Conversations

The Conversations page in GoHighLevel is extremely difficult — nearly impossible — for teams to use effectively when multiple employees are involved. Our company, like many others, has several team members who each have their own phone number within the system. Customers might text one number or another depending on who they’ve spoken with before. For example, a customer might text TIM in the office about scheduling, KRISTEN about an estimate, and JOHN in the field about running late. These messages all appear in the same conversation thread, making it very unclear which internal number (and which team member) the customer is talking to. Technically, it IS possible to see who they’re texting — but it’s NOT INTUITIVE at all. You have to click the three dots, open the details, and look closely to find it. That’s simply not practical for busy teams who need to move quickly or for less tech-savvy employees who might not even realize that detail exists. The result is constant confusion and mistakes: employees reply from the wrong number, conversations overlap, and customers receive multiple conflicting responses. This isn’t about assigning a customer to a single user — that wouldn’t make sense for a real business where multiple people communicate with the same customer about different things. The issue is that THE SYSTEM DOESN’T MAKE IT VISUALLY OBVIOUS WHICH INTERNAL NUMBER OR TEAM MEMBER A MESSAGE IS TIED TO. At a minimum, GoHighLevel should make this distinction VISUALLY CLEAR AND EFFORTLESS TO IDENTIFY — for example: Displaying a VISIBLE LABEL, ICON, OR COLOR CODE showing which internal number each message belongs to. Offering TABS OR FILTERS FOR EACH PHONE NUMBER, so users can view conversations for one number at a time, or switch to a COMBINED TAB that shows all messages together if desired. This would make the Conversations page far more usable for real-world teams with multiple people communicating through separate numbers. This issue has been raised before, but it appears to continually be overlooked. It’s not a minor design preference — it’s a CORE USABILITY FLAW that causes confusion, duplicated work, and communication errors daily. PLEASE CONSIDER PRIORITIZING A SOLUTION.

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.

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!

In Conversations (GHL) we can choose the sender number (From) for SMS from the numbers enabled on the account. However, for WhatsApp this selection does not appear—the system always uses a single default number. Problem: It isn’t possible to choose which WhatsApp number to use in a conversation with a contact. We need each SDR to message from their own number (already provisioned in the WABA – WhatsApp Business Account), preserving identity and per-number history.

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.

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

How do I disable the option to that automatically sends a message when I hit enter on my keyboard? Because this is a big problem for me and my clients and it's really inconvenient since we mostly use a computer to communicate with customers so whenever we hit the enter key to start a new line in ends up sending the message. And, as you can imagine, a lot of message get sent by mistake and only causes problems. I would love to have a solution where we can turn this setting off. Thanks, Paul Facey

Currently, neither the GHL app nor the browser version allows me to copy and paste an image directly into the conversation. For example, when I copy an image from my documents folder and try to paste it here, it doesn’t work — the only option is to manually attach it using the “attach files” menu. It would be great if the copy–paste function for images could be supported in future updates, as it would make uploading visuals much faster and more intuitive.

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.

Currently, when sending an email via the conversations area, it auto populates with the user's email and name. There should be a setting to default From Name and From Email in Conversations to the Business Email and Business name for example. A lot of the time users will use their personal email, or the business has an agency person looking after their communications and their user email isn't branded, or the business simply wants to have all communications sent from their main business information. I have been informed that this is an option within the LC Email Settings, however this isn't going to work for our clients as they operate with Mailgun or have integrated an existing email domain/provider. Furthermore, this has nothing to do with the email domain provider, it is simply a setting that should be available in GHL. It simply doesn't make sense that, to be able to do that, the user has to change the From Name and Email manually every time a reply is sent. I'd appreciate if this could be looked into as soon as possible as it is of great importance for our clients.