Your leads are already talking to you on WhatsApp. Until now, collecting their details meant sending them a link, which meant sending them away. You can now open your form inside the conversation, so the lead answers your questions without ever leaving the chat.

> 📉 Every link out of a WhatsApp conversation is a place a lead can quietly disappear. This removes that step entirely.

What's new

💬 Your form, inside the conversation

• No redirect, no browser: Send a form as a WhatsApp Flow and the customer fills it in the chat window they are already in. They never switch apps, so there is no landing page to abandon and no "I'll do it later" moment.
• Use the forms you already built: Pick any existing form instead of rebuilding it for WhatsApp. If you need a new one, you can build it without leaving the Flows screen.

👁 See exactly what they will see

• Live preview as you build: Your fields render as a real WhatsApp Flow while you configure it, so what you approve is what lands on the customer's phone.
• Only supported field types are carried over: Field types WhatsApp Flows cannot render are left out before you publish, so you find out at build time instead of discovering it from a broken send.

📥 Answers land where you work

• Straight into Forms > Submissions: Every response is stored and mapped to the right contact automatically. Nobody copies anything from a chat into the CRM.
• Published flows stay stable: Once a flow is published, later edits to the underlying form do not change what it collects, so your data stays consistent across a campaign.

How to use it

1. Go to Settings → WhatsApp → Flows and click Create Flow.
2. Choose Form submission.
3. Select the form you want to send and check the live preview.
4. Configure the WhatsApp template that carries it, including the button customers tap to open the form.
5. Publish, then send it from Conversations, a workflow, or a bulk action.

Why this matters for your business

The gap between "interested lead" and "qualified lead" is usually a form, and that form usually lives on a website. Every redirect you ask a lead to take is a step where attention leaks: they tap the link, a browser opens, something distracts them, and the conversation goes cold with the questions still unanswered. Keeping the form inside WhatsApp removes the handoff that causes it.

• No handoff to lose people at. The question and the answer happen in the same thread, on the app they already have open.
• Qualified before the first conversation. Budget, goal, timing and anything else you ask for arrive attached to the lead, so your team opens with the plan instead of the questionnaire.
• No manual data entry. Responses map to the contact on their own, which keeps your pipeline clean without anybody re-typing.
• Works for more than intake. Lead qualification, onboarding, feedback and registrations all run the same way.

Open Settings → WhatsApp → Flows and turn your highest-traffic form into a WhatsApp Flow.

Turn social engagement into conversations, leads, and opportunities — all from one inbox.

With Social Comments in Conversations, comments on posts published through Social Planner now appear directly in the Conversations Team Inbox, alongside SMS, email, and DMs. Your team can respond to comments, continue conversations privately, identify high-intent leads, and automate follow-ups without switching between platforms.

What's New

1. Social Comments in the Team Inbox

• View social comments directly in Conversations with key context including:
• Commenter name or social handle
• Comment preview
• Original post
• Social platform
• Timestamp

Use the Social Comments filter to quickly find and manage social comment conversations.

2. Post Context in Every Conversation

• Every social comment conversation includes the original post, giving your team the context they need before responding.
• View the post thumbnail, caption, social account, platform, and a View Post link to open the original post.

3. Automatic Contact Creation

• Every new commenter is automatically created as a contact, making it easier to turn social engagement into a lead.
• If someone comments again, their existing contact is matched automatically, preventing duplicate contacts.

4. Public Replies & Private DMs

Respond directly from Conversations:

• Public Reply: Reply underneath the original social comment.
• Send DM: Continue the conversation privately through a standard DM thread in the inbox.

This lets your team move from a public interaction to a one-to-one sales conversation without leaving HighLevel.

5. Prioritize High-Intent Comments

• Focus on the comments most likely to become leads by adding buying-intent keywords such as “price,” “interested,” or “how much.”
• You can also prioritize comments that contain questions, helping your team quickly identify potential purchase intent.

You can configure these settings from Social Planner Settings too.

6. Agency & Channel-Level Controls

• Agency admins can control comment sync for eligible sub-accounts from: Agency Settings → Social Comments

• At the sub-account level, choose which connected social platforms should sync comments from: Marketing → Social Planner → Settings → Comments

Why It Matters

Social comments are often the first signal of customer interest. Now, teams can turn that engagement into action by:

• Turning social engagement into leads and opportunities
• Managing social conversations alongside all other inbox conversations
• Responding faster without switching platforms
• Automatically capturing commenters as contacts
• Prioritizing high-intent conversations
• Reducing context switching between Social Planner and Conversations

Supported Platforms

Available at launch:

• Facebook
• Instagram
• TikTok

Coming soon:

• LinkedIn
• YouTube
• Pinterest
• Threads
• Bluesky
• Community

Notes

• Only comments on posts published through Social Planner are synced to Conversations.
• Enabling comment sync automatically creates contacts for new commenters.
• Disabling comment sync stops new comments from syncing but does not delete existing contacts, conversations, or workflows.
• Existing comment workflow triggers continue to work as before.
• Comment management in Social Planner continues to work as usual.
• If a social account connection expires, reconnect the account from Social Planner Settings to resume syncing.
• Instagram DM and Instagram interactive messenger workflow actions aren't supported for Instagram accounts connected through Facebook in Social Planner.

Problem Statement

Agencies had to manage Reviews AI separately for each sub-account, with no way to control response modes in bulk or from the Agency view.

What we did

Agencies can now manage Reviews AI directly from Agency → AI Suite → AI Setup.

• Set Reviews AI to Off, Suggestive, or Auto responses.
• Update the mode for one or multiple sub-accounts at once.
• Agency and sub-account settings stay automatically in sync.

Impact

• Manage at scale: Control Reviews AI across multiple sub-accounts from one place.
• Faster rollout: Update response modes in bulk instead of account by account.
• Better agency control: Decide which sub-accounts use Reviews AI and how AI responds.
• Always in sync: Changes made by sub-accounts are automatically reflected in the Agency view.

How to do it?

• Go to Agency → AI Suite → AI Setup.
• Select one or multiple sub-accounts.
• Set the response mode to Off, Suggestive, or Auto responses.
• If a sub-account updates its mode under Settings → Reviews AI, the change is automatically reflected in the Agency view.

Note: Reviews AI can also be disabled from Agency → Sub-Accounts → Features & Limits → Reviews AI. When disabled:

Reviews AI settings, AI Reply, and Regenerate are hidden for that sub-account.

All AI review replies are blocked, including manual AI replies, auto responses, and Drip Campaign replies.

Understand what people are saying about your brand, discover industry trends, and keep an eye on competitors – all within HighLevel.

With Social Intelligence, you can explore conversations across social platforms, uncover meaningful insights, monitor topics, and stay informed with smart alerts.

Note: Available in Limited Beta to selected users.

🚀 What's new

1. AI-Powered Brand & Industry Overview

• Get a personalized snapshot of your social landscape, including:
• Brand Mentions: Track conversations mentioning your business.
• Industry Trends: Discover popular and emerging topics.
• Competitor Performance: Compare your share of conversation with up to 3 competitors.
• What to Post Next: Explore relevant posts from different social platforms.
• AI Summary: Understand key insights without digging through multiple charts.

2. Explore Conversations & Insights

• Search for brands, keywords, hashtags, or topics to discover:
• Mention volume and conversation trends.
• Audience sentiment and engagement patterns.
• Where and when conversations are happening.
• Personalized AI search suggestions to get started faster.

3. Save & Monitor Topics

• Save searches as topics to unlock deeper insights and monitor conversations over time.
• Explore 7, 15, or 30 days of historical insights.
• Analyze engagement, conversations, posts, and audience information.
• Manage your monitored topics, with the flexibility to pause or resume them.

4. Get Notified with Smart Alerts

• Stay informed when important metrics change.

• Monitor mentions, sentiment, engagement, impressions, and share of voice.
• Customize alert sensitivity and recipients.
• Receive daily or weekly email notifications.

5. Social Listening Is Now Under Trends

Your existing Social Listening experience is now available under the Trends tab within Social Intelligence, alongside the new Overview, Explore, and topic-monitoring capabilities.

👷 How to use this feature

• Navigate to Marketing → Social Planner → Social Intelligence.
• Open Overview to explore your brand and industry insights.
• Use Explore to search for a brand, keyword, or topic.
• Click Save as topic to unlock detailed insights and ongoing monitoring.
• Create Alerts to receive notifications when important metrics change.

💡 Why it matters

• Know your audience: Understand conversations, sentiment, and emerging interests.
• Spot opportunities: Discover relevant topics and content inspiration.
• Stay ahead: Track competitors and get notified about meaningful changes.
• Save time: Bring social discovery, monitoring, and insights into one workspace.

📝 Notes

• Social Intelligence is available to selected users during Limited Beta.
• Each location gets 100 searches for the entire Beta period.
• Up to 50 topics can be actively monitored per location. Paused topics do not count toward this limit.
• Each topic supports up to 3 alerts.
• Overview provides insights from the last 7 days, while saved topics support 7, 15, and 30-day lookback periods.
• Platform and metric availability may vary depending on the underlying social data source.
• The dedicated Competitors tab is coming soon. Competitor comparisons are available within Overview.

We’ve added Reputation widgets to Location Dashboards, giving businesses a single place to track review requests, customer reviews, and response performance without leaving the Dashboard.

Users can now build reputation-focused dashboards with configurable widgets, filters, and date ranges to monitor performance at a glance.

🚀 What’s New

• 16 new Reputation widgets in the Dashboard widget library
• Track the full reputation journey across:
• Review Requests
• Customer Reviews
• Review Responses
• Filter by date range, rating, source/page, and response status
• Add, resize, and arrange widgets to create a custom reputation dashboard
• View Reputation data alongside other Dashboard metrics

✅ Review Request Insights

Track review request performance with widgets such as:

• Requests sent
• Requests by channel
• Requests by status
• Requests trend
• This helps businesses understand request volume, delivery, and channel performance.

✅ Review Insights

Monitor customer feedback directly from the Dashboard with metrics including:

• Total reviews
• Reviews by rating
• Reviews by source
• Reviews by sentiment
• Reviews trend
• Average rating
• Ratings trend

✅ Response Insights

Track how effectively reviews are being responded to with widgets such as:

• Response rate
• Average response time
• Response rate trend
• Average response time trend
• AI vs manual response visibility

✅ Flexible Dashboard Experience

Users can:

• Add widgets from the Reputation category
• Apply quick filters
• Change date ranges
• Resize and reorganise widgets
• Combine Reputation metrics with other business data
• Add Custom metrics

🎯 Why This Matters

Agencies and businesses can now surface reputation performance directly on the Location Dashboard directly.

This makes it easier to show proof of work, monitor review volume, track response performance, identify gaps, and give clients a clear snapshot of their reputation health from one place.