Conversations

Users should be able to search all emails when viewing a contact. For instance, a contact sent an email with "contract" in the body. Users should be able to enter "contract" in the search box, and the relevant email should appear.

After I send an email in ghl. I sometimes get asked if I can forward it to another email address and unfortunately I can not. HIGHLVL-I-3384

Can we add this into the conversations? This will help solve contacts that are spams. If they are marked as spam then all their future correspondence including SMS, emails, and calls are filtered. By filtered: calls will not ring on our end, emails and sms will not show on the conversations tab but will be kept on the contacts hidden for database purposes.

PROBLEM: all conversation tabs are essentially the same, with little to no clue as to what is happening in each one of them. Salespeople find it hard to understand at a glance what is pending and what is yet to be done. SOLUTION: introducing conversation tags (even customizable, just like regular tags) could change this - once someone has answered a customer, say, via email, they could tag the conversation as "waiting for offer acceptance" as a reminder of the next step to take. This is already implemented in other softwares, such as Spoki, and it really helps organizing the conversation tags.

Many bulk email platforms have a "subscription center" that people are taken to when unsubscribing. It lets the subscriber choose which campaigns to unsubscribe from, or system emails, or all. Right now it's a very aggressive DND option which leads to a lot of unintentional unsubscribes from things they still wanted such as invoices and appointment alerts etc.

Add the ability to disable a staff member from being able to delete a conversation.

You should seriously improve Conversations to have a look and feel of a proper email client. There are loads of decent open source clients out there that can be used as a reference. Currently Conversations operate like the Outlook of old that you used to get with Windows 95/98 (And yes, I go further back than that). Bulk email sending is one thing, but having a one-on-one email/WhatsApp conversation with a client becomes cumbersome with the current setup. So here is a brief rundown of what we reckon might make this a very powerful Conversations tool: 1) True email support (send/receive + 2-way sync) Native IMAP/SMTP connectors for Google Workspace & Microsoft 365 with two-way sync (read/star/labels/folders, sent items, drafts). Per-inbox identities & signatures (HTML, images, variables). Signature rules by pipeline/brand/sub-account. Rich composer (HTML, quoting, inline images, attachments, templates, variables, merge fields). Threading by Message-ID/In-Reply-To—proper email conversation view, not just a flat stream. Read receipts / link tracking toggle per message. Bounce/complaint handling + clear SPF/DKIM/DMARC status badges on each thread. Auto BCC to CRM and log-to-opportunity mapping. 2) Folders, labels, and views (real organization) Folders & Labels (nested folders + multi-label like Gmail). Saved Views with filters (channel, assignee, tag, status, SLA risk, sentiment, last inbound > X hrs). Rules/Filters: if from: domain X + contains: keyword Y → apply label, assign to team, set priority, add tag, start workflow. Snooze (until date/time) and Remind me (nudge tasks back to the top). Pin, Star, Flag for VIP threads. 3) Shared-inbox features for teams Assignments & @mentions, internal notes (private to team), collision detection (“Dana is replying…”), draft handoff. Round-robin & skills-based routing (language, product line, tier). SLAs (first response/next response/time to resolve) + breach alerts. Workload view (per-agent active threads, aging buckets). Audit log (who replied, changed labels, merged, deleted). 4) Omni-channel done right (Email + SMS + WhatsApp + Voice) Unified Conversation per contact across email, SMS, WhatsApp, FB/IG DM, web chat, voice/voicemail—one timeline. Channel-aware composer (shows allowed WhatsApp templates; SMS length counter; email HTML). Voicemail transcription inline with audio, “call back” one-click, and Missed-call → email follow-up macro. WhatsApp template library with variables + approval status; quick-switch between channels on the same thread. 5) Search that actually finds stuff Fast, indexed search with operators: from:, to:, subject:, has:attachment, tag:, channel:email, before:/after:. Search inside attachments (PDF/Docx) using text extraction. 6) Templates, snippets, sequences Shared templates (per brand/pipeline/channel), personal snippets ("/thanks"). Mini-sequences from inside the thread (e.g., 3-step follow-up by email, then SMS fallback). Variables & conditional blocks (if service = “color” then include aftercare A). 7) AI that actually helps (not replaces) Suggested replies (grounded in the KB), tone control, summarize thread, extract tasks, next best action. Auto-tagging (intent, sentiment, topic), auto-route by intent. Redact PII in internal notes/export if enabled. 8) Compliance & consent Per-channel opt-in/opt-out status visible on the composer. Consent capture logs (who, when, channel) + block sending if not compliant. Attachment policy (block risky file types). 9) Reporting By channel: volume, response times, SLA, CSAT. By agent: handling time, first-reply time, backlog, resolution rate. By topic/intent: what’s driving support volume.

Currently we have to manually mark each conversation as read. Just like gmail, you can set it to where when you open a conversation (email in gmail) it auto marks it as read. Productivity and efficiency would increase with this. thanks! HIGHLVL-I-482

Our clients are companies so our conversations need to show the conversations with associated contacts. This "company first" mode is common in CRM platforms where you toggle if your clients are businesses or individuals.

When emailing a contact via the HL UI, the FROM email address should always default to the email address specified in that account's Setting > Email Services configuration. Failing to do so is irrational, as defaulting to sending FROM the email address assigned to the currently logged-in user means SMTP authentication will fail, except in rare instances where it just so happens the currently logged-in user has the exact same email address as the one specified in Settings > Email Services. This is particularly egregious when one has an Agency with many subaccounts, all of whom are for different users. Example: Say my name is Bob Smith, email bob@smith.com , and I log into my account as an Agency admin. I have subaccounts for different staff members: Jim Johnson, jim@johnson.com , and Kevin Nations, kevin@nations.com . Each one of these users wants to communicate with their contacts using their own email address, so SMTP auth for each account is of course set up to use their respective email address (and, of course, their address will be used 95% of the time, since they will be the ones using the account). Because HL is configured illogically in-regards contact email FROM settings, every time I go to a specific subaccount, and attempt to send a contact an email, HL defaults to sending from bob@smith.com , my email, instead of jim@johnson.com , the email configured in Settings > Email Services.. So every single email I send to a contact on Jim Johnson's account, I have to edit the FROM field every single time. And every other user has to do the exact same thing any time they access any other subaccount that isn't their own.