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October 26, 2026

new

improved

Reputation

✨ Reviews AI Agents are now more flexible and customisable

What’s New

We’ve enhanced Reviews AI Agents with new controls to improve response quality, brand consistency, and safety.

The key additions are Brand Voice controls, Quality Guardrails, Sensitive Review Holds, and Live Response Preview — giving businesses more confidence and control before AI-generated responses are published.

Key Capabilities

Brand Voice Controls

Businesses can now fine-tune how each AI agent sounds by configuring:

“We” or “I” response style

Business name
Tone traits
Response length and character limits
Sign-off / footer preferences
This helps keep AI-generated responses aligned with each brand’s voice.

Quality Guardrails

New guardrails help improve response consistency and reduce risky AI output.

Businesses can enable controls to:

Remember recent responses
Avoid repeating the same opening lines
Avoid risky language such as refund promises, guarantees, fault admissions, liability statements, or medical and financial advice

Hold Sensitive Reviews for Human Review

Businesses can now prevent sensitive reviews from being published automatically.

When enabled, higher-risk reviews can be held for human review before posting, giving teams an extra layer of control where it matters most.

Live Response Preview

Users can preview how an AI agent will respond before saving the configuration.

The preview includes examples for:

Positive reviews
Neutral reviews
Negative reviews

Responses can also be regenerated as users adjust tone, prompts, and other settings.

Why It Matters

• Keeps AI responses aligned with the brand’s voice

• Reduces repetitive and potentially risky responses

• Adds human oversight for sensitive review scenarios

• Makes it easier to test and fine-tune agents before going live

• Gives businesses more confidence when automating review responses

October 26, 2026

new

Reputation

Bulk Manage Reviews AI in Agency Setup

Problem Statement

Agencies had to manage Reviews AI separately for each sub-account, with no way to control response modes in bulk or from the Agency view.

What we did

Agencies can now manage Reviews AI directly from Agency → AI Suite → AI Setup.

Set Reviews AI to Off, Suggestive, or Auto responses.
Update the mode for one or multiple sub-accounts at once.
Agency and sub-account settings stay automatically in sync.

Impact

Manage at scale: Control Reviews AI across multiple sub-accounts from one place.
Faster rollout: Update response modes in bulk instead of account by account.
Better agency control: Decide which sub-accounts use Reviews AI and how AI responds.
Always in sync: Changes made by sub-accounts are automatically reflected in the Agency view.

How to do it?

Go to Agency → AI Suite → AI Setup.
Select one or multiple sub-accounts.
Set the response mode to Off, Suggestive, or Auto responses.
If a sub-account updates its mode under Settings → Reviews AI, the change is automatically reflected in the Agency view.

Note:

Reviews AI can also be disabled from Agency → Sub-Accounts → Features & Limits → Reviews AI. When disabled:

Reviews AI settings, AI Reply, and Regenerate are hidden for that sub-account.

All AI review replies are blocked, including manual AI replies, auto responses, and Drip Campaign replies.

October 26, 2026

new

Social Planner

Introducing Social Intelligence (Limited Beta)

Understand what people are saying about your brand, discover industry trends, and keep an eye on competitors - all within HighLevel.

With Social Intelligence, you can explore conversations across social platforms, uncover meaningful insights, monitor topics, and stay informed with smart alerts.

Note:

Available in Limited Beta to selected users.

🚀

What's new

AI-Powered Brand & Industry Overview

Get a personalized snapshot of your social landscape, including:
Brand Mentions: Track conversations mentioning your business.
Industry Trends: Discover popular and emerging topics.
Competitor Performance: Compare your share of conversation with up to 3 competitors.
What to Post Next: Explore relevant posts from different social platforms.
AI Summary: Understand key insights without digging through multiple charts.

Explore Conversations & Insights

Search for brands, keywords, hashtags, or topics to discover:
Mention volume and conversation trends.
Audience sentiment and engagement patterns.
Where and when conversations are happening.
Personalized AI search suggestions to get started faster.

Save & Monitor Topics

Save searches as topics to unlock deeper insights and monitor conversations over time.
Explore 7, 15, or 30 days of historical insights.
Analyze engagement, conversations, posts, and audience information.
Manage your monitored topics, with the flexibility to pause or resume them.

Get Notified with Smart Alerts

Stay informed when important metrics change.

Monitor mentions, sentiment, engagement, impressions, and share of voice.
Customize alert sensitivity and recipients.
Receive daily or weekly email notifications.

Social Listening Is Now Under Trends

Your existing Social Listening experience is now available under the Trends tab within Social Intelligence, alongside the new Overview, Explore, and topic-monitoring capabilities.

👷

How to use this feature

Navigate to Marketing → Social Planner → Social Intelligence.
Open Overview to explore your brand and industry insights.
Use Explore to search for a brand, keyword, or topic.
Click Save as topic to unlock detailed insights and ongoing monitoring.
Create Alerts to receive notifications when important metrics change.

💡

Why it matters

Know your audience: Understand conversations, sentiment, and emerging interests.
Spot opportunities: Discover relevant topics and content inspiration.
Stay ahead: Track competitors and get notified about meaningful changes.
Save time: Bring social discovery, monitoring, and insights into one workspace.

📝

Notes

Social Intelligence is available to selected users during Limited Beta.
Each location gets 100 searches for the entire Beta period.
Up to 50 topics can be actively monitored per location. Paused topics do not count toward this limit.
Each topic supports up to 3 alerts.
Overview provides insights from the last 7 days, while saved topics support 7, 15, and 30-day lookback periods.
Platform and metric availability may vary depending on the underlying social data source.
The dedicated Competitors tab is coming soon. Competitor comparisons are available within Overview.

October 26, 2026

new

Social Planner

Social Planner: Invite clients to connect social accounts

Make social account onboarding faster, easier, and more secure

With Social Connect Invite, agencies can send clients a secure, password-protected invite link that lets them connect their own social accounts, without giving clients access to the sub-account or asking them to share credentials.

Once connected, the social accounts are automatically added to the agency's sub-account, making client onboarding significantly smoother.

🚀

What's New

Create Secure Invite Links: Generate a dedicated Social Connect invite with either an auto-generated or custom password to securely share with your client.

Share Invites Your Way: Send the invite directly from Social Planner or copy the invite link and password and share them with your client through your preferred communication channel.
Let Clients Connect Their Own Accounts: Clients can use the invite link to securely connect their social accounts through an external page—without needing access to your HighLevel sub-account.

Once the connection is complete, the social accounts are automatically added to the appropriate sub-account.

🧩

Manage All Your Invites

View and manage your Social Connect invites from:
Settings → Manage Links → Social Connect Link

From here, you can:

Extend an invite's validity
Regenerate an invite
Revoke an invite

🎯

Why It Matters

Social account onboarding shouldn't require sharing workspace access or coordinating credentials.

With Social Connect Invite, agencies can:

Simplify client social account onboarding
Let clients connect their own accounts securely
Avoid giving clients unnecessary sub-account access
Reduce back-and-forth during account connection
Manage all client connection invites from one place

👷

How to Use

Go to Settings → Labs and enable Social Connect Invite.
Navigate to Marketing → Social Planner → Settings → Social Accounts.

Click on "+ Socials"

Select Social Connect Invite and generate an invite link.
Share the invite link and password with your client.

Your client connects their social accounts through the secure external page.
Once connected, the accounts automatically appear in your sub-account.
You can manage your existing invites from: Settings → Manage Links → Social Connect Link

From here, you can:

Extend validity of an invite
Regenerate an invite
Revoke an invite

📝

Notes

Invite links expire 30 days after creation.
You can extend or regenerate invites from Settings → Manage Links → Social Connect Link.
Anyone with both the invite link and password can connect social accounts to your sub-account, so only share them with trusted clients.
Revoking an invite immediately disables access.

October 26, 2026

new

Reputation

Reputation widgets to Location Dashboards

We’ve added Reputation widgets to Location Dashboards, giving businesses a single place to track review requests, customer reviews, and response performance without leaving the Dashboard.

Users can now build reputation-focused dashboards with configurable widgets, filters, and date ranges to monitor performance at a glance.

🚀

What’s New

16 new Reputation widgets in the Dashboard widget library
Track the full reputation journey across:
Review Requests
Customer Reviews
Review Responses
Filter by
d
ate range, rating, source/page, and response status
Add, resize, and arrange widgets to create a custom reputation dashboard
View Reputation data alongside other Dashboard metrics

✅

Review Request Insights

Track review request performance with widgets such as:

Requests sent
Requests by channel
Requests by status
Requests trend
This helps businesses understand request volume, delivery, and channel performance.

✅

Review Insights

Monitor customer feedback directly from the Dashboard with metrics including:

Total reviews
Reviews by rating
Reviews by source
Reviews by sentiment
Reviews trend
Average rating
Ratings trend

✅

Response Insights

Track how effectively reviews are being responded to with widgets such as:

Response rate
Average response time
Response rate trend
Average response time trend
AI vs manual response visibility

✅

Flexible Dashboard Experience

Users can:

Add widgets from the Reputation category
Apply quick filters
Change date ranges
Resize and reorganise widgets
Combine Reputation metrics with other business data
Add Custom metrics

🎯

Why This Matters

Agencies and businesses can now surface reputation performance directly on the Location Dashboard directly.

This makes it easier to

show proof of work, monitor review volume, track response performance

, identify gaps, and give clients a clear snapshot of their reputation health from one place.

October 26, 2026

new

Automations

Social Planner

Integrations

Conversations

Contacts

Social Comments in Conversations

Turn social engagement into conversations, leads, and opportunities — all from one inbox.

With Social Comments in Conversations, comments on posts published through Social Planner now appear directly in the Conversations Team Inbox, alongside SMS, email, and DMs. Your team can respond to comments, continue conversations privately, identify high-intent leads, and automate follow-ups without switching between platforms.

What's New

1. Social Comments in the Team Inbox

View social comments directly in Conversations with key context including:
Commenter name or social handle
Comment preview
Original post
Social platform
Timestamp

Use the Social Comments filter to quickly find and manage social comment conversations.

2. Post Context in Every Conversation

Every social comment conversation includes the original post, giving your team the context they need before responding.
View the post thumbnail, caption, social account, platform, and a View Post link to open the original post.

3. Automatic Contact Creation

Every new commenter is automatically created as a contact, making it easier to turn social engagement into a lead.
If someone comments again, their existing contact is matched automatically, preventing duplicate contacts.

4. Public Replies & Private DMs

Respond directly from Conversations:

Public Reply: Reply underneath the original social comment.
Send DM: Continue the conversation privately through a standard DM thread in the inbox.

This lets your team move from a public interaction to a one-to-one sales conversation without leaving HighLevel.

5. Prioritize High-Intent Comments

Focus on the comments most likely to become leads by adding buying-intent keywords such as “price,” “interested,” or “how much.”
You can also prioritize comments that contain questions, helping your team quickly identify potential purchase intent.

You can configure these settings from Social Planner Settings too.

6. Agency & Channel-Level Controls

Agency admins can control comment sync for eligible sub-accounts from:
Agency Settings → Social Comments

At the sub-account level, choose which connected social platforms should sync comments from:
Marketing → Social Planner → Settings → Comments

Why It Matters

Social comments are often the first signal of customer interest. Now, teams can turn that engagement into action by:

Turning social engagement into leads and opportunities
Managing social conversations alongside all other inbox conversations
Responding faster without switching platforms
Automatically capturing commenters as contacts
Prioritizing high-intent conversations
Reducing context switching between Social Planner and Conversations

Supported Platforms

Available at launch:

Facebook
Instagram
TikTok

Coming soon:

LinkedIn
YouTube
Pinterest
Threads
Bluesky
Community

Notes

Only comments on posts published through Social Planner are synced to Conversations.
Enabling comment sync automatically creates contacts for new commenters.
Disabling comment sync stops new comments from syncing but does not delete existing contacts, conversations, or workflows.
Existing comment workflow triggers continue to work as before.
Comment management in Social Planner continues to work as usual.
If a social account connection expires, reconnect the account from Social Planner Settings to resume syncing.
Instagram DM and Instagram interactive messenger workflow actions aren't supported for Instagram accounts connected through Facebook in Social Planner.

October 26, 2026

new

improved

Conversations

Conversations: Search Messages by Keyword

Overview

You can now search for any word or phrase across your Conversations inbox, and within a single conversation. Until now, finding a specific message meant scrolling through the thread manually or guessing which contact had said it, and as accounts grew this became slow and unreliable. With keyword search, you can pull up the right conversation and jump straight to the exact message in seconds.

What’s New?

We’ve introduced keyword search at two levels in Conversations.

Cross-conversation search lets you find every conversation where a word or phrase was mentioned. Type a keyword in the search box and results appear as you type, with the total count and a preview of the matching message for each contact, keyword highlighted. Click a result to open that conversation at the match. The same search box also accepts a contact name, email address, or phone number.
In-conversation search lets you find a specific message inside one contact’s thread. Every match is highlighted, a counter shows where you are (for example 6/6), and up / down arrows jump between matches. If you arrive from a cross-conversation search, the keyword is already filled in.

Results can be narrowed with filters for Date range, Channel (Email, SMS, Facebook, WhatsApp, Instagram),Direction, Owner, Has attachments and Followers. For example, if a customer mentioned a competitor’s name last week but you can’t remember who, search that name across the inbox and open the right thread immediately. Or if you’re in a long conversation and need the price you quoted, search the amount and jump directly to it.

How to Use

Go to Conversations. Click the search icon at the top of the conversation list on left nav bar.
Type a keyword, name, email, or phone number. Results appear as you type.

Click a result to open the conversation at the matching message.

Inside a conversation, click the search icon in the header to search within that thread, and use the up / down arrows to move between matches.

Use the filter icon on the results list to narrow by date, channel, attachments, direction, owner, or followers.

Why It Matters

This helps teams find past context fast, whether it’s a quoted price, a promised date, a complaint, or a product mention, without scrolling or relying on memory. Keyword search was one of the most requested features on our Ideas Board and a recurring theme in customer feedback, and it brings Conversations in line with what users expect from any modern messaging inbox.

October 26, 2026

new

improved

Conversations

Conversations: Expanded Filtering Capabilities

Overview

We've expanded the filtering capabilities in Conversations with six new filters, giving users more control over how they organize and manage their inbox. Users can now filter conversations by Channel Account, Last Call Status, Contact Type, Opportunity Pipeline, Opportunity Stage, and Opportunity Status. Previously, finding conversations associated with a specific phone number, missed call, or opportunity required manually scanning the inbox or switching between Conversations, Contacts, and Opportunities. With these new filters, teams can quickly narrow down their inbox, identify conversations that need attention, and take action faster. All six filters can also be combined with existing filters using AND/OR conditions.

What's New?

We've introduced six new filters in the Conversations filter panel:

Opportunity Pipeline: Filter conversations based on the pipeline associated with a contact's opportunity. If a contact has opportunities across multiple pipelines, the conversation appears if at least one opportunity matches the selected pipeline. Teams managing multiple sales pipelines can focus on conversations associated with a specific sales process.
Opportunity Stage: Filter conversations based on the stage of a contact's opportunity. Available stages are displayed based on the selected pipeline. Sales reps can quickly find conversations with contacts in stages such as Appointment Scheduled, Proposal Sent, or Negotiation and prioritise follow-ups.

Opportunity Status: Filter conversations based on the status of a contact's opportunity: open, won, lost, abandoned. Teams can focus on active opportunities, reconnect with lost deals, or review conversations associated with closed opportunities.
Channel Account: Filter conversations based on the specific channel account associated with the most recent message, such as: a specific phone number, connected Facebook page, connected Instagram account. Agencies managing multiple phone numbers or social accounts can focus on conversations associated with a particular number or page instead of navigating through the entire inbox.

Last Call Status: Filter conversations based on the outcome of the most recent call, such as: completed, no answer, voicemail. Sales and support teams can quickly identify unanswered calls or voicemails and prioritise callbacks.
Contact Type: Filter conversations based on the contact's type, including Leads, Customers, and any custom contact types configured in the sub-account. Teams can separate conversations with leads from those with existing customers, making it easier to manage sales follow-ups and customer support.

How to Use:

Go to Conversations. Click the Filters icon at the top of the conversation list.
Open the Filter Type dropdown and pick one of the new filters.
Select one or more values, such as a channel account, a call status, or a pipeline stage, and click Apply.
Add more filters to combine conditions. Use Clear to reset the inbox.

Why It Matters

This brings CRM context into the inbox so teams can act on the conversations that matter right now: the missed calls that need a callback, the open deals waiting on a reply, or the customers who need support, without scrolling past everything else or jumping between Conversations, Contacts, and Opportunities.

October 25, 2026

new

Social Planner

Create Workflows with Social Planner Posts

Turn social media activity into automated actions!

With the new Social Planner Posts trigger in Workflows, you can automate your social media operations based on post statuses and publishing events. From tracking failed posts and streamlining approvals to monitoring published content, build workflows that keep your team informed and reduce manual follow-ups.

🚀

What's New

Trigger Workflows Based on Post Status

Automate actions throughout the social publishing lifecycle using the following statuses:

Approval Requested:
Take action when a post is submitted for approval.
Approved:
Trigger actions when a post is approved.
Approval Rejected:
Notify your team when a post's approval is rejected.
Scheduled:
Take action when a post is scheduled for publishing.
Published:
Trigger follow-ups when a post is successfully published.
Failed:
Alert your team when a post fails to publish so they can investigate and take corrective action.

Filter by Category, Platform, and Post Type

Fine-tune your workflows to target the right content using flexible filters:

Category:
Automate workflows for specific content categories, such as promotions, announcements, or educational posts.
Platform:
Choose from Facebook, Instagram, Bluesky, Google Business Profile (GBP), LinkedIn, Pinterest, Threads, TikTok, and YouTube.
Post Type:
Apply different automation rules to Carousels, Posts, Reels, Shorts, and Stories.

Target Specific Social Accounts and Tags

Create more precise workflows using connected Social Planner accounts and existing post tags. This is especially useful for agencies managing multiple brands, clients, and social profiles with different publishing requirements.

👷

How to Use

Go to Automation → Workflows.
Create a new workflow or open an existing one.
Add the Social Planner Posts trigger.
Configure the filters you need, including category, platform, post status, post type, social account, and tags.

Add your desired workflow actions, such as internal notifications or follow-up actions.

Save and publish your workflow.
Once configured, the workflow will trigger when a Social Planner post meets the selected conditions.

💡

Why It Matters

Social media management involves more than creating and scheduling posts. Teams also need to coordinate approvals, monitor publishing status, and respond quickly to failures.

With Social Planner triggers in Workflows, you can:

Reduce manual monitoring
by automating actions around post statuses.
Speed
up issue resolution with notifications for failed posts.
Simplify approvals
by automating actions when posts are submitted, approved, or rejected.
Improve team coordination
by keeping stakeholders informed about publishing activity.
Scale automation
across multiple platforms, social accounts, categories, and campaigns.

📝

Notes

Only social accounts connected through Social Planner are supported.
Social accounts connected through Integrations are not supported yet; support is in progress.
Workflows trigger based on the configured filters and the Social Planner post conditions that are met.

October 24, 2026

new

Introducing New Templates

We are thrilled to announce our new web templates, designed to elevate your marketing efforts. Whether building a website, creating a sales funnel, or sending email campaigns, our versatile and user-friendly templates have you covered. Fully customizable and professional, they streamline your workflow, saving you time and letting you focus on engaging your audience and driving results.
List of New Templates
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🚀 1 New Funnel Templates Published
  🚀
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Financial - 1
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🚀 1 New Survey Templates Published
  🚀
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Marketing Agency - 1
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🚀 8 New Social Templates Published
  🚀
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Travel & Hospitality - 2
Creative - 2
Restaurant and Bar - 2
Automotive - 2
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🚀 2 New Facebook Ad Templates Published
  🚀
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Real Estate - Licensed Real Estate Agent
Restaurant and Bar - Prime Steakhouse & Grill
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🚀 5 New Google Ad Templates Published
  🚀
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Home Services - Landscape Design
Health & Wellness - Mental Health Clinic
Finance - Strategic Financial Investor
Creative - Dance Schools
Business Coaching & Consulting - Author Coaching
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🚀 5 New LinkedIn Ad Templates Published
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Business Coaching & Consulting - Government Contracting Consultant
Creative - Packaging Designer
Finance - Commercial Collections Agency
Insurance - Commercial Fleet Insurance
Insurance - Surety Bond Agency
Marketing Agency - Email Marketing Agency
Real Estate - Property Tax Consultant
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🚨 52 New WhatsApp Message Templates Published
  🚨
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Automotive - Auto Dealership - 2 (English & Spanish)
Beauty & Fashion - Nail Salon - 2 (English & Spanish)
Business Coaching & Consulting - Life Coach - 2 (English & Spanish)
Creative - Web Designer - 2 (English & Spanish)
Finance - Loan Provider - 2 (English & Spanish)
Home Services - HVAC - 2 (English & Spanish)
Legal - Defense Lawyer - 2 (English & Spanish)
Medical - Chiropractor - 2 (English & Spanish)
Other - Pet Groomer - 2 (English & Spanish)
Real Estate - Real Estate Agent - 2 (English & Spanish)
Restaurant & Bar - Brewery - 2 (English & Spanish)
Travel & Hospitality - Travel Agent - 2 (English & Spanish)
Automotive - Automotive Mechanic - 2 (English & Spanish)
Beauty & Fashion - Day Spa - 2 (English & Spanish)
Business Coaching & Consulting - Career Coaching - 2 (English & Spanish)
Creative - Interior Designer - 2 (English & Spanish)
Finance - Credit Repair - 2 (English & Spanish)
Health & Wellness - Nutrition & Wellness - 2 (English & Spanish)
Home Services - Electrician - 2 (English & Spanish)
Insurance - Health Insurance - 2 (English & Spanish)
Legal - Family Attorney - 2 (English & Spanish)
Marketing Agency - Marketing Agency - 2 (English & Spanish)
Medical - Dermatology - 2 (English & Spanish)
Real Estate - Home Inspector - 2 (English & Spanish)
Restaurant & Bar - Coffee Shop - 2 (English & Spanish)
Travel & Hospitality - Bed and Breakfast - 2 (English & Spanish)
Note: Below are screenshots of some of our new templates. Visit the Template Library to explore the full selection of WhatsApp templates.
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📣 1 New Snapshot
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Health & Wellness - Gym

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