Conversations

Need function to DND, Block and report Phishing and Spam Emails

Not to be rude, I love SLA's, just hoping to catch some Dev's attention. These 3 below items are critical to be useful for the majority of business owners here who utilize this CRM. Option for SLA's to only count during business hours. (MOST IMPORTANT) (SLA reply times are inaccurate. They allow weekends, nights and holidays to artificially increase reply time averages SIGNIFICANTLY). This alone renders these useless. Opition for SMS SLA's to stop after completed phone call. As communications would have been handled via phone call, there is no need to keep the clock running for reply times. Currently, only Phone Call SLA's are reset by calls. There needs to be an option for SMS SLA to be overridden by a completed phone call. Optional for marking as read to dismiss all SLA's. Example: If User says thank you, and the Contact replies thank you, it would be odd for User to reply saying "Thank you" for 2nd time. So instead, User marks conversation as read, to avoid showing an "unread" message in inbox. It would be logical to have SLA stopped since conversation has been ended. Please add all 3 of these functions and I feel this function would be actually accurate and extremely useful for us all.

Currently, SLA appears to continue counting regardless of whether the team is within or outside office hours. It would be very useful to have an option to configure SLA based on specific working hours, similar to business hours. For example: Office hours: 9:00 AM – 6:00 PM SLA should only be calculated during these hours. Outside office hours, the SLA timer should pause automatically. The SLA timer should resume when the next working day/office hour begins. Ideally, this should also support different working hours for different days. Public holidays or specific dates should also be configurable as non-working days. Example: If a lead sends a message at 5:00 PM and the SLA is 1 hour, the SLA should only count the 1 hour during working hours. If the office closes at 6:00 PM, the remaining SLA time should pause and continue the next working day. This would make SLA tracking much more accurate and practical for businesses that operate based on specific office hours. Expected benefit: It would prevent teams from being penalized for SLA breaches that occur outside their actual working hours and provide a more accurate measurement of staff response ti

Hey i would like to see in the chat box more filters including Date range Who ever replied only How to download the chat box (even by date) The chat box is the $ it should be easy to do AND I KNOW IT MIGHT BE POSSIBLE THROUGH MAKE BUT IT SHOULD BE EASIER THROUGH GHL!

Email syncing is fantastic, but it's a big security risk for many companies who don't want to share all emails with all of their GHL users. Sometimes, the company manager may communicate sensitive information to other employees internally, and if they are added as contacts, their internal emails sync to GHL and every user can see it. Or, maybe the company CEO discusses some business sensitive information with external investors or other parties, and their emails should also not sync. It should be possible to do the following two things to make the system more secure: Add a "block list", so that some specific email addresses or entire domains don't sync. (So that for example if a company manager discusses sensitive information with for example a partner company, emails sent to and from that partner company don't sync, even if they are added to the system as contacts.) Remove already synced emailis from the system (so that if some sensitive information has synced, it can be removed).

Trying to find much anything in there is all but unworkable now. There are two problems: First, you cannot scroll thru all activites in conversations; you are forced to scroll up a little, and then click "Fetch older messages", over and over and over. That's too slow. Second, you cannot seach for a word or phrase to find the thing/activity which took place. Continuing to improve the integration of all the types of customer activities which take place into one chronological history is very good. But it's of limited use to us, until we can actually find and retrieve things there.

Problem: Today, if a conversation or message is deleted, it is gone for good. And if we don't want reps to see the full history of a contact, our only option is to delete it. That forces us to choose between protecting data and keeping our records for compliance, QA and dispute resolution. Request: Automatic retention: save the full conversation history (SMS, email, calls/voicemails, chat, social DMs) automatically, even if a message or thread is deleted or hidden. Hide instead of delete: let admins (or a workflow action) hide specific messages, a date range, or an entire thread from users/reps without deleting it. Permission-based visibility: add a user permission such as "View full conversation history" so reps only see what is visible, while admins can still see everything. Admin archive/restore: give admins a place to view, search, export and restore hidden or deleted messages, plus an audit log of who hid/deleted what and when. Why it matters: compliance and record-keeping, protection against accidental or malicious deletion, cleaner rep views, and full history available whenever we need it. Related posts: https://ideas.gohighlevel.com/contacts/p/ability-to-restrict-contact-conversation-deletion https://ideas.gohighlevel.com/conversations/p/let-users-access-any-contact-and-view-notes-tasks-and-tags-but-restrict-access-t https://ideas.gohighlevel.com/conversations/p/restore-deleted-conversations

I'd like to see a normal REPLY TO option when emailing from conversations, AND from automation workflows. Right now in conversations I can quasi reply, but it doesn't auto fill the subject line from what I'm replying to, and it doesn't have the body of the message I'm replying to. This also goes the same for responding back to email from an automated workflow. There's absolutely zero option to find what the subject was from the GUI, or even the API. TL-DR; Need an actual REPLY-TO email option that works.

We really need the ability to filter conversations based on specific words used in a reply. Added to this, we should also be able to bulk select those filtered conversations and add those contacts to a workflow - I'm currently forced to check each and every conversation one by one and manually add each contact to a workflow.

It would be helpful to paste images directly into chat using Ctrl+V, instead of only uploading files. This would speed up sharing screenshots and visual information with team members and clients.