15th of September, 2025

Voice Integrity recommendation on unanswered calls

To help improve answer rates on outbound calls, when a call placed from the web dialer isn’t answered, we’ll show a tooltip prompting you to register for Voice Integrity. Registering helps keep your numbers off spam lists used by major US carriers, which can increase the chance of your calls being answered.

This tooltip does not mean your number is flagged as spam; it’s a proactive recommendation.

Where it appears: web dialer

When it appears: after an unanswered outbound call

Frequency: at most once per user every 7 days

Region: US carrier networks

More about Voice Integrity here.

🚦What it does

With one toggle, HighLevel automatically blocks marketing/promotional SMS/MMS that are to Texas recipients or sent from Texas area-code numbers across Workflows, Bulk Send, and other automations—no rebuilds needed.

🧭 Where to find it

Settings → Phone Numbers → Additional Settings → SMS Compliance → Texas SMS Safeguard

🎯 Why this helps

✅ Reduces risk under Texas SB 140 for marketing messages.

What’s allowed (and why)

• 💬 1:1 SMS in Conversations – allowed because the law permits contact with existing customers/established relationships; this is genuine one-to-one service communication.
• 🔐 OTP/2FA & essential notifications (password resets, appointment reminders, order/shipping updates) – allowed because SB 140 regulates marketing/solicitation, not purely non-marketing service messages.

📝 What you’ll see when blocked

A one-line notice on the send surface: “Blocked by Texas SMS safeguard (to TX or from TX number).”

💡 Tips

• Keep Contact State/Region accurate; area codes help but numbers can be portable.
• This feature supports your compliance program; it isn’t legal advice—please confirm your approach with counsel.

📖 Support article: Link

👀 What’s New?

• All chat widgets (WhatsApp, Email/SMS, All in One, Voice AI) now include a mandatory pre-filled message field.
• By default, this field comes with a message (e.g., “I want to know more”) which one can fully customise.
• This ensures that only the visitor’s intended message is passed through, not their personal details.

👷 How It Works:

1. When creating a new chat widget, you’ll see the message field automatically added.

2. The field is mandatory but editable, you can change the default text in the builder.
3. Visitors can also edit the message before sending it.
4. For existing widgets, behaviour remains the same unless you manually add the message field, once added, it becomes mandatory.

🌟 Why It Matters:

• The idea behind this change is to respect visitor privacy and control over their data.
• In CRM Conversations, you’ll still see contact details (name, phone, etc.) from the form fields.
• But only the message the visitor sends will appear in the conversation thread.
• This avoids unwanted sharing of personal details in the chat window and keeps the experience clean, consistent, and secure.

📝 Notes:

1. Pre-filled message is 100% customisable in the builder flow.
2. Visitors can also update it while interacting with the widget.
3. This applies to WhatsApp, Email/SMS, All in One, and Voice AI chat types.

👀 What’s New?

• All chat widgets (WhatsApp, Email/SMS, All in One, Voice AI) now include a mandatory pre-filled message field.
• By default, this field comes with a message (e.g., “I want to know more”) which one can fully customise.
• This ensures that only the visitor’s intended message is passed through, not their personal details.

👷 How It Works:

1. When creating a new chat widget, you’ll see the message field automatically added.

2. The field is mandatory but editable, you can change the default text in the builder.
3. Visitors can also edit the message before sending it.
4. For existing widgets, behaviour remains the same unless you manually add the message field, once added, it becomes mandatory.

🌟 Why It Matters:

• The idea behind this change is to respect visitor privacy and control over their data.
• In CRM Conversations, you’ll still see contact details (name, phone, etc.) from the form fields.
• But only the message the visitor sends will appear in the conversation thread.
• This avoids unwanted sharing of personal details in the chat window and keeps the experience clean, consistent, and secure.

📝 Notes:

1. Pre-filled message is 100% customisable in the builder flow.
2. Visitors can also update it while interacting with the widget.
3. This applies to WhatsApp, Email/SMS, All in One, and Voice AI chat types.

👀 What’s New?

All chat widgets (WhatsApp, Email/SMS, All-in-One Chat, Voice AI) except Live Chat now include a customizable message field that ensures every conversation starts with context while keeping contact details securely in CRM.

👷 How It Works:

• When creating a new chat widgets, the pre-defined message field is shown in the builder by default.

• If your Contact Form already has a message field, the pre-defined field is optional, but still available.
• If your Contact Form does not have a message field, the pre-defined field is required, and comes with default editable text.
• Visitors can always edit the pre-filled message before sending.
• Saving and embedding the widget, as well as generating code, works smoothly across all cases.

🌟 Why It Matters:

This update ensures conversations begin with clarity and consistency:

1. A meaningful visitor message is always captured.
2. Contact details remain in CRM, not in the chat transcript.
3. Flexibility is maintained for different widget setups without disrupting existing workflows.

📝 Notes:

1. Applies to WhatsApp, Email/SMS, All-in-One Chat, and Voice AI chat widgets.
2. The pre-filled message is fully customizable in the builder and editable by visitors during interaction.