Skip to content
crm-for-hvac.co.uk

30 days free trial

Set-up guides

HVAC CRM set-up guides: GoHighLevel for heating and cooling firms

Open a trial to follow along

30 days with the HighLevel Bootcamp through this site · 14 days on the public pricing page

Step-by-step guides for the workflows UK heating, ventilation and air conditioning firms set up first: missed calls, maintenance renewals, quotes, reviews, pre-season campaigns, landlord gas safety reminders and commercial pipelines. Each guide lists the fields to create, the trigger, the steps, how to test it and the mistakes to avoid.

Getting started

The first week: three workflows before anything else

Most failed CRM projects in small trade businesses fail by trying to do everything at once.

Before building anything, write down three numbers from your own records: missed calls last month, service plans due and renewed last year, and quotes sent and won last quarter. They are your baseline. Without them you will never know whether the set-up worked.

  • Day 1: connect or port a number that can send texts, then switch on missed call text back (guide below).[1]
  • Days 2 and 3: create the date fields you need and build one renewal sequence for your main plan type.[2]
  • Days 4 and 5: build one enquiry pipeline with five to seven stages and move your open quotes into it.[3]
  • Leave the rest (reviews, campaigns, commercial pipeline) for weeks two to four.
Start your first week in HighLevel

30 days through this page with the HighLevel Bootcamp; the public pricing page lists 14 days.

Guide 1

Missed call text back for HVAC: set-up, wording and testing

Missed call text back sends an automatic text to a caller whose inbound call was missed, for every missed call. It is the fastest workflow to set up and the one that touches the most customers in winter.[1]

Set-up

  • Make sure the number customers call can send texts in the UK, or that calls are forwarded to one that can.
  • Write the message in the business profile settings where the feature is configured.[1]
  • Add a workflow that creates a callback task for the office when a call is missed.[4]
  • Add a second, later message for callers the office has not reached.

Wording that works in winter

Say who you are, that the call was received and what happens next. Ask for the postcode and whether anyone is without heating or hot water, so the office can prioritise. Avoid promising an exact callback time you cannot keep on the busiest evening of the year.

Testing and pitfalls

  • Ring your own number from a mobile, let it ring out, and time how long the text takes.
  • Check what happens out of hours and at weekends, when missed calls matter most.
  • The feature sends a text for every missed call, including repeated calls from the same person; make sure the wording still reads well the second time.[1]
  • Check the cost per text before winter, when volumes are highest.[5]
Test missed call text back on your number

Ten minutes to switch on, and a real call to test it.

Guide 2

Maintenance reminder automation: a 90-day renewal sequence

Fields to create

  • Plan type (for example: boiler annual, AC biannual, commercial PPM).
  • Last service date and next service due date.[2]
  • Plan renewal date, if different from the service date.
  • Preferred channel and marketing consent (for any upsell messages).[6]

Build the sequence

Use the Custom Date Reminder trigger on the next service due date, with “before number of days” set to 90. Add an email reminder with the booking link. Add wait steps to reach 30 days before (text with booking link), 14 days before (last email) and 7 days before (call task for the office). Add a condition at each step that stops the sequence once an appointment is booked.[2][4]

Testing and pitfalls

  • Set a test contact’s due date to 91 days from now and check the first message fires the next day.
  • After each completed service, update the next due date; otherwise the reminder never runs again.
  • Build one sequence per plan type rather than one sequence with many branches.
  • A reminder for a service the customer has already bought is not marketing; a message that sells an upgrade is.[6]
Build the renewal sequence in HighLevel

Import one plan type with real due dates and preview which reminders would fire.

Guide 3

GoHighLevel alongside or instead of ServiceTitan: deciding for a UK HVAC firm

ServiceTitan is field service software sold on quotation; GoHighLevel is a CRM and communication platform priced per account. The question is rarely “which is better” and usually “which problem do I have”.[7][5]

Choose field service software first if

  • Routing and dispatch across many engineers cost you hours every day.
  • Job sheets, readings and site reports are still on paper.
  • You need operational reporting per engineer and per job.

Choose a CRM first, or add one, if

  • Your losses are missed calls, lapsed plans and unchased quotes.
  • Customer conversations are spread across personal phones and group chats.[8]
  • You want marketing, review requests and renewals without extra tools.[9]

Questions to ask both vendors

  • What is the total monthly cost for our number of users, including set-up, texts and numbers?
  • Which events can pass between the two systems (job completed, quote accepted, new customer)?
  • Who in the UK uses it at our size, and can we speak to them?
  • Where is our customer data stored, and under what transfer arrangement?[10]
Try GoHighLevel next to your job software

Run the CRM rows of your process in HighLevel while your jobs stay where they are.

Guide 4

Google reviews for HVAC firms: asking every customer, within Google’s rules

Google policy, rating manipulation[11]
Not allowed: “Discourage or prohibit negative reviews, or selectively solicit positive reviews from customers”.

Set-up

  • Connect your Google Business Profile and set the review link.
  • Write the request text: thank the customer, name the engineer if you like, give the direct link.
  • Add a workflow on job completion with the Send Review Request action, SMS or email.[9]
  • Add one reminder three days later, then stop.

What not to do

  • Do not ask for a score first and send only high scores to Google. That is review gating.[11]
  • Do not offer discounts, free services or prize draws for reviews.[11]
  • Do not write reviews for customers or ask staff and family to post them.

If a customer tells you something went wrong, a manager should ring them. That is good service. What matters is that every customer gets the same request and the same chance to post publicly.

Set up review requests in HighLevel

One workflow on job completion, sent to every customer.

Guide 5

Winter preparation: the September pre-season campaign

The aim of a pre-season campaign is to move planned servicing into September and October, so that engineer time in November and December is free for breakdowns. The same structure works in April for air conditioning.

Build the audience first

  • Customers with the relevant equipment (gas boiler, heat pump, AC unit).
  • Whose last service is more than ten months ago, or who have no service date recorded.
  • With a valid consent or soft opt-in for marketing, if the message promotes a paid service.[6]
  • Excluding customers already on a plan who will get their own renewal reminder.

The campaign

Week 1: an email asking whether the boiler is ready for winter, with booking slots. Week 2: a short text to those who agreed to texts. Week 3: a last email, with priority for plan customers. Stop for anyone who books or opts out.[4]

During the peak

Once the cold arrives, switch the emphasis to triage: automatic acknowledgement of every call and message, an emergency tag, and a callback list worked in order. Pause promotional messages while the office is overwhelmed.[1]

Schedule your pre-season campaign

Build it once in the trial and set it to run each September.

Guide 6

Landlord gas safety reminders across a property portfolio

Gas Safety (Installation and Use) Regulations 1998, reg. 36(3)(a)[12]
Each appliance and flue must be “checked for safety within 12 months of being installed and at intervals of not more than 12 months”.

Fields to create per property

  • Landlord or agent (linked contact) and tenant access contact.
  • Last check date and next check due date.[12]
  • Date the record was issued to tenants (within 28 days of the check).[12]
  • Appliances covered, if you do not keep them in job software.

The reminder sequence

Trigger on the next check due date, 60 days before: email to the landlord or agent asking to book. At 30 days: a task for your scheduler to book the visit and arrange access. At 14 days: a text if still not booked. After the check: a task to issue the record to tenants within 28 days.[2][12]

Track landlord checks in HighLevel

Import one agent’s portfolio with due dates and check the reminders line up.

Guide 7

Quote follow-up: a four-step sequence over three weeks

Set-up

  • Create the estimate in GoHighLevel or record the value of a quote sent from another system.[13]
  • Move the opportunity to the “quote sent” stage; use that stage change as the trigger.[3]
  • Day 3 text, day 7 email, day 14 call task with the quote value, day 21 final text.
  • Stop the sequence on any reply, acceptance or stage change.

Wording

Short and practical: check the quote arrived, offer to answer questions, and at the end say plainly that the quote remains open and can be adjusted. In the day 7 email, include a real example of similar work only with the customer’s permission; never invent one.

Measure it

Compare the win rate of quotes that went through the sequence with the win rate of your quotes from before. Use your own records; published “close rate” figures are rarely sourced and never about your market.

Set up quote follow-up in HighLevel

Move ten open quotes into the pipeline and let the sequence run for three weeks.

Guide 8

A commercial HVAC pipeline: from first enquiry to signed PPM contract

Stages

  • Enquiry, site survey booked, proposal in preparation, proposal sent, client review, contract sent, signed, onboarding.[3]

Fields

  • Number of sites, equipment count, contract value, visit frequency, service levels.
  • Contract start and renewal dates, for a renewal reminder four months ahead.[2]
  • F gas equipment above the 5 tonne CO2 equivalent threshold, if relevant, so leak-check dates are not missed.[14]

Automation

Tasks rather than automatic emails do most of the work here: survey booked reminder, proposal due date, follow-up calls at agreed intervals. Commercial buyers expect a person, not a sequence. Use automated messages for confirmations and document delivery only.[4]

Build a commercial pipeline in HighLevel

Recreate your last three commercial opportunities in a test pipeline to see if the stages fit.

One guide a week

Nine guides, four weeks: the order that gets something live fastest.

Start exploring GoHighLevel

Work through the first-week guide in the trial, then add one guide a week.

Evidence

Sources

Every external claim on this page is backed here: date read, address to check (as text, not a link), the wording, and what the source does not support.

  1. HighLevel: Where and how to configure the Missed Call Text Back feature

    HighLevel Support · read on 2026-09-21 · help.gohighlevel.com/support/solutions/articles/48001239140-where-and-how-to-configure-the-missed-call-text-back-feature
    “Missed Call Text Back is a feature that automatically sends a text message to a caller when their inbound call is missed.” “Missed Call Text Back triggers an SMS notification for every missed call — even if the same caller tries multiple times within a brief timeframe.”
    Supports: An automatic text to a caller whose inbound call was missed, sent for every missed call. Does not support: The article promises no delivery time, no effect on how many callers stay with you and no UK SMS pricing. It needs a number in the account that can send SMS.

  2. HighLevel: Workflow Trigger, Custom Date Reminder

    HighLevel Support · read on 2026-09-21 · help.gohighlevel.com/support/solutions/articles/155000002674-workflow-trigger-custom-date-remimder
    “The Custom Date Reminder Workflow Trigger starts a workflow before, on, or after a date field you select.” “With this filter, you can configure the workflow to activate a certain number of days before the custom date.”
    Supports: A workflow can start a set number of days before a date stored on a contact, such as a service due date or a certificate expiry. Does not support: The article does not describe HVAC fields; you create them. It says nothing about renewal rates.

  3. HighLevel: Understanding Pipelines

    HighLevel Support · read on 2026-09-20 · help.gohighlevel.com/support/solutions/articles/155000001982-understanding-pipelines
    “Pipelines are visual workflow tools that show the progress of leads, deals, or customers from start to finish.” “A pipeline is made up of stages, with each stage representing a step in your sales or customer journey.”
    Supports: What a pipeline and a stage are in this product. Does not support: Nothing about forecasting accuracy or report depth.

  4. HighLevel: Introduction to Workflows and Automations

    HighLevel Support · read on 2026-09-20 · help.gohighlevel.com/support/solutions/articles/155000002445-introduction-to-workflows-and-automations
    “Workflow automation is the process of using technology to perform repetitive tasks automatically.” “A trigger is an event that sets your workflow into motion.” “An action is the task performed in response to a trigger.”
    Supports: The documented model (a trigger, then actions) and the manufacturer’s own examples: appointment booked, form submitted, reply to a message. Does not support: No complete list of triggers, no statement of what each plan includes, no time saving.

  5. HighLevel: Pricing

    HighLevel · read on 2026-09-21 · gohighlevel.com/pricing
    Starter $97/Month · Unlimited $297/Month · Agency Pro $497/Month · Enterprise: price on request. “Start Your 14 Day Free Trial Today!” Read on 2026-09-20: “On all plans, you get unlimited contacts and unlimited users.”
    Supports: List prices in US dollars per account per month, unlimited contacts and users on every plan, and the publicly listed 14-day trial. Does not support: No usage costs (SMS, calls, email sending), no UK VAT treatment, nothing about suitability for HVAC. A 30-day trial is not on this page: it is a condition of this site’s partner link.

  6. Privacy and Electronic Communications Regulations 2003, regulation 22

    legislation.gov.uk · read on 2026-09-21 · legislation.gov.uk/uksi/2003/2426/regulation/22
    22(2): no unsolicited direct marketing by electronic mail “unless the recipient of the electronic mail has previously notified the sender that he consents for the time being to such communications being sent”. 22(3) allows it where details were obtained in a sale or negotiation, the marketing is for similar products or services, and the recipient was given a simple means to refuse at collection and in every message.
    Supports: Marketing emails and texts to individuals need consent, or the “soft opt-in” for existing customers with an opt-out in every message. “Electronic mail” in PECR includes SMS. Does not support: The regulation does not classify a specific message. Whether a service reminder counts as marketing depends on its content.

  7. ServiceTitan: Pricing

    ServiceTitan · read on 2026-09-21 · servicetitan.com/pricing
    Plans “Starter”, “Essentials” and “The Works”, each with a “Request Pricing” button; no public prices.
    Supports: That ServiceTitan does not publish prices; you request a quote. Does not support: Any monthly figure. Sterling price ranges quoted for ServiceTitan on other sites do not come from ServiceTitan.

  8. HighLevel: Getting Started with the New Conversations Experience

    HighLevel Support · read on 2026-09-21 · help.gohighlevel.com/support/solutions/articles/155000006610-getting-started-with-the-new-conversations-experience
    “Read the full history across Email, SMS, WhatsApp, Facebook/Instagram messages, and Internal Comments.”
    Supports: One conversation history per contact across email, SMS, WhatsApp, Facebook and Instagram messages, with internal comments. Does not support: Each channel needs its own connection and, for WhatsApp, Meta’s approval process. Nothing here about response times.

  9. HighLevel: How to Send Review Requests

    HighLevel Support · read on 2026-09-21 · help.gohighlevel.com/support/solutions/articles/48001222668-how-to-send-review-requests
    “To automate the review request process within a workflow please add the “Send Review Request” action > Select the channel Email/ SMS”. Requests can also be sent individually from Reputation > Requests.
    Supports: Review requests by SMS or email, sent manually or from a workflow action. Does not support: No number of reviews you will receive and no ranking effect. The article does not describe filtering unhappy customers away from Google; doing so would break Google’s policy (see the Google source).

  10. HighLevel: Data Processing Agreement

    HighLevel · read on 2026-09-21 · gohighlevel.com/data-processing-agreement
    “HighLevel will act as a Processor of Customer Personal Data. Customer will act as the Controller of Customer Personal Data.” “HighLevel is certified to the EU-U.S. Data Privacy Framework, the UK Extension to the EU-U.S. Data Privacy Framework, and the Swiss-U.S. Data Privacy Framework.”
    Supports: A data processing agreement with HighLevel as processor and you as controller, and a stated certification under the UK Extension to the Data Privacy Framework. Does not support: It does not replace your own obligations under UK GDPR (lawful basis, privacy notice, retention). Check the certification is current on the day you sign up.

  11. Google Maps: Prohibited and restricted content (user-contributed content policy)

    Google · read on 2026-09-21 · support.google.com/contributionpolicy/answer/7400114
    Rating manipulation: “Discourage or prohibit negative reviews, or selectively solicit positive reviews from customers”. Fake engagement: “Offer incentives – such as payment, discounts, free goods and/or services - in exchange for posting any review or revision or removal of a negative review.”
    Supports: Sending only happy customers to Google (“review gating”) and paying or discounting for reviews both breach Google’s policy. Does not support: The policy does not say how Google ranks businesses. It does not forbid asking every customer for a review.

  12. Gas Safety (Installation and Use) Regulations 1998, regulation 36

    legislation.gov.uk · read on 2026-09-21 · legislation.gov.uk/uksi/1998/2451/regulation/36
    36(3)(a): each appliance and flue must be “checked for safety within 12 months of being installed and at intervals of not more than 12 months”. The record is kept “until there have been two further checks of the appliance or flue”. 36(6)(a): a copy is given “to each existing tenant … within 28 days of the date of the check”.
    Supports: A landlord’s annual gas safety check duty, how long the record (often called CP12) is kept, and the 28-day deadline for giving tenants a copy. Does not support: The duty sits with the landlord, not with your CRM. The regulation does not say how reminders must be sent.

  13. HighLevel: How to Create and Send Estimates

    HighLevel Support · read on 2026-09-21 · help.gohighlevel.com/support/solutions/articles/155000003675-how-to-create-and-send-estimates-using-in-highlevel
    “This addition allows you to create estimates and share them with clients before sending the final invoice.” Statuses: “Draft, Sent, Accepted, Declined, Invoiced”. “Once your client approves the estimate, you can easily convert it into an invoice”.
    Supports: Native estimates with status tracking and conversion of an accepted estimate into an invoice. Does not support: No HVAC price books, parts catalogues or survey templates are described. Accounting integration is not covered by this article.

  14. GOV.UK: Record F gas in equipment you own or service

    GOV.UK · read on 2026-09-21 · gov.uk/guidance/record-f-gas-in-equipment-you-own-or-service
    “You must keep records about the following equipment you operate or service if it contains F gas equivalent to 5 tonnes or more of carbon dioxide”. Records cover the “quantity and type of gas in the equipment when it’s installed, quantity and type of gas added during maintenance, dates and results of all mandatory leak checks”; they are kept for 5 years.
    Supports: Which equipment needs F gas records, what they contain and the 5-year retention period. Does not support: The guidance does not say which software to use. Leak-check intervals depend on the charge and are set out in separate guidance not reproduced here.