Conversations

When a customer manages 2 lines of WhatsApp API connected in GHL, all conversations appear mixed up in the inbox, with no possibility of filtering by line. This creates a real operational problem. 📌 The specific case: I have a customer that uses: • Line 1 → mass mailings (more than 10.000 active conversations) • Line 2 → follow-up and personalized attention Not being able to filter by line, follow-up conversations are mixed with the thousands of responses from the mass. Result: important messages are lost, the agent cannot work efficiently, and management becomes chaotic. ❌ Today there is no native way to separate or filter the WhatsApp conversation tray by line. ✅ What we ask for: Add a filter in the Conversations section that allows you to select from which line of WhatsApp I want to view the messages. For example: • “Show Line 1 conversations only” • “Show Line 2 conversations only” • “Show all” This is especially useful for agencies that manage clients with separate communication strategies: one line for mass campaigns and another for follow-up and closing. 🎯 Impact: ✔ Clean and organized inbox by line ✔ The monitoring team is not saturated by mass responses ✔ Increased operational control for customers with high volume of messages ✔ Prevent important conversations from getting lost in the noise It's a simple filter that solves a huge problem for any business that uses more than one line of WhatsApp API. Please consider it for the roadmap! 🙏

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.

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.

Currently, the system does not support displaying quoted/referenced messages from previous chats. Expected behavior: Similar to WhatsApp, when a user refers to a previous message (e.g., an image or text), the system should display a quote preview of that message so the agent can understand the context. Actual behavior: The system only shows the latest incoming message without any reference to the previous message being mentioned. As a result, agents cannot identify which message or image the user is referring to. Example case: User sends an image Then quoting the previous image and says: “this one” / “I’m asking about this promo” In WhatsApp → agent sees quoted image In current system → no reference is shown, only plain text “this one” / “I’m asking about this promo” Impact: This creates confusion for agents and slows down response time, especially when users refer to previous images or messages. Request: Add support for quote/reply message referencing (like WhatsApp) so previous messages (especially images) can be displayed in context.

Currently, all users assigned to a sub-account receive notifications for every activity within that sub-account, regardless of their involvement. For GDPR compliance and user privacy, it is essential to have an option that restricts notifications (in-app and email) so users only receive alerts related to their own assigned contacts, conversations, or activities. This will prevent unauthorized access to sensitive information and ensure legal compliance for businesses operating in the EU and other regulated regions. Why this is important: Prevents users from seeing confidential information about other contacts Ensures compliance with GDPR and other privacy regulations Reduces notification overload and improves user experience Critical for agencies and businesses handling sensitive client data Please consider implementing more granular notification controls to address this urgent legal and operational need.

In conversations or the contact profile when reviewing the history of the messages, opportunities, marketing emails & sms messages being sent, often times I see a reply in my conversations inbox. However, I have a very hard time finding what email/sms was replied to if there's a lot of activity in the conversation. Is it possible to add a filter that shows "Unread" conversations within the contact profile or messenger window? Scrolling back through the history takes time and is very cumbersome. I appreciate your time and help.

New UI/UX for Conversations tab really threw me off. It feels super dated compared to the previous layout IMO. Please revert back to old layout. Old one felt more modern and clean.

Our clients are companies so our conversations need to show the conversations with associated contacts. This "company first" mode is common in CRM platforms where you toggle if your clients are businesses or individuals.

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.

I’d love native fields for Last Communication Datetime and Time Elapsed Since Last Communication that can be used in contact lists, smart lists, dashboards, and reports. Right now, I can filter/view things like unread messages and message direction, but I can’t easily see how long it has been since the last touchpoint with a lead/client. This makes it harder to manage follow-up and prioritize outreach. This feels like a fundamental CRM feature for communication-based follow-up. What would help: A system field that shows either: the datetime of the most recent message/activity (minimum preferred), or a dynamic “time since last communication” value (example: 2 hours, 3 days, 2 weeks) Important behavior: Should work regardless of read/unread status Should reflect the most recent touch in either direction (inbound or outbound) Ideally should include all core communication channels, such as email, SMS, Instagram/DM, etc. Should be available as a column in dashboard/contact/report tables Bonus: make it usable for sorting, filtering, workflows, and smart lists