Social Commerce & Messaging Automation: connect Shop leads to GoHighLevel, then automate SMS, chat AI, cart recovery and upsells

TLDR
Connect Facebook, Instagram or TikTok lead sources to GoHighLevel, map fields, store consent, then run automation for customer service, abandoned checkout and upsells through SMS and Chat AI. Use A/B testing, track reply rate, recovery rate, AOV and time-to-first-response.

Who this is for

Ecommerce founders, local retailers with online catalogs, creators selling DTC, service companies with shop-style offers.

What you will build

• Instant lead capture from Meta Lead Ads or TikTok Lead Gen into GoHighLevel
• Inbound webhooks for TikTok Shop or custom carts
• Workflows for cart recovery, concierge replies, post-purchase upsell
• Chat AI prompts for fast support
• Reporting that proves revenue impact

Prerequisites

• GoHighLevel sub-account with Workflows, Conversations, SMS number active
• Facebook Page, Instagram Business or TikTok Ads account
• Product or offer URLs, coupon logic, refund policy copy
• Consent fields created in GHL: consent_sms, consent_email, consent_version, consent_timestamp, consent_source

Step 1, connect Meta Lead Ads to GoHighLevel

1. In GHL, go to Marketing, Ad Manager, activate, then Connect Facebook. Select your Page and ad account. Create or select a Lead Form and map fields into Contact.
2. For reliability, confirm your Page permissions and test form submissions. If you manage multiple Pages, use GHL’s multi-page guide to troubleshoot permissions.

Why this matters: Meta Lead Ads push leads directly into CRM, so you can trigger SMS or DM within seconds, not minutes.

Step 2, connect TikTok Lead Generation to GoHighLevel

1. In GHL, Settings, Integrations, connect TikTok.
2. Map fields, or create Custom Fields for handles, product interest, consent.
3. Create a Workflow with Trigger: TikTok Form Submitted, filter by the specific Instant Form.

Pro tip: if you prefer an integration hub or need a fallback, use Zapier to POST new TikTok leads to a GHL inbound webhook URL.

Step 3, pull orders or events from TikTok Shop or other carts using webhooks

If you need order data, create a Workflow with Trigger: Inbound Webhook. Copy the generated URL. In your external system, configure a webhook for order_created or fulfillments that POST JSON to this URL, then map payload fields to Contact or Opportunity.

Reference docs: TikTok Shop, Webhooks overview. For Meta lead downloads or server-side events, use their webhook and CAPI guides when needed.

Step 4, enable Instagram DMs and Messenger in Conversations

Connect Instagram Business in GHL. In Instagram settings, allow access to messages. After connection, you can view DMs in Conversations, trigger automations on reply channel equals Instagram DM, and send templated replies within the 24-hour window.

Note: Instagram’s 24-hour policy applies for proactive messaging. Plan your flows accordingly.

Step 5, standardize field mapping and consent

Map First name, Phone, Email, Product interest, Source.
Set consent fields in the first automation step:

• consent_sms=true, consent_email=true when forms include explicit opt-in
• consent_version equals current privacy version
• consent_timestamp equals event time
• consent_source equals “Meta Lead Form”, “TikTok Instant Form” or “Shop Webhook”

Step 6, build your core automations

A) Cart recovery, 3-touch sequence

Trigger: Abandoned Checkout or Inbound Webhook with status=abandoned. Use filters for cart value and time since last step.

• Touch 1 at 30 minutes: SMS reminder with deep link to checkout
• Touch 2 at 20 hours: SMS or Email with social proof
• Touch 3 at 48 hours: limited incentive, then exit

Sample SMS

• “Hey {{first_name}}, you left {{product}} in your cart. Finish here: {{checkout_url}}”
• “Quick nudge on {{product}}. We reserved your cart for a bit longer: {{checkout_url}}”

B) Concierge customer service via Chat AI

Trigger: Customer replied in IG DM, FB Messenger or SMS.

• Use a Chat AI step for FAQs: shipping, returns, sizing, appointment changes
• Escalate to human if sentiment negative or intent equals refund

C) Post-purchase upsell

Trigger: Order completed via webhook or tag added.

• If AOV under target, send “bundle-complete” offer
• If category equals skincare, offer refills in 25 days
• For services, send add-on booking link after 2 days

D) Review request and UGC loop

Trigger: Delivered or service completed.

• Ask for rating then funnel 4-5 stars to Google review
• Capture photo or short UGC prompt in DM for remarketing

Step 7, add Instagram or WhatsApp chat entry points

Use GHL’s All-in-One Chat widget to add Live chat, Email, WhatsApp entry on key pages. Or send leads directly to WhatsApp chat from pages.

Step 8, A/B test copy, timing and offers

• Test first line hooks, recovery delays, micro-incentives
• Split test images in emails with the Email Builder, and button copy in funnels
  

Step 9, metrics that prove ROI

• Time-to-first-response, aim under 2 minutes
• Recovery rate, target 10 to 20 percent for warm traffic
• AOV lift from upsells, track per workflow
• Reply rate on concierge flows, 15 to 30 percent
• Review volume and rating trend week over week

Templates to copy

Cart recovery SMS, three variants

1. “{{first_name}}, your {{product}} is still available. Checkout here: {{checkout_url}}”
2. “Still thinking about {{product}}? We held it for you. Resume: {{checkout_url}}”
3. “Last chance to grab {{product}}. Small thank you inside at checkout: {{checkout_url}}”

Concierge DM prompt
“Thanks for reaching out. Want shipping ETA, returns or product fit help? Reply 1, 2 or 3.”

Post-purchase upsell
“{{first_name}}, most buyers of {{product}} also add {{upsell}} for better results. See details: {{offer_url}}”

Troubleshooting

• Meta leads not arriving, recheck Page permissions and ad account, then resubscribe in GHL.
• TikTok Instant Form mapped but no contacts, confirm the Workflow trigger is TikTok Form Submitted with correct form filter.
• Instagram DM action failed, contact must have messaged you in the last 24 hours or be replying from a comment thread.

Recommended next actions

• Add an email variant for each SMS touch, then let the system auto-choose based on deliverability
• Push recovered orders into a “Won” pipeline stage for revenue attribution
• Refresh AI prompts monthly using top objections from Conversations

CTA

Start a fresh sub-account and build this stack now:

• Try GoHighLevel:
• https://www.gohighlevel.com?fp_ref=details
• Learn faster with Bootcamp:
• https://www.gohighlevel.com/bootcamp?fp_ref=details

FAQ

How do I get Facebook and Instagram leads into GoHighLevel without manual exports
Use the built-in Facebook Lead Ads integration in GHL’s Ad Manager, connect your Page, then map form fields to contacts. New submissions will trigger workflows.

Can I bring TikTok leads or orders into GoHighLevel
Yes. Use the TikTok Lead Ads integration for Instant Forms. For shop orders or custom events, send webhooks from TikTok to an Inbound Webhook trigger in GHL.

What is the fastest path to automated cart recovery
Use the Abandoned Checkout trigger in Workflows, add SMS at 30 minutes, follow with email at 20 hours, then a final nudge at 48 hours. Filter by cart value for selective incentives.

Can I auto-DM people on Instagram after they comment
Yes, with restrictions. You can reply via DM when they comment, but proactive messages require a recent message within 24 hours. Build flows that ask for a quick reply to keep the window open.

How do I handle consent for SMS and email
Collect explicit opt-in on forms, then write to consent_sms, consent_email, store consent_version, consent_timestamp, consent_source. Use these to gate automations.

Is WhatsApp supported in chat widgets
Yes. Use the All-in-One Chat widget or the WhatsApp chat type to route visitors directly to WhatsApp.