Conversations

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.

We do need folders to organize tags.

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.

Conversations with contact viewed per subject or specific tag. It needs to remove all other time based conversations that mixes in between, only show the thread that is specific to that tag or category or subject only. Like a ticket number almost.

Can we add this into the conversations? This will help solve contacts that are spams. If they are marked as spam then all their future correspondence including SMS, emails, and calls are filtered. By filtered: calls will not ring on our end, emails and sms will not show on the conversations tab but will be kept on the contacts hidden for database purposes.

Summary: Please add the ability for sub-accounts to whitelist custom file types/extensions that can be sent and received as email attachments within GHL conversations. The Problem: GHL currently restricts email attachments to a fixed list of supported file types. This creates a significant blocker for businesses in industries that rely on specialized file formats. For example, the embroidery and apparel decoration industry regularly exchanges files in formats such as .DST, .PES, .JEF, .VP3, .HUS, .VIP, and .EMB. These files are essential for digitizing and running embroidery machines, and without being able to send/receive them natively in GHL, businesses are forced to use external email clients, defeating the purpose of an all-in-one CRM. Requested Solution: Add a setting at the sub-account (location) level — or agency level — that allows admins to whitelist specific file extensions for email attachments in conversations. This could live under Settings → Email / Conversations → Allowed Attachment Types. Who This Helps: Embroidery & apparel decoration businesses Graphic design and printing companies Architecture and CAD firms (.DWG, .DXF) Any industry using proprietary or specialized file formats Impact: This is a blocker for full adoption of GHL as an all-in-one platform for these industries. Without it, users must split their communication workflow between GHL and external email clients, reducing efficiency and the value of the platform. Suggested Priority: High — affects multiple industries and limits platform stickiness. Thank you for considering this request!

Hi, I’d like to request a permission setting for email visibility between users on the same account. Right now, when employees have access to the client list, they can see all email communications between the account owner and the client. In many cases, this includes private or strategic conversations that should not be visible to the entire team. Suggested Solution: Add a permission setting that allows account owners to: Keep certain email conversations private between the sender and the client Allow team members to still see the general client history and activity Control which users can view internal or private communications Why this matters: Protects confidential discussions with clients Allows owners to manage teams without exposing sensitive negotiations Makes the platform more usable for sales teams and agencies with multiple employees This would make collaboration easier while still protecting private communication and business strategy. If anyone else runs a team and wants better email privacy controls, please upvote this feature. Thank you!

It would be so much easier if I can just copy an image to my clipboard and paste it in the body of the conversation, instead of having to save the image file to my computer and adding it as an attachment. Very similar to copying and pasting a text, but just allow the paste for an image as well. This is already possible on other platforms such as ringcentral or dialpad, and obviously on your mobile phone.

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.

Clients are asking for inbox capability where their email inbox is syncing with HL. Currently the email marketing feature is very outbound marketing focussed. Enabling a more "UX Friendly Inbox" like normal email accounts will allow client users to "work in the crm" natively rather than keep email accounts separately in Gmail / Outlook and then CRM.