Loom Walkthroughs
Loom Walkthroughs are personalized screen-recorded videos created inside the client’s actual GHL sub-account. When a client asks a question that is hard to answer in a chat message, a support agent records a short Loom video showing exactly how to do what they asked, using their real data, their real settings, their real account. Not a generic tutorial filmed in a demo environment. A walkthrough of their system, sent directly to them.
Why This Matters
Generic help documentation fails because it shows a hypothetical account with hypothetical settings. The client has to mentally translate “click the blue button on the Contacts page” into their own context, which has custom fields, custom pipelines, and a different layout than whatever was shown in the tutorial. That translation step is where most clients get lost and give up.
A Loom recorded inside the client’s own sub-account eliminates the translation step entirely. The client sees their own sidebar, their own pipeline stages, their own contacts. They can follow along exactly because the video matches their reality. This is the difference between a support interaction that resolves the issue and one that creates a follow-up question.
Beyond resolution quality, Loom Walkthroughs create a lasting asset. The client can rewatch the video whenever they need a refresher. They can share it with team members who join later. Over time, each client accumulates a small library of personalized training content that is more useful than any generic knowledge base article because it was filmed in their environment.
How to Think About It
Loom Walkthroughs are the middle tier of your support escalation. HL Pro Tools handles quick text-based answers. Loom handles anything that benefits from visual demonstration. Zoom Escalation handles complex issues that need real-time back-and-forth. Most support questions fall into that middle category where showing is faster and clearer than telling.
The best Loom Walkthroughs are short, focused, and narrated in plain language. Two to five minutes is the sweet spot. Open the client’s sub-account, navigate to the relevant page, perform the action while explaining each step, and close with a summary. Avoid the temptation to cover adjacent features or go on tangents. Answer the specific question they asked, nothing more.
Create a system for delivering these videos. Send the Loom link through the same channel the client used to ask the question, whether that is the support chat, email, or SMS. Consistency in delivery matters because the client should never have to hunt for where the video was sent.
Common Mistakes
Recording in a demo account instead of the client’s account. This defeats the entire purpose. The value of a Loom Walkthrough is that it shows the client’s own environment. If you record in a demo or template account, you are creating the same generic content they could find on YouTube. Take the extra 30 seconds to log into their sub-account.
Making videos too long. A 15-minute Loom answering a simple question is not impressive, it is exhausting. Clients will skip to random timestamps trying to find the answer, get frustrated, and ask the question again. Keep videos focused and under five minutes whenever possible.
Not narrating what you are doing. A silent screen recording of cursor movements is nearly useless. Narrate every click, explain why you are clicking it, and describe what the client should see. Some clients will listen to the audio while glancing at the video. Some will watch closely. Both need the narration.
Forgetting to send the link. Recording a Loom and forgetting to send it happens more often than anyone admits. Build a habit of sending the link immediately after recording, before doing anything else. If a video exists but the client never receives it, it is the same as never recording it.
Tools Involved
Loom Walkthroughs use the Loom platform for recording and hosting. They are triggered through HL Pro Tools when a chat-based answer is insufficient. The recordings happen inside the client’s GHL sub-account, which is provisioned during Sub-Account Provisioning. If the issue still is not resolved after the Loom, the next step is Zoom Escalation or creating a Support Ticket.
Where This Fits
Loom Walkthroughs sit at sequence position 26 in the Support Infrastructure category. They depend on HL Pro Tools being active because the support chat is typically where the need for a video walkthrough surfaces. They run in parallel with other support elements and serve as a middle-tier escalation between quick chat answers and live Zoom calls. Clients start encountering Loom Walkthroughs after their Live Onboarding Call when they begin operating independently and have questions about specific workflows.
Common Questions
Who records the Loom videos? Support agents through HL Pro Tools handle most of them. For build-specific questions that require deeper knowledge of the client’s custom setup, your agency team records the video instead.
How do clients access past Loom recordings? Each Loom video has a unique link that remains active. Clients can bookmark the links or search their chat history to find previous walkthroughs. Some agencies maintain a shared folder of client-specific Looms for easy reference.
What if the client’s question is too complex for a Loom? Escalate to a Zoom Escalation call. If the issue requires real-time interaction, screen sharing, or troubleshooting that depends on client input, a live call is more effective than a one-way recording.