# HighLevel Workflow Audit

No records were created, messages sent, appointments booked, users invited, templates applied, or billing controls changed.

## 1. Create a contact

- Start: Contacts > Smart Lists > Add Contact.
- Required: first name (visible asterisk). Save remains disabled while empty.
- Optional: last name, multiple emails/phones, country, contact type, time zone, DND by all channels or individual email/SMS/call/inbound channels.
- Result/connections: contact record becomes available to conversations, opportunities, tasks, appointments, workflows, companies, tags and reports.
- Friction: communications consent/DND is mixed into identity creation; form customization adds complexity.
- Recommendation: require either name plus one reachable identifier; separate identity, consent, and enrichment sections; show duplicate warnings before save.

## 2. Create an opportunity

- Start: Opportunities > Add opportunity.
- Required: primary contact and opportunity name.
- Optional/defaulted: email, phone, pipeline, stage, status, value, owner, followers, business, source, tags.
- Result: deal card in selected pipeline stage and contact timeline event; dashboard/reports update.
- Friction: contact details and deal details compete in one long modal.
- Recommendation: contact selector first, then compact deal fields with sensible defaults.

## 3. Move an opportunity

- Start: pipeline Kanban. Cards show name, company, source, value and activity counters; columns show deal counts and totals.
- Action: drag between New Lead, Contacted, Qualified, Proposal Sent, Negotiation and Closed. Status views distinguish open/won/lost/abandoned.
- Result: stage changes and metrics/timeline/automation triggers should update.
- Safe-audit limit: drag was not performed because it changes data.
- Recommendation: support drag, keyboard move, explicit “Move to stage,” undo toast, and optional stage-change reason.

## 4. Assign a contact or opportunity

- Contact: record header Owner selector (default Unassigned), plus Followers.
- Opportunity: Owner and Followers fields in creation/edit form.
- Result: assignment affects visibility, work queues, notifications and reporting.
- Recommendation: one assignment model; show workload and notify checkbox; bulk assignment with preview.

## 5. Create a task

- Start: Contacts > Tasks > Add Task, or from a contact.
- Required: title; Save and Save-and-add-another disabled when empty.
- Optional/defaulted: rich description (2,000-character counter), due date/time, recurring toggle, assignee, associated objects.
- Result: task list/dashboard/contact timeline; overdue/upcoming states.
- Recommendation: quick-add title/date/assignee, expand advanced fields on demand.

## 6. Book an appointment

- Start: Calendars > Appointment list > New appointment.
- Account state: no calendar existed, so booking fields could not load beyond the Book/Cancel shell.
- Calendar setup offers first booking calendar, working hours, and Google/Outlook/video connections.
- Safe-audit limit: full validation, notifications and resulting timeline event require a controlled calendar/channel test.
- Recommendation: require event type, contact, owner/resource, start/end/time zone; show conflicts, confirmation channel and notification preview before booking.

## 7. View full contact history

- Start: Contacts > select contact.
- Visible: identity/fields, owner, followers, tags, DND, actions, messages and chronological events including opportunity creation and consent changes.
- Connections: conversations, opportunities, tasks and other contact-bound events.
- Recommendation: unified immutable event stream with filters (communication, sales, task, automation, system) and source links.

## 8. Create a basic automation

- Start: Automation > Workflows > Create workflow.
- Options: describe desired automation to AI, Start from Scratch, Select from Template, Company-based workflow; examples include lead nurturing, forms and email campaigns.
- Expected structure: trigger(s), filters, ordered actions/waits/branches; logs and enrollment history are documented in-product.
- Safe-audit limit: entering the builder can create a draft, so no workflow was created.
- Recommendation: Trigger → Conditions → Actions → Test → Publish; dry-run on a sample contact; versioning and rollback.

## 9. Create/apply reusable configuration

- Start: Agency > Account Snapshots; or Create Sub-Account > Select Snapshot Template.
- Options: blank, categorized templates, My/Imported snapshots; snapshot workspace supports create, refresh, load, share and import with selective assets and backup intent.
- Safe-audit limit: creating/applying changes tenant configuration.
- Recommendation: “Workspace Templates,” semantic versions, asset manifest, dependency validation, diff preview, conflict policy and rollback.

## 10. Create/manage a subaccount

- Start: Agency > Sub-Accounts > Create Sub-Account.
- First observed step: select blank/template snapshot from template, personal or imported collections; search by name.
- Existing-card data: account status, address, phone, date added, last login; switch to subaccount and detail view.
- Safe-audit limit: subsequent required fields and validation would create a tenant.
- Recommendation: template → identity → owner/admin → entitlements → review → create; no charges without explicit billing confirmation.

## 11. Invite user and control permissions

- Start: Client Settings > My Staff > Add User.
- User Info fields: first name, last name, email, phone, extension; Next disabled while required data is absent.
- Tabs: User Info, Roles & Permissions, Call & Voicemail, Availability, Calendar Configuration.
- Permissions: Admin role, assigned-data restriction, module switches and fine-grained view/manage/export/financial actions. Copy Permission is available.
- Safe-audit limit: no invitation sent.
- Recommendation: named role templates, least-privilege defaults, dangerous-permission warnings, access preview, invite expiry and MFA policy.

## 12. Locate SaaS plans and billing

- Agency Settings > Billing: subscriptions, payments, wallet/transactions, notifications, plan/trial, add-ons, reselling product counts and charges.
- Agency > Reselling: core services and marketplace apps.
- Current account is Starter Trial ($97/month); full SaaS configurator was not visible and is likely plan-dependent.
- Recommendation: Plans & Entitlements separate from Platform Billing; clear agency cost, client price, margin, provisioning status and charge confirmation.