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Getting Started w/ GHL Customer Care

Getting Started - Setup Email, Phone, and SMS

Set up Email, Phone, and SMS in GHL Customer Care to manage all communication in one place. Authenticate email, configure calling, and send 1:1 or bulk SMS.

5 min read1,083 words15 explained imagesUpdated Mon, 23 Mar at 5:12 AM
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On this page
  1. Steps
  2. Setup Phone
  3. Steps
  4. Forward Phone Calls
  5. Steps
  6. Contact a Contact
  7. Steps
  8. Contact Bulk Contacts
  9. Steps
  10. What is Bulk SMS
  11. Key Benefits of Sending Bulk SMS
  12. How to Send Bulk SMS via Contacts
  13. Frequently Asked Questions
  14. Learn More

This guide walks you through setting up Email, Phone, and SMS inside GHL Customer Care, so you can manage all communications from one platform. By completing these configurations, you’ll be able to send authenticated emails, make and forward calls, and send both individual and bulk SMS messages — including personalized, large-scale SMS campaigns directly from your Contacts tab.

TABLE OF CONTENTS

Setup Email

Setting up a dedicated email domain ensures better inbox placement, higher deliverability, and a stronger sender reputation.

Steps

  1. Navigate to Settings → Email Services.

    Step 1 of 8: Navigate to Settings → Email Services What this shows Step 1 of 8: Navigate to Settings → Email Services. What this shows Shows where to go for step 1 of 8 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 1 of 8 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you navigate to Settings → Email Services. For context, this section explains: Navigate to Settings → Email Services. Click Dedicated Domain and IP. Click Add Domain. Enter your subdomain (for example, lc.mydomain.com) and click Add & Verify. Follow the on-screen DNS record instructions from your registrar. Click Verify Records once the updates are complete. Click the 3-dot…. The next step is to click Dedicated Domain and IP. Step 1 of 8Image 1 of 15 Where to goNavigate to Settings → Email Services.
    Buttons and menus referenced Settings → Email ServicesDedicated Domain and IPAdd DomainAdd & VerifyVerify Records3-dot menu → Set HeadersFrom NameFrom EmailSave
    Next stepClick Dedicated Domain and IP.
    All 8 steps in this procedure
    1. Navigate to Settings → Email Services. this image
    2. Click Dedicated Domain and IP.
    3. Click Add Domain.
    4. Enter your subdomain (for example, lc.mydomain.com) and click Add & Verify.
    5. Follow the on-screen DNS record instructions from your registrar.
    6. Click Verify Records once the updates are complete.
    7. Click the 3-dot menu → Set Headers.
    8. Enter your From Name and From Email, then click Save.

  2. Click Dedicated Domain and IP.

  3. Click Add Domain.

    Step 3 of 8: Click Add Domain What this shows Step 3 of 8: Click Add Domain. What this shows Shows what to click for step 3 of 8 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 3 of 8 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you click Add Domain. For context, this section explains: Navigate to Settings → Email Services. Click Dedicated Domain and IP. Click Add Domain. Enter your subdomain (for example, lc.mydomain.com) and click Add & Verify. Follow the on-screen DNS record instructions from your registrar. Click Verify Records once the updates are complete. Click the 3-dot…. The next step is to enter your subdomain (for example, lc.mydomain.com) and click Add & Verify. Step 3 of 8Image 2 of 15 What to clickClick Add Domain.
    Buttons and menus referenced Add DomainSettings → Email ServicesDedicated Domain and IPAdd & VerifyVerify Records3-dot menu → Set HeadersFrom NameFrom EmailSave
    Next stepEnter your subdomain (for example, lc.mydomain.com) and click Add & Verify.
    All 8 steps in this procedure
    1. Navigate to Settings → Email Services.
    2. Click Dedicated Domain and IP.
    3. Click Add Domain. this image
    4. Enter your subdomain (for example, lc.mydomain.com) and click Add & Verify.
    5. Follow the on-screen DNS record instructions from your registrar.
    6. Click Verify Records once the updates are complete.
    7. Click the 3-dot menu → Set Headers.
    8. Enter your From Name and From Email, then click Save.

  4. Enter your subdomain (for example, lc.mydomain.com) and click Add & Verify.

  5. Follow the on-screen DNS record instructions from your registrar.

  6. Click Verify Records once the updates are complete.

  7. Click the 3-dot menu → Set Headers.

    Step 7 of 8: Click the 3-dot menu → Set Headers What this shows Step 7 of 8: Click the 3-dot menu → Set Headers. What this shows Shows what to click for step 7 of 8 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 7 of 8 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you click the 3-dot menu → Set Headers. For context, this section explains: Navigate to Settings → Email Services. Click Dedicated Domain and IP. Click Add Domain. Enter your subdomain (for example, lc.mydomain.com) and click Add & Verify. Follow the on-screen DNS record instructions from your registrar. Click Verify Records once the updates are complete. Click the 3-dot…. The next step is to enter your From Name and From Email, then click Save. Step 7 of 8Image 3 of 15 What to clickClick the 3-dot menu → Set Headers.
    Buttons and menus referenced 3-dot menu → Set HeadersSettings → Email ServicesDedicated Domain and IPAdd DomainAdd & VerifyVerify RecordsFrom NameFrom EmailSave
    Next stepEnter your From Name and From Email, then click Save.
    All 8 steps in this procedure
    1. Navigate to Settings → Email Services.
    2. Click Dedicated Domain and IP.
    3. Click Add Domain.
    4. Enter your subdomain (for example, lc.mydomain.com) and click Add & Verify.
    5. Follow the on-screen DNS record instructions from your registrar.
    6. Click Verify Records once the updates are complete.
    7. Click the 3-dot menu → Set Headers. this image
    8. Enter your From Name and From Email, then click Save.

  8. Enter your From Name and From Email, then click Save.

Your email setup is now complete and ready for verified sending.

Setup Phone

Adding a phone number allows you to make and receive calls directly from within GHL Customer Care.

Steps

  1. Go to Settings → Phone System andClick Add Number → Add Phone Number.

    Step 1 of 4: Go to Settings → Phone System and Click Add Number → Add Phone Number What this shows Step 1 of 4: Go to Settings → Phone System and Click Add Number → Add Phone Number. What this shows Shows where to go for step 1 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 1 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you go to Settings → Phone System and Click Add Number → Add Phone Number. The next step is to filter numbers by Country or Area Code. Step 1 of 4Image 4 of 15 Where to goGo to Settings → Phone System and Click Add Number → Add Phone Number.
    Buttons and menus referenced Settings → Phone SystemAdd Number → Add Phone NumberCountryArea CodeProceed to BuyManage Numbers
    Next stepFilter numbers by Country or Area Code.
    All 4 steps in this procedure
    1. Go to Settings → Phone System and Click Add Number → Add Phone Number. this image
    2. Filter numbers by Country or Area Code.
    3. Choose your preferred number.
    4. Click Proceed to Buy.

  2. Filter numbers by Country or Area Code.

  3. Choose your preferred number.

  4. Click Proceed to Buy.

Your number will appear under Manage Numbers once added.

Forward Phone Calls

Forwarding ensures incoming calls are automatically redirected to a number of your choice.

Steps

  1. Navigate to Settings → Phone Numbers.

  2. Click the 3-dot menu → Edit Configuration.

    Step 2 of 4: Click the 3-dot menu → Edit Configuration What this shows Step 2 of 4: Click the 3-dot menu → Edit Configuration. What this shows Shows what to click for step 2 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 2 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you click the 3-dot menu → Edit Configuration. The next step is to enter the number where calls should be forwarded. Step 2 of 4Image 5 of 15 What to clickClick the 3-dot menu → Edit Configuration.
    Buttons and menus referenced 3-dot menu → Edit ConfigurationSettings → Phone NumbersSave
    Next stepEnter the number where calls should be forwarded.
    All 4 steps in this procedure
    1. Navigate to Settings → Phone Numbers.
    2. Click the 3-dot menu → Edit Configuration. this image
    3. Enter the number where calls should be forwarded.
    4. Click Save.

  3. Enter the number where calls should be forwarded.

    Step 3 of 4: Enter the number where calls should be forwarded What this shows Step 3 of 4: Enter the number where calls should be forwarded. What this shows Shows what to fill in for step 3 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 3 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you enter the number where calls should be forwarded. The next step is to click Save. Step 3 of 4Image 6 of 15 What to fill inEnter the number where calls should be forwarded.
    Buttons and menus referenced Settings → Phone Numbers3-dot menu → Edit ConfigurationSave
    Next stepClick Save.
    All 4 steps in this procedure
    1. Navigate to Settings → Phone Numbers.
    2. Click the 3-dot menu → Edit Configuration.
    3. Enter the number where calls should be forwarded. this image
    4. Click Save.

  4. Click Save.

Your call forwarding setup is now active.

Contact a Contact

Easily reach individual contacts from their profile using SMS, Email, or Phone.

Steps

  1. Navigate to Contacts.

  2. Select the contact you wish to reach.

  3. Use the message composer tabs to select SMS, Email, or Phone.

    Screenshot: Contact record view showing SMS, WhatsApp, and Email tabs.

    Step 3 of 3: Use the message composer tabs to select SMS, Email, or Phone… What this shows Step 3 of 3: Use the message composer tabs to select SMS, Email, or Phone. What this shows Shows what to choose for step 3 of 3 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 3 of 3 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you use the message composer tabs to select SMS, Email, or Phone. Screenshot: Contact record view showing SMS, WhatsApp, and Email tabs. Step 3 of 3Image 7 of 15 What to chooseUse the message composer tabs to select SMS, Email, or Phone. Screenshot: Contact record view showing SMS, WhatsApp, and Email tabs.
    Buttons and menus referenced SMSEmailPhoneWhatsAppContacts
    All 3 steps in this procedure
    1. Navigate to Contacts.
    2. Select the contact you wish to reach.
    3. Use the message composer tabs to select SMS, Email, or Phone. Screenshot: Contact record view showing SMS, WhatsApp, and Email tabs. this image

Contact Bulk Contacts

Send communications to multiple contacts simultaneously or apply bulk actions such as sending a message or performing list updates.

Steps

  1. Go to Contacts → Smart Lists.

  2. Apply filters to target your audience.

    Screenshot: Filters panel showing filter options such as Business Name, Company Name, and Tag.

    Step 2 of 4: Apply filters to target your audience. Screenshot: Filters panel… What this shows Step 2 of 4: Apply filters to target your audience. What this shows Shows what this covers for step 2 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 2 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you apply filters to target your audience. Screenshot: Filters panel showing filter options such as Business Name, Company Name, and Tag. The next step is to select contacts using the checkboxes on the left. Step 2 of 4Image 8 of 15 What this coversApply filters to target your audience. Screenshot: Filters panel showing filter options such as Business Name, Company Name, and Tag.
    Buttons and menus referenced Contacts → Smart ListsEmailSMSBulk SMSContacts
    Next stepSelect contacts using the checkboxes on the left.
    All 4 steps in this procedure
    1. Go to Contacts → Smart Lists.
    2. Apply filters to target your audience. Screenshot: Filters panel showing filter options such as Business Name, Company Name, and Tag. this image
    3. Select contacts using the checkboxes on the left.
    4. Use the toolbar at the top to perform bulk actions like sending an Email or SMS. Screenshot: Bulk Actions toolbar displayed above the contacts list.

  3. Select contacts using the checkboxes on the left.

  4. Use the toolbar at the top to perform bulk actions like sending an Email or SMS.

    Screenshot: Bulk Actions toolbar displayed above the contacts list.

    Step 4 of 4: Use the toolbar at the top to perform bulk actions like sending an… What this shows Step 4 of 4: Use the toolbar at the top to perform bulk actions like sending an Email or SMS. What this shows Shows what this covers for step 4 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot accompanies step 4 of 4 in the "Steps" section of "Getting Started - Setup Email, Phone, and SMS". At this point in the walkthrough you use the toolbar at the top to perform bulk actions like sending an Email or SMS. Screenshot: Bulk Actions toolbar displayed above the contacts list. Step 4 of 4Image 9 of 15 What this coversUse the toolbar at the top to perform bulk actions like sending an Email or SMS. Screenshot: Bulk Actions toolbar displayed above the contacts list.
    Buttons and menus referenced EmailSMSContacts → Smart ListsBulk SMSContacts
    All 4 steps in this procedure
    1. Go to Contacts → Smart Lists.
    2. Apply filters to target your audience. Screenshot: Filters panel showing filter options such as Business Name, Company Name, and Tag.
    3. Select contacts using the checkboxes on the left.
    4. Use the toolbar at the top to perform bulk actions like sending an Email or SMS. Screenshot: Bulk Actions toolbar displayed above the contacts list. this image

The Bulk SMS feature allows you to send personalized text messages to multiple contacts in just a few clicks. From promotions to reminders, you can compose, schedule, and track SMS campaigns at scale—all within the Contacts tab.

What is Bulk SMS

Bulk SMS lets you send one SMS message to multiple contacts simultaneously. It’s ideal for marketing campaigns, service notifications, or time-sensitive updates. This feature ensures consistent communication with your audience without needing to message each contact individually.

Key Benefits of Sending Bulk SMS

Using Bulk SMS helps streamline communication while maintaining personalization and delivery control.

  • Save time: Message hundreds or thousands of contacts with one action.

  • Consistent communication: Ensure all recipients receive the same information.

  • Personalized content: Use custom fields and templates for tailored messages.

  • Flexible delivery options: Choose to send instantly, schedule for later, or drip messages in batches.

  • Track results: Monitor delivery and performance through the Bulk Actions dashboard.

How to Send Bulk SMS via Contacts

Follow these steps to create and send an SMS campaign directly from your Contacts tab.

Step 1: Select Contacts

Go to Contacts and use the checkboxes on the left to select the recipients for your message.


Step 1: Select Contacts (image 10 of 15) What this shows Go to Contacts and use the checkboxes on the left to select the recipients for your message. What this shows Illustrates the "Step 1: Select Contacts" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot appears in the "Step 1: Select Contacts" section of "Getting Started - Setup Email, Phone, and SMS". The text alongside this image reads: Go to Contacts and use the checkboxes on the left to select the recipients for your message. Immediately after, the guide continues: Click the SMS icon in the top menu bar to open the Bulk SMS setup window. Image 10 of 15 Where to goGo to Contacts and use the checkboxes on the left to select the recipients for your message.
Buttons and menus referenced Contacts
Next stepClick the SMS icon in the top menu bar to open the Bulk SMS setup window.

Step 2: Open the Bulk SMS Window 

Click the SMS icon in the top menu bar to open the Bulk SMS setup window.

Step 2: Open the Bulk SMS Window (image 11 of 15) What this shows Click the SMS icon in the top menu bar to open the Bulk SMS setup window. What this shows Illustrates the "Step 2: Open the Bulk SMS Window" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot appears in the "Step 2: Open the Bulk SMS Window" section of "Getting Started - Setup Email, Phone, and SMS". The text alongside this image reads: Click the SMS icon in the top menu bar to open the Bulk SMS setup window. Immediately after, the guide continues: Select the Sending Phone Number. Image 11 of 15 What to clickClick the SMS icon in the top menu bar to open the Bulk SMS setup window.
Buttons and menus referenced SMS iconFrom Phone Number
Next stepSelect the Sending Phone Number
Step 3:Select the Sending Phone Number

From the From Phone Number dropdown, choose the number to send from.

If left blank, the system uses the last number used per contact or the account default.

Step 4: Compose or Select a Message Template

Type your custom message or select a saved template from SMS Templates.

You can personalize messages using custom fields and add emojis or attachments if needed.

Step 4: Compose or Select a Message Template (image 12 of 15) What this shows You can personalize messages using custom fields and add emojis or attachments if needed. What this shows Illustrates the "Step 4: Compose or Select a Message Template" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot appears in the "Step 4: Compose or Select a Message Template" section of "Getting Started - Setup Email, Phone, and SMS". The text alongside this image reads: You can personalize messages using custom fields and add emojis or attachments if needed. Immediately after, the guide continues: Immediately sends your message to all selected contacts. Image 12 of 15 What this coversYou can personalize messages using custom fields and add emojis or attachments if needed.
Buttons and menus referenced SMS Templates
Next stepImmediately sends your message to all selected contacts.
Step 5: Choose a Delivery Method

Send All at Once

Immediately sends your message to all selected contacts.

Send at Scheduled Time

Set a specific date and time for delivery.

Send in Drip Mode

Sends messages in smaller batches for improved pacing and deliverability.

Drip Mode fields:

  • Pick a Start Date & Time: When sending begins.

  • Number of Messages per Batch: Number of contacts per send batch.

  • Repeat After: Time delay between each batch (in minutes, hours, or days).

  • Send On: Select specific weekdays for sending.

  • Time Window: Define allowed sending hours based on account timezone.

  • End At: The latest time messages can be sent each day; messages outside this window resume the next day.

Send in Drip Mode (image 13 of 15) What this shows Pick a Start Date & Time: When sending begins. What this shows Illustrates the "Send in Drip Mode" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot appears in the "Send in Drip Mode" section of "Getting Started - Setup Email, Phone, and SMS". The text alongside this image reads: Pick a Start Date & Time: When sending begins. Number of Messages per Batch: Number of contacts per send batch. Repeat After: Time delay between each batch (in minutes, hours, or days). Send On: Select specific weekdays for sending. Time Window: Define allowed sending hours based on account…. Immediately after, the guide continues: Click Send SMS to submit your campaign. The action will be queued and processed automatically. Image 13 of 15 What to choosePick a Start Date & Time: When sending begins. Number of Messages per Batch: Number of contacts per send batch. Repeat After: Time delay between each batch (in minutes, hours, or days). Send On: Select specific weekdays for sending. Time Window: Define allowed sending hours based on account timezone. End At: The latest time messages can be sent each day; messages outside this window resume the next day. Next stepClick Send SMS to submit your campaign. The action will be queued and processed automatically.
All 6 steps in this procedure
  1. Pick a Start Date & Time: When sending begins.
  2. Number of Messages per Batch: Number of contacts per send batch.
  3. Repeat After: Time delay between each batch (in minutes, hours, or days).
  4. Send On: Select specific weekdays for sending.
  5. Time Window: Define allowed sending hours based on account timezone.
  6. End At: The latest time messages can be sent each day; messages outside this window resume the next day.

Step 6. Send the SMS

Click Send SMS to submit your campaign. The action will be queued and processed automatically.

Step 6. Send the SMS (image 14 of 15) What this shows Click Send SMS to submit your campaign. What this shows Illustrates the "Step 6. Send the SMS" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot appears in the "Step 6. Send the SMS" section of "Getting Started - Setup Email, Phone, and SMS". The text alongside this image reads: Click Send SMS to submit your campaign. The action will be queued and processed automatically. Immediately after, the guide continues: Go to Contacts → Bulk Actions to view campaign status and performance metrics such as sent, delivered, failed, or skipped messages. Image 14 of 15 How to confirmClick Send SMS to submit your campaign. The action will be queued and processed automatically.
Buttons and menus referenced Send SMS
Next stepGo to Contacts → Bulk Actions to view campaign status and performance metrics such as sent, delivered, failed, or skipped messages.

Step 7: Track Results in Bulk Actions

Go to Contacts → Bulk Actions to view campaign status and performance metrics such as sent, delivered, failed, or skipped messages.

Click Show Stats for detailed delivery reports, including carrier responses and failure reasons.

Step 7: Track Results in Bulk Actions (image 15 of 15) What this shows Click Show Stats for detailed delivery reports, including carrier responses and failure reasons. What this shows Illustrates the "Step 7: Track Results in Bulk Actions" section of "Getting Started - Setup Email, Phone, and SMS". This screenshot appears in the "Step 7: Track Results in Bulk Actions" section of "Getting Started - Setup Email, Phone, and SMS". The text alongside this image reads: Click Show Stats for detailed delivery reports, including carrier responses and failure reasons. Immediately after, the guide continues: Q: What happens if I don’t select a “From” phone number? Image 15 of 15 What to clickClick Show Stats for detailed delivery reports, including carrier responses and failure reasons.
Buttons and menus referenced Contacts → Bulk ActionsShow Stats
Next stepQ: What happens if I don’t select a “From” phone number?

Frequently Asked Questions

Q: What happens if I don’t select a “From” phone number?

The system uses the last number used for that contact or defaults to the account’s primary number.

Q: Can I cancel a scheduled bulk SMS?

Sent messages cannot be canceled. Contact Support immediately for help with scheduled or drip sends.

Q: How does Drip Mode handle time zones?

Drip Mode uses your account’s local time zone.

Q: Will unsubscribed contacts receive messages?

No. GHL Customer Care automatically excludes unsubscribed or DND contacts to maintain compliance.

Q: Can I track failed messages?

Yes. Go to Bulk Actions → Show Stats for detailed error reports.

Q: Can I use the same number for calls and SMS?

Yes, as long as the number is enabled for both.

Q: Why verify my email domain?

A verified domain ensures better inbox placement and prevents spam issues.

Q: How can I increase messaging limits?

Contact Support to request an increase after demonstrating consistent, compliant sending activity.

Learn More

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