Page Overlays
Page Overlays are contextual help instructions that display directly on every page inside GHL. When a client navigates to any section of their sub-account, they can access an overlay that explains what that page does, what each feature is for, and how to use the tools on that screen. The help is always available exactly where the client needs it, right on the page they are looking at. No searching through documentation, no opening support chat, no leaving their current workflow.
Why This Matters
The biggest source of client frustration after the Live Onboarding Call is forgetting how to do things they were shown during training. This is normal. Research on training retention shows that people forget 70% of new information within 24 hours. Your onboarding call was great, but the client will not remember half of it by Thursday.
Page Overlays solve this by putting the instructions exactly where the client needs them at the moment they need them. When they navigate to the Calendar page and cannot remember how to set up a new appointment type, the overlay on that page walks them through it. There is no context switching. No “let me open a new tab and search the knowledge base.” The answer is on the screen they are already looking at.
This matters for your support volume too. Every question a page overlay answers is a question that does not land in your HL Pro Tools chat queue. Over time, well-configured page overlays can reduce first-line support volume by 30% or more. That is a significant operational savings that compounds as you scale your client base.
How to Think About It
Page Overlays are passive support. Unlike chat or Loom or Zoom, they do not require a human to create or deliver the help. They are configured once and serve every client automatically. Think of them as the instruction labels on a well-designed product. You should not need to read a manual to use a microwave because the buttons tell you what they do. Page Overlays bring that same principle to GHL.
The most effective overlays are concise and action-oriented. They tell the client what they can do on this page and how to do it. They do not try to explain the theory behind the feature or cover advanced use cases. Those belong in the Knowledge Base or in a conversation with your team. Overlays are quick reference guides, not training manuals.
Configure overlays during the build phase so they are ready when the client starts using the system. The overlay content should match the language and terminology you use during the onboarding call. If you call it the “review pipeline” during training, the overlay should call it the “review pipeline” too, not “opportunity management stage.” Consistency in language prevents confusion.
Common Mistakes
Writing overlays that are too long. If a page overlay requires scrolling through three paragraphs of text, the client will close it and ask for help in chat instead. Keep overlays to two or three short paragraphs maximum. If the topic requires more explanation, link to a Knowledge Base article from within the overlay.
Using technical language the client does not understand. Overlays should be written for the client, not for your team. Avoid GHL-specific terminology unless you have explicitly taught it during training. “Click the three dots to edit this automation” is better than “access the workflow builder via the action menu.”
Not updating overlays when features change. GHL updates its interface regularly. An overlay that references a button that no longer exists or describes a workflow that has changed creates more confusion than no overlay at all. Review overlay content quarterly and update as needed.
Skipping pages that seem “obvious.” What is obvious to you after years of using GHL is not obvious to a client who has used it for three days. Err on the side of adding overlays to every page. Clients who do not need the help will ignore the overlay. Clients who do need it will be grateful it exists.
Not mentioning overlays during onboarding. Clients will not discover page overlays on their own unless you point them out. During the Live Onboarding Call, show the client how to access overlays on at least two or three pages so they know the feature exists and form the habit of checking it before reaching out for help.
Tools Involved
Page Overlays are delivered through HL Pro Tools, which provides the overlay system within GHL sub-accounts. They work alongside the Knowledge Base for deeper content and the live support channels for interactive help. The overlay content should align with what the client learned during the Live Onboarding Call and reference the same Sub-Account Provisioning configuration the client sees in their account.
Where This Fits
Page Overlays sit at sequence position 26 in the Support Infrastructure category. They depend on Sub-Account Provisioning because the overlays need to be configured within the client’s sub-account. They go live alongside HL Pro Tools, Knowledge Base, and Direct Contact as part of the support layer that activates after the build phase. The client is introduced to overlays during the Live Onboarding Call so they know to look for them when they have questions.
Common Questions
Can we customize the overlay content for each client? The overlays are generally consistent across sub-accounts since they explain GHL features that work the same way for everyone. However, if a client has a unique setup or custom terminology, you can customize specific overlays to match their environment.
Do page overlays replace the need for a knowledge base? No. Overlays provide quick, contextual guidance on the page the client is currently viewing. The Knowledge Base provides deeper, searchable documentation for topics that require more detail. They complement each other.
What if a client never uses the overlays? That is fine. Some clients prefer to ask questions through chat, and that is what HL Pro Tools is for. The overlay exists as one option in a support system that offers multiple paths to the same answer. Different clients prefer different paths.