Conversation AI now supports Email as a channel. Businesses can automate responses to incoming emails with the same intelligence and personalization available across chat channels like SMS, Facebook, Instagram, WhatsApp, and Live Chat.

This expands Conversation AI into a core business communication channel and enables a unified automation experience across chat and email.

When an inbound email is received, Conversation AI processes and responds automatically based on configured rules and context.

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The system maintains full email integrity including threading, subject lines, and recipients.

A dedicated configuration layer is available for email-specific formatting and design.

Conversation AI → Channels → Email → Advanced Settings

You must include the variable {{ai.response}} in your template.

This is where Conversation AI injects the generated response.

User name , Business name , Optional contact details such as phone or website

Define default recipients for all AI responses

A large portion of business communication still happens over email, but automation has been limited to chat channels.

With this update, businesses can:

This drives better retention and activation within Conversation AI while expanding its reach to a critical communication channel.

Filtering opportunities just got faster, cleaner, and way more powerful.

Managing pipelines just got faster—and a lot more visual.

We’re introducing a new capability to identify and manage Agency Sub-Accounts on Highlevel's Unlimited Plan ($297), designed to streamline onboarding workflows and improve operational visibility for growing agencies.

Agencies and Internal Teams can now benefit from a formally defined “Agency Sub-Account”, with system-level support, audit tracking, and API capabilities.

This creates a standardized and reliable way to identify the primary Sub-Account used for onboarding and configuration.

✅ : The Agency Sub-Account acts as a single source of truth for onboarding workflows, enabling better tracking of Launchpad progress and setup completion.

🔍 : Audit logs provide full transparency into when and how Agency Sub Account status changes, ensuring accountability and traceability.

🤖 : With API support, agencies and internal teams can now programmatically manage Agency Sub-Accounts—unlocking scalable onboarding workflows.

As agencies scale and onboarding becomes more automated, having a clearly defined Agency Sub-Account becomes critical.

• Improve retention by ensuring accurate and complete onboarding experiences

• Support scalability through API-driven onboarding workflows (for Onboarding Team)

• Enhance internal alignment with consistent signals for helping customers make faster meaningful actions

This release improves how media is selected and managed across forms, surveys, and quizzes by connecting these builders to the centralized Media Center.

Users can now book appointments in Services Calendar directly through chat using Conversation AI across all supported channels, SMS, Live Chat, Facebook, Instagram, and WhatsApp.

Instead of filling out forms, customers can simply describe what they need in natural language, and the AI agent takes care of the booking.

Conversation AI is now fully integrated with Services Calendar configurations, supporting:

The AI understands user intent (even across multiple turns), maps it to the correct service setup, and creates accurate bookings.

You can also control:

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Full lifecycle support for service bookings:

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Conversation AI strictly follows the configuration defined in your .

Any updates (services, availability, staff, etc.) must be made at the to reflect in AI bookings.

Appointment is booked and confirmed directly

Appointment is created but remains in an

Payment collection is not handled by the bot yet

Note: Conversation AI does not currently support collecting payments during the booking flow.

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Remembers user inputs even if they deviate mid-conversation

Asks clarifying questions when needed

Shows details before confirmation

Scalable foundation for upcoming calendar types and advanced conversational booking

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Support for is planned next.

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We've shipped major reliability improvements to the Workflow AI Builder, drastically reducing generation errors. This release focuses on ensuring the AI Builder delivers a consistent, error-free experience at scale.

The AI Builder previously failed to generate branches or actions involving conditions (If/Else, Wait with Condition of Contact Reply, Decision Maker, Find Contact, etc.), causing entire workflow generations to fail.

Valid workflow nodes were failing to generate, causing entire workflows to fail during creation.

Our focus for the AI Builder is on three pillars: lower error rates, low latency, and correctness of generated workflow output. We prioritized fixing these errors before going GA, and the results reflect that investment. As adoption grows, we'll continue improving AI Builder reliability to ensure workflows generate correctly and consistently at scale.

You can now measure how well Conversation SLAs are being met with the new SLA Performance Dashboard. While SLAs helped define response time expectations, there was no clear visibility into performance. This made it difficult to understand where delays were happening or how consistently SLAs were being met. This dashboard brings all of that into one place, giving you clear visibility into response times, SLA adherence, and overall performance trends.

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The SLA Performance Dashboard provides a comprehensive view of SLA adherence across messages, users, and channels. You can now see how many messages meet or breach SLAs, understand average response times, and track trends over time to identify patterns. The dashboard also breaks down performance at a user and channel level, making it easier to pinpoint where improvements are needed.

You can enable this feature from Labs - Conversations SLA Performance Dashboard. This feature is available only on the New Conversations interface. To enable the new interface, turn on CRM Redesign: Conversations and Contacts Page(Beta) from Labs.

We’ve introduced enhancements to improve email deliverability and platform security by automatically blocking emails sent to invalid or restricted domains.

Emails associated with known invalid or restricted domains are now blocked before sending.

Invalid email addresses are detected early and prevented from being used for email communication, reducing delivery failures and bounce rates.

When an email is blocked due to an invalid domain, users will see the following message:

“.”

We’ve introduced AI-powered review summary insight in the App Marketplace to help users and developers quickly understand app sentiment without needing to read through individual reviews. This feature provides a concise, structured summary of user feedback, making it easier to evaluate apps at a glance.

Marketplace app listings now include an intelligent summary generated once an app has at least 5 reviews. The system analyzes up to the 200 most recent reviews and refreshes the summary periodically as new reviews are added.

Each summary includes:

These enhancements improve discoverability, transparency, and trust in the marketplace by making review insights more accessible and actionable.