If you’ve ever spent hours building a “smart” chatbot only for it to go full silent treatment on your leads when they reply via SMS, you’re not alone.
Been there. Done that. Pulled my hair out.
But here’s the good news, the problem usually isn’t HighLevel being broken. It’s the way your workflows and lead tags are set up.
Let’s dig into how to get Zappy Chat working exactly how it’s supposed to, even with SMS in the mix. 🧠💬
Wait… Zappy Chat Can Handle SMS FAQs?
Yep, and when it’s set up correctly, it’s magic. Zappy Chat is basically your virtual assistant that knows how to answer FAQs like:
- “What are your hours?”
- “How much do you charge?”
- “Where are you located?”
Without you lifting a finger.
But what happens when it works perfectly over Messenger or Webchat… and completely ignores people texting those same questions via SMS?
👎 Not great for your customer experience.
😤 Not great for your sanity either.
So what’s going wrong?
The Hidden Saboteur: Legacy Tags
This one blew my mind the first time I found it…
Turns out, pre-applied legacy tags on leads can prevent your SMS triggers from firing at all.
Here’s the deal:
HighLevel workflows rely on very specific trigger logic. If you’re running automations that say “only fire if X tag is present” (or worse, “only fire if X tag is NOT present”)… and that tag’s already on your lead from a different campaign, your SMS chatbot is DOA.
So Zappy Chat doesn’t respond… not because it’s broken… but because your workflow said “don’t respond.”
Ouch.
How to Fix It (Without Breaking Everything Else)
Here’s what I do whenever a chatbot starts ghosting people:
✅ Step 1: Check Your Workflow Triggers
Make sure your workflow isn’t excluding leads with common tags like new-lead, sms-optin, or faq-complete.
💡 Pro Tip: Use the “contains tag” logic instead of “has exactly,” so you’re not being overly strict.
Step 2: Clean Up Tag Logic
Audit your automations and delete old tag conditions that are no longer needed — especially if they were used for legacy campaigns.
🔍 If your workflow says “only trigger if NOT tagged with X,” make sure you’re not applying X somewhere else without realizing it.
Step 3: Test With Fresh Contacts
Don’t test with contacts already in the system. Create a brand new dummy contact and walk through the flow like a real user would.
📱 Try texting the keyword directly.
📥 Wait for a response.
🎯 Confirm the right path was triggered.
Bonus Wins: Prepaid SMS & Workflow Monetization
If you’re running any kind of premium or prepaid service (like appointment confirmations, gated support, or paid consultations), Zappy Chat workflows can also:
- 💸 Charge via Stripe before continuing the conversation
- 📆 Auto-schedule calls using calendar logic
- 🔐 Route inquiries to premium support if payment is verified
Yes, you can actually make money from your chatbot if you set it up right.
Why This Matters
Here’s the thing:
Zappy Chat isn’t just a chatbot. It’s a system.
When it’s plugged into HighLevel the right way, it can act like your first responder, answering leads, booking calls, collecting payments, and routing conversations to the right place.
But when your tags and triggers are messy… the whole system falls apart.
Clean it up, test it properly, and Zappy Chat will be your agency’s silent MVP. 🏆
Want to Build Smarter, Faster?
If you’re tired of cobbling things together and just want tools that work out of the box (plus the support to use them right), head over to gohighlevele.com.
That’s where I get all my plug-and-play snapshots, smart automations, and most of my secret sauce. You’ll thank me later. 😎
Cool Free Thing
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In the spirit of free stuff… I want to give you my team’s Testimonial Workflow.
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Go grab it. Use it. Close more deals. You got this. 🚀