Valentina Akpan: Founder of Rellatech, providing administrative and operations support to executives, founders, business owners and teams. Her background combines technical support, customer success, administration and operations.
The Starting Point
SaaS platforms and agencies built on GoHighLevel run their customers' CRM, marketing and phone numbers through it, and their support teams handle everything from setup questions to reporting and compliance. A lot of that work repeats, and some of it touches live accounts, so I check the facts in the system first and test before changing anything.
What I Handle
1. Self-serve help articles
The problem: Support teams answer the same setup questions again and again.
What I do: I turn recurring tickets into plain-language how-to articles, each with an annotated screenshot and a cover image, and load them into the GoHighLevel membership area as drafts through its API, ready for review.
The result: Support can answer a common question with a link instead of a long email.
2. Reporting dashboards showing the wrong data
The problem: Dashboards built from snapshots can end up pulling from the wrong Google Ads or Google Analytics account.
What I do: I trace each report back to its source account, fix the connections, confirm the totals, and check whether the snapshot itself needs correcting.
The result: The reports are accurate, and the cause is fixed once instead of account by account.
3. Handovers for website and marketing vendors
The problem: Web developers and ad agencies need technical details before they can connect their work to GoHighLevel.
What I do: I gather the form embed code, set up a dedicated sending domain with its SPF, DKIM, CNAME and MX records, and package everything into simple handover files.
The result: Vendors get ready-to-use files instead of a long email thread, and the customer's email goes out from a properly set up domain.
4. Testing before changes go live
The problem: A team needs to see an automated email or workflow exactly as end users will, without putting live accounts at risk.
What I do: I recreate the workflow in a sandbox sub-account, send test emails to each stakeholder, and compare the result against the live configuration.
The result: Problems are caught before any end user sees them, with no risk to live data.
5. Stalled phone number ports
The problem: A port into GoHighLevel from another carrier can stall without a clear reason.
What I do: I compare the port request in GoHighLevel with the carrier's ticket, find the missing or mismatched detail, and get it corrected.
The result: The cause is found faster, and the end customer is asked once, with one clear request.
6. A2P registrations that carriers reject
The problem: Carriers reject an A2P 10DLC registration when the business's website does not show texting-consent wording, and the business cannot text its customers until it is approved.
What I do: For each business, I use a small compliance site on a subdomain, with a contact form, a privacy policy and terms that use the exact texting-consent wording carriers check. That address goes on the A2P registration instead of the main website.
The result: The registration shows carriers the wording they look for, which removes the usual reason for a rejection.
7. A written A2P and porting process
The problem: An onboarding team has to register each new customer for texting and, when they keep their number, port it, without missing a step.
What I do: I wrote the process with a checklist, an owner for every step and a visual of a proposed automation. The porting part covers checking the carrier, service address, recent bill, authorized signer and PIN, the port-in request and the Letter of Authorization, keeping the old service until the transfer works, then retesting calls, routing, voicemail and two-way texting with a dated sign-off.
The result: The team knows what to collect, who owns each step and what has to pass before a customer goes live, and I check the evidence before each customer is marked ready.
8. Snapshot changes across every account
The problem: The same error can show up in many customer accounts because it comes from the snapshot they were built from.
What I do: I check several accounts to confirm the error is shared, nine in one case, then make the change in the snapshot once it is approved and push it to every account.
The result: The cause is fixed once, and every account gets the same correction.
9. HIPAA setup after a signed BAA
The problem: Healthcare customers who sign a Business Associate Agreement need their sub-account set up to match.
What I do: I turn on the HIPAA setting, tag the account so the change can be traced, and confirm the related follow-up is handled.
The result: Each account matches its signed agreement, with a clear record of the change.
How I Work
I check the facts in the live system before I reply to anyone, I test in a sandbox before I change anything live, and I hand partners files they can use straight away. When a fix applies to more than one account, I look for the shared cause, such as a snapshot, so it only has to be fixed once.
Tools and Skills Used
GoHighLevel administration, help article writing, reporting and data checks, email domain setup, sandbox testing, A2P registration, number porting, process documentation, HIPAA account setup and clear handovers to outside vendors.
Who This Is For
This case study may be useful to you if you are:
- ●Running a SaaS platform or agency on GoHighLevel and needing steady technical support for your customers' accounts.
- ●Answering the same setup questions every week and wanting them turned into help articles.
- ●Working with healthcare customers who need their accounts set up to match a signed BAA.
- ●Setting up phone numbers and texting for new customers and needing A2P registrations that carriers approve.
Need help with similar work?
Tell me what your GoHighLevel accounts need, who is involved and any dates you are working towards. I handle support, reporting fixes and account setup within the scope we agree. The full scope is on my GoHighLevel support page.
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