Sound notifications in the Live Chat Widget have been expanded to cover , ensuring website visitors don’t miss important updates during a chat session.

Previously, sound alerts were limited to standard incoming chat messages. Now, sounds are also played for key moments like chat initiation, acknowledgements, welcome messages and form-related messages; all governed by the existing toggle.

The Notification Sound toggle continues to live under:

• : A sound will play whenever a supported message is shown to the visitor.

• : All messages are delivered silently without sound, popup, or badge interruptions.

With this enhancement, sound notifications are now triggered for the following message types:

All of the above messages will now play a sound when they appear, provided the Notification Sound toggle is enabled.

When you include paid add-ons (e.g., WordPress, WhatsApp, Yext, Ad Manager) as part of a SaaS plan, HighLevel has always billed those add-on costs to you (the agency), not your sub-accounts.

To make this clearer and help you price your plans correctly, we’ve improved the Add-Ons section in SaaS Configurator.

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A new, more prominent notice explains that:

As you select add-ons, you’ll now see:

This helps ensure your SaaS plan pricing covers your add-on expenses.

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We’ve made significant improvements to the Agency Dashboard → Summary tab to ensure agencies have clearer, more accurate, and more reliable visibility into their revenue performance.

Previously, revenue and MRR calculations could include data from mixed or less reliable sources. With this update, we’ve refined the underlying calculation logic to reflect only HighLevel-backed revenue streams, resulting in numbers you can trust and act on with confidence.

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Revenue and Monthly Recurring Revenue (MRR) are now calculated exclusively using GHL-supported sources, including:

This ensures that all reported values are aligned with actual revenue generated within the HighLevel ecosystem, removing inconsistencies and external noise.

The following KPI cards now use the improved calculation logic:

These KPIs now accurately reflect only qualifying HighLevel revenue, giving you a more dependable snapshot of your business performance.

The Growth Rate chart has been updated to align with the new Revenue and MRR calculations. This provides:

The Revenue Distribution (Last Month) section now clearly breaks down how much revenue your agency generated from:

This makes it easier to understand which revenue streams are driving growth and where to focus future efforts.

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These improvements were made to:

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With this update, agencies can:

We’ve enhanced WhatsApp Template creation and updates by integrating HighLevel’s Media Library directly into the header media selection flow.

Businesses can now reuse existing media assets or upload new ones—including audio files—without leaving the template builder. This reduces friction, improves consistency, and accelerates campaign setup.

When creating or editing a WhatsApp template with a media header:

Select the header type (Image, Video, Document, or Audio).

Choose how to add media:

Upload from your computer, or

Choose from the Media Library.

The Media Library opens within the builder and automatically filters assets based on the selected header type.

Select the asset and continue building your template—no downloading or re-uploading required.

This experience is available for both new templates and existing template updates.

Businesses often reuse the same assets—brand visuals, PDFs, videos, or audio clips—across multiple templates.

Eliminates repetitive downloads and uploads

Speeds up template creation and approvals

Helps teams launch campaigns faster

Using a centralized Media Library ensures:

Only approved, up-to-date assets are reused

Consistent visuals, documents, and audio across templates

Reduced risk of sending outdated or incorrect files to customers

With audio (MP3) support:

Businesses can share voice notes, announcements, or audio explanations

Enables more personalized and engaging communication

Expands use cases beyond static images and documents

For agencies and multi-team businesses:

Media is uploaded once and reused across templates

Teams work from a single source of truth

Fewer internal handoffs to locate the “right” file

The integrated Media Library:

Filters assets by supported media type automatically

Encourages reuse of previously validated files

Reduces failed submissions and back-and-forth corrections

The upload flow now aligns with HighLevel’s design system:

Clear choices reduce confusion

Fewer steps lower cognitive load

A smoother experience builds confidence for new and advanced users alike

Supported File Types for Template Headers

As we close out 2025, we’re shipping some of the most requested and practical improvements to the Prospecting Tool — helping you better track outcomes, manage deals, and get started faster.

These updates are designed to bring Prospecting closer to how real sales workflows operate.

This has been one of the longest-standing requests — and it’s finally here.

Every prospect now starts in an Open state by default. You can mark any lead as:

Once a lead is marked Won, you’ll immediately see an option to Create a Sub-Account for that prospect (Agency Prospecting).

Lead status updates automatically based on your action:

Managing a growing prospect list just got easier. you can now filter prospects by:

These filters help you quickly understand:

To help new agencies succeed faster, we’ve introduced a guided onboarding experience inside Prospecting.

New users will see a Getting Started checklist with curated steps to unlock advanced prospecting.

The guide walks you through key actions like:

This onboarding experience is shown only to agencies who are very new to Prospecting Tool.

You can skip it anytime — it won’t get in your way once you’re up and running.

Why It Matters

These updates are live now across Agency and Sub-Account Prospecting.

As we head into 2026, expect even tighter integrations between Prospecting, CRM, automation, and AI — making it easier to turn opportunities into long-term customers.

You can now open the side-tray by clicking the settings icon and close it while keeping your selection intact. This allows you to perform inline editing without losing your context.

Inline editing is now much smoother on smaller screens. We have moved the side-tray controls to a dedicated settings icon, now available across Forms, Surveys, and Quizzes.

Optimized for Small Screens: Resolves common inline editing challenges on smaller devices by maximizing available screen space.

Enhanced User Experience: Provides a more intuitive and flexible workflow, allowing users to focus on content without side-tray obstructions

We have launched a new keyless PayPal connection experienceusing PayPal’s OAuth based integration and their latest integration SDK. This makes connecting PayPal faster, simpler, and more future ready as PayPal expands supported payment methods globally.

New subaccount integration experience

PayPal redirection

Post Successful connection

Reconnection option for existing integrations

Files shared on WhatsApp—such as photos, videos, PDFs, and documents—are often critical to customer conversations. Until now, these files could disappear automatically due to WhatsApp’s built-in limitations.

With this release, WhatsApp media inside the CRM is now reliable, long-lasting, and easy to manage. We’ve introduced two related improvements that ensure important WhatsApp files are never lost and can be stored alongside your customer records.

This works by default—no setup required.

Files your customers send you on WhatsApp

Example: photos, videos, or documents sent by a customer

Files your business sends to customers on WhatsApp

Example: invoices, proposals, brochures, or images you send

Customer-sent files can stop loading or become unavailable after a week.

Files sent by your business may stop working after a month.

We now securely store WhatsApp media inside the CRM before it expires, so you can continue accessing it for 1 full year, even after WhatsApp removes it.

“Add to Documents” for WhatsApp Media

You can now save important WhatsApp attachments directly to a contact’s Documents folder using a new “Add to Documents” option.

This works for:

Inbound WhatsApp media

Outbound WhatsApp media

Click on any WhatsApp media attachment

Select Add to Documents

The file is saved instantly to the contact’s Documents section

The experience mirrors the familiar Email & SMS attachment workflow, so it feels intuitive and consistent.

While all WhatsApp media is automatically stored for 1 year, adding files to Documents helps you:

Organize critical files in one place

Keep customer records clean and complete

Ensure consistency across Email, SMS, and WhatsApp

Easily reference files for follow-ups, audits, or handoffs

🏗 Contractor: Saves site photos sent by a customer on WhatsApp for future reference.

🏥 Clinic: Retains patient documents shared on WhatsApp without worrying about expiration.

💼 Sales Team: Stores proposals and invoices sent via WhatsApp alongside email attachments.

Business Impact

📂 No more lost WhatsApp files due to 7-day or 30-day limits

🧘 Reduced manual downloads and workarounds

🔗 Complete customer documentation across channels

⭐ More professional, reliable CRM experience

📉 Fewer support tickets related to expired media

Missed calls often mean missed revenue. To close this gap, we’ve launched Missed Call WhatsApp Back — a simple, built-in way to automatically follow up with customers on WhatsApp when a business misses a call.

Instead of relying on complex workflows or SMS-only responses, businesses can now instantly acknowledge missed calls on WhatsApp, where customers are far more likely to read and respond.

With Missed Call WhatsApp Back, your business automatically sends a WhatsApp message to customers when a call goes unanswered. This ensures every missed call still turns into a conversation — without any workflows, manual follow-ups, or additional setup.

“Hi this is {{location.name}}, I saw that we just missed your call. How can I help?”

This means you can go live immediately — no waiting for template approvals.

Businesses can customize the message to match their brand and use case, including support for personalization variables such as:

{location.name}

{agent_name}

{booking_link}

{business_hours}

Note: Customization is done directly within the Missed Call WhatsApp Back setting, not from the WhatsApp → Templates page.

The WhatsApp message is always sent from your default WhatsApp number, ensuring a consistent and trusted customer experience.

This feature works in addition to any workflows you’ve already configured for missed calls.

If you’re using workflows to send WhatsApp messages or trigger automations, they will continue to run as expected.

Missed calls often happen during peak hours, after business hours, or when teams are understaffed. This feature ensures customers are acknowledged instantly — even when no one can answer the phone.

Customers are far more likely to open and respond to WhatsApp messages than SMS or voicemails. Following up on WhatsApp dramatically increases engagement and response rates.

Unlike workflow-based solutions, this feature:

Requires no automation setup

Goes live in minutes

Works out of the box with an approved template

A quick WhatsApp message reassures the customer that their call mattered, keeping them warm and increasing the likelihood they’ll continue the conversation.

A clinic misses calls during lunch hours. Instead of losing potential appointments, callers immediately receive:

“Hi this is Downtown Health Clinic. We just missed your call — would you like to book an appointment?”

Patients respond on WhatsApp and book without calling back.

An agent misses a call while showing a property. The caller receives:

“Hi this is Prime Realty. Sorry we missed your call — would you like to schedule a viewing?”

The lead stays engaged instead of calling another agent.

A customer calls after hours. They instantly receive:

“Hi this is AutoCare Garage. We missed your call — our hours are 9am–6pm. Want to book a service?”

The customer books directly from WhatsApp.

📞 Instant engagement with missed callers on WhatsApp

⚡ Zero setup friction — no workflows required

🧠 Smarter follow-ups using personalization and context

💼 Less manual work for teams

📈 Higher conversion rates from missed opportunities

Retention & Customer Experience Impact

🔁 Ensures no customer feels ignored

⭐ Improves response time and perceived professionalism

💬 Aligns with modern customer behavior — WhatsApp messages are read and acted on faster than SMS

We’ve fixed a few issues to make SaaS onboarding and subscription management more reliable.

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These fixes improve data accuracy, prevent unexpected account pauses, and ensure a smoother experience for both agencies and their SaaS clients.