Browse docs and guides
Community Agents Member Insights: review conversations before follow-up
Member Insights in Community Agents summarizes synced posts and comments from your GoHighLevel community, assigns buying-intent and confidence tiers, and shows the conversation evidence behind an assessment. Your team decides what the evidence means and whether to follow up.
On this page
What an assessment tells you
An assessment can highlight a question about your offer, a request for help, or a repeated member need. It includes source evidence and a suggested follow-up. Intent and confidence are AI assessments, not a guarantee of a purchase or a verified statement of the member’s plans.
| Assessment detail | What to check |
|---|---|
| Buying-intent tier | Look for the question or need behind the assessment. Interest in an offer does not establish an intention to purchase. |
| Confidence | Compare the assessment with the actual wording and surrounding conversation. Resolve ambiguity before deciding what to do. |
| Source evidence | Read the supporting synced posts and comments. Check the date and whether another reply has already answered the question. |
| Suggested follow-up | Review and adapt the suggestion to the member’s request and your current offer. A person chooses whether to send a response. |
Read the messages before choosing a next step
- Open the supporting posts/comments and read the surrounding discussion.
- Check what the member actually asked for and whether the need is still current.
- Review the assigned tier and confidence alongside the evidence. Correct your interpretation if the context points elsewhere.
- Choose a useful human response: answer the question, offer the relevant resource, ask for clarification, or leave the conversation alone.
Illustrative example
A member asks whether a paid program includes feedback on campaigns. That may indicate interest in help, but it does not establish a decision to buy. A useful reply explains the actual support included and asks whether it addresses the member’s need.
This is a worked example, not a real customer message or measured outcome.
Keep outreach accountable
Member Insights does not automatically contact interested members. Choose the responsible teammate and review any suggested message before sending it. Avoid adding unsupported promises or treating a tier as consent to receive marketing.
Use repeated needs to improve the community
If several conversations concern the same missing resource, improve the onboarding guide or lesson and add the current information to the agent’s knowledge. Review whether future replies point members to the correct material.
Next: knowledge and response controls, setup instructions, or pricing and usage.