Conversation SLAs (Service Level Agreements) help teams maintain consistent response times and ensure no customer message is missed. This article shows how to setup and track SLAs for Conversations in HighLevel.  To access this feature, enable "CRM Redesign - Conversations + Contact Detail Page (Upgrade)" from Labs. SLA is supported only on the new Conversations page. TABLE OF CONTENTS What is a Conversation SLA? Key Benefits of Conversation SLAs How to Set Up Conversation SLAs Understanding SLA Timers in Conversations Filter and Sort by SLA Frequently Asked Questions Related Articles What is a Conversation SLA? A Conversation SLA (Service-Level Agreement) is a

Save time and collaborate faster in HighLevel with the new HiRise Snippets page. This upgraded design offers a cleaner interface, instant loading, and shareable URLs that remember your view—so your team always lands on the exact Snippet list you’re working with. TABLE OF CONTENTS What is the HiRise Snippets Page? Key Benefits of the HiRise Snippets Page HiRise Navigation & Layout How to Use the HiRise Snippets Page Frequently Asked Questions What is the HiRise Snippets Page? The HiRise Snippets page is the redesigned home for all your text and email Snippets inside the Conversations module. Built on HighLevel’s HiRise design system, it replaces the classic

The Manual Actions page in HighLevel has been refreshed with the modern HiRise interface, offering a faster, cleaner workspace for managing call and SMS tasks. With URL-based filters that automatically save your view, sharing task queues with teammates is quick and effortless. TABLE OF CONTENTS What is the Manual Actions Page (HiRise Design)? Key Benefits of the HiRise Manual Actions Page Where to Find Manual Actions Page Frequently Asked Questions What is the Manual Actions Page (HiRise Design)? The Manual Actions page is where users complete call or SMS tasks generated by workflows, campaigns, or power-dialer queues. The HiRise design refresh introduces an updated layout

The Trigger Links page in HighLevel now sports the crisp HiRise interface—delivering faster load times, easier navigation, and a one-click custom-value picker to build dynamic links in seconds. Welcome to a smoother way to track clicks and automate follow-up. TABLE OF CONTENTS What is the Trigger Links HiRise Design Upgrade? Key Benefits of the Trigger Links HiRise Upgrade HiRise Interface Overview Custom Value Picker Enhancement Sharable URLs with View Preferences How To Use the Upgraded Trigger Links Page Frequently Asked Questions What is the Trigger Links HiRise Design Upgrade? HiRise is HighLevel’s modern design language that unifies layout, typography, and

HighLevel’s redesigned Conversations experience delivers a faster, clearer inbox with four flexible panels, upgraded filtering (including tags + AND/OR), and a modern email composer. Teams can triage, collaborate, and act without leaving the thread. This article explains what’s new and how it helps. TABLE OF CONTENTS What is the New Conversations Experience? Key Benefits of the New Conversations Experience Navigation and Layout 1. Inbox Panel 2. Chat List Panel 3. Message History Panel 4. Right Panel Tags Filter AND / OR Operators Email Composer Enhancements Keyboard Shortcuts Frequently Asked Questions Related Articles What is the New Conversations Experience? The Conversations module

Overview Internal Chat allows users to communicate privately with their sub-account users within the Conversations module. This streamlines discussions and enhances internal collaboration. Unlike contact conversations, internal chats are visible only to participants, ensuring conversations remain private. What's Covered in This Document Inbox Overview How to Start an Internal Chat How to Add Users to an Existing Internal Chat How to Get Notified About Internal Chats Who Has Access to Internal Chats Inbox Overview Once you enable Internal Chat from Labs, a new Inbox panel appears on the left side of the Conversations interface. This panel includes two key inboxes

We are thrilled to introduce a feature that redefines how users interact with our platform—Activity Cards. This innovative addition is your window to a consolidated view of essential updates, designed to streamline your experience and empower you with real-time insights. They empower users to stay up to date on critical changes in real-time. No more delays, or navigating to different modules. The impact is real-time awareness that enhances your decision-making capabilities. TABLE OF CONTENTS 1. Opportunities 2. Appointments 3. Do Not Disturb (DND) DND Attribution in Activity Cards  4. Invoices   These cards bring the action to you. You can

Overview The Quick Replies feature enables users to create predefined response prompts for Facebook and Instagram messages, allowing for faster and more efficient communication. This feature is especially useful for businesses that receive frequent inquiries, enabling them to respond promptly and maintain engagement with customers. Setting Up Quick Replies: Navigate to the automation section in your dashboard, select “Workflows” at the top, and "Create Workflow" or edit an existing one. Set up a trigger, such as a customer comment on a Facebook or Instagram post, and select the specific post if needed. Choose “Reply to comment via DM” or “Reply via DM” under Facebook’s

Group Chat for SMS lets your team message small groups of contacts from a single conversation thread on both desktop and mobile. This article shows you how to use the Group Chat feature to start conversations with multiple clients, team members, or stakeholders so you can communicate faster, clearer, and more effectively. TABLE OF CONTENTS What is Group Chat for SMS? Key Benefits of Group Chat for SMS Requirements to use Group Chats Group Chat Behaviors and Limitations How to Create a Group Chat (Desktop) How to Create a Group Chat (Mobile) Managing Group Chats Frequently Asked Questions Related Articles What

Use Internal Comments and @mentions in HighLevel Conversations to collaborate privately inside a contact thread without exposing notes to the contact. This article defines what internal comments and @mentions are, who can use them, and how to post, search, and notify teammates. TABLE OF CONTENTS What is Internal Comments in Conversations? Key Benefits of Internal Comments in Conversations How to Add Internal Comments in Conversations How to Filter Internal Comments Managing Notifications Frequently Asked Questions Related Articles What is Internal Comments in Conversations? Internal comments are private notes you add to a conversation thread that are never sent to or