What AdaptClose writes
These settings are on the Push tab of the HighLevel settings page. They're the only ways AdaptClose changes anything in HighLevel.
A few rules hold for every one of them:
- Linked contacts only. AdaptClose writes to a contact only when an AdaptClose customer is linked to it. Creating a contact for a new customer is the one exception, and it links the customer right after.
- Nothing before you confirm. Writes start after the owner clicks Turn on HighLevel sync.
- Retried when HighLevel is busy. If HighLevel is slow, rate-limited or down, AdaptClose waits and tries again, backing off up to an hour between tries.
- Failures show on the customer. If HighLevel refuses a write for good, for example because the contact was deleted, the customer's page says Last push failed. Unlink the customer and link the right contact.
New customers
When a matched member adds a brand-new customer, create a HighLevel... Choose Contact (the default) or Nothing.
Contact: when a member linked to a HighLevel user adds a customer in AdaptClose that isn't linked to HighLevel, AdaptClose creates a contact with:
| Contact field | Value |
|---|---|
| First name | The customer's first name |
| Last name | The rest of the customer's name |
| The customer's email, if AdaptClose has one | |
| Assigned to | The member's HighLevel user |
| Source | AdaptClose, so you can filter on it or start a workflow |
No other fields are set. The new contact is linked to the customer, so later notes and updates go to it.
AdaptClose doesn't create a contact:
- for a customer someone picked from HighLevel. That customer is linked to the contact they picked.
- when the customer's rep isn't linked to a HighLevel user.
Nothing: AdaptClose never creates contacts. New customers stay unlinked until someone links them.
After a call is graded
Post results to the linked HighLevel person. Two settings, Call summary and Top coaching tip. Each one is Note (the default), Task or Don't send.
They run once per graded call on a linked customer. If a call is graded again, nothing is posted twice.
What's posted
Call summary. Titled AdaptClose: call summary. It lists what AdaptClose took from the call, each on its own line when the call covered it: Need, Offer, Friction and Outcome. It ends with a link to the graded call in AdaptClose.
Top coaching tip. Titled AdaptClose coaching: followed by the tip, such as AdaptClose coaching: Anchor the price before the options. The body explains the tip and links to the graded call. When a call has no tip, it's titled AdaptClose: call graded and only has the link.
The link opens the call in AdaptClose. Only people with an AdaptClose account who can see that call can open it.
Note or task
- Note: posted on the contact's notes, title first. It's written as the rep's HighLevel user, or as the user who connected HighLevel when the rep isn't linked.
- Task: added to the contact as a task that's already completed, due the moment it's posted, and assigned to the same user. It records what happened without adding an open to-do.
- Don't send: nothing is posted.
Anyone who can see the contact in HighLevel can read these. If coaching shouldn't be visible there, set Top coaching tip to Don't send.
Deal updates
When a rep records an outcome on a linked contact, update that contact's open HighLevel opportunity.
Which outcome
AdaptClose uses the customer's latest outcome: the outcome on their most recent call that has one. A call recorded without an outcome doesn't change it. The outcomes are Closed, Partially closed, Follow-up, No sale and Other.
Updates run when the latest outcome or the deal amount changes. If they change several times in a row, HighLevel gets the final state.
Which opportunity
The contact's open opportunity that was updated most recently. If you pick a pipeline, only opportunities in that pipeline count.
When the contact has no open opportunity, nothing changes, unless Reopen a closed opportunity is on. AdaptClose never creates an opportunity, and never changes a contact's other opportunities.
AdaptClose doesn't read opportunity changes made in HighLevel. If someone moves a stage by hand, the next outcome change in AdaptClose can move it again.
Pipeline
Any pipeline (the default) or one of your pipelines.
- Any pipeline: AdaptClose can mark opportunities won or lost and set their value, in any pipeline. It never changes a stage.
- A pipeline: AdaptClose only touches opportunities in that pipeline. Opportunities in other pipelines are left alone. Stage updates and per-stage notes need a pipeline.
Mark the opportunity won or lost
On by default. Sets the opportunity's status from the latest outcome:
| Outcome | Status |
|---|---|
| Closed | Won |
| Partially closed | Won |
| No sale | Lost |
| Follow-up | Open |
| Other | Open |
Update the opportunity stage
Off by default. Needs a pipeline. Pick a stage for each outcome, or Don't update.
When the latest outcome maps to a stage, AdaptClose moves the opportunity to it. An outcome set to Don't update leaves the stage where it is. AdaptClose never clears a stage.
Update the opportunity amount from the deal amount
Off by default. Sets the opportunity's value to the customer's deal amount in AdaptClose, the amount a rep or manager enters with an outcome. The amount comes from the most recent call that has one. For Partially closed, it comes from the same call as the outcome.
If the customer no longer has a deal amount in AdaptClose, the value is set to 0.
Reopen a closed opportunity when the outcome changes
Off by default. Shown when any deal update is on.
- Off: a won or lost opportunity is never changed.
- On: when the contact has no open opportunity, AdaptClose updates the one that was updated most recently, won or lost. With Mark the opportunity won or lost on, a Follow-up or Other outcome sets it back to open.
Stage notes
Post a stage note after each call. Off by default.
On: after each graded call on a linked contact, AdaptClose answers your own questions about the call and posts the answers as a note on the contact.
- Which questions. Each stage of your pipeline can have its own. AdaptClose uses the questions for the stage the call's outcome maps to in the stage map above. Every other call uses Any other stage. Without a pipeline, every call uses Any other stage.
- Up to 12 questions per stage, up to 300 characters each, one per line. If you have no questions yet, turning stage notes on fills Any other stage with three starters: "What happened on the call?", "What's the next step, and when?" and "Who owns the next step?"
- Answers come only from what was said. AdaptClose reads the call's transcript to answer. A question the call didn't cover is answered
Not covered on the call. - The note is titled
AdaptClose stage note:and the stage name. It has the call date, each question with its answer, the outcome, the deal amount, the rep's name, and a link to the call. It's written as the rep's HighLevel user, like the call summary. - One note per call, even if the call is graded again.
Turning stage notes on sets Call summary to Don't send, so a call doesn't post two notes. You can turn the summary back on.
The stage map shows when stage notes are on, even with Update the opportunity stage off. The map then only picks the questions. The stage itself doesn't change.
Contact tags and fields
After a call is graded, update the linked contact so your HighLevel workflows can start on it. Two settings, both off by default.
Tag the contact
Adds adaptclose:graded, plus the tag for the customer's latest outcome:
| Outcome | Tag |
|---|---|
| Closed | adaptclose:outcome-closed |
| Partially closed | adaptclose:outcome-partial |
| Follow-up | adaptclose:outcome-followup |
| No sale | adaptclose:outcome-nosale |
| Other | adaptclose:outcome-other |
It also removes the other four outcome tags, so a contact carries one at a time. Every other tag stays as it is, including tags your workflows add. A customer with no outcome yet only gets adaptclose:graded, and any outcome tag already on the contact stays.
For example, a workflow with a Contact Tag trigger on adaptclose:outcome-nosale can start a nurture sequence for every no-sale visit.
Fill AdaptClose fields on the contact
When you save with this on, AdaptClose adds four custom contact fields to the sub-account, unless fields with these names already exist:
| Field | Type | Value after each graded call |
|---|---|---|
| AdaptClose Score | Number | The call's score, rounded to a whole number |
| AdaptClose Outcome | Text | The customer's latest outcome, such as No sale |
| AdaptClose Last Call | Date | The day of the call, in the rep's time zone |
| AdaptClose Recording | Text | A link to the graded call in AdaptClose |
The values always describe the customer's most recent graded call, even when an older call finishes grading later. A customer with no outcome yet keeps whatever AdaptClose Outcome already holds. No other field on the contact changes.
Before each write, AdaptClose looks the four fields up by name. If one was deleted in HighLevel, it's created again. If one was renamed, AdaptClose creates a new field with the original name, so keep the names as they are. Turning this off stops the writes. The fields and their values stay in HighLevel.