How to Set Up SMS & Phone System for Pet Groomers & Veterinarians in GoHighLevel

GoHighLevel's SMS and phone system lets pet groomers and veterinarians text clients directly from their CRM while making calls through the same platform. You can buy a local number, set up automatic text replies for missed calls, and create two-way SMS conversations that sync with your contact records.

The biggest win? Missed call text-back captures leads who would otherwise disappear forever. When someone calls your grooming salon at 7pm or your vet clinic during lunch and gets voicemail, they rarely call back. But an instant text saying "hey i missed your call, what can i help you with?" gets responses.

This setup eliminates the 15-minute phone intake dance and turns your rebooking reminders into simple automated texts. Instead of calling 40 clients to remind them their golden retriever needs grooming in two weeks, you send a text to all of them in 30 seconds.

What is GoHighLevel's SMS & Phone System

GoHighLevel's SMS and phone system combines two-way texting, outbound calling, and voicemail drops into one dashboard. Every message and call gets logged directly to your contact's profile, so you see the full conversation history when Fluffy's owner calls about that ear infection follow-up.

The system uses LC Phone (GoHighLevel's telecom partner) to provide local and toll-free numbers. You can text from your computer, take calls through the browser, or use the mobile app when you're between appointments. Unlike standalone SMS services like SimpleTexting that charge $29/month for 500 messages, GHL includes unlimited SMS in most plans.

Here's what makes it different from other platforms: everything connects to your CRM automatically. When Mrs. Johnson texts "can i move Bella's grooming to Thursday?", you see her appointment history, her dog's notes, and can reschedule right from the conversation. No switching between five different apps.

The power dialer feature lets you blast through callback lists efficiently. Instead of manually dialing numbers for vaccination reminders, you upload a list and the system dials each contact automatically. When someone answers, you're connected instantly. No answer? It logs the attempt and moves to the next contact.

But here's the killer feature for pet businesses: ringless voicemail drops. You can leave a message in someone's voicemail without their phone ringing. Perfect for gentle reminders like "hey this is Sarah from Paws & Claws, just reminding you that Max is due for his heartworm prevention pickup."

How to Buy and Set Up Your Phone Number

Setting up your phone number takes about 5 minutes and costs $2-5 per month depending on whether you want local or toll-free. Go to Settings > Phone Numbers in your GHL dashboard and click "Buy New Number" to see available options in your area code.

Local numbers work best for most pet businesses because clients recognize the area code. If you're in Dallas, get a 214 number. If you serve multiple cities, consider a toll-free 800 number, but know that some people associate those with big corporations rather than their neighborhood vet.

Once your number is active, test it immediately. Call it from your personal phone and make sure it rings in your GHL dashboard. The system should show an incoming call notification and give you options to answer, decline, or send to voicemail.

For SMS functionality, you'll need to complete A2P 10DLC registration. This is required by carriers to prevent spam and ensures your texts actually get delivered. Don't skip this step - unregistered numbers get blocked by major carriers like Verizon and T-Mobile. The registration process takes 3-5 business days, so start it as soon as you buy your number.

Pro tip: buy your number early in your GHL setup process. You'll want to use it in your automations and marketing materials, so having it ready prevents delays later. The monthly cost is minimal compared to missed opportunities from poor communication systems.

Setting Up Missed Call Text-Back (Highest ROI Feature)

Missed call text-back is the single highest ROI feature in GoHighLevel's phone system. When someone calls and you can't answer, the system automatically sends them a text within 30 seconds asking how you can help them.

Think about your typical day: you're in the middle of a dental cleaning on a nervous rescue dog, your phone rings, and you can't answer. Without text-back, that potential client goes to your competitor. With it, they get an immediate response and often share exactly what they need via text.

Your message should be personal and identify your business clearly. Don't use "hi, you called us and we missed your call." Instead, try something like: "Hey! This is Sarah from Paws & Claws Grooming. I missed your call but I'm here to help. What's going on with your pup?"

Keep it under 160 characters to avoid splitting into multiple messages, which looks unprofessional. The goal is to sound like a real person, not a corporate bot. Include your name and business name so they remember who they called.

Monitor your missed call text-back responses daily, especially during the first week. You'll quickly see patterns in what clients ask about, which helps you refine your message. Some will ask for prices, others want to schedule appointments, and many will share emergency situations that need immediate attention.

This feature typically converts 30-40% of missed calls into conversations, compared to maybe 5% who would actually call back after getting voicemail. For a busy veterinary practice getting 20 calls during lunch hour, that's the difference between 1 callback and 8 conversations.

How to Enable Two-Way SMS Conversations

Two-way SMS lets you have natural text conversations with clients that feel like texting a friend, not a business. All messages appear in your Conversations tab in GoHighLevel, and clients can reply to your texts from their regular messaging app.

This eliminates phone tag for simple questions. When Mr. Peterson texts "is Buddy ready for pickup?", you can check your grooming schedule and respond "yes! He looks amazing, ready whenever you are" without leaving your CRM.

The setup happens automatically once you have your phone number and A2P 10DLC registration complete. Navigate to the Conversations section in your left sidebar, and you'll see all SMS conversations organized by contact. Each conversation shows the person's name, their pet's information, and full message history.

You can send texts from three places: the Conversations tab, directly from a contact's profile, or through automated workflows. The contact profile method is perfect when you're reviewing someone's record and need to send a quick message. Just click the SMS icon next to their phone number.

For pet groomers, common two-way SMS conversations include appointment confirmations, pickup notifications, and photo sharing. "Max is all clean! Here's a photo before pickup" with an image attachment often gets enthusiastic responses from pet parents.

Veterinarians use two-way SMS for medication reminders, test result notifications, and follow-up check-ins. "Luna's bloodwork came back perfect! No changes needed to her thyroid medication" delivers good news instantly and reduces worried phone calls to your staff.

The system tracks all conversations automatically, so if a client mentions something important via text, it's permanently logged in their profile. This is crucial for maintaining continuity of care, especially in multi-doctor practices where different staff members might handle the same client.

Setting Up the Power Dialer for Outbound Calling

The power dialer automates your outbound calling process by dialing numbers from a list and connecting you only when someone answers. Instead of manually dialing 50 clients for vaccination reminders, you upload the list and let GHL do the dialing while you handle other tasks.

This feature shines for appointment confirmations, follow-up calls, and reactivation campaigns. Upload a list of clients whose dogs are due for grooming, and the system calls each number automatically. When someone answers, you're connected immediately with their information on screen.

The system dials numbers at a pace you control - typically 2-3 calls per minute. No answer? It logs the attempt and moves to the next contact. Busy signal or voicemail? Same thing. This eliminates the dead time between calls that makes manual dialing so inefficient.

For veterinary practices, use the power dialer for wellness exam reminders, medication refill calls, and post-surgery check-ins. The system displays each pet's medical history when their owner answers, so you can have informed conversations immediately.

Pet groomers can use it for rebooking campaigns every 6-8 weeks. Create a list of clients whose last appointment was 6 weeks ago, upload it to the power dialer, and make your rounds efficiently. "Hi Mrs. Smith, this is Jessica from Furry Friends Grooming. Bella's been looking a bit shaggy in my mind - ready for her spa day?"

The call recording feature automatically captures conversations for training and quality assurance. This is particularly valuable for new staff members who can listen to successful rebooking calls to learn effective techniques.

Track your results in the campaign dashboard. You'll see connection rates, conversation lengths, and outcomes for each call. This data helps you optimize your calling times and refine your scripts for better results.

Adding SMS Actions to Your Automation Workflows

SMS workflow automation turns your appointment and care reminders into set-and-forget systems. You can automatically send vaccination reminders 30 days before they're due, grooming rebooking texts 6 weeks after the last appointment, and follow-up care instructions 24 hours after procedures.

The key is connecting your SMS actions to specific triggers in your pet business workflows. When you mark an appointment as "completed" in GHL, it can automatically send a thank-you text with care instructions and schedule the next reminder.

Here's how to add SMS to any workflow: Open your existing workflow in the Automations section, click the plus icon where you want to add SMS, and select "Send SMS". You can send immediate messages or add delays for perfectly timed follow-ups.

Use GoHighLevel's custom fields to personalize your messages automatically. Instead of generic texts, send "Hi Sarah! Luna's quarterly checkup is coming up on March 15th. Would you like to schedule her appointment?" The system pulls the owner's name, pet's name, and due date from your CRM.

For grooming businesses, create a 6-week rebooking workflow. When you complete an appointment, the system waits 42 days then sends: "Hey [First Name]! [Pet Name] is probably getting a bit fuzzy by now. Ready to book their next grooming session? Reply YES and I'll send some available times."

Veterinary practices benefit from medication reminder workflows. When you prescribe a 30-day medication, set up an SMS to fire on day 25: "Hi [First Name], [Pet Name]'s [Medication] runs out in 5 days. Would you like us to prepare a refill for pickup? Reply YES to confirm."

The beauty of workflow SMS is that it scales infinitely. Whether you have 100 clients or 1000, every single one gets their personalized reminders at exactly the right time. No manual tracking, no forgotten follow-ups, and no missed rebooking opportunities because someone forgot to call.

Best Practices for Pet Groomers & Veterinarians

Keep your SMS messages under 160 characters to avoid splits and maintain readability. Pet owners are busy, so get to the point quickly while maintaining a warm, personal tone. "Bella's ready for pickup! She looks gorgeous 🐕✨" works better than a formal paragraph about grooming completion.

Always identify yourself and your business in the first message to new contacts. Pet owners might save your number in their phone, but they often forget which grooming salon or vet clinic it belongs to. "Hi! This is Jennifer from Paws & Whiskers Veterinary Clinic" eliminates confusion immediately.

Timing matters enormously in pet businesses. Send grooming reminders on weekends when people have time to think about their pet's appearance. Send vaccination reminders on weekday mornings when people are planning their week. Avoid texts during typical dinner hours (5-7pm) unless it's urgent.

Use photos strategically in your SMS communications. After grooming sessions, send a quick photo of the freshly groomed pet with a message like "Charlie looks so handsome! Ready for pickup anytime." Pet parents love seeing their fur babies, and it often generates enthusiastic responses that strengthen your relationship.

For veterinary practices, be careful about medical information via SMS. Use texts for appointment reminders, medication refill notifications, and general updates, but avoid detailed medical discussions. "Fluffy's test results are in - they look good! Call us if you have any questions" is appropriate, but detailed diagnoses should happen via phone or in person.

Track your most effective messages and create templates for common situations. When you find a rebooking message that gets great response rates, save it as a template in GHL. This ensures consistency across your team and maintains your brand voice even when different staff members send messages.

Emergency situations require careful handling via SMS. If someone texts about a pet emergency, respond immediately with "This sounds urgent! Please call us right away at [phone number] or head to the nearest emergency clinic." Don't try to diagnose or treat emergencies via text - get them on the phone or in person quickly.

If you're implementing multiple GHL features for your pet business, i wrote about this in my complete automation guide for pet groomers and veterinarians