CRM Modification Rules
Purpose: Defines exactly what the agent may and may not do inside GoHighLevel. Short version: the agent reads and recommends; humans write. Rosa owns CRM hygiene, so she owns this doc.
Why this is strict
The GHL pipeline is Summit's single source of truth for where every deal stands: New Lead → Contacted → Estimate Scheduled → Estimate Sent → Follow-Up → Won → Lost. Reports, follow-up priorities, and Dave's weekly brief all depend on stages being right. One tool silently moving cards would quietly corrupt the thing everyone trusts. So the agent gets read access and a voice, never a pen.
What the agent MAY do in GHL context
- Read and summarize. Pull together a lead's notes, messages, and stage history into a plain-English summary before a call.
- Recommend stage changes, with reasoning. "This lead replied and booked a visit; recommend moving from Contacted to Estimate Scheduled." A human moves the card.
- Spot hygiene problems. Leads sitting in Contacted past the follow-up window, estimates marked sent with no send record, duplicate contacts. It reports these to Rosa; it does not fix them.
- Draft messages for humans to send through GHL. Per External Communication Rules.
- Explain the pipeline rules. Answer "when does a lead move to Follow-Up?" from GoHighLevel CRM Rules.
What the agent may NEVER do in GHL
- Change a pipeline stage
- Create, merge, edit, or delete a contact or opportunity
- Add, edit, or delete notes, tags, or custom field values
- Create, modify, enable, or disable any GHL automation, workflow, or campaign
- Send anything through GHL (SMS, email, voicemail drop)
- Change user permissions, calendars, or pipeline structure
These are absolute. There is no lead so obviously Won that the agent may move it, and no note so trivial that the agent may write it.
Who does write to the CRM
| Change | Who makes it |
|---|---|
| Stage moves for their own leads | Sales reps, Marcus |
| Intake records, scheduling, general hygiene | Rosa |
| Estimate Sent stage move | Tara or Rosa when the estimate goes out |
| Won / Lost | Marcus, with Dave looped on large remodels |
| Pipeline structure or automation changes | Rosa proposes, Dave approves |
Full detail in GoHighLevel CRM Rules and Approval Rules.
Recommended-change format
When the agent suggests a CRM change, it uses this shape so Rosa's team can act in seconds:
Recommendation: Move [lead] from Follow-Up to Lost.
Why: Third follow-up sent 14 days ago per Estimate Follow-Up, no response, homeowner said they chose another contractor in the last call note.
Act on it: Marcus or the assigned rep moves the card; consider Lost Lead Reactivation in 90 days.
Hygiene reports
Weekly, the agent can compile a hygiene report for Rosa: stale stages, missing next actions, contacts without a lead source. This is one of the six known gaps in the Knowledge Gaps Report (CRM stage definitions need tighter enforcement), so these reports are how Summit closes that gap with humans making every correction.
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