Conversations

Learn All About the Conversations Feature

What Is It?

The HighLevel Conversations feature gives you one place to manage all two-way communications with leads and customers so you're not having to click from person to person in the Opportunities tab.

Watch the video to see an overview of the Conversations feature and view details about the various functionalities by reading through the descriptions below.

List of Conversations (Left)

The list of Conversations, left side bar, shows all of the contacts (leads or customers) that have replied and require a response.

Unread: This is a filtered view of only the unread conversations so you can quickly work through them and reply as needed or mark the conversation as read (upper right).

Recents: This is a filtered view of the most recent conversations, whether read or unread.

Starred: This is a filtered view of only the Starred conversations, which makes it more helpful to mark a conversation as starred if you need to come back to it later or have another staff member handle.

All: This is an unfiltered view of all conversations both read and unread.

Conversation Thread

The conversation thread is located in the middle of the screen (on desktop computer) and is where you can view all communication - both automated and manual sent - to and from the person.

The conversation thread is great when you have multiple team members working in HighLevel, they can see what has been said to the person and assist where needed.

Send Message / Respond to Message: To send a message to the person, at the bottom of the conversation thread there is a section for sending SMS (text message) or email to them. You can also click on the green phone icon (top) to call them directly from HighLevel.

Use A Template Message: To use a pre-written template when sending an SMS or email, click on the document icon (bottom left) to view available templates and select one to pre-fill the SMS or email message body.

Contact Profile

The contact's basic profile information can be viewed on the right sidebar (on desktop computer).

You will be able to view:

Name
Phone Number
Email Address
Tags
Do Not Disturb designation
Active Campaigns / Workflows (automated communication)

In addition, you can create a new Opportunity card or schedule an appointment on your calendar for the person.

Message Templates

Message Templates can be found by clicking the 'Templates' link at the top of the screen.

Here is where you can view or create an SMS or email template to use in conversations with leads or customers.

To Create A New Template:

Click "Add Template" (upper right)
Select type of template - SMS or Email
Fill in Name, Body, and other fields as needed
Click "Save"

Trigger Links

Trigger Links can be found by clicking the 'Trigger Links' button at the top of the screen.

Trigger links are used when you want to track if someone click a specific link or not or need to create a Workflow to run if a specific link is clicked.

To Create a New Trigger Link:

Click 'Add Link' (upper right)
Name your link
Enter the URL the person will go to AFTER they click the link
Click Save

How to Use a Trigger Link:

When you create a Workflow or Template message (see above), you can click the 'Trigger Links' option to insert the desired Trigger Link in your messaging.