Welcome to GHL NEWS! In Today's issue:

• Prospect AI

• Conversation AI

• Service Bookings

Prospect AI just leveled up from a lead finder into something closer to a full AI sales rep, complete with its own activity dashboard and direct CRM pipeline handoff.

Conversation AI got a long-overdue rework too, freeing bots from the old "one primary bot" limitation so your team can route conversations with real precision.

And if you've ever had to cancel and rebuild a service booking just to add an add-on after checkout, that headache is officially gone. Details on all of it — plus a dozen more updates — below.

As always, please click at least one of the news items or reply to the message to make sure you continue to receive GHL NEWS!

This Week's News:

Targeted Edits in AI Builder

AI Builder now applies targeted-edit instructions with precision, updating only the actions or triggers named in the request while leaving everything else untouched. Users can direct sweeping changes — such as bulk copy edits across email or SMS actions, pipeline stage swaps, or sender identity updates — in a single instruction rather than editing each action by hand. The system also supports precise targeting, for example applying specific copy to 20 of 50 emails while leaving the remaining 30 unchanged. This removes the manual, action-by-action bottleneck on large workflows, making bulk editing scale with instruction complexity rather than workflow size.

New Channel Management Conversation AI

Channel Management replaces the single "Primary Bot" model with direct bot-to-channel assignment, letting any bot respond independently across SMS, Email, Facebook, Instagram, WhatsApp, Live Chat, and Web Chat. Routing can be scoped by channel, specific account or number, and contact tags, with more specific assignments taking priority over broader ones and duplicate channel/tag configurations blocked. The feature is enabled via a sub-account-level Labs flag ("Conversations AI Channel Management"), after which existing bots migrate automatically — Primary Bots keep their prior channels, and migration takes about five minutes. The Public API does not yet support managing channel assignments, so changes must be made through in-app controls; existing actions like "Update Conversation AI Bot and Status" and Transfer Bot still work, now applying across all channels rather than one.

Prospect AI gets an activity center & pipeline integration

Prospect AI now includes a redesigned activity center and native CRM pipeline integration, giving users visibility into what their AI sales agents are doing and where discovered prospects go. Agent cards display total prospects found, last and next run times, and specialization, while a new agent home separates a Summary view (configuration, statistics, finding criteria) from an Activity view showing execution history and success/failure logs. When no prospects are found, Prospect AI now explains why and suggests fixes such as widening the search radius, relaxing conversion score filters, or adjusting monthly lead limits. Agents can also be configured to route every newly discovered prospect directly into a specific CRM pipeline and stage, eliminating manual movement from prospecting into sales workflows. A new dashboard summarizes total and active agents, prospects discovered, and monthly lead usage, with search added to help manage larger AI agent teams.

Todoist: Workflow actions & triggers

Todoist is now a native Workflow Builder integration, connected via OAuth, that lets task-lifecycle activity trigger customer-facing automations and lets workflows manage Todoist tasks and projects directly. It ships with three polling triggers — New incomplete task, New completed task, and New project, each checking every five minutes — and twelve actions covering task creation, updates, completion, comments, project/section management, discovery, and collaborator management. All triggers and actions are premium workflow components billed at the standard automation credit rate, separate from Todoist's own plan billing. Common use cases include routing form submissions into the right Todoist project as tasks, closing the loop in the CRM when a task is marked complete, and creating team tasks with due dates and labels for routing and reporting.

Jira: Workflow actions and triggers

Jira is now available as a native Workflow Builder integration, with two triggers (New issue, Updated issue) and eleven actions spanning issue creation and updates, comments, watchers, attachments, work logs, linking, and moving issues to a sprint. Authentication uses OAuth with a friendly account name and email, and every Jira step includes a Cloud Site selector so a single connected Atlassian account can target the correct site when a user has access to more than one. Typical use cases include notifying a customer automatically when an engineer marks an issue Done, complete with a fix summary, and automatically linking new issues that share a support ticket or feature request reference to reduce duplicate work. The integration connects once via OAuth and is then available across all workflows.

Fully Edit Service Bookings—Even After Payment

Service bookings, whether paid or unpaid, can now be fully edited without canceling and recreating the appointment, including adding or removing services, changing add-ons, reassigning staff, and applying or removing coupons. Every edit automatically recalculates the booking total and updates payment status to reflect additional payment required, fully paid, or refund due, and refunds can now be processed directly from the appointment modal. If a refund is initiated but still processing, editing is temporarily disabled (though rescheduling remains available) to keep payment records accurate. Each edited booking continues to update its existing linked order rather than creating a new one, keeping order history clean. Mobile app support for editing bookings is complete and scheduled to roll out the week of July 20th.

HighRise Migration for Forms, Surveys & Quizzes Submission Page

The Submission Page for Forms, Surveys, and Quizzes has been migrated to HighRise, HighLevel's modernized underlying framework, with no visible change to the end-user experience. The move improves platform stability and performance and simplifies the codebase for faster future development. Existing submission workflows continue to function exactly as before, and no action is required from customers or end users. The change is purely infrastructural, laying the groundwork for future improvements to forms, surveys, and quizzes.

Goal Action: Now with Support for User Replies!

The Goal workflow action now supports "User Replied" as a goal event, letting contacts jump directly to a goal step the moment a team member replies to a conversation. When a reply is sent through a supported channel, the contact skips any intermediate workflow actions and moves straight to the configured Goal step. This lets automations stop or redirect the moment human engagement begins — for example, ending a multi-day nurture sequence early once a sales rep replies, or halting reminder messages as soon as a support agent responds. The goal is achieved only by a genuine team-member reply, making it well suited for ending nurture sequences and preventing duplicate messaging.

Wait Step: Now with Support for User Replies!

The Wait workflow action now supports "User Replied" as a wait condition, pausing a workflow until a team member responds to the conversation or an optional timeout is reached, whichever comes first. If a reply arrives, the workflow resumes immediately; if the timeout expires first, the contact can be routed through escalation steps like notifications, reassignment, or reminders. This enables SLA-style automations, such as waiting up to 30 minutes for an agent reply before alerting a supervisor and reassigning the conversation, or waiting 15 minutes for a sales rep before creating an urgent task. Without a configured timeout, the workflow simply waits until a reply is received, making the feature useful for first-response tracking and escalation without custom logic.

Workflow Trigger: User Replied

A new "User Replied" trigger can now start workflows whenever a team member sends a reply to a contact, rather than waiting on customer activity. Once configured with any needed filters, the trigger fires automatically on a qualifying reply and can kick off notifications, tagging, assignment changes, or follow-up automations. For example, a sales rep's reply to a new lead can automatically update the opportunity stage to Contacted and notify the sales manager, or a support agent's reply can add a "Support Responded" tag and schedule a 48-hour follow-up task. The trigger activates only on replies sent by users, not by contacts, making it suited for automating internal processes tied to team activity.

Sub-account Snapshot Load History

A new Sub-account Snapshot History view tracks every snapshot ever loaded into a sub-account, accessible via a new "View Snapshot History" option in the Sub-accounts page Actions menu. Each entry shows who loaded the snapshot, when, its version, and its type (Template, Created, Imported, or Marketplace), and can be drilled into to see the exact assets — such as workflows and calendars — included in that load. Previously there was no simple way to determine when or by whom a snapshot was applied, which made troubleshooting and auditing account changes difficult. The new history centralizes this information for faster troubleshooting, clearer accountability, and detailed auditing, with search and filtering planned as future enhancements.

Services (v2): Payment Enhancements

Services checkout now lets businesses enable a setting that gives customers a choice between paying a deposit or the full amount, available whenever Online Payments are enabled and the service has a deposit configured. Customers financing through Buy Now, Pay Later can now finance the full booking amount rather than only the deposit, for a smoother checkout experience. Deposit calculations have also been improved: percentage-based deposits are now calculated on the final payable amount after discounts, and automatically include add-ons and taxes and recalculate in real time if a coupon is added, removed, or changed; flat deposit amounts are unaffected. These changes give customers more payment flexibility and improve the accuracy of deposit amounts at checkout.

Buffer Time is Now Visible in Calendar Day & Week Views

Pre-buffer and post-buffer times are now visually displayed as informational blocks in the Day and Week calendar views, distinct from actual appointments. Previously buffers were applied behind the scenes but invisible, making it hard to distinguish real appointments from surrounding buffer time. Buffer visibility works across all calendar filters, including Staff/User, Service/Calendar, and Category/Group, and can be toggled on via the new "Show buffer time" control. The change makes scheduling and appointment spacing easier to interpret at a glance without altering how appointments are actually booked.

Control Google Sign-In on Your Client Portal

Sub-accounts can now toggle whether "Sign in with Google" appears on their Client Portal sign-up and login pages, managed directly through Client Portal App Permissions with no support ticket required. Previously, Google Sign-In was always enabled with no way to disable it, which created compliance concerns for businesses operating under regulations such as GDPR. When disabled, contacts sign up or log in using email and password only, or by logging in with a secure code. The control is configured per sub-account and is available on the Client Portal web platform.

New Communities Triggers in Workflows: Automate More, Faster

Four new Communities triggers are now available in Workflows: Group Joining Request Rejected, Group Post Created, Group Comment Created, and Member Registered for Group Event, each filterable by group and, where applicable, channel, post title, post content, comment content, or event title. The additions let admins automate follow-ups, alerts, moderation flows, and event-based engagement directly from member activity inside groups. Triggers are added by searching "Community" under Add New Trigger in the Workflow Builder, then configuring the required group and any optional filters before publishing. This strengthens the connection between Communities and Workflows, turning posts, comments, event registrations, and membership decisions into automated journeys with less manual moderation effort as groups scale.

RCS Messaging is Now Available in Workflows (Private Beta)

New Send RCS and RCS Interactive Message workflow actions let businesses automate rich business messaging — including interactive cards and buttons — directly from Workflows, with different paths triggered based on customer button interactions. The feature is currently available in Private Beta; businesses can request early access through their Customer Success Manager. Private Beta users also get access to 1:1 RCS messaging from Conversations, bulk RCS outreach, and RCS template creation and management outside of Workflows. HighLevel plans to add RCS Onboarding Flows for programmatic sender registration, with General Availability targeted for the end of Q3 2026.

Tags for Courses

Courses can now be tagged by Language, Difficulty, and Topic from Course Settings, using standardized, predefined tags for consistent categorization across the catalog. Tags appear directly on course cards and let learners filter the course library to find content matching their skill level and interests, across both the All Courses and My Courses views. The feature gives creators a way to organize their libraries without relying on custom fields or manual tagging, and gives the Client Portal a more polished, catalog-like browsing experience. Support for creating custom tags is planned as a future enhancement.

Client Portal - Shared File Notifications for Clients

Contacts are now automatically notified when a sub-account admin shares a file with them through the Client Portal, with real-time alerts delivered across the Client Portal web app and the White Label mobile app. Contacts can manage whether they receive in-app and push notifications for shared files through their own Client Portal notification preferences. Admins share files as before — by uploading or selecting a file on a contact and enabling "Upload to Client Portal" — with no extra steps required to trigger the notification. Previously, clients had no automatic alert that a new document had been shared, so the update reduces missed communications around contracts, invoices, and onboarding documents.

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