CRM

You guys added Default Text to custom fields in emails which is awesome! Would you add that to SMS as well? Most of our marketing mixes emails and SMS, so I would like my text messages to have a default value when their custom field is null...just like it would in an email now. Thank you!

One feature that would take GoHighLevel to the next level for me is more detailed open tracking for one-to-one emails sent through a connected Google Workspace account. HubSpot, Zoho CRM and several other CRM platforms already provide this functionality. They show whether an individual email has been opened, how many times it has been opened, when it was opened and can send app or desktop notifications when this happens. The value is not simply knowing that an email was opened. The pattern of activity helps guide the right follow-up. For example, if someone opens an email once and replies immediately, no further action is needed. However, if they open it several times without replying, that may suggest they are interested, reviewing the information or have questions. That gives us a reason to follow up at the right time. I have also had leads reopen an email several months later. Receiving a notification at that point creates a genuine opportunity to reconnect while their interest may be active again. In my business, we often need to move quickly. Clients may be making time-sensitive finance or property decisions, so having visibility over when they are engaging with an email can make a real difference. It helps us respond faster, prioritise follow-up and avoid missing opportunities. It would be particularly valuable if GoHighLevel could provide: * The total number of opens for each one-to-one email * The date and time of each open * Real-time desktop and mobile app notifications * Tracking for emails sent from within the CRM through Google Workspace * Clear visibility of this activity within the contact record GoHighLevel already has excellent automation, SMS and pipeline functionality. Adding this level of individual email engagement tracking would make it even stronger for sales teams and professional service businesses. This is currently one of the main reasons I am considering remaining with HubSpot, particularly when competing platforms such as HubSpot and Zoho CRM already offer it.

I'd like for notes to show up in the conversation thread the same as internal comments do, as well as have them customisable like sticky notes, colours, styled, etc. Additionally, have the ability to do so via API

Currently, when using the “Charge Now” feature from a contact record in HighLevel, the business is responsible for absorbing the payment processing fee. HighLevel should add the option to automatically apply the sub-account’s configured Processing Charge when using “Charge Now,” allowing businesses to pass the processing fee on to the customer. The fee should be clearly displayed before the transaction is processed and added to the total amount charged to the customer. This would create consistency with invoices, payment links, forms, and other HighLevel payment methods that already support Processing Charges. Many businesses regularly accept payments over the phone or manually charge customers directly from the CRM. Adding Processing Charges to “Charge Now” would help businesses recover transaction costs while keeping the entire payment process inside HighLevel.

HighLevel needs native LINE integration if it wants to win the Taiwan / Japan / Thailand agency market. I am using HighLevel for funnels, CRM, automation, event registration, reminders, and client follow-up. But in Taiwan, LINE is not optional. For many businesses here, LINE is the real customer communication channel. Not WhatsApp. Not SMS. Not email. Not Messenger. LINE is where customers actually reply. Right now, Taiwan GHL agencies need to use workarounds like Make, n8n, Zapier, custom webhooks, or separate LINE OA systems. This creates a few serious problems: Conversations are split outside GHL Contact data is hard to match properly Agencies cannot manage LINE replies inside Conversations Workflows cannot natively trigger from LINE messages Event reminders, QR check-in, appointment reminders, and sales follow-up become messy Clients feel GHL is incomplete for the Taiwan market For webinar, seminar, coaching, education, real estate, clinics, restaurants, beauty, insurance, and local service businesses in Taiwan, LINE integration is not just a nice feature. It is a core sales and retention channel. What we need: * Connect LINE Official Account to HighLevel * Receive LINE messages inside Conversations * Reply from HighLevel inbox * Trigger workflows from LINE messages * Send LINE messages from workflows * Map LINE user ID to GHL contacts * Support tags, custom fields, appointments, opportunities, and campaigns * Allow agencies to resell this as part of SaaS mode This would help HighLevel grow much faster in Taiwan, Japan, Thailand, and other LINE-heavy markets. HighLevel already has WhatsApp, Messenger, Instagram, TikTok, SMS, email, and voice. LINE should be the next major APAC channel. Any other APAC agencies facing the same problem? Please comment your country and use case so the HighLevel team can see the real demand.

Requested feature: Introduce a client-controlled "sub-agency" / parent tier that sits between the agency and the individual sub-accounts. This parent account is owned by the franchise or lead organization and gives them a scaled-down version of the access we have as an agency — limited to their own group of locations. From the parent account, the client could: Assign and manage users centrally, from one place. Delegate each user to whichever location(s) they choose — without logging into each sub-account individually. Navigate and switch between their own locations (and their delegated users can do the same). Current behavior / limitation: As an agency, we can navigate freely between all sub-accounts and control user assignment centrally — we decide who gets added and to which locations from our level, without logging into each sub-account one at a time. A franchise or multi-location brand has no equivalent. Each location is its own sub-account, with no parent layer the client controls. So if the franchise wants to add or assign a user, someone has to go into each individual sub-account and add that user location by location. The only way to give a client centralized, agency-style control today is to hand them a direct HighLevel account — which defeats the purpose of running a white-label agency. (To be clear: once a user is added to multiple sub-accounts, they can already see and switch between the locations they're associated with — that part works. The gap is that the parent organization can't control that provisioning from one place. Only the agency can.) Scope / details: The parent / lead organization controls user provisioning and delegation across its own locations only — not the wider agency. Everything lives under our white-label. No HighLevel-direct link required. Complements: at this parent tier, the org would also benefit from logging in as users within each location to verify connections and assist. Why it matters: Multi-location clients want centralized control over their own users and locations from one account — not by logging into each location separately to manage people. Right now the only way to deliver that is a direct HighLevel signup, which pulls the client outside our white-label and weakens the agency relationship. A client-controlled parent tier keeps franchises and multi-location brands fully inside the white-label, lets them self-manage their own organization, and removes the manual, location-by-location user setup.

At the agency level, we can switch into any sub-account and log in as any user to verify integrations (email connection, calendar, payments, etc.) and troubleshoot on their behalf. Sub-account Admins have no equivalent ability for the users inside their own account. When a user's integration is broken or unconfigured, the Admin can't see it from that user's seat and has to escalate to us. Requested feature: Give sub-account Admins the ability to log in as (impersonate) any User within their own sub-account — mirroring the access an agency already has across sub-accounts — so they can verify connections, confirm setup, and assist their team members directly. Scope / details: Available to Admin-role users within a sub-account. Applies to existing users and any users added later. Strict permission boundary: an Admin can only impersonate users inside their own sub-account, never across sub-accounts. Why it matters: This pushes basic verification and troubleshooting down to the people who own the account, instead of routing every "is my email connected?" question up to the agency. It reduces agency support load, lets client-side managers self-serve, and brings sub-account Admins in line with the access model agencies already have.

See screen recording for a demonstration. The issue is that the "circle" before the options in a radio select field type does not actually change the selected option when you click the circle. It does change the option if you click on the text of the option, but not the radio circle itself. This has caused issues with our team where sales staff believe they changed statuses, but no change took place even though they selected the option. This bug was introduced with the new contact details UI overhaul.