Conversations

Right now the UI in conversations is confusing. Here are two improvements that will help us and our clients: Make it more clear what channel a message was sent from. The current icons that show the channel are small and not specific. Make email threads easier to read and understand. The current system for email threads is clunky and unintuitive.

The clients and ourselves shouldn't need to open and refresh the "conversations" from the left side menu to check if there are unread messages. Next to conversations it would be great if there could be a number highlighting either how many unread messages you have or that you currently have unread messages, so to prompt you to go in there. This is a very basic feature for any platform that has conversations or messages so hopefully the team at GHL agrees :) See my beautiful picture, handdrawn.

Currently you can only have on chat with all the same users. I need to have chats with a unique thread and different Subjects but still have all the same users. For example; Chat 1: Client Job A, Chat 2: Client Job B, Chat 3: Client Job C

Currently, the HighLevel Conversation Inbox does not support pasting images (via Ctrl+V) or properly rendering inline images from incoming emails. Instead, users are required to manually upload images as attachments, and inline images in received emails often fail to display, even though they are visible in standard email clients (e.g., Outlook, Gmail). Problem: Agents cannot quickly paste screenshots or copied images into conversations, which slows down response times and makes communication less efficient. Inline images from clients (base64 or CID embedded) are not displayed, causing incomplete context in customer conversations and requiring agents to open the same email in Outlook/Gmail to see the missing visuals. Proposed Solution: Add support for inline image pasting (Ctrl+V or drag-and-drop) directly into the Conversation Inbox composer. Ensure the Conversation Inbox can render and display inline images from incoming emails (base64 / CID attachments). Ideally, allow both inline display and attachment download for full transparency. Impact: Faster communication workflows (especially for teams sharing screenshots or quick visual updates). Improved customer experience by showing complete emails directly in HighLevel without needing to switch to external email clients. Greater adoption of the Conversation Inbox as a true all-in-one communication hub. Priority: High This impacts day-to-day usability and efficiency for many agencies and businesses using the Inbox as their primary communication tool.

Allow sync to email services besides Gmail and Outlook. Many businesses use email providers other than those two, so this seems pretty important.

When sending an email in conversations to a specific client, Id like to be able to track if they click a link (when its outside the platform).

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.

I just lost an affiliate client to this feature. There are two parts to this request. Make it clear upfront in the marketing and in the dashboard that Outlook users with custom domains must set up MX records for conversations to work properly. Simply using the default Leadconnector domain only allows outgoing emails. It took us 4 weeks to learn we had to do this just to get replies to come into the conversations tab. The conversations tab needs to be able to accept inbound emails from leads. This works fine with the Gmail integration, but does not work with the Outlook integration. For my client, whose company uses Outlook, this was a dealbreaker, since for him, the CRM was the thing he needed most. We didn't discover this until yesterday (6 weeks after signing up), and that's when he asked for a refund. There was also another issue where every time he sent an outgoing email, it would be "unsuccessful". Reconnecting the Outlook account didn't resolve this. But clicking the little red arrow every time did. However, because of his laptop screen size, the sent messages were above the fold of the email composer, so he couldn't see that his emails weren't going out until he checked back later, wondering why his customers weren't receiving his emails (see screenshot). This unsyncing issue may also have impacted the ability for conversations to function appropriately. I also notice there's a 3MB limit on attachments and larger attachments would prevent syncing. We didn't get far enough for him to send attachments, but this would have been another obstacle to his success since he sends image-heavy product PDFs to his clients that are larger than that size as part of his sales process. I know everyone here is doing their best. I'd love to see this worked out since a lot of folks in my audience use Outlook, and I wouldn't feel comfortable selling this to them until it's sorted out. I hope this is helpful!

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.

Having more than one person on a lead/contact is typical, particularly when an assistant helps/work with said contact. I'd like to see followers get notified of when a contact/lead replies to them in particular. Currently only the owner gets notified of all communications regardless whether the response was for the assigned "owner" or the "follower." The "owner" should not be getting notified for communication between "follower" and lead/contact. Unless specifically requested by "owner". In addition, I think he follower should also be able to see the contact in their respective opportunities pipeline/stage as any other "assigned" lead/contact.