Automations

Almost every automation platform offers this feature; it's really straightforward. Import/Export workflow JSON files. This makes backing up and transferring workflows super simple.

Currently, there's no "Internal Comment Added" trigger or "Add Internal Comment" action available in workflows. It will be very useful to have two essential workflow components: (1) a trigger that fires when internal comments are added to conversations (2) an action to automatically add internal comments This would enable businesses to automate comment-based workflows, improve team notifications, sync data with external CRMs via webhooks, create escalation procedures based on comment content, and eliminate manual processes that currently limit workflow automation capabilities.

I would like to have the ability to add an internal comment to a contact via automation.

Right now in GHL there is a trigger called "Customer Replied." It fires when a customer sends us a message. That part works great. But there is no trigger for when a user (a team member, a staff member, an agent) replies back to the customer. This is a huge problem. Here is the problem in simple words: A customer messages us. We are supposed to message them back. Sometimes our team does. Sometimes our AI does. Sometimes nobody does — and we don't find out until the customer gets angry and leaves. We have no way to know if a user replied or not. GHL does not tell us. What we want to build (but can't): Customer sends us a message Wait 5 minutes Check: did a user reply? If YES → great, do nothing If NO → send an alert to the owner: "Hey, nobody replied to this customer!" Step 3 is impossible right now. There is no "User Replied" trigger. What we need GHL to build: A simple new trigger called "User Replied" that fires when any team member sends a message to a contact. With filters for: Which user replied Which channel (SMS, email, WhatsApp, Instagram, Facebook, Live Chat) Which assigned user it was meant for Also please add "User Reply" as an option on the Wait action, the same way we already have "Contact Reply." Why this matters: AI agents are everywhere now. When the AI misses a message, we have no way to catch it. Sales teams need SLA tracking — "did my rep reply in 5 minutes?" is impossible to answer today. Drip sequences keep firing even after a human has already replied, which makes customers angry. Shared inboxes need this to know who is handling what. This idea has had hundreds of votes for two years. Please build it. It is the single biggest missing piece for anyone running AI or team-based customer conversations on HighLevel. Thank you.

Dear Product Team, I hope this message finds you well. I am writing on behalf of Parla Clinic to formally request a new workflow action that would significantly improve our internal team collaboration and lead management process. Feature Requested: A native "Add Internal Comment" action in the Workflow Builder that automatically posts an internal comment to a contact's conversation thread when a specific trigger fires — particularly when a Note is added to a contact or lead card. Use Case: Our team regularly adds notes to lead cards in the pipeline. Currently, those notes are only visible in the contact record and are not reflected in the conversation thread. We would like any note added to a contact to automatically appear as an internal comment in the corresponding conversation — keeping all context in one place for the team handling that lead. Why This Matters: ✅ Eliminates the need for double-entry (adding both a note and a manual internal comment) ✅ Keeps the full conversation thread contextually rich for all team members ✅ Reduces missed context during lead handoffs ✅ Improves speed and quality of internal collaboration Proposed Workflow Setup: Trigger: Note Added (on Contact) Action: Add Internal Comment → post note content to the active conversation thread using a dynamic custom value (e.g., {{contact.last_note}}) This would mirror the existing "Add Note" action but target the conversation's internal comment thread instead of the contact record. We believe this feature would benefit many businesses managing active pipelines and multi-team communication. We would love to see this prioritized in an upcoming release. Thank you for considering this request. We look forward to your response. Warm regards,

If a user changes a line item, price, or discount on an existing invoice, there is no way to trigger a workflow to notify the client. Solutions: Add the following triggers to the Payments/Invoices module: 1. Invoice Updated: Fires whenever any detail inside the invoice is changed. 2. Invoice Item Added/Removed: Specific triggers for changes in line items.

[The Problem] When a contact calls in or messages us, the fastest way for our team to get context is to quickly scan that contact’s Conversation thread. However, a lot of important information currently lives outside the conversation (forms, custom fields, notes, appointment outcomes, etc.). Right now there is no way to automatically add an Internal Comment via automations/workflows. That means: • Team members must manually add internal comments after calls or appointments • Critical notes sometimes end up buried in other sections (custom fields, notes, opportunities, etc.) instead of right where the team is already looking: the Conversation • Speed and consistency suffer, especially in busy inbound call/message environments ⸻ [Requested Feature] Add a new Automation / Workflow action: “Add Internal Comment to Conversation” Basic behavior: • Select the contact’s Conversation • Post an Internal Comment (not visible to the contact) • Allow use of Custom Values / Form Fields / Appointment data / Custom Fields to merge into the comment text • Optionally allow choosing a “From” user (or default to the system/assigned user) ⸻ [My Main Use Case] (example): We run virtual consultations and use an Appointment Outcome Form to record key notes: concerns, goals, objections, recommendations, next steps, etc. Ideal flow: 1. Contact completes a virtual consultation 2. Staff fills out the Appointment Outcome Form 3. Automation triggers on form submission or appointment status change 4. Automation action creates an Internal Comment in that contact’s Conversation, pulling in the form data (e.g. “Consult Summary: [form answers…]”) Now, if that person calls or texts back later, our team can simply open the Conversation and instantly see the latest internal notes without hunting through other tabs or records. ⸻ [Other Powerful Use Cases for the Community]: • Logging important workflow decisions directly into the Conversation (e.g. “Lead moved from Nurture → Hot; requested pricing details.”) • Summarizing long form submissions or surveys into a short internal comment • Capturing key events from other systems via webhooks → workflows → internal comments • Creating quick “handoff” notes between team members when ownership changes ⸻ [Why This Matters] • Speed: Frontline staff can get up to speed in seconds by scanning the Conversation. • Consistency: Automations ensure that important notes are always added, not forgotten. • Clarity: Conversations become the single source of truth for all recent context, instead of scattered across multiple sections. • Team collaboration: Internal-only comments are perfect for coordination without cluttering external communication. ⸻ If you also rely on Internal Comments and want automations to be able to create them, please UP-VOTE this idea so GoHighLevel can prioritize it. Having “Add Internal Comment to Conversation” as a standard workflow action would be a simple but high-impact upgrade for anyone doing consultations, sales calls, or any workflow where fast context matters.

Hi GHL Team, We are trying to set a condition to send followups if they have a failed, cancelled or incomplete payment and send them to appropriate checkout directly. The problem is, If/Else only fetch the main product and not the individual pricing under a particular product we've setup. Here's a quick video https://somup.com/cO1hn6VVsNv This would help a ton to only send specific email to users with the specific checkout page if a particular pricing has incomplete or failed status. Thank you -- Clint

Now it's possible to associate a Company with an Opportunity. But we cannot do that via actions in a workflow or via an API call. There's no direct access to the opportunity associated to a company, or to the company associated to the opportunity, when we are executing Opportunity-based or Company-based workflows. Use cases: A new opportunity is created -> search for the company the contact is associated with, and associate the company to the opportunity as well. An opportunity workflow is being executed -> update a standard field or custom field in the associated Opportunity object An opportunity workflow is being executed -> Remove or Update the association with a Company object An opportunity workflow is being executed -> Add the associated Company object to a Company-based workflow The same goes via API calls.