Feature Request: Internal Chat/DM/Ticket/AI System Between Agencies & Sub-Accounts

Overview

HighLevel is the central operating platform for agencies and businesses, but communication between agencies and their clients still happens outside the platform through email, phone calls, text messages, Slack, Facebook Messenger, support forms, and scheduled meetings.

This creates fragmented communication, missed requests, duplicate conversations, slower response times, and a poor client experience.

I propose a fully integrated Internal Communication, Support, and AI Hub that allows agencies and sub-account users to communicate, collaborate, submit requests, access support, and receive AI assistance directly inside HighLevel.

Core Features

Allow agencies and sub-account users to communicate through real-time messaging.

Features:

* One-on-one messaging

* Group chats

* Team chats

* File sharing

* Voice notes

* Video messages

* Screen recordings

* Message search

* Read receipts

* Typing indicators

* Threaded conversations

* @Mentions

* Mobile notifications

Slack-style channels for organized communication.

Examples:

* General Support

* Technical Support

* Website Requests

* Funnel Requests

* Billing

* Marketing

* Announcements

Allow public, private, and team-specific channels.

Convert conversations into support tickets without leaving HighLevel.

Features:

* Create tickets from chats, forms, emails, workflows, or AI conversations

* Assign team members

* Set priorities and due dates

* Track status (Open, Pending, In Progress, Resolved, Closed)

* Internal notes and activity history

Built-in AI trained on:

* HighLevel documentation

* Agency SOPs

* Knowledge bases

* Courses

* Snapshots

* Training materials

Capabilities:

* Answer support questions

* Provide setup instructions

* Troubleshoot issues

* Create tickets

* Route requests to the correct team

* Summarize conversations

Allow agencies to fully white-label the HighLevel Help Center.

Features:

* Agency branding, logo, colors, and domain

* Custom documentation and SOPs

* Custom training videos

* Agency-specific tutorials

Most importantly, AI should search both HighLevel documentation and agency documentation simultaneously.

Example:

A client asks, “How do I connect my Facebook Page?”

The AI searches:

* HighLevel help articles

* Agency SOPs

* Agency videos

* Custom documentation

It then provides the answer directly in chat, including links, videos, and step-by-step instructions, without requiring the client to leave the conversation.

Allow clients to submit requests directly from chat.

Examples:

* Website edits

* Funnel updates

* Automation requests

* Ad campaigns

* Graphic design requests

Automatically create:

* Tickets

* Tasks

* Opportunities

* Projects

Built-in communication tools.

Features:

* Voice calls

* Video calls

* Screen sharing

* Recorded support sessions

* Video support tickets

Allow workflows to interact with the communication hub.

Examples:

* Notify staff when a ticket is created

* Create tasks from client requests

* Escalate unresolved AI conversations

* Request feedback when tickets are closed

Add a dedicated menu item inside every sub-account:

Communication Center

* Messages

* Tickets

* Requests

* Knowledge Base

* AI Assistant

* Files

* Announcements

* Support History

Available within the LeadConnector app.

Features:

* Real-time chat

* Ticket tracking

* AI support

* Push notifications

* Voice notes

* File uploads

Benefits

For Agencies

* Fewer emails and phone calls

* Faster support resolution

* Better client communication

* Increased client retention

* Reduced support workload through AI

For Clients

* One place for communication and support

* Faster responses

* Better visibility into requests

* Self-service help through AI and documentation

For HighLevel

* Increased platform engagement

* Reduced reliance on third-party tools

* Stronger agency retention

* Additional premium feature opportunities

This feature would transform HighLevel into a true business operating system by centralizing communication, support, ticketing, training, AI assistance, and collaboration between agencies and their clients within a single platform.