> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aisync.link/llms.txt
> Use this file to discover all available pages before exploring further.

# Take a Client Live

> The complete path from a new company to reps making calls, in order, with the check that proves each step worked.

This is the runbook our team follows to take a client from signup to reps dialing. Work top to bottom. **Every step has a check** — do not move on until the check passes, because a skipped step surfaces later as a rep saying "it isn't working" with no obvious cause.

<Note>
  **Time required:** about 45 minutes for a straightforward client, plus 1–3 business days of waiting if they need new numbers registered for A2P 10DLC.
</Note>

## Before you start

Collect these from the client. Chasing them mid-setup is what turns a 45-minute job into a two-day one.

<CardGroup cols={2}>
  <Card title="GoHighLevel access" icon="link">
    Which **sub-account (location)** their appointments live in, and an admin who can approve the connection.
  </Card>

  <Card title="Calling hours and area" icon="clock">
    Which time zones they call into, and their business hours.
  </Card>

  <Card title="The lead list" icon="table">
    A CSV. Confirm it has a phone column and that the numbers are real.
  </Card>

  <Card title="Rep names and emails" icon="users">
    One account per rep. Shared logins break reporting and call attribution.
  </Card>
</CardGroup>

***

## 🔌 Step 1 — Connect GoHighLevel

GoHighLevel is the booking authority. AI Sync displays the confirmed booking and its sync status; it never creates a competing calendar.

<Steps>
  <Step title="Open Settings → Integrations">
    Start the GoHighLevel connection and sign in as the client's admin.
  </Step>

  <Step title="Choose the correct sub-account">
    Pick the **location** where their contacts and calendar already live. Connecting the agency account instead of the client's sub-account is the single most common setup error, and every later step will look fine while writing to the wrong place.
  </Step>

  <Step title="Approve the permissions">
    Accept the requested scopes. If the client's admin declines any, booking or contact sync will fail later with an authorization error.
  </Step>
</Steps>

<Info>
  **Check:** open any contact in AI Sync that also exists in GoHighLevel. The GoHighLevel contact ID should be populated. If it is blank, the connection is pointing at the wrong location.
</Info>

***

## ☎️ Step 2 — Numbers

<Steps>
  <Step title="Buy or import numbers">
    Buy numbers in the client's calling area codes, or import their existing Twilio numbers. See [Phone Numbers](/phone-numbers/phone-numbers).
  </Step>

  <Step title="Register for A2P 10DLC">
    Required before numbers can carry traffic reliably. Start this **first** — approval takes 1–3 business days and it is the usual reason a go-live slips. See [10DLC](/setup/10dlc/brand).
  </Step>

  <Step title="Assign the numbers to the dialer">
    An unassigned number will not appear in the rep's **From Number** list.
  </Step>

  <Step title="Turn on Local Presence if they have area coverage">
    Matches caller ID to the lead's area code. Only useful if they own numbers in those area codes.
  </Step>
</Steps>

<Warning>
  Numbers on retired carriers will not dial. If a rep reports "Selected caller number is unavailable", the number is on a deprecated carrier or is not verified — move them to a Twilio-backed number.
</Warning>

<Info>
  **Check:** open the dialer as a rep and confirm the number appears in the **From Number** dropdown.
</Info>

***

## 🏷️ Step 3 — Dispositions

Dispositions are what a rep picks at the end of a call. They drive reporting, automation and pipeline movement, so define them before anyone dials.

<Steps>
  <Step title="Create the client's outcomes">
    Mirror how they already talk about calls. Keep the list short — a rep who has to scan twenty options picks the wrong one under time pressure.
  </Step>

  <Step title="Set the Didn't Answer default">
    Exactly one disposition must be wired to the **Didn't Answer** button. This one also feeds voicemail detection learning.
  </Step>

  <Step title="Include an appointment disposition">
    "App Set", "Appointment Set", or their wording. This is what moves a booked lead in the pipeline.
  </Step>
</Steps>

<Info>
  **Check:** [Dispositions](/manage/disposition) shows exactly one entry marked as the Didn't Answer default, and one appointment outcome.
</Info>

***

## 🗂️ Step 4 — Pipeline

<Steps>
  <Step title="Confirm an Appointment Set stage exists">
    Every pipeline gets one automatically. Confirm it is there and positioned where the client expects it.
  </Step>

  <Step title="Match disposition names to stage names">
    When a disposition and a stage share a name, a saved call moves the lead automatically. Mismatched names mean the lead stays put and someone has to move it by hand.
  </Step>
</Steps>

<Note>
  AI Sync pipelines and GoHighLevel pipelines are **separate**. Adding a stage in GoHighLevel does not create it in AI Sync, and the automatic move reads the AI Sync pipeline.
</Note>

<Info>
  **Check:** save a test contact with the appointment disposition and confirm it lands in the Appointment Set stage.
</Info>

***

## 📅 Step 5 — Calendars

Reps book onto the client's existing GoHighLevel calendars.

<Steps>
  <Step title="Confirm each bookable calendar has a user assigned">
    A calendar with no team member assigned returns **no available times**, and the rep sees an empty slot list with no explanation. This is the most common booking complaint and it is always a configuration issue, never a bug.
  </Step>

  <Step title="Check the calendar's availability rules">
    Business hours, slot duration and buffers all come from GoHighLevel.
  </Step>
</Steps>

<Info>
  **Check:** on a live or test call, open the booking picker, choose each calendar the client intends to use, and confirm times appear.
</Info>

***

## 📋 Step 6 — Power List

<Steps>
  <Step title="Upload the CSV">
    Map the phone column carefully. See [Power Lists](/manage/powerlists).
  </Step>

  <Step title="Set dial-at-a-time">
    **3 is the right starting point.** Higher numbers reach more leads per hour but increase the chance a second lead answers while the rep is already talking. Those leads go to Callbacks and must be called back.
  </Step>

  <Step title="Assign the reps">
    Only assigned reps see the list.
  </Step>
</Steps>

<Info>
  **Check:** the list shows the number of contacts you expect. A large drop means rows were rejected for invalid phone numbers.
</Info>

***

## 👤 Step 7 — Rep accounts

<Steps>
  <Step title="Create one account per rep">
    Never share logins. Reporting, recordings and call attribution are all per user.
  </Step>

  <Step title="Assign roles">
    Roles control what each person can do in the platform. See [Roles](/user-management/roles).

    **Be straight with the client about visibility:** anyone with dialer access can currently see company-wide statistics, not only their own. If they need reps walled off from each other's numbers, raise it before handover rather than after a rep notices.
  </Step>

  <Step title="Have each rep test their headset">
    Audio Settings, select the correct microphone, place one test call to their own phone.
  </Step>
</Steps>

<Info>
  **Check:** each rep can log in, shows **Ready**, and their name appears in the team view.
</Info>

***

## ✅ Step 8 — The proving call

Do not hand the client over until you have done this yourself, on a real number you control.

<Steps>
  <Step title="Dial your own phone from the list">
    Confirm it rings, connects, and the contact card appears with the right name.
  </Step>

  <Step title="Book an appointment">
    Pick a calendar and a time. Watch for **"Booking with GoHighLevel…"** then **"Confirmed by GoHighLevel"** with the correct date.
  </Step>

  <Step title="Verify in GoHighLevel">
    Open the contact there. The appointment must be on the right calendar at the right time.
  </Step>

  <Step title="Confirm the lead moved and left the list">
    They should be in the Appointment Set stage and no longer eligible for redial.
  </Step>

  <Step title="Check the recording">
    In **History**, play the call back and use **Download** to confirm the file saves. If the client also has GoHighLevel delivery enabled, check the recording there too.
  </Step>
</Steps>

<Warning>
  If the booking status shows **Needs review** instead of Confirmed, stop. It means GoHighLevel's answer was unclear and the appointment may or may not exist. Do not rebook — check GoHighLevel directly first, or you will double-book the customer.
</Warning>

***

## Handing over

Send the client:

<CardGroup cols={2}>
  <Card title="The rep guide" icon="book-open" href="/go-live/rep-guide">
    One page their reps read before the first shift.
  </Card>

  <Card title="Their login URL" icon="link">
    Plus the reminder to hard refresh on the first load after any update.
  </Card>
</CardGroup>

Tell them two things in plain language:

1. **Only "Confirmed by GoHighLevel" means the appointment exists.** Anything else needs a human to check.
2. **A lead who answers but does not reach the rep goes to Callbacks.** The banner says which of four reasons applied. All are real pickups and someone must call them back.
3. **An incoming call may ring and then stop.** If the rep is already on a call, a second caller is passed to an AI agent or voicemail rather than interrupting. That is deliberate. Check Callbacks and voicemail.

***

## If something is wrong

<AccordionGroup>
  <Accordion title="Reps can log in but Start is greyed out">
    The rep is Offline. Set to Ready. If it will not stay Ready, the browser tab lost its connection — hard refresh.
  </Accordion>

  <Accordion title="No numbers in the From Number list">
    The number is not assigned to the dialer, or it is not verified, or it is on a retired carrier. Revisit Step 2.
  </Accordion>

  <Accordion title="Booking picker shows no times">
    That calendar has no user assigned in GoHighLevel. Revisit Step 5. This is configuration, not a fault.
  </Accordion>

  <Accordion title="Booked leads are not moving stages">
    The disposition name and the stage name do not match, or the contact sits in a pipeline with no appointment stage. Revisit Steps 3 and 4.
  </Accordion>

  <Accordion title="Recordings are not appearing in GoHighLevel">
    Recording delivery is enabled per client. If this client has not been enabled, contact the platform team.
  </Accordion>
</AccordionGroup>

Anything not listed here goes to [Troubleshooting](/go-live/troubleshooting).