Conversations

Lead Connector notifications does not show the content of new internal chat messages. This is less than practical, would love to see the content at the notification level.

Currently, the interface displays each message as if it were sent by the current user, distinguishable only by the username, but this makes it confusing at firts glance.

We do need folders to organize tags.

It's great that we can now initiate group messages from inside of HighLevel, but we still can't have inbound group messages recognized as a group message with all numbers listed in the conversation. This is a HUGE gap to be able to advertise support for group texting.

I just lost an affiliate client to this feature. There are two parts to this request. Make it clear upfront in the marketing and in the dashboard that Outlook users with custom domains must set up MX records for conversations to work properly. Simply using the default Leadconnector domain only allows outgoing emails. It took us 4 weeks to learn we had to do this just to get replies to come into the conversations tab. The conversations tab needs to be able to accept inbound emails from leads. This works fine with the Gmail integration, but does not work with the Outlook integration. For my client, whose company uses Outlook, this was a dealbreaker, since for him, the CRM was the thing he needed most. We didn't discover this until yesterday (6 weeks after signing up), and that's when he asked for a refund. There was also another issue where every time he sent an outgoing email, it would be "unsuccessful". Reconnecting the Outlook account didn't resolve this. But clicking the little red arrow every time did. However, because of his laptop screen size, the sent messages were above the fold of the email composer, so he couldn't see that his emails weren't going out until he checked back later, wondering why his customers weren't receiving his emails (see screenshot). This unsyncing issue may also have impacted the ability for conversations to function appropriately. I also notice there's a 3MB limit on attachments and larger attachments would prevent syncing. We didn't get far enough for him to send attachments, but this would have been another obstacle to his success since he sends image-heavy product PDFs to his clients that are larger than that size as part of his sales process. I know everyone here is doing their best. I'd love to see this worked out since a lot of folks in my audience use Outlook, and I wouldn't feel comfortable selling this to them until it's sorted out. I hope this is helpful!

Allow sync to email services besides Gmail and Outlook. Many businesses use email providers other than those two, so this seems pretty important.

Inside the actual "send sms" box, it would be great to assign colours to different numbers - and then the entire conversation box will be that shade of colour. For example, if I have "Phone 01" assigned to green, the entire conversation box would be a shade of green. if I have "Phone 02" assigned to red, the entire conversation box would be a shade of red. This would make it a lot easier to know which virtual phone number is texting out.

can you please reinstate the red dot that showed if there were unread messages in the inbox?

1 ️ ▼ Organization and Usability Nowadays, the conversation environment is visually confusing and mixes all types of messages (WhatsApp, SMS, Instagram, etc.) into a single flow. Proposal: Create smart tabs or filters by communication channel (WhatsApp, Instagram, SMS, Email, etc.); Allow separate viewing by connected WhatsApp number, ideal for accounts with multiple numbers; Add a column view mode (similar to service CRMs), making it easier to follow multiple conversations simultaneously; Option to “Favorite” or “Pin” important conversations at the top of the list. 2 ️ № Closing Conversations and History Today, all conversations remain open indefinitely, creating disorganization. Proposal: Add the “Finish Conversation” button, which archives the chat and removes it from the main screen; Allow you to configure automatic closing time (e.g., 24 hours after the last message); Create archived conversation history, accessible only by authorized users; Set by configuration whether only the original attendant can view previous conversations, maintaining privacy and internal control. 3 ️ ▼ Personalization and Intelligent Attribution Proposal: Implement intelligent service routing (securitization) - when a customer contacts you again, the system automatically forwards it to the same attendant that served them last time; If the attendant is offline, allow automatic redirection to another team member or waiting line; Allow transfer blocking in specific conversations (useful for sensitive cases). 4 ️ ▼ Forwarding and Sectors Proposal: Create department or sector structure (Commercial, Support, Financial, etc.); The attendant can forward the conversation to another sector or person, with an optional field for internal observation (without appearing to the customer); Create a visualization of queues by sector, so that managers can see the volume and average response time of each team. 5 ️ ▼ Automatic Rating and Feedback Proposal: After completing a conversation, the system can automatically send a satisfaction survey (NPS) via WhatsApp or e-mail; Direct integration with the CRM to record the NPS score on the contact; Generation of automatic service reports (average response time, satisfaction index, number of completed calls, etc.). 6 ️ ▼ Complementary Suggestions (to add even more value) 🔹 Customizable quick messages by sector (e.g. welcome, follow-up, farewell scripts). 🔹 Individual focus mode, where the attendant views only your active conversations. 🔹 Integration with assistive AI, suggesting automatic responses based on conversation history. 🔹 Visual indicators (icons, status, tags) to identify the conversation stage — “new”, “in service”, “waiting for a customer”, “completed”. 🔹 Team performance dashboard, showing productivity, response rate, and average time per attendant.

The clients and ourselves shouldn't need to open and refresh the "conversations" from the left side menu to check if there are unread messages. Next to conversations it would be great if there could be a number highlighting either how many unread messages you have or that you currently have unread messages, so to prompt you to go in there. This is a very basic feature for any platform that has conversations or messages so hopefully the team at GHL agrees :) See my beautiful picture, handdrawn.