GHL Automated Crisis Communication & Refund Blueprint

Event Crisis Management Blueprint

In the event of a cancellation or postponement, speed and clarity are your best defenses against reputation damage and mass chargebacks. This blueprint shows you how to trigger an emergency communication protocol in GHL.

Phase 1: The 'Kill Switch' Workflow

Create a single Workflow that can be triggered by a specific internal tag (e.g., CRISIS_MODE_ACTIVE). This workflow should immediately:

• Stop all Marketing Workflows: Use the 'Remove from All Workflows' action to prevent promo emails from going out during a crisis.
• Update Funnel Pages: Use a Custom Value to toggle a 'Postponement' banner across all your event pages instantly.
• Notify Stakeholders: Send internal Slack/Email notifications to the support team.

Phase 2: Tiered Communication Logic

Segment your communication based on ticket type. VIPs may require a personal phone call from a GHL power dialer, while General Admission receives automated SMS and Email updates.

Phase 3: The Refund/Credit Automation

Instead of manual processing, use a GHL Form to give attendees three choices:

1. Full Refund: Automate a webhook to your payment processor (Stripe/PayPal) via Tixified.
2. Ticket Rollover: Update the contact tag to '2025_Attendee' and send a confirmation of credit.
3. Donate to Cause: Convert the ticket price into a tax-deductible donation.

Technical Workflow Setup

Pro-Tips for Crisis Management

• Always keep a draft 'Postponement' email template ready in your GHL marketing library.
• Ensure your SMS compliance (A2P 10DLC) is active, as SMS is 10x more effective for urgent alerts.
• Use the GHL 'Conversation' tab to handle incoming support tickets in real-time.