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Follow up on the latest improvements and updates.
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Payments
PayPal Keyless OAuth Integration
What is new?
We have launched a new keyless PayPal connection experienceusing PayPal’s OAuth based integration and their latest integration SDK. This makes connecting PayPal faster, simpler, and more future ready as PayPal expands supported payment methods globally.
Here is what this enables for you:
- Frictionless setup- Subaccounts no longer need to search PayPal for API keys or credentials. They can connect PayPal in a few clicks with no manual configuration.
- Venmo support- Venmo can now show on checkout alongside PayPal and Pay Later, when available for the buyer.
- Faster access to new PayPal capabilities- As PayPal adds and upgrades methods, we can enable more of those capabilities on our side more quickly. Examples planned include direct credit and debit card processing, off session charging, manual subscriptions, and Apple Pay.
What you need to do?
- New accounts- All new accounts will see this new integration option by default.
- Existing accounts- To switch to the keyless connection, go to the PayPal integration 'Manage' section and click 'Reconnect'. You would be redirected to PayPal page to finish setup.
Note - This feature is available in Labs now and will be generally available on January 14, 2026. To enable it for subaccounts, go to Agency Dashboard, open Agency Settings, select Labs, open the Subaccounts tab, find PayPal Keyless Integration, and activate it.
Why it matters?
- Faster onboarding - Subaccounts can start accepting PayPal payments without technical steps or credential hunting.
- More ways to pay can improve conversions - Adding Venmo and expanding payment options gives buyers more flexibility at checkout.
- A more future proof integration - This SDK based approach helps you benefit from PayPal’s evolving payment methods with fewer changes required from your side.
What is next?
- Native credit and debit card support - Card payments will happen directly in checkout without PayPal redirection. Off session charging and manual subscription creation are also planned.
- More payment methods - Apple Pay, Google Pay, iDEAL, etc are planned after we complete testing.
- Payment method configuration - Settings to control which methods are enabled or disabled based on your preference.
- Improved checkout experience - Faster, smoother checkout flows designed to help increase conversion rates.
Visuals
New subaccount integration experience
PayPal redirection
Post Successful connection
Reconnection option for existing integrations
Overview
Files shared on WhatsApp—such as photos, videos, PDFs, and documents—are often critical to customer conversations. Until now, these files could disappear automatically due to WhatsApp’s built-in limitations.
With this release, WhatsApp media inside the CRM is now reliable, long-lasting, and easy to manage. We’ve introduced two related improvements that ensure important WhatsApp files are never lost and can be stored alongside your customer records.
What’s New
- WhatsApp Media Is Now Retained for 1 Year
- All WhatsApp media is now automatically stored in the CRM for up to 1 year, including:
- Inbound media (files sent by customers to your business)
- Outbound media (files sent by your business to customers)
This works by default—no setup required.
Inbound vs Outbound Media
- Inbound media
Files your customers send you on WhatsApp
Example: photos, videos, or documents sent by a customer
- Outbound media
Files your business sends to customers on WhatsApp
Example: invoices, proposals, brochures, or images you send
Why This Matters
- WhatsApp has strict limits on how long media files remain available:
- Inbound media expires after 7 days
Customer-sent files can stop loading or become unavailable after a week.
- Outbound media expires after 30 days
Files sent by your business may stop working after a month.
- Once expired, those files cannot be recovered—leading to missing documents, broken conversation history, and frustration.
What’s changed:
We now securely store WhatsApp media inside the CRM before it expires, so you can continue accessing it for 1 full year, even after WhatsApp removes it.
“Add to Documents” for WhatsApp Media
What’s New
You can now save important WhatsApp attachments directly to a contact’s Documents folder using a new “Add to Documents” option.
This works for:
Inbound WhatsApp media
Outbound WhatsApp media
How It Works
Click on any WhatsApp media attachment
Select Add to Documents
The file is saved instantly to the contact’s Documents section
The experience mirrors the familiar Email & SMS attachment workflow, so it feels intuitive and consistent.
Why Businesses Should Use This
While all WhatsApp media is automatically stored for 1 year, adding files to Documents helps you:
Organize critical files in one place
Keep customer records clean and complete
Ensure consistency across Email, SMS, and WhatsApp
Easily reference files for follow-ups, audits, or handoffs
Real-World Examples
🏗 Contractor: Saves site photos sent by a customer on WhatsApp for future reference.
🏥 Clinic: Retains patient documents shared on WhatsApp without worrying about expiration.
💼 Sales Team: Stores proposals and invoices sent via WhatsApp alongside email attachments.
Business Impact
📂 No more lost WhatsApp files due to 7-day or 30-day limits
🧘 Reduced manual downloads and workarounds
🔗 Complete customer documentation across channels
⭐ More professional, reliable CRM experience
📉 Fewer support tickets related to expired media
new
Missed Call WhatsApp Back
Overview
Missed calls often mean missed revenue. To close this gap, we’ve launched Missed Call WhatsApp Back — a simple, built-in way to automatically follow up with customers on WhatsApp when a business misses a call.
Instead of relying on complex workflows or SMS-only responses, businesses can now instantly acknowledge missed calls on WhatsApp, where customers are far more likely to read and respond.
Summary
With Missed Call WhatsApp Back, your business automatically sends a WhatsApp message to customers when a call goes unanswered. This ensures every missed call still turns into a conversation — without any workflows, manual follow-ups, or additional setup.
What’s New
- ✅ Automatic WhatsApp follow-up on missed calls When enabled, a WhatsApp message is automatically sent to the caller as soon as a call is missed.
- ✅ New setting added A new toggle is now available under:
- Settings → Phone System → Voice → Missed Call Text Back.
- From here, businesses can enable WhatsApp follow-ups with a single click.
- ✅ Pre-approved WhatsApp template (ready to use)
- The feature comes with a pre-filled, approved WhatsApp template:
“Hi this is {{location.name}}, I saw that we just missed your call. How can I help?”
This means you can go live immediately — no waiting for template approvals.
✏️ Fully customizable message
Businesses can customize the message to match their brand and use case, including support for personalization variables such as:
{agent_name}
{booking_link}
{business_hours}
Note: Customization is done directly within the Missed Call WhatsApp Back setting, not from the WhatsApp → Templates page.
📱 Sent from your default WhatsApp number
The WhatsApp message is always sent from your default WhatsApp number, ensuring a consistent and trusted customer experience.
🔁 Works alongside existing workflows
This feature works in addition to any workflows you’ve already configured for missed calls.
If you’re using workflows to send WhatsApp messages or trigger automations, they will continue to run as expected.
Why Businesses Should Use This Feature
- Never lose another missed call
Missed calls often happen during peak hours, after business hours, or when teams are understaffed. This feature ensures customers are acknowledged instantly — even when no one can answer the phone.
- Meet customers where they already are
Customers are far more likely to open and respond to WhatsApp messages than SMS or voicemails. Following up on WhatsApp dramatically increases engagement and response rates.
- No workflows. No complexity.
Unlike workflow-based solutions, this feature:
Requires no automation setup
Goes live in minutes
Works out of the box with an approved template
- Faster responses = higher conversions
A quick WhatsApp message reassures the customer that their call mattered, keeping them warm and increasing the likelihood they’ll continue the conversation.
Real-World Examples
🏥 Local Clinic
A clinic misses calls during lunch hours. Instead of losing potential appointments, callers immediately receive:
“Hi this is Downtown Health Clinic. We just missed your call — would you like to book an appointment?”
Patients respond on WhatsApp and book without calling back.
🏡 Real Estate Agency
An agent misses a call while showing a property. The caller receives:
“Hi this is Prime Realty. Sorry we missed your call — would you like to schedule a viewing?”
The lead stays engaged instead of calling another agent.
🚗 Auto Repair Shop
A customer calls after hours. They instantly receive:
“Hi this is AutoCare Garage. We missed your call — our hours are 9am–6pm. Want to book a service?”
The customer books directly from WhatsApp.
How This Helps Your Business
📞 Instant engagement with missed callers on WhatsApp
⚡ Zero setup friction — no workflows required
🧠 Smarter follow-ups using personalization and context
💼 Less manual work for teams
📈 Higher conversion rates from missed opportunities
Retention & Customer Experience Impact
🔁 Ensures no customer feels ignored
⭐ Improves response time and perceived professionalism
💬 Aligns with modern customer behavior — WhatsApp messages are read and acted on faster than SMS
How to Access the Feature
- Go to Settings
- Navigate to Phone System → Voice
- Open Missed Call Text Back
- Enable Missed Call WhatsApp Back
- Customize your message (optional)
- Save — and you’re live 🎉
We’ve fixed a few issues to make SaaS onboarding and subscription management more reliable.
✅
What’s Fixed
- Phone numbers now save correctly for users created through SaaS v2 order-form checkouts.
- Sub-accounts are no longer paused unexpectedly when a subscription fails — they’ll only be paused if you’ve enabled that option in your SaaS settings.
- Improved reliability when creating new SaaS locations, preventing rare setup failures during signup.
💡
Why This Matters
These fixes improve data accuracy, prevent unexpected account pauses, and ensure a smoother experience for both agencies and their SaaS clients.
improved
SaaS Mode
Improved Stripe Checkout Reliability for SaaS Plans 💳
We’ve improved how Stripe checkout links work when created from the SaaS Configurator.
✅
What’s Changed
- SaaS checkout links now accept only card payments.
- Other payment methods (like ACH, SEPA, Klarna, Apple Pay) are no longer shown on the Stripe checkout page for SaaS plans.
💡
Why This Matters
HighLevel SaaS subscriptions require card payments to complete setup correctly. Previously, if a client used a different payment method on Stripe, the checkout could succeed—but SaaS setup would fail.
This update ensures:
- A smoother checkout experience for your clients
- Reliable SaaS enablement every time
- Fewer onboarding issues and follow-ups
No action required on your end — this improvement is applied automatically to all SaaS checkout links created going forward.
new
WhatsApp Message Rate Card Updates
Starting January 1, 2026, updated WhatsApp conversation rates will apply across select regions and message categories. These changes reflect Meta’s latest pricing updates across marketing and utility messages.
Summary of Pricing Changes
Marketing Messages
Lower rates in:
- France
- Egypt
Higher rates in:
- India
Utility & Authentication Messages
Lower rates in:
- North America
Service Conversations
- Remain FREE across all regions
Important Reminder: Service Conversations Are Free
Service conversations allow businesses to respond to customers at no cost within a 24-hour customer service window.
How the 24-Hour Window Works
The 24-hour service window starts every time a customer sends an inbound message to your business.
Within this window, businesses can send unlimited free-form messages without using paid templates.
Each new inbound customer message resets the 24-hour window, allowing continued free responses.
What You Can Send During the Service Window
- Text messages
- Media (images, videos, documents)
- Interactive messages (buttons, lists, flows)
All of the above can be sent without any charges during the active service window.
What This Means for Your Business
- Continue unlimited customer support conversations at no cost within the service window.
- Only business-initiated messages outside the 24-hour window require paid templates (Marketing, Utility, or Authentication).
- Pricing updates are applied automatically—no action is required from your side.
- Existing workflows, templates, and automations will continue to work as-is.
Learn More
For the complete, country-level pricing breakdown and billing details, refer to the updated documentation:
new
Snapshot
Guided Onboarding for Snapshots
We’ve introduced an onboarding experience in the Snapshot module to help you get started faster and with more confidence.
✨ What’s Changed
First-Time Onboarding Experience
If you haven’t created any Snapshots yet, you’ll now see an onboarding layer that walks you through the basics.
In-App Learning Resources
Access short videos and help documentation directly within the Snapshot module to learn how to:
- Create Snapshots
- Import Snapshots
- Share, push, and refresh Snapshots
Smart UI Transition
After you create your first Snapshot, the full onboarding guide automatically collapses into a compact Help panel or floating icon, so guidance is available without cluttering your workspace.
🎯 Why This Matters
- Reduces the learning curve for new users.
- Eliminates the need to search external docs for basic actions.
- Keeps help accessible exactly where and when it’s needed.
🚀 User Benefits
Faster setup with step-by-step guidance for your first Snapshot.
Always-available help through a collapsible, on-demand Help panel.
Cleaner UI once you’re familiar with the workflow.
👀 What to Do Next
Head over to the Snapshot module to explore the new onboarding guide. Watch a quick video, follow the steps, and create your first Snapshot in just a few clicks.
👀 What’s New?
- We’ve removed Meta’s regional regulated categories restriction in HighLevel Ad Manager.
- This means you can now create and publish Meta ad campaigns targeting Australia, Singapore and Taiwanwithout seeing any “not supported” warning banner.
- These regions were previously blocked due to Meta requirements (special parameters and verification constraints). That limitation is now resolved, so all the campaigns targeting these locations are fully supported in HighLevel.
👷 How It Works:
Select
Australia, Singapore or Taiwan in Audience Controls > Geographic Location
just like any other country/region.- The old restriction banner will no longer appear, because these locations are now supported.
- Campaign setup and publishing continues normally through the standard Ad Manager flow.
🌟 Why It Matters:
- Big unlock for agencies and advertisers in AU/SG/TW: you can now launch campaigns without workarounds or region changes.
- Fewer setup interruptions- no blocked flows, no “will fail to deliver” warnings.
- More confidence at publish time, build and launch campaigns knowing these regions are fully supported in-platform.
📝 Notes:
- Applies to Meta campaignscreated via HighLevel Ad Manager using location targeting forAustralia, Singapore and Taiwan.
- If you previously avoided these regions due to the restriction message, you can now target them normally.
improved
Automations
Workflows: Rich Text Editor for “Add Notes” action
What’s new
The Add to Notes action now supports Rich Text Editing - so you can format notes with bold, italics, underline, strikethrough, lists, and links for clearer, more scannable notes.
How it works
- Open Add to Notes.
- Type your message and use the toolbar to apply formatting (bold/italic/underline/strikethrough, bullets/numbering, links).
- Save - your formatted note is stored and visible anywhere notes appear.
Why it matters
Teams can highlight key details, create checklists for follow-ups, and link supporting docs - making notes easily scannable.
Preview
You can now use Service Booking variables directly while creating WhatsApp Templates and Flows.
Previously, these reminder-related variables were only available inside Workflows. With this update, the same dynamic service booking information can now be added to your WhatsApp messages, making it easier to personalize reminders and notifications.
What This Means for You
Add appointment and service booking details directly into WhatsApp templates.
Use the same dynamic variables across:
- Workflows
- WhatsApp Templates
- WhatsApp Flows
- Create more personalized and timely WhatsApp reminders without additional setup.
Why This Matters
- Simplifies building service booking reminders on WhatsApp.
- Ensures consistent messaging across automations and templates.
- Gives you more flexibility to design end-to-end booking and reminder experiences within WhatsApp.
No action is required—this improvement is available automatically when creating new WhatsApp templates and flows.
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