized digital presence management that consolidates all business touchpoints:

Features:

✅ Social Media Hub: Single location for all business links and resources
✅ Mobile Optimization: Responsive design for all device types
✅ Analytics Integration: Tracking for all link clicks and engagement
✅ Content Management: Easy updates and modifications without technical knowledge

Common Use Cases:

📱 Instagram bio link
🐦 Twitter/X profile link
📧 Email signature link
💼 Business card QR code destination
🎥 YouTube video description link
📱 SMS "more info" link

Typical Configuration:

┌────────────────────────────┐
│  [Background Image]         │
│                             │
│  [Business Logo]            │
│  "Your tagline here"        │
│                             │
│  [📅 Book Appointment]      │
│  [🌐 Visit Website]         │
│  [⭐ Leave a Review]        │
│  [📱 Follow on Instagram]   │
│  [📄 Free Download]         │
│  [📧 Contact Us]            │
│                             │
└────────────────────────────┘

Configuration: See KB-003:3.11 for Link Tree custom values

5. Troubleshooting Guide

5.1 Common Integration Issues

Issue 1: Workflows Not Triggering

Symptoms:

Lead submitted, no automation fires
Appointment booked, no confirmation sent
Form filled, no follow-up occurs

Diagnostic Steps:

Check workflow status - Is it published or draft?
- Location: Automations → Select workflow → Check status
- Fix: Publish workflow if in draft mode
Review trigger conditions - Are conditions met?
- Check tags required for trigger
- Verify source attribution
- Confirm form/calendar connections
Check contact workflow history - Has contact already gone through?
- Location: Contact → Activity → Workflow History
- Issue: GHL prevents re-entry to same workflow by default
- Fix: Use fresh test contact or clone workflow
Review automation log - Any errors?
- Location: Automations → Workflow → Activity Log
- Look for: Error messages, failed steps, missing data
Test with fresh contact - Eliminate re-entry issues
- Create new test contact with unique email/phone
- Trigger workflow manually
- Monitor in real-time

Common Causes:

❌ Workflow in draft mode (not published)
❌ Trigger conditions not met (missing tags, wrong source)
❌ Contact already in workflow (can't re-enter)
❌ Workflow has errors (check logs)
❌ Required custom values missing

Prevention:

✅ Always test workflows with fresh test contacts
✅ Document trigger conditions clearly
✅ Use workflow testing mode before going live
✅ Set up workflow error notifications

Related: See KB-007 for decision tree on workflow troubleshooting

Issue 2: Calendar Not Showing Availability

Symptoms:

Calendar page shows "No times available"
All dates greyed out
Booking page loads but no slots

Diagnostic Steps:

Verify calendar connection
- Settings → Calendar Settings → Connections
- Check: Calendar connected and authorized
- Fix: Reconnect calendar (may need to reauthorize)
Check availability hours
- Settings → Calendar Settings → Availability
- Verify: Days and hours configured
- Check: Timezone matches client location
Review linked calendar for conflicts
- Open Google/Outlook calendar
- Check: Are there existing appointments blocking all slots?
- Fix: Clear test appointments or adjust availability
Verify calendar assigned to user
- Settings → Calendar Settings → Select calendar
- Check: Users assigned to calendar
- Fix: Assign appropriate team members
Check buffer times and gaps
- Calendar Settings → Advanced
- Check: Buffer before/after, minimum notice
- Fix: Adjust if too restrictive

Common Causes:

❌ Calendar not connected or authorization expired
❌ Availability hours not configured
❌ Timezone mismatch (calendar in different timezone)
❌ All slots blocked by existing appointments
❌ Buffer times too restrictive
❌ Minimum scheduling notice too long

Prevention:

✅ Test booking immediately after calendar setup
✅ Set reasonable buffer times (15-30 min)
✅ Use separate calendar for testing
✅ Monitor calendar connection status monthly

Setup: See KB-004:Task 7-8 for calendar configuration

Issue 3: Custom Values Not Populating Templates

Symptoms:

{{custom_values.business_name}} showing instead of actual name
Templates display placeholder text
Emails/SMS show curly braces

Diagnostic Steps:

Verify custom value exists and is filled
- Settings → Custom Values
- Search for the specific custom value
- Check: Does it have a value or is it blank?
- Fix: Fill in the value if blank
Check placeholder syntax
- Review template code
- Correct: {{custom_values.business_name}}
- Wrong: {{ custom_values.businessname }} (spaces, wrong name)
- Fix: Correct syntax errors
Verify field name spelling
- Custom value names use underscores: business_name
- Common mistakes: spaces vs underscores
- Fix: Use exact field name from Settings → Custom Values
Refresh/republish template
- Some templates cache values
- Fix: Re-save or republish template
- For funnels: Republish funnel pages

Common Causes:

❌ Custom value not filled out (blank)
❌ Typo in placeholder syntax
❌ Wrong field name (spaces vs underscores)
❌ Template not refreshed after value update
❌ Custom value was deleted or renamed

Prevention:

✅ Use ExtendlyOS form to populate all values at once (KB-004:Task 13)
✅ Copy/paste field names from Settings → Custom Values
✅ Test templates after configuring custom values
✅ Document custom field names for team reference

Deep Dive: See KB-003:4.5 for comprehensive custom values troubleshooting

Issue 4: Emails Going to Spam

Symptoms:

Client reports not receiving emails
High bounce rate in email analytics
Gmail/Outlook flagging emails as spam

Diagnostic Steps:

Verify dedicated domain configured
- Settings → Email Services → Dedicated Domain
- Check: Domain shows "Verified" status
- Fix: Configure if not set up (KB-004:Task 4)
Check DNS records
- Verify SPF, DKIM, DMARC records at domain registrar
- Use tools: MXToolbox, Google Admin Toolbox
- Fix: Add or correct DNS records as needed
Review domain warmup status
- New domains need gradual email volume increase
- Check: How long has domain been sending?
- Fix: Start with 10-20 emails/day, increase weekly
Check sending volume
- Sudden high volume triggers spam filters
- Check: Did you send 1000 emails on day 1?
- Fix: Throttle sending, spread over days
Review email content
- Spam triggers: ALL CAPS, excessive !!!, "Free money"
- Check: Spam score using Mail-Tester.com
- Fix: Rewrite problematic content

Common Causes:

❌ Dedicated domain not configured
❌ DNS records incorrect or missing
❌ Domain not warmed up (sending too much too fast)
❌ Email content triggers spam filters
❌ No email authentication (SPF, DKIM)
❌ Sending from free domain (@gmail, @yahoo)

Prevention:

✅ Always configure dedicated domain before sending emails
✅ Warm up domain gradually over 2-4 weeks
✅ Use professional email content
✅ Include unsubscribe link (required by law)
✅ Monitor bounce rates and spam complaints

Setup: See KB-004:Task 4 for email domain configuration

Issue 5: SMS Not Sending

Symptoms:

SMS automation not delivering
No error in logs but recipient doesn't receive
Workflows show "SMS sent" but nothing delivered

Diagnostic Steps:

Verify phone number configured
- Settings → Phone Numbers
- Check: Active phone number exists
- Fix: Purchase and configure phone number (KB-004:Task 6)
Check contact phone format
- Contacts → Select contact → Phone field
- Required format: +1XXXXXXXXXX (with country code)
- Fix: Add country code (+1 for US)
Review SMS content for spam triggers
- Carriers filter spam SMS
- Avoid: "Free", "Win", excessive links
- Fix: Rewrite content, be professional
Check account SMS limits
- Some accounts have sending limits
- Location: Settings → Account → Usage
- Fix: Contact GHL support to increase limits
Test with your own phone
- Send test SMS to your mobile
- Confirm: Do you receive it?
- Fix: If yes, issue is with recipient; if no, issue is system-wide

Common Causes:

❌ Phone number not configured
❌ Contact phone missing country code
❌ SMS content flagged as spam by carrier
❌ Account SMS sending limit reached
❌ Recipient phone number invalid or disconnected
❌ Recipient opted out (STOP)

Prevention:

✅ Always include country code in phone numbers
✅ Test SMS with own phone before deploying
✅ Keep SMS professional, avoid spam triggers
✅ Monitor SMS delivery rates
✅ Honor opt-outs immediately (required by law)

Setup: See KB-004:Task 6 for phone number configuration

5.2 System Performance Issues

Issue 6: Slow Automation Execution

Symptoms:

Workflows taking hours instead of minutes
Delays between workflow steps
Actions not executing in expected timeframe

Diagnostic Steps:

Check workflow queue
- High account activity can slow processing
- Peak times: 9 AM - 5 PM weekdays
- Fix: Schedule heavy automation for off-hours
Review workflow wait steps
- Check: Are there long wait periods configured?
- Location: Open workflow → Review wait/delay steps
- Fix: Adjust timing if too long
Verify webhook timeouts
- External webhooks can slow workflows
- Check: Any external API calls in workflow?
- Fix: Increase timeout or remove slow integrations
Check for workflow loops
- Infinite loops can bog down system
- Look for: Workflow triggering itself
- Fix: Add exit conditions to prevent loops

Solutions:

⚡ Schedule batch operations during off-peak hours
⚡ Optimize workflows (remove unnecessary steps)
⚡ Use workflow filters to reduce volume
⚡ Implement delays strategically

Issue 7: Rate Limiting

Symptoms:

Actions failing with "Rate limit exceeded" error
Bulk operations stopping mid-process
API calls being rejected

Causes:

GHL has rate limits to prevent abuse
Typical limits: 100 API calls per 10 seconds
Webhooks: 5 per second per workflow

Solutions:

✅ Add delays between bulk actions (1-2 seconds)
✅ Spread large imports over time
✅ Use workflow filters to reduce triggering frequency
✅ Contact GHL support for enterprise limits if needed

5.3 Data Integrity Issues

Issue 8: Duplicate Contacts

Symptoms:

Same person appearing multiple times in CRM
Split conversation history
Missed follow-up due to duplicate records

Diagnostic Steps:

Check duplicate detection rules
- Settings → Contact Settings → Duplicate Detection
- Matching rules: Email, phone, or both?
- Fix: Enable stricter duplicate detection
Review import methods
- Manual imports without deduplication create duplicates
- Check: How are contacts being added?
- Fix: Use "Update if exists" option on imports
Verify contact data consistency
- Different email formats: john@example.com vs. John@example.com
- Different phone formats: 5551234567 vs +1-555-123-4567
- Fix: Standardize formats before import

Solutions:

🔧 Merge duplicate contacts manually
- Contacts → Search → Select duplicates → Merge
🔧 Use "Find Duplicates" tool in GHL
- Tools → Find Duplicates → Merge
🔧 Update matching criteria
- Settings → Contact Settings → Duplicate Detection → Configure
🔧 Standardize data entry procedures

Prevention:

✅ Enable duplicate detection before imports
✅ Standardize phone number format (+1-XXX-XXX-XXXX)
✅ Use lowercase for all emails
✅ Train team on contact creation procedures

Issue 9: Missing Pipeline Stages

Symptoms:

Contacts stuck in wrong stage
Pipeline not advancing automatically
Expected stages don't exist

Diagnostic Steps:

Verify pipeline configuration
- Settings → Pipelines → Select pipeline
- Check: All stages exist and are properly named
- Fix: Recreate missing stages
Check workflow automation
- Workflows move contacts between stages
- Review: Are "Move to Stage" actions configured?
- Fix: Add stage advancement actions to workflows
Review manual stage movements
- Are team members manually moving contacts?
- Check: Workflow vs. manual movement history
- Fix: Train team on proper procedures

Solutions:

🔧 Restore missing pipeline stages
🔧 Update workflows to use correct stages
🔧 Test pipeline progression with fresh contact
🔧 Document pipeline flow for team

Issue 10: Incorrect Source Attribution

Symptoms:

Leads showing wrong source
Analytics don't match actual traffic
Attribution reports inaccurate

Diagnostic Steps:

Check form source tags
- Forms → Select form → Settings → Tags
- Verify: Source tag applied on submission
- Fix: Add source tag to form
Review UTM parameters
- URL tracking parameters: utm_source, utm_medium, utm_campaign
- Check: Are UTMs being captured?
- Fix: Enable UTM capture in form settings
Verify workflow tagging
- Workflows apply source tags
- Check: Does workflow have "Add Tag" action?
- Fix: Add source tagging to lead capture workflows

Solutions:

🏷️ Standardize source tag naming (e.g., "Source: Website", "Source: Facebook")
🏷️ Use UTM parameters consistently
🏷️ Audit all lead entry points for proper tagging
🏷️ Create attribution dashboard to monitor

5.4 Advanced Diagnostics

When to Escalate to Technical Support:

✅ Escalate if:

Multiple troubleshooting attempts failed
System-wide issues affecting all accounts
Potential bug or platform issue
Integration with external tool failing
Data loss or corruption
Security concerns

❌ Don't escalate (fix internally) if:

Configuration error (settings incorrect)
User training issue
Custom value not filled
Workflow logic error
Expected behavior (not a bug)

Before Escalating, Gather:

✅ Detailed description of issue
✅ Steps to reproduce
✅ Screenshots/screen recordings
✅ Workflow/automation IDs
✅ Contact/lead examples
✅ Error messages (exact text)
✅ What you've tried already

Troubleshooting Decision Tree: See KB-007 for systematic troubleshooting flowchart

6. Implementation Strategy

6.1 Symphony Core Implementation Strategy

Ready-to-Configure Automation Delivery

Phase 1: Foundation Deployment (Days 1-7)

Week 1 Tasks:

✅ Snapshot installation and basic configuration (Day 1-2)
✅ Brand customization using the 98 custom values system (Day 2-3)
✅ Initial workflow testing and verification (Day 4-5)
✅ Basic staff training on core system functions (Day 6-7)

Key Deliverables:

Fully loaded snapshot with all modules
Branded templates (email, SMS, pages)
Working calendar and appointment system
Basic team training completed

Reference: See KB-001 for quick start guide, KB-004 for detailed onboarding checklist

Phase 2: Industry Customization (Days 8-14)

Week 2 Tasks:

✅ Industry-specific message customization (Day 8-10)
✅ Service-specific workflow modifications (Day 10-12)
✅ Integration with existing business processes (Day 12-13)
✅ Advanced feature activation and testing (Day 13-14)

Customization Areas:

Lead capture forms (industry terminology)
Email/SMS templates (industry voice)
Pipeline stages (business-specific)
Custom values (service offerings)
Review requests (platform priorities)

Phase 3: Launch Preparation (Days 15-21)

Week 3 Tasks:

✅ Complete system testing and quality assurance (Day 15-17)
✅ Staff training on advanced features (Day 17-19)
✅ Client communication automation setup (Day 19-20)
✅ Performance monitoring implementation (Day 20-21)

Testing Checklist:

✅ Lead capture from all sources
✅ Appointment booking and reminders
✅ Email/SMS delivery
✅ Payment processing (if applicable)
✅ Review and referral workflows
✅ Long-term nurture sequences

Reference: See KB-004:5 for post-onboarding validation checklist

Phase 4: Go-Live and Optimization (Days 22-30)

Week 4 Tasks:

✅ Full system activation with live lead processing (Day 22)
✅ Performance monitoring and initial optimization (Day 23-26)
✅ Client feedback collection and system refinement (Day 27-28)
✅ Success metric establishment and tracking (Day 29-30)

Ongoing Support:

Weekly performance reviews
Monthly optimization sessions
Quarterly strategic planning
Continuous training and development

6.2 Business Outcome Alignment

Client Stickiness Through Integrated Dependency

The snapshot creates multiple touchpoints that become integral to daily business operations:

Daily Operations Integration:

📧 CRM as Central Hub: All customer interactions flow through system
💬 Communication Centralization: Email, SMS, chat, social - all in one place
⚙️ Process Automation: Manual tasks become automated (saves 10-20 hrs/week)
📊 Data Centralization: Business intelligence and reporting platform-dependent

Why Clients Stay:

High Switching Cost: Replacing system requires massive effort
Data Lock-In: Years of customer data and history
Process Dependency: Daily operations rely on automation
Training Investment: Team trained and proficient
Integration Depth: Connected to all business systems

Scalable Foundation for Growth

The system supports business expansion without platform limitations:

✅ Unlimited Contact Management: No restrictions on database growth
✅ Workflow Scalability: Automation systems handle increased volume automatically
✅ Feature Expansion: Additional capabilities can be added without system reconstruction
✅ Integration Flexibility: New tools and services can be connected as business needs evolve

7. Technical Architecture Details

7.1 Workflow Integration Mapping

Lead Entry to Conversion Flow:

┌─────────────────┐
│  Lead Capture   │ → Website, Social, Phone, GMB, Email
└────────┬────────┘
         │
         ▼
┌─────────────────┐
│  Source Tagging │ → Attribution tracking applied
└────────┬────────┘
         │
         ▼
┌──────────────────┐
│ Initial Response │ → < 5 sec (SMS/Email)
└────────┬─────────┘
         │
         ▼
┌────────────────────┐
│ Pipeline Assignment│ → "New Lead" stage
└────────┬───────────┘
         │
         ▼
┌──────────────────┐
│ Nurture Sequence │ → Automated follow-up begins
└────────┬─────────┘
         │
         ▼
┌─────────────────────┐
│ Appointment Booking │ → Calendar integration
└────────┬────────────┘
         │
         ▼
┌──────────────────┐
│  Meeting Form    │ → THE HUB (status update)
└────────┬─────────┘
         │
         ▼
┌─────────────────┐
│   Follow-up     │ → Based on meeting outcome
└────────┬────────┘
         │
         ▼
┌─────────────────┐
│   Conversion    │ → Deal won, onboarding starts
└────────┬────────┘
         │
         ▼
┌────────────────────────┐
│ Customer Onboarding    │ → Welcome sequence
└────────┬───────────────┘
         │
         ▼
┌──────────────────────┐
│ Long-term Nurture    │ → 52-week+ engagement
└──────────────────────┘

Communication Channel Integration:

┌──────────────────────────────────────┐
│  Multiple Channels                    │
│  • Web Chat                           │
│  • GMB Messaging                      │
│  • Facebook Messenger                 │
│  • Instagram DMs                      │
│  • Email                              │
│  • SMS                                │
└──────────────┬───────────────────────┘
               │
               ▼
┌───────────────────────────┐
│  Unified Inbox            │ → Single view of all communications
└──────────┬────────────────┘
           │
           ▼
┌────────────────────────────┐
│ Business Hours Detection   │ → In-hours vs After-hours logic
└──────────┬─────────────────┘
           │
           ▼
┌──────────────────────┐
│ Automated Response   │ → Template-based instant reply
└──────────┬───────────┘
           │
           ▼
┌───────────────────────────┐
│ Human Handoff (if needed) │ → Team member notification
└──────────┬────────────────┘
           │
           ▼
┌──────────────────────┐
│ Follow-up Automation │ → Continued engagement
└──────────┬───────────┘
           │
           ▼
┌────────────────────────┐
│ Conversation Tracking  │ → Full history maintained
└──────────┬─────────────┘
           │
           ▼
┌──────────────────────┐
│ Performance Analytics│ → Metrics and reporting
└──────────────────────┘

Revenue Generation Workflow:

┌──────────────────┐
│Service Completion│ → Marked in pipeline
└────────┬─────────┘
         │
         ▼
┌────────────────────┐
│Satisfaction Survey │ → Internal feedback (4-5 stars?)
└────────┬───────────┘
         │
         ▼
┌───────────────┐
│Review Request │ → If positive, send to GMB/Yelp
└────────┬──────┘
         │
         ▼
┌──────────────────┐
│Invoice Generation│ → Automated or manual
└────────┬─────────┘
         │
         ▼
┌──────────────────┐
│Payment Processing│ → Stripe/PayPal integration
└────────┬─────────┘
         │
         ▼
┌───────────────────┐
│Receipt Automation │ → Branded confirmation sent
└────────┬──────────┘
         │
         ▼
┌────────────────┐
│Referral Request│ → Ask for referrals (3-7 days later)
└────────┬───────┘
         │
         ▼
┌─────────────────────────┐
│Customer Retention Sequence│ → Long-term nurture
└─────────────────────────┘

7.2 System Component Dependencies

Core Platform Requirements:

Component	Purpose	Criticality	Setup Time
GoHighLevel CRM	Foundation platform	🔴 Critical	1 hour
Extendly Snapshot	Base automation layer	🔴 Critical	2 hours
Domain	Page hosting	🔴 Critical	24-48 hours (DNS)
Email Domain	Email deliverability	🔴 Critical	24-48 hours (DNS)
Phone Number	SMS automation	🔴 Critical	5 minutes
Calendar	Appointment booking	🔴 Critical	15 minutes
Custom Values	System personalization	🔴 Critical	30-45 minutes
GMB Integration	Review automation	🟡 Important	10 minutes
Payment Gateway	E-commerce	🟡 Important	30 minutes

External Integration Points:

Symphony Core Enhanced Tools:

SearchAtlas → Advanced SEO automation and optimization
ChangeTower → Website monitoring, compliance, and change detection
Third-party CRMs → Data sync and migration (if needed)

Standard Integrations:

Calendar Systems → Google, Outlook, Office 365, iCal
Social Media → Facebook, Instagram, LinkedIn, Twitter/X
Payment Processors → Stripe, PayPal, Square
Review Platforms → Google My Business, Yelp, Facebook
Email Providers → Gmail, Outlook (for team email)

7.3 Data Flow and Storage Architecture

Contact Data Management:

✅ Centralized Database: Unlimited contact storage in GHL
✅ Source Attribution: Every lead tagged with origin
✅ Engagement History: Full communication history across all channels
✅ Custom Fields: Business-specific information storage
✅ Privacy Compliance: GDPR, CCPA, and data protection protocols

Performance Data Collection:

📊 Real-time Analytics: All workflow performance tracked
📊 Conversion Tracking: Lead to customer journey complete
📊 Communication Metrics: Email open rates, SMS responses
📊 Revenue Attribution: ROI calculation by source
📊 Satisfaction Measurement: Review scores, NPS tracking

Data Retention:

Contacts: Unlimited retention
Conversations: Full history preserved
Workflow logs: 90 days (standard)
Analytics: Rolling 12 months (standard)
Backups: Automated daily by GHL

Conclusion

The integration of GoHighLevel with the Extendly Ultimate Small Business Snapshot creates a comprehensive, ready-to-configure automation platform that enables Symphony Core to deliver immediate value to clients while maintaining the flexibility needed for industry-specific customization.

This unified system approach transforms small business marketing from a collection of disconnected tools into an integrated operating system that supports growth, improves efficiency, and enhances customer relationships. By leveraging this foundation, Symphony Core can focus on delivering business outcomes rather than building basic functionality, providing a sustainable competitive advantage in the "Systems as a Service" marketplace.

The comprehensive automation capabilities ensure that Symphony Core clients receive enterprise-grade marketing systems that become integral to their daily operations, creating the high-value, long-term relationships that define successful marketing automation implementations.

Foundation & Context:

KB-001: Quick Start Guide - System overview and first onboarding
KB-002: Automation Ecosystem - How Big 5 modules work together
KB-003: Custom Values Deep Dive - 98 custom values system

Implementation:

KB-004: Client Onboarding Checklist - Complete setup procedures
GHL Naming Standard - Snapshot and sub-account organization

Troubleshooting:

KB-007: Decision Trees and Troubleshooting - Systematic problem solving

Document Information

Version: 2.0 (Enhanced)
Original Version: 1.0 (ghl_systems_integration.md, September 22, 2025)
Enhanced: October 29, 2025
Status: Draft - Ready for Review
Estimated Word Count: ~5,500 words
Estimated Page Count: ~22 pages
Original Word Count: ~2,800 words
Enhancements Added:
- Quick Reference Summary (new section)
- Comprehensive Troubleshooting Guide (10 issues documented)
- Cross-references to other KB articles throughout
- Visual diagrams (flowcharts, system architecture)
- Advanced diagnostics procedures
Next Review: After team feedback
Location: 06-team-training/platform-training/kb-005-systems-integration-architecture.md

Author: Symphony Core Technical Writing Team Enhanced By: Symphony Core Knowledge Management Team Contributors: Claude Code

End of KB-005: Systems Integration and Architecture

Table of Contents​

1. Quick Reference Summary​

1.1 System Architecture At-A-Glance​

1.2 Key Integration Points​

1.3 Critical Dependencies​

1.4 System Capability Matrix​

2. Platform Architecture Foundation​

2.1 Why This Architecture Matters​

2.2 Three-Layer Architecture​

3. Core System Components Integration​

3.1 Lead Capture and Management Ecosystem​

3.2 Sales Pipeline Automation System​

3.3 Multi-Channel Communication Management​

3.4 Advanced Customer Lifecycle Management​

3.5 Revenue Generation and E-commerce Integration​

3.6 Reputation Management and Social Proof System​

4. Advanced Integration Features​

4.1 Custom Value Management System​

4.2 Calendar and Appointment Management​

4.3 Link Tree and Digital Presence Management​

5. Troubleshooting Guide​

5.1 Common Integration Issues​

Issue 1: Workflows Not Triggering​

Issue 2: Calendar Not Showing Availability​

Issue 3: Custom Values Not Populating Templates​

Issue 4: Emails Going to Spam​

Issue 5: SMS Not Sending​

5.2 System Performance Issues​

Issue 6: Slow Automation Execution​

Issue 7: Rate Limiting​

5.3 Data Integrity Issues​

Issue 8: Duplicate Contacts​

Issue 9: Missing Pipeline Stages​

Issue 10: Incorrect Source Attribution​

5.4 Advanced Diagnostics​

6. Implementation Strategy​

6.1 Symphony Core Implementation Strategy​

Ready-to-Configure Automation Delivery​

6.2 Business Outcome Alignment​

7. Technical Architecture Details​

7.1 Workflow Integration Mapping​

7.2 System Component Dependencies​

7.3 Data Flow and Storage Architecture​

Conclusion​

Related Knowledge Base Articles​

Document Information​

Table of Contents

1. Quick Reference Summary

1.1 System Architecture At-A-Glance

1.2 Key Integration Points

1.3 Critical Dependencies

1.4 System Capability Matrix

2. Platform Architecture Foundation

2.1 Why This Architecture Matters

2.2 Three-Layer Architecture

3. Core System Components Integration

3.1 Lead Capture and Management Ecosystem

3.2 Sales Pipeline Automation System

3.3 Multi-Channel Communication Management

3.4 Advanced Customer Lifecycle Management

3.5 Revenue Generation and E-commerce Integration

3.6 Reputation Management and Social Proof System

4. Advanced Integration Features

4.1 Custom Value Management System

4.2 Calendar and Appointment Management

4.3 Link Tree and Digital Presence Management

5. Troubleshooting Guide

5.1 Common Integration Issues

Issue 1: Workflows Not Triggering

Issue 2: Calendar Not Showing Availability

Issue 3: Custom Values Not Populating Templates

Issue 4: Emails Going to Spam

Issue 5: SMS Not Sending

5.2 System Performance Issues

Issue 6: Slow Automation Execution

Issue 7: Rate Limiting

5.3 Data Integrity Issues

Issue 8: Duplicate Contacts

Issue 9: Missing Pipeline Stages

Issue 10: Incorrect Source Attribution

5.4 Advanced Diagnostics

6. Implementation Strategy

6.1 Symphony Core Implementation Strategy

Ready-to-Configure Automation Delivery

6.2 Business Outcome Alignment

7. Technical Architecture Details

7.1 Workflow Integration Mapping

7.2 System Component Dependencies

7.3 Data Flow and Storage Architecture

Conclusion

Related Knowledge Base Articles

Document Information