Changelog
Follow up on the latest improvements and updates.
RSS
improved
Chat Widget
Conversation AI
Personalize Your Chat Widget’s Contact Form Prompt
🔍 Overview
Give your visitors a warm, on-brand welcome before they share their details. The new Contact Form Message lets you replace—or remove—the default contact form prompt, so every chat starts exactly how you want it.
⚙️ How to Use
- Navigate: Go to Chat Widget builder → Chat Window → Live Chat Assigned.
- Enable: Flip on Enable Contact Form.
- Customize: Type your message into Contact Form Message. Leave this blank to jump straight to the form.
- Click Save at the top right—your new prompt goes live instantly!
💡 Why We Built This
*
On-Brand Conversations:
Speak in your own voice from the very first chat.*
Higher Engagement:
A clear, personalized prompt helps visitors know exactly what to do.*
Simplified Setup:
One toggle and one text box—that’s it!📚 Resources
*
Help Center Article:
TBDEnjoy your more personalized chat flow—no extra steps needed! 🎉
What’s New?
Human Handover for Conversation AI
Your AI bot can now automatically hand off conversations to a human when it detects it's no longer the best fit to assist. Whether it’s a complex question, repeated failures, or a direct request like “Can I speak to a human?”, the bot ensures your customers aren’t left frustrated.
This feature is released via labs
How It Works?
1. Enable Human Handover
- Go to Bot Goals.
- Select Human Handover and toggle it ON to start configuring.
2. Choose a Scenario to Trigger the Handover
Pick from predefined handover triggers:
- Contact Request: When the user asks for a human.
- Example: “I want to talk to a human”, “Can someone real help me?”
- Lack of Information: When the AI doesn’t know the answer.
- Failed to Resolve Issue: Triggered after 2 failed attempts by the AI to help.
3. Configure What Happens Next
- Customize the handover workflow:
- Assign Conversation to a User
- Choose a staff member or auto-assign based on existing assignment.
4. Create a Task
- Checkbox to auto-create a task.
- Default description: "will be created by AI", due in 24 hours.
5. Send a Closing Message
- Default: "Thank you! Someone from the team will get back to you."
6. Pause the Bot
- Temporarily disable AI messages for a specific time.
7. Create Tags
- Default tag: human_handover
8. Manage Notifications for Human Agents
- Make sure staff are alerted when they’re assigned:
- Go to Settings > My Staff
- Choose the user.
Enable these in Notification Settings:
✅ When a conversation gets assigned to me
✅ When a task gets assigned to me
📝 Notes
A maximum of 6 handover actions per bot can be configured.
new
Phone System
Use Physical Deskphones linked to your CRM (SIP Endpoints)
19th of June, 2025
Use your physical Deskphone with GHL (SIP Endpoints)
- Use a VoIP deskphone that's always connected to your CRM
- Make Outbound and Inbound calls with your Deskphone
- Blind Transfer calls to your team members
- Use call recording and transcription
- Available via Labs
Enable via Labs:
Under subaccount Settings > Phone Numbers > Advanced Settings > VoIP Deskphone (SIP):
Setup a SIP user and device:
Test your Deskphone:
Manage SIP devices:
---
Please note, the limit for Ring all users reduces from 7 to 6 in order to make space for the VoIP deskphone.
new
Payments
Invoicing
Funnels and Websites
E-Commerce Stores
International Automatic Taxes (Includes VAT)
Business can now
configure and apply automatic taxes for multiple countries
including and outside the United States, ensuring accurate, compliant tax calculations across global checkouts.What's New?
- Businesses can select multiple countries for automatic tax calculation and also add country-specific VAT IDs or local tax ID numbers.
- Businesses can configure and manage nexus addresses to determine tax obligations in different geographies.
- Taxes are automatically applied on checkouts and invoice payments based on the customer’s address.
- Applicable across all checkout types — Funnels, Payment Links, Invoices, and Estimates, Ecommerce Stores— for all payment providers.
- Product-level configuration now supports global auto taxes.
- List of countries where automatic tax calculations would work is available in the list of Nexus Addresses.
- Any country where the business is required to collect taxes should be added to the list of nexus addresses. In case of US & Canada, respective states should be added wherever tax calculation is required.
- Adding countries/states can be done as a bulk action by selecting multiple countries/states in one go.
- Deleting countries/states need to be an individual activity but deleting a country with states separately added like Canada, will also delete the status from the list of Nexus address.
- A business can also plug in their Tax ID when adding a nexus address for a country- If there are additional tax benefits or applications based on the ID, it would be considered on the checkouts while calculating the taxes.
- This business Tax IDcan be edited from the list of configured nexus addresses.
For Existing US Automatic Tax users:
- A guided migration flow is made available in the same tax setting UI.
- Can Reconfigure the new global system via the UI.
- Will need to reconfigure nexus addresses and auto tax settings for all sub-accounts and products.
- Deprecation plan in place for the old US Auto Tax system in 6 months with clear warnings and fallback behavior.
What's Next?
- Capturing Business identification numbers or relevant tax IDs on all checkouts in case the end customer is a business to recalculate taxes based on the tax category, address as well as the business id.
- Enabling/Disabling automatic taxes on a product level.
- Cross border taxes (Custom Duty taxes) - In case a product is purchased and sold in different countries
Where can I configure automatic taxes
- Global tax setting - Payments > Settings > Taxes > Automatic Taxes
- Product level settings - Payments > Products > Edit/Create > Product Tax Code
Visuals
new
App Marketplace
Conversation AI
Voice AI
Marketplace | Conversation AI and Voice AI templates
[Now available in Labs]
What’s New?
1. A seamless marketplace listing journey for Agent builders
- “Sell this agent on Marketplace” flow for agency owners & admins on both ConvAI and Voice AI pages.
- Package AI agent templates with assets required to power the agents’ actions - workflows, calendars, custom fields & values.
- Seamless deep-link into the Developer Portal to prefill listing details post-sign-in and simplify the builder experience.
2. An intuitive buyer journey
- Option to choose “Marketplace Templates” while creating agents on the Conversation AI and Voice AI pages
- Customised agent cards in the Marketplace showcasing agents’ avatar, use-case, agent description, install count, ratings, and more.
- Embedded chat widget for Conversation AI to try agents before installing.
3. Agency Controls
- An agency-first approach with granular controls for agencies on how they wish to offer AI agent templates to their sub-accounts.
How to Use This Feature
1. List Your Conversation or Voice AI
- Enable the Conversation AI Templates and Voice AI Templates features in Labs.
- Navigate to the Conversation AI or Voice AI listing page as an agency owner/admin.
- Select which agents you wish to sell and click on “Sell Template on Marketplace”
- Follow the deep-link into the Developer Portal, complete sign-in/sign-up, and submit your listing.
2. Discover and Install Agents
- In Conversation AI or Voice AI page, click “Create Bot/Agent” → select “Marketplace Templates”.
- Select the preferred agent and click “Install”; you can test in the widget preview before confirming.
3. Reuse Existing Templates/Agents
- Go to the “Installed Agents” tab to view and deploy any previously packaged listings.
4. Configure Agency Settings
- Under Marketplace Settings, toggle visibility rules for your sub-accounts to control which listings they see.
Why Is This Important?
- Expert AI agent builders can now offer their solutions to the broader HighLevel community and monetise from it.
- The templates enable agencies and sub-accounts to discover and install relevant agents for their business, enabling them to get started quickly with powerful AI templates built by experts.
What’s Next?
1. Agent Templates built by HighLevel
- The HighLevel AI team will build and publish an elaborate set of agent templates for Conversation AI and Voice AI.
2. Advanced Search & Filtering
- We will implement search and filtering capabilities to enable users to discover the most relevant templates.
3. Ability to test a Voice AI agent before purchasing the template
- Similar to the Conversation AI buyer experience, we will add the ability for buyers to have a test voice-call with the agent before buying it from the Marketplace.
improved
new
SaaS Mode
Sleek New Look for Your Sub-Accounts Page is Here!
We’ve redesigned your Sub-Accounts List page to make it faster, clearer, and more powerful. You’ll now find it easier than ever to manage clients — with a fresh look and new features to boost your workflow.
Note:
This is a Labs release, and can be enabled by going to Agency Settings > Labs
.✅
What’s New
- Cleaner UI:A modernized design that makes scanning and managing accounts easier
- Advanced Filters:Quickly sort and find accounts based on your criteria
- Bulk Actions:Select and manage multiple sub-accounts in one go
- Better Performance:Faster, smoother, and more responsive
This update is now live for agencies on the Starter and Unlimited plans, bringing you the same great experience already available to our Pro plan users.
new
Email Builder
Countdown Timers
Hide Countdown Timers in Apple Mail
Problem Statement
For contacts using Apple Mail on iOS 15+, countdown timers were being pre-cached, showing inaccurate countdowns when the email was opened.
What’s New
You can now hide timers for Apple Mail users to avoid showing incorrect countdowns. Just enable a simple checkbox in the timer settings.
How to Use
- Go to Marketing → Countdown Timer
- In Timer Styling Settings, check "Hide for Apple users"
- Use the timer in any email as usual
Note
To ensure proper redirection regardless of device or email client, always use the dynamic link in a button.
new
Payments
Invoicing
Customize Payment Links with Your Brand Colors
What’s New
Payment links just got a visual upgrade! Whether you’re closing a deal or selling a product, your links can now reflect your brand personality—down to the colors and buttons.
- Brand Board Integration: Now you can apply your Brand Board styling directly to all your payment links—logos, colors, button shades, and more.
- Custom Theme Builder: Prefer to fine-tune? Use the "Choose Theme" option to set custom background and button colors
- See live preview instantly
How to use?
- Go to Payments -> Settings
- Payment Link customization
- Select Brand Board or Custom Colors as per your requirement
- Save and all your payment links will now appear in this new theme
Why We Built This?
- To ensure your payment links are as per your brand theme and you can use them in flows wherever needed while keeping the brand voice consistent.
improved
Documents & Contracts
Improved Document Sending Modal
What’s New?
We’ve made a couple of handy updates to make your document-sending experience faster and clearer!
- Edit Icon- Now Always Visible: The Edit icon is now permanently visible on the document send modal screen, so users know exactly where to click if they want to tweak the email before sending.
- Email Template Dropdown: You can now choose the exact email template you want to use before sending a document.
Why We Built This?
- Many users didn’t realize emails were editable before sending.
- Selecting the right email template wasn’t easy or obvious
new
improved
Subscription Management
🚀 New: Revamped Payment Modal with Multi-Method Checkout
Say goodbye to single-track payments! Our new flexible payment modal lets Agencies and Locations breeze through checkout with the method that suits them best—plus smart fall-backs when something goes wrong. This new flexible-payment is available for
all your Subscription based product purchases.
✨ What’s New
Three payment options, one sleek modal
- 💳 Pay with Card– Now with Multi-Card Support
- Use your default saved card or add another card on the fly.
- Perfect fallback for failed/expired transactions.
- Previously limited to one card — now you can store and switch as needed.
- 💰Pay with Wallet
- Use wallet balance directly to complete the transaction.
- Clear success/failure status when balance is insufficient.
- 🏢 Company Direct Purchase (Agency Admins and users only)
- Allows agency to cover the cost of a Location’s subscription.
- Completely hidden from Location users.
🔄 Smart Fall-backs Built In
- If one payment method fails, switch to another without leaving the modal.
- Friendly, actionable error messages like “Card Declined – Please Add Another”.
🛡️ Role-Based Access Control
- Only eligible users see relevant payment methods, preventing confusion or misuse.
🔧 How It Works
- Go to any subscription based product purchase (Whatsapp/AI Employee) → Purchase.
- Pick your preferred payment mode.
- Complete the purchase—or flip to another method if you hit a snag.
Success! 🎉 (We’ll confirm instantly inside the modal.)
🎯 Why You’ll Love It
- 🚀 More Control – Add, manage, and switch between multiple cards.
- ⚡ Faster Checkout – Complete payments without navigating away.
- 💲 Reduced Drop-off – Multiple fallback paths = fewer failed purchases.
👀 Availability
- Agency Admins & Users: all three options.
- Location Users: card & wallet only.
🗒 Heads-Up on Edge Cases
- Wallet low? We’ll prompt you to top-up or switch methods.
- Card expired? Add a new one right in the modal—no page refresh needed.
Have Queries? Feel free to drop a message at reshma@gohighlevel.com for anything related to GHL.
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