Inbound Setter Operations

What This Workflow Does

The Inbound Setter Agent is the text-based twin of the phone workflow.

It handles lead conversations two ways:

• Through GHL — channels connected through GoHighLevel, such as SMS, email, Instagram, and Facebook Messenger.
• Native lead sources — a per-agent webhook that any outside form or tool can post a lead to directly, and website forms that are routed straight to the setter. These leads reply through the setter's own Twilio number (Native SMS) or its own mailbox (Native Email), not through GHL.

Native Lead Sources

Open a setter agent's Sources tab to manage these:

• Custom webhook — a rotatable URL you can enable, disable, and rotate. Rotating it immediately breaks any integration still using the old URL, so update the sending system first. See the Inbound Setter Webhook reference for the request format.
• Reply method — choose Native SMS, Native Email, or Auto (SMS first, then Email) for how the setter replies to webhook leads. A method only shows as ready once its number or mailbox is set up on the Config tab.
• Route website forms to setter — on a client's website page, any form card can be switched to hand its submissions straight to the setter instead of, or in addition to, its normal delivery.

Quality Check And Manual Override

Replies now go through an automatic quality check before sending. In the conversation view, a reply can be flagged:

• quality blocked — held back from sending; use Edit and send to rewrite it yourself before it goes out.
• auto-repaired — the system fixed a problem and sent it, but you can still edit and resend if it still looks wrong.

What The Operator Owns

At the agency level, your job is to make sure the setter:

• uses the right channel
• follows the right goal
• captures the right information
• books or hands off correctly
• does not follow up in the wrong way

Before You Enable It

Confirm these first:

• GHL connection is healthy
• the right channel is enabled
• the system prompt matches the use case
• booking and pipeline stages are set
• follow-up timing makes sense
• handoff rules are clear

Best Launch Workflow

1. choose the use case
2. configure the channel path
3. test the first-message and reply flow
4. confirm booking or handoff behavior
5. then enable the workflow

What To Watch Closely

• messages that sound robotic or off-brand
• missed lead capture fields
• follow-ups that arrive at the wrong time
• conversations that should have handed off sooner
• quiet leads that never get the next step

Healthy Workflow Signs

• leads get a fast, relevant reply
• the right data gets captured
• bookings happen cleanly when the lead is ready
• human handoff happens when needed