Create two contacts in GoHighLevel, one for the parent who is the customer and one for the adult child who is helping decide, tag each, and run a separate workflow for each. The bottom line: the parent is the customer and signs, so the adult child receives updates only when the parent has agreed, and each person's messages are written for their role.
Who decides, and what they ask
Stairlifts are a purchase families often make together. Fortune Well reports that about three in four older adults want to age in place and that stair lifts can cost thousands of dollars. GoodRx gives a range of $2,000 to more than $15,000. Both say Original Medicare does not cover stair lifts, because it treats them as home modifications, not durable medical equipment, and that some Medicare Advantage plans may cover part as a supplemental benefit. Medigap does not, since it pays only for Medicare covered costs. Those facts drive the adult child's questions: cost, coverage, and timing.
Consent comes first
The parent is the customer, so ask the parent, at the first visit, whether the adult child may receive scheduling and status updates and be a contact for the install, and record that. Do not share the parent's health or financial details with the child without the parent's agreement. If the child holds a power of attorney, keep a copy.
| Contact | Tag | Messages |
|---|---|---|
| Parent | Customer | Appointment confirmations, install instructions, invoice and warranty |
| Adult child | Family contact, with the parent's permission recorded | Scheduling updates, install day reminders, and a summary after install |
Build it in GoHighLevel
- Create a contact for each person and tag them Customer and Family contact. Add a custom field on each that names the linked person.
- Add a field on the parent's contact: Family contact authorized (yes or no), with the date.
- Build a workflow for the Customer tag with the appointment confirmations and reminders.
- Build a second workflow for the Family contact tag that sends only scheduling and status messages, and starts only if the parent's field says yes.
- Use a shared pipeline stage change to trigger both workflows. In the second, add an If/Else to check that the authorization field is set.
- Add a task for the sales rep to ask about family contact permission at the first visit.
GoHighLevel has a help page on using custom objects in workflows. If you want a formal link between the two contacts, ask whether your account uses related contacts or custom objects, and test that a message to one contact does not reach the other.
What the workload looks like
For example, a dealer who installs 25 stairlifts a month with an adult child involved in 15 of them (a share of 0.6) sends two sets of messages on 15 jobs. Two workflows send both sets, and the parent's authorization field decides who gets the second.
Mistakes to avoid
- Messaging the child without the parent's agreement. The parent is the customer.
- Sharing health or financial details. Keep messages to scheduling and status.
- Promising insurance coverage. Original Medicare does not cover stair lifts.
- One shared message for both. They need different content.
How this was handled before
Installers gave the parent a quote and a phone number, and the adult child called for updates. Families now expect texts and email. Separate contacts with recorded permission let the installer serve both without sharing what the parent has not agreed to share.
What to measure after launch
Track jobs with a family contact, permission recorded before the first update, and calls from family members asking for status. If family calls fall after you start the updates, the workflow is answering the question before it is asked.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Each person must agree to texts for themselves, since the parent's consent does not cover the adult child. This is general information, not legal advice.
Questions people ask
Does Medicare cover stair lifts?
Original Medicare does not, because it classifies them as home modifications. Some Medicare Advantage plans may cover part as a supplemental benefit.
How much does a stair lift cost?
GoodRx gives a range of $2,000 to more than $15,000.
Can I message the adult child?
Only if the parent has agreed. Record the permission.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.