TELEHEALTH
Scaling a referral-built practice without breaking what worked.
A telehealth wellness practice moving its CRM onto GoHighLevel, with a live pipeline, an automated deal-value script and approved creative it did not want rebuilt.
The problem
What was going wrong
Partly built workflows were not firing, SMS could not send until A2P registration was approved, and online store purchases were not reaching the CRM.
The brief also depended on an integration nobody had defined: two of the three ways a patient could convert relied on the patient platform telling GHL, with no mechanism agreed for how.
What I built
The system, piece by piece
A scoping review before any build
What to build, what must not be touched, and thirteen specific risks, including the undefined integration, healthcare content rules for A2P, SMS consent, the HIPAA agreement, and workflows likely to collide with each other.
Booking and lifecycle flows
Confirmation and reminder flows for consults, plus post-consult and patient lifecycle sequences wired from the practice's existing approved email and SMS creative rather than rewritten.
Store, video call and AI integrations
A webhook router that moves online store purchases into the right pipeline stage, no-show detection for video consults, a Conversation AI assistant, a referral system, and preparation for A2P resubmission.
Reasoning
Why it was built this way
Why some fields are off-limits to workflows
An existing daily script calculates and writes each opportunity's value. Workflows were only allowed to set stage and status, so the two can never overwrite each other.
Why the risk list came before the build
Building conversion flows on an integration that does not exist yet produces workflows that look finished and never fire. Naming the gap first meant the practice could resolve it before paying for work that depended on it.
What changed
The result
Bookings, store purchases and no-shows now move patients through the pipeline automatically, while the practice's existing value script, templates and creative stay exactly as they were.
Described in terms of what the system does. No performance figures are published here, because none have been independently verified.
Next Step
Recognise any of this in your setup?
Every project starts with an audit of what you already have, sent to you in writing before any building starts.