Voice AI already lets us call an external API, pass structured customer data, receive a response, and continue the conversation.

Conversational AI needs the same capability.

The ideal solution is custom remote MCP support. At minimum, please add a Custom Action 2.0 equivalent to Voice AI Custom Actions for SMS, Web Chat, WhatsApp, Facebook, and Instagram.

Businesses need to be able to:

Trigger an action only when the customer’s intent requires it

Collect structured information across multiple messages

Send authenticated API requests with dynamic contact and conversation data

Preserve session state throughout the conversation

Map API responses back into the AI’s next reply

Continue the same natural conversation after the action completes

Prevent duplicate or accidental actions with session and idempotency controls

Our real-world use case is booking appointments through a custom booking platform. Voice AI already does this successfully. Conversational AI currently requires fragile workflows, temporary fields, bot pausing, loops, and dozens of branches—and still cannot provide a reliable continuous experience.

This would unlock far more than bookings: quotes, orders, inventory, account support, ticketing, payment status, and other custom business systems.

Please give Conversational AI full external-action parity with Voice AI—through custom MCP servers, Custom Action 2.0, or ideally both.

If your business would benefit from this, please upvote and comment with your use case so HighLevel can see the demand.