GoHighLevel

Notify CSRs When a Conversation Is Assigned

Native GHL workflow automation, no API needed. Assigning a conversation in the inbox sets the contact’s Assigned User field, so that field change is the hook. There is no native "Conversation Assigned" trigger.

Trigger: Contact Changed / Assigned User

Steps

  1. Automations → Workflows → create workflow.

  2. Add New Trigger → Contact Changed.

  3. + Add Filters → Assigned User → Changed.

  4. Save trigger.

  5. Workflow Settings → enable Allow Re-Entry (fires on every reassignment).

Only fires for customer conversations (they have a contact behind them). Internal teammate threads have no contact and will not trigger.
Broad trigger, fires on ANY assigned-user change (manual, round-robin, bulk, API). Filter by pipeline/tag if noisy, and filter out empty (unassign) events or you fire blank notifications.

Slack Notification (DM to assigned CSR)

  1. Settings → Integrations → connect Slack workspace (one-time; adds LeadConnector bot).

  2. Add action → Slack → event Send Direct Message to a User.

  3. Recipient source → Assigned User (not a hardcoded user).

Matching is by email. The CSR’s GHL user email (Settings → My Staff → User Info) must match their Slack account email.

Email Notification

Use Send Internal Notification, NOT Send Email.

Send Email shows only From Name / From Address and always sends to the contact (the customer) — wrong target. Send Internal Notification is the one with the recipient selector (To User Type).

  1. Add action → Send Internal Notification.

  2. Type of Notification → Email.

  3. To User Type → Assigned User.

Leave From Email blank for account default, or use a domain authenticated in GHL for deliverability.

Message Content

Trigger is contact-based, so only contact merge fields populate; message-body / last-message fields render blank. Insert fields via the { } picker.

Slack DM
🔔 New conversation assigned to you

👤 {{contact.name}}
📞 {{contact.phone}}
✉️ {{contact.email}}

Open: <deep link>
Email subject
New conversation assigned: {{contact.name}}
Deep link to the thread
https://app.gohighlevel.com/v2/location/<LOCATION_ID>/contacts/detail/{{contact.id}}

LOCATION_ID is static per sub-account (grab from browser URL). Store as a Custom Value for reuse or hardcode it. Swap the domain if white-labelled. Check the merge-field picker for a native Contact/Conversation URL field first.

Test / Reproduce

  1. Publish the workflow (drafts do not fire).

  2. Conversations inbox → open a real/throwaway thread → set Assigned To → a CSR.

  3. Workflow → Execution Logs → confirm enrollment + both actions ran.

No manual "fire" button. The assignment action is the test.
If a notification shows "sent" but never arrives, check the user’s profile for DND — GHL marks it executed while silently not delivering.