HighLevel terms explained: sub-accounts, snapshots, workflows

Updated 2026-09-19

HighLevel uses its own words for ordinary things: a sub-account is one business's workspace, a snapshot is a copy of a setup, a workflow is an automation, and SaaS mode is reselling the software under your own brand. This page defines the terms an owner meets in the first month of using an account, in plain language, alphabetically. It is not the full product dictionary; it is the short list that stops you guessing.

A to Z

A2P 10DLC registration

The US carrier registration process a business completes before sending SMS from a local number, covering a brand, a campaign and monthly carrier fees. Skip it and your text messages get filtered or blocked; it is a one-time and ongoing cost, not optional for a business that texts customers. See phone and SMS costs for the figures.

Agency account

The top-level account an agency or a multi-location business logs into, which can hold one or many sub-accounts underneath it. An agency account is not itself a business's workspace; it is the container.

Agency Pro

The top published plan, which adds SaaS mode, automated sub-account provisioning and reselling with a markup. The trap: it is priced and built for agencies running client accounts, not for a single business.

Agency Wallet

The prepaid balance that funds usage-based charges, phone, email, AI and premium workflow actions. It is charged to a card on file and tops up automatically when it runs low.

AI Employee

HighLevel's name for its bundled AI features: a chat and voice assistant, content generation, and review responses, sold as separate paid tiers on top of the base plan.

API access

A way for other software to read and write data in an account. Basic API access is included from the Unlimited plan up; Advanced API access requires Agency Pro.

Calendar types

HighLevel offers four calendar types built for different jobs: Round Robin (rotates bookings across a team), Class Booking (one host, many attendees), Collective (combines several people's availability into one shared booking flow), and Service calendars. The trap: picking the wrong type creates booking conflicts a single default calendar would not.

Class Booking calendar

A calendar type for one-to-many events such as a webinar or workshop, with one host and a configurable number of spots per time slot.

Client portal

A branded area where a customer can see their courses, community and account details without leaving your domain. A separate paid add-on branded app exists on top of this for agencies.

Collective calendar

A calendar type that merges several team members' individual availability into one shared booking page, used for group sales calls or panel-style meetings.

Communities

A group space attached to a membership or course, supporting posts, chat and live video sessions. The trap: a community is not automatically a course; the two are built and sold separately.

Contact

A single person's record: their details, tags, custom fields, conversation history and pipeline position. Contacts are unlimited on every published plan.

Custom field

A piece of information you add to a contact or an opportunity beyond the built-in fields, such as a lead source or a renewal date, used to filter lists and trigger workflows.

Custom value

A reusable piece of text, such as an address or a phone number, stored once and inserted into templates, emails and pages so it updates everywhere at once when it changes.

Dedicated sending domain

A subdomain you control for sending email, separate from HighLevel's shared sending pool. It needs its own warm-up period and gives you your own sending reputation.

Domain warm-up

The gradual, staged increase in email sending volume a new domain goes through before it can send at full volume, roughly 2 to 4 weeks by HighLevel's own guidance, as at September 2026. The trap: sending a full list on day one before warm-up finishes.

Funnel

A sequence of pages built for one path, such as a sales page followed by a checkout page. The difference from a website: a funnel is a path toward one outcome; a website is a general, multi-page presence with its own navigation.

Inbound webhook

A trigger that lets an outside tool start a workflow in HighLevel by sending it data, listed as a premium trigger available on every published plan.

LC Email

HighLevel's own branded sending service (LeadConnector Email), billed per 1,000 emails sent from the Agency Wallet. See usage fees for the current rate.

LC Phone

HighLevel's own phone and SMS system (LeadConnector Phone), covering local and toll-free numbers, calls and text messages, billed per use.

Location

A term used inside the product interchangeably with sub-account: one business's workspace inside an agency account.

Membership

A gated area for paid or free content, such as a course, with access controlled by what a contact has purchased or been tagged with.

Missed call text back

A workflow that automatically texts a caller when their call goes unanswered. The trap: repeated calls from the same number can each fire their own text if the workflow is not built with that in mind.

Opportunity

A deal in progress inside a pipeline, tracked through stages toward won or lost, distinct from the contact record itself.

Outbound webhook

A workflow action that sends contact or event data from HighLevel to an outside destination, used to connect it to tools it does not natively support.

Pipeline

A set of stages a deal moves through, such as New Enquiry, Booked, Quoted, Won. A business can run more than one pipeline for different types of work.

Premium trigger or action

A workflow step, such as the inbound webhook, that carries a small per-execution cost from the Agency Wallet rather than being included free in every workflow run.

Rebilling

Charging a client sub-account for the usage the agency account was itself charged, such as phone and email costs. Rebilling without a markup is available from the Unlimited plan; rebilling with a markup requires Agency Pro.

Round Robin calendar

A calendar type that distributes bookings across a team in rotation, built for sales or support teams sharing incoming appointments.

SaaS mode

The set of tools an Agency Pro account uses to resell the platform to clients as its own branded subscription, with automated account creation and usage rebilling. See SaaS mode explained.

Smart list

A saved filter on contacts or opportunities that updates automatically as records change, rather than a static list you maintain by hand.

Snapshot

A copy of an account's setup, its pipelines, workflows, pages, calendars and fields, that can be installed into another account. The trap: a snapshot carries settings, not contacts, conversations or appointments. See snapshots.

Sub-account

One business's workspace inside an agency account: its own contacts, pipelines, calendars and settings. The trap: a sub-account is not a user. A single sub-account can hold many users, and a single user can have access to many sub-accounts.

Tag

A label attached to a contact used to filter lists and trigger workflows, such as "new lead" or "past client."

Trigger

The event that starts a workflow, such as a tag being added, a form being submitted, or a call being missed.

Two-way SMS

A text conversation that continues in both directions after it starts, rather than a one-way broadcast, used for a chat widget or a missed-call text.

User

A person with a login to an account, distinct from a sub-account. One user can be given access to one sub-account or many.

Wallet

See Agency Wallet. The prepaid balance that funds usage-based charges.

Webhook

A way for two pieces of software to pass data automatically when something happens, used both to bring data in (inbound) and send data out (outbound).

White label

Putting your own brand, name and pricing on the platform to sell to your own clients, available on the Agency Pro plan. See white label.

Workflow

An automation: a trigger, followed by a series of actions such as sending a text, waiting, or updating a tag. The trap: a workflow is not a one-time campaign; it keeps running for every contact that matches its trigger until it is turned off.

Questions people ask

What is a sub-account?

One business's workspace inside a larger account: its own contacts, pipelines, calendars and workflows, separate from any other sub-account. It is not a user login.

What is a snapshot?

A copy of an account's setup that can be installed into another account. It carries configuration such as pipelines and workflows, not contacts or conversation history.

What is LC email?

HighLevel's own branded email sending service, billed per 1,000 emails from the Agency Wallet rather than through a separate email provider.

What is SaaS mode?

The feature set on the Agency Pro plan that lets an agency resell the platform to its clients as its own subscription, with automated account setup and usage billing passed through.

What is the difference between a funnel and a website in HighLevel?

A funnel is a short sequence of pages built for one path to one outcome, such as a sale. A website is a general, multi-page presence with its own navigation and structure.

Pages in this section

Not sure yet? Start here