Conversations

Bug Report: Missing SMS & Email Replies Due to Contact Assignment Rules Issue Summary Currently, SMS and email replies are only visible if the user is assigned to a contact. This is a major flaw because assignment is optional in the system. As a result, users are missing important responses, leading to lost opportunities. Key Problems: SMS & Calls: Users can make outbound calls and send SMS without assigning the contact to themselves. If the contact replies via SMS, the user never sees it—even if it’s sent to their assigned number. If the contact calls back, the call routes correctly, but the user still can't see the contact in their CRM. Emails: If a user emails a contact but forgets to assign themselves, they will never see the reply unless they manually check the unassigned inbox. Non-admin users with "Only Assigned Data" permissions cannot see unassigned messages at all, making this even worse. Even for admins, the “My Chat” filter hides unassigned replies, making responses easy to miss. Filters & Workflow Gaps: The “My Chat” filter works well but only in the sense when contacts are "Assigned". There is no "My Chat" filter that is assigned user phone based and user email based. This would catch all SMS messages responding back to that users phone to notify the user as well as emails back to that users designated email. This is what the user HAS to see regardless if the contact is assigned or not to them. Most of the time users just forget to assign the contact to themselves but this creates a major problem. Any SMS/Call or Email directed specifically to a user should at the minimum make the user a follower. This issue affects all users, including admins, making it a system-wide flaw. Proposed Solution: Auto-Assign Contacts When Users Initiate Communication: If a user sends the first SMS or makes the first call to a new contact, auto-assign that contact to them. Auto-Assign Contacts Based on Incoming Communication: If a brand-new contact calls or texts a specific user’s assigned number, auto-assign the contact to that user. Email Handling Fix: If a contact emails a user’s specific email address, auto-assign the user as the contact owner (if unassigned) or at least add them as a follower to receive notifications. Why This Needs Fixing: Right now, important customer interactions are being lost simply because contacts aren't assigned. Users are missing replies to their own emails and texts, even when sent directly to their number or email. This is a critical bug that needs to be addressed to prevent lost leads, miscommunication, and system inefficiencies.

I was testing some emails and all emails that used trigger links were marked as spam and phishing risks in gmail. This makes it hard to start relationships with those who responded to your advertising and your email now looks like you're a scammer.

When testing the instagram messages with High Level it was great, but when I marked a conversation as read, it did not carry over to Instagram. I would have to mark them as read in IG and HL which takes a lot of time. This is should be fixed

Emails open at the bottom of the email....all I ever see is the signature block. I then have to scroll up to the top to begin reading the email which is a waste of time and unnecessarily. Emails should open at the top where they can be read. For companies that receive hundreds of emails per week, we don't have time to waste hunting where the email starts before we can begin reading a response, for every email. This is a critical shortfall in the conversations functionality. Until this is fixed we cannot use High-Level as a CRM.

Right now, when you get tagged in an internal notification, there's no way to acknowledge that it's been handled so it continues to come up and you never really know if you've handled all the stuff in the contacts you were mentioned in. Would love there to be some kind of acknowledgement where you can mark it as "read" or "done" so it no longer shows up in the "mentioned me" filter.

There is no option to enlarge fonts across a users profile on the GHL platform for those that have poor site. This should be absolute basic for access for all.

Users that are added as a Follower should also have access to call recordings. I was told by support to turn off the "User Permissions" for "Only Assigned Data" in order for that follower to listen to the call recordings. However, this is not a feasible solution and counterintuitive to the purposed of Followers. Users who need to be restricted to their Assigned contact AND/OR Followed contacts need the "Only Assigned Data" setting turned ON. Followers were introduced to grant access to specific contacts regardless of the Assigned user. Restricting Follower access to call recordings impedes the Followers' ability to comprehend situations fully and make informed decisions. Simply disabling "Only Assigned Data" defeats the entire purpose of the Followers feature. If we disabled the "Only Assigned Data", then we would not need the Followers feature, as that user would be able to see all the contacts. In Summary: Followers should have access to call recordings. Disabling 'Only Assigned Data' for this purpose is counterintuitive. Followers are meant to grant access to specific contacts beyond assigned ones. Restricting access to recordings hinders their ability to understand situations fully and make informed decisions. Disabling 'Only Assigned Data' would negate the need for the Followers feature altogether."

Clicking reply gets rid of email info, the whole gui for emails / mailouts in conversations looks very basic, and you can't easily see where the unread messaages are

Currently we can only select one channel at a time in conversations view, which makes it difficult to monitor multiple social media simultaneously. We need the ability to select multiple channels (Facebook, Instagram, WhatsApp) to view all social media conversations consolidated, without mixing internal contact messages. This would significantly improve our workflow efficiency. Thank you for considering this enhancement

Text messages are taking too long to be sent. I send lots of texts and GHL can't keep up so my texts are rec'd out of order.