Changelog

Follow up on the latest improvements and updates.

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We're excited to announce that
Services
(Currently in Private Beta) now supports
completely customizable email and in-app notifications
— giving you greater control over how and when your customers and team members are informed throughout the booking journey.
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🔧 What's New
Six Notification Triggers Available:
Configure notifications for key moments in the service appointment lifecycle:
  • Appointment Booked (Unconfirmed)
    : Triggered when a customer books with the unconfirmed appointment status.
  • Appointment Booked (Confirmed)
    : Sent when the appointment is auto-confirmed or manually approved.
  • Cancellation
    : Triggered when a booking is canceled.
  • Reschedule
    : Sent when a booking is rescheduled to a different time.
  • Reminder
    : Set up pre-appointment reminders to reduce no-shows.
  • Follow-Up
    : Send post-appointment follow-ups to engage customers or request feedback.
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Recipient Targeting Options
Choose who receives each notification:
  • The
    Contact
    (customer)
  • The
    Assigned User
    (staff member assigned to the service)
  • Additional Email Addresses
    (e.g., front desk, managers)
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Template Customization:
Personalize the content of each notification using our editor. You can modify subject lines, body text, and formatting to reflect your brand’s tone.
New Service-Specific Custom Values:
Add dynamic service information directly into your notifications using new custom values:
  • Service Name
  • Duration
  • Price
  • Add-ons
  • Staff details and more
These values ensure each message is informative and tailored to the specific service booked.
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📧 Smart Consolidation of Notifications
If a single service booking includes
multiple services (e.g., 5 services)
:
  • Only one notification is sent
    — tied to the
    overall service booking
    .
  • This prevents multiple emails going out for the same appointment, solving a common pain point with redundant or confusing communication.
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⚙️ How to Configure Notifications
You can manage all notification settings for services by going to:
Calendar Settings > Services > Global Settings > Notifications
From there, you can:
  • Select each trigger type
  • Customize templates
  • Choose recipients
  • Insert service-related custom values
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This update ensures that every appointment-related interaction is communicated clearly, consistently, and in line with how your business operates.
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We’ve introduced several exciting improvements in
Services
to streamline setup, enhance visibility, and improve usability across the booking experience.
✅ Default User Availability Per Service
To reduce setup friction, when a new staff member is added to a service, they are now automatically configured with a
default availability of 9 AM to 5 PM
.
This ensures:
  • The service is immediately visible on the booking page.
  • Users can experience the full booking flow without needing to configure availability manually.
📅 Event Upload to Third-Party Calendars
Service bookings are now automatically uploaded to your
linked third-party calendar
(Google, Outlook, iCloud) for better visibility and meeting management.
How it works:
  • Go to
    Calendar Settings > Connections
    and choose your linked calendar.
  • Bookings assigned to you will sync directly to that calendar.
  • If a single booking includes multiple services assigned to different staff members, each staff will only see
    their assigned bookings
    on their own calendar.
✨ UI Enhancements
  • Back Button
    added for easy navigation through the booking flow.
  • High-resolution service images
    : No more stretched visuals—images now display clearly and crisply.
  • Streamlined header
    : If no company name or logo is set, the header auto-hides—perfect for embedded experiences.
  • Timezone label
    : Clearly shown on the slot selection screen so customers know what timezone they’re booking in.
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🔍 Overview
Give your visitors a warm, on-brand welcome before they share their details. The new Contact Form Message lets you replace—or remove—the default contact form prompt, so every chat starts exactly how you want it.
⚙️ How to Use
  1. Navigate: Go to Chat Widget builder → Chat Window → Live Chat Assigned.
  2. Enable: Flip on Enable Contact Form.
  3. Customize: Type your message into Contact Form Message. Leave this blank to jump straight to the form.
  4. Click Save at the top right—your new prompt goes live instantly!
💡 Why We Built This
*
On-Brand Conversations:
Speak in your own voice from the very first chat.
*
Higher Engagement:
A clear, personalized prompt helps visitors know exactly what to do.
*
Simplified Setup:
One toggle and one text box—that’s it!
📚 Resources
*
Help Center Article:
TBD
Enjoy your more personalized chat flow—no extra steps needed! 🎉
What’s New?
Human Handover for Conversation AI
Your AI bot can now automatically hand off conversations to a human when it detects it's no longer the best fit to assist. Whether it’s a complex question, repeated failures, or a direct request like “Can I speak to a human?”, the bot ensures your customers aren’t left frustrated.
This feature is released via labs
How It Works?
1. Enable Human Handover
  • Go to Bot Goals.
  • Select Human Handover and toggle it ON to start configuring.
2. Choose a Scenario to Trigger the Handover
Pick from predefined handover triggers:
  • Contact Request: When the user asks for a human.
  • Example: “I want to talk to a human”, “Can someone real help me?”
  • Lack of Information: When the AI doesn’t know the answer.
  • Failed to Resolve Issue: Triggered after 2 failed attempts by the AI to help.
3. Configure What Happens Next
  • Customize the handover workflow:
  • Assign Conversation to a User
  • Choose a staff member or auto-assign based on existing assignment.
4. Create a Task
  • Checkbox to auto-create a task.
  • Default description: "will be created by AI", due in 24 hours.
5. Send a Closing Message
  • Default: "Thank you! Someone from the team will get back to you."
6. Pause the Bot
  • Temporarily disable AI messages for a specific time.
7. Create Tags
  • Default tag: human_handover
8. Manage Notifications for Human Agents
  • Make sure staff are alerted when they’re assigned:
  • Go to Settings > My Staff
  • Choose the user.
Enable these in Notification Settings:
✅ When a conversation gets assigned to me
✅ When a task gets assigned to me
📝 Notes
A maximum of 6 handover actions per bot can be configured.
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19th of June, 2025
Use your physical Deskphone with GHL (SIP Endpoints)
  • Use a VoIP deskphone that's always connected to your CRM
  • Make Outbound and Inbound calls with your Deskphone
  • Blind Transfer calls to your team members
  • Use call recording and transcription
  • Available via Labs
Enable via Labs:
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Under subaccount Settings > Phone Numbers > Advanced Settings > VoIP Deskphone (SIP):
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Setup a SIP user and device:
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Test your Deskphone:
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Manage SIP devices:
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Please note, the limit for Ring all users reduces from 7 to 6 in order to make space for the VoIP deskphone.
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new

Payments

Invoicing

Funnels and Websites

E-Commerce Stores

International Automatic Taxes (Includes VAT)

Business can now
configure and apply automatic taxes for multiple countries
including and outside the United States, ensuring accurate, compliant tax calculations across global checkouts.
What's New?
  • Businesses can select multiple countries for automatic tax calculation and also add country-specific
    VAT IDs or local tax ID numbers
    .
  • Businesses can configure and manage nexus addresses to determine tax obligations in different geographies.
  • Taxes are automatically applied on checkouts and invoice payments based on the customer’s address.
  • Applicable across all checkout types —
    Funnels, Payment Links, Invoices, and Estimates, Ecommerce Stores
    — for all payment providers.
  • Product-level configuration now supports global auto taxes
    .
  • List of countries where automatic tax calculations would work is available in the list of Nexus Addresses.
  • Any country where the business is required to collect taxes should be added to the list of nexus addresses. In case of US & Canada, respective states should be added wherever tax calculation is required.
  • Adding countries/states can be done as a bulk action by selecting multiple countries/states in one go.
  • Deleting countries/states need to be an individual activity but deleting a country with states separately added like Canada, will also delete the status from the list of Nexus address.
  • A business can also
    plug in their Tax ID when adding a nexus address for a country
    - If there are additional tax benefits or applications based on the ID, it would be considered on the checkouts while calculating the taxes.
  • This business
    Tax ID
    can be edited from the list of configured nexus addresses.
For Existing US Automatic Tax users:
  • A guided migration flow is made available in the same tax setting UI.
  • Can Reconfigure the new global system via the UI.
  • Will need to reconfigure nexus addresses and auto tax settings for all sub-accounts and products.
  • Deprecation plan in place for the old US Auto Tax system in 6 months with clear warnings and fallback behavior.
What's Next?
  • Capturing Business identification numbers or relevant tax IDs on all checkouts in case the end customer is a business to recalculate taxes based on the tax category, address as well as the business id.
  • Enabling/Disabling automatic taxes on a product level.
  • Cross border taxes (Custom Duty taxes) - In case a product is purchased and sold in different countries
Where can I configure automatic taxes
  • Global tax setting - Payments > Settings > Taxes > Automatic Taxes
  • Product level settings - Payments > Products > Edit/Create > Product Tax Code
Visuals
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new

App Marketplace

Conversation AI

Voice AI

Marketplace | Conversation AI and Voice AI templates

[Now available in Labs]
What’s New?
1. A seamless marketplace listing journey for Agent builders
  • “Sell this agent on Marketplace” flow for agency owners & admins on both ConvAI and Voice AI pages.
  • Package AI agent templates with assets required to power the agents’ actions - workflows, calendars, custom fields & values.
  • Seamless deep-link into the Developer Portal to prefill listing details post-sign-in and simplify the builder experience.
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2. An intuitive buyer journey
  • Option to choose “Marketplace Templates” while creating agents on the Conversation AI and Voice AI pages
  • Customised agent cards in the Marketplace showcasing agents’ avatar, use-case, agent description, install count, ratings, and more.
  • Embedded chat widget for Conversation AI to try agents before installing.
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3. Agency Controls
  • An agency-first approach with granular controls for agencies on how they wish to offer AI agent templates to their sub-accounts.
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How to Use This Feature
1. List Your Conversation or Voice AI
  • Enable the Conversation AI Templates and Voice AI Templates features in Labs.
  • Navigate to the Conversation AI or Voice AI listing page as an agency owner/admin.
  • Select which agents you wish to sell and click on “Sell Template on Marketplace”
  • Follow the deep-link into the Developer Portal, complete sign-in/sign-up, and submit your listing.
2. Discover and Install Agents
  • In Conversation AI or Voice AI page, click “Create Bot/Agent” → select “Marketplace Templates”.
  • Select the preferred agent and click “Install”; you can test in the widget preview before confirming.
3. Reuse Existing Templates/Agents
  • Go to the “Installed Agents” tab to view and deploy any previously packaged listings.
4. Configure Agency Settings
  • Under Marketplace Settings, toggle visibility rules for your sub-accounts to control which listings they see.
Why Is This Important?
  1. Expert AI agent builders can now offer their solutions to the broader HighLevel community and monetise from it.
  2. The templates enable agencies and sub-accounts to discover and install relevant agents for their business, enabling them to get started quickly with powerful AI templates built by experts.
What’s Next?
1. Agent Templates built by HighLevel
  • The HighLevel AI team will build and publish an elaborate set of agent templates for Conversation AI and Voice AI.
2. Advanced Search & Filtering
  • We will implement search and filtering capabilities to enable users to discover the most relevant templates.
3. Ability to test a Voice AI agent before purchasing the template
  • Similar to the Conversation AI buyer experience, we will add the ability for buyers to have a test voice-call with the agent before buying it from the Marketplace.
We’ve redesigned your Sub-Accounts List page to make it faster, clearer, and more powerful. You’ll now find it easier than ever to manage clients — with a fresh look and new features to boost your workflow.
Note:
This is a Labs release, and can be enabled by going to
Agency Settings > Labs
.
What’s New
  1. Cleaner UI:
    A modernized design that makes scanning and managing accounts easier
  2. Advanced Filters:
    Quickly sort and find accounts based on your criteria
  3. Bulk Actions:
    Select and manage multiple sub-accounts in one go
  4. Better Performance:
    Faster, smoother, and more responsive
This update is now live for agencies on the Starter and Unlimited plans, bringing you the same great experience already available to our Pro plan users.
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new

Email Builder

Countdown Timers

Hide Countdown Timers in Apple Mail

Problem Statement
For contacts using Apple Mail on iOS 15+, countdown timers were being pre-cached, showing inaccurate countdowns when the email was opened.
What’s New
You can now hide timers for Apple Mail users to avoid showing incorrect countdowns. Just enable a simple checkbox in the timer settings.
How to Use
  • Go to Marketing → Countdown Timer
  • In Timer Styling Settings, check "Hide for Apple users"
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  • Use the timer in any email as usual
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Note
To ensure proper redirection regardless of device or email client, always use the dynamic link in a button.
What’s New
Payment links just got a visual upgrade! Whether you’re closing a deal or selling a product, your links can now reflect your brand personality—down to the colors and buttons.
  • Brand Board Integration: Now you can apply your Brand Board styling directly to all your payment links—logos, colors, button shades, and more.
  • Custom Theme Builder: Prefer to fine-tune? Use the "Choose Theme" option to set custom background and button colors
  • See live preview instantly
How to use?
  1. Go to Payments -> Settings
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  1. Payment Link customization
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  1. Select Brand Board or Custom Colors as per your requirement
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  1. Save and all your payment links will now appear in this new theme
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Why We Built This?
  • To ensure your payment links are as per your brand theme and you can use them in flows wherever needed while keeping the brand voice consistent.
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