This article explains how the support team should handle customer messages that come in via Slack/ClickUp, including response times, when and how to involve a Marketing Manager, and how to utilize the escalation channel.
The core principle: Always read and reply before escalating. After escalating, continue to troubleshoot the issue and find a solution for the client.
Acknowledge the message immediately after reading (target within a few minutes).
Respond within 5 minutes or less, and work on the issue the client is facing.
If the question is not a matter you can handle, loop in the Marketing Manager of the account and inform the client you’re doing so, after you’ve sent the thread, link, or message into the #client-escalation channel.
Read first
Open the full thread, read carefully, and check for prior context.
Acknowledge quickly
If you can answer right away, do it. If you need a few minutes, post a quick acknowledgment and set time expectations to solve the issue.
Answer within 15 minutes or less
Provide the solution, steps, or a clear path forward. If you need more than 15 minutes due to complexity, share what you’ve found so far and let them know you’re working on a solution.
If it’s something you can’t handle
Post a summary in the escalation channel to alert the Marketing Manager (include a link to the original thread).
Reply to the client, acknowledging and stating you’re looping in their Marketing Manager by tagging them in the message.
Keep everything in-thread
Reply in the original Slack/ClickUp thread so the client and team have a single source of truth.
Questions about strategy, onboarding goals, growth planning, coaching sessions, or anything outside product/support troubleshooting.
Ambiguous requests that look like they require business guidance rather than technical help.
When client has a request regarding to billing, payments, or cancellations.
Actions to take:
Post in the escalation channel with a concise summary.
Tag the Marketing Manager in the client’s thread.
Use the client escalation channel to:
Alert the Marketing Manager to a non-support inquiry.
Flag blockers or cross-functional needs.
Include:
A one-line summary of the ask.
Link to the client’s Slack/ClickUp thread.
Urgency and what you’ve already told the client.
Did I read the full message and prior context?
Did I ask the client the right information needed?
Did I acknowledge promptly?
Did I exhausted all of my support resources?
Did I reach out to the GHL support channel?
Did I provide a clear answer within 15 minutes?
If not support, did I:
Post a summary in the escalation channel with a link to the inquiry?
Inform the client I’m looping in the Marketing Manager?
Be respectful, concise, empathetic, and actionable.
Use plain language, numbered steps, screenshots, screen video recordings, or jump on a Zoom call if needed, for fixes.
