26th of August, 2025

Calling to the Most Relevant Countries is Now Enabled by Default

Previously, calling to only a few countries was enabled by default for new sub-accounts and phone numbers. If your business country wasn’t included, you had to contact our support team to get access.

Now, calling is automatically enabled for the most relevant countries by default:

• The country entered under your Business Profile > Business Physical Address

• The country where you purchased the phone number

Note: No changes have been made to SMS geo-permissions due to provider API limitations.

If you need to call countries that are not enabled by default, you can always reach out to our support team for assistance.

27th of August, 2025

Setting the right expectations for CNAM

We’ve made an update to the CNAM registration screen to help set expectations around how Caller ID Name (CNAM) works.

On the CNAM registration screen under sub-account Settings > Phone Numbers > Trust Center > CNAM(Voice).

Also, on the CNAM registration prompt shown when you're <a href="https://ideas.gohighlevel.com/changelog/helping-a2p-registered-sub-accounts-increase-call-answer-rates" rel="ugc nofollow noopener noreferrer" target="blank”>auto-registered for SHAKEN/STIR.

No changes have been made to the way CNAM works. We wanted to set the right expectations with you and your clients.

<a href="https://help.leadconnectorhq.com/support/solutions/articles/155000006104-why-doesn%E2%80%99t-my-business-name-display-after-cnam-registration-" rel="ugc nofollow noopener noreferrer" target="blank”>Learn more in this support article.

26th of August, 2025

Your outgoing Voice calls are more likely to get answered if you already registered for A2P

SHAKEN/STIR registration helps you increase the call completion and call answer rates by verifying your ownership of the phone number.

CNAM registration affects calling metrics similarly by helping you display your business name to your contacts when you ring their phone (<a href="https://help.gohighlevel.com/support/solutions/articles/155000002944-recommendations-and-best-practices-for-maintaining-a-positive-caller-reputation#:~:text=Please%20note%2C%20registering%20for%20CNAM%20does%20necessarily%20mean%20your%20business%20name%20will%20show%20up%20on%20your%20contact%27s%20phone.%20Your%20contact%27s%20carrier%20plan%20should%20support%20CNAM%20for%20the%20name%20to%20be%20displayed" rel="ugc nofollow noopener noreferrer" target="blank”>but does not guarantee display of Business name)

If you registered earlier for A2P to send SMS, all your phone numbers are automatically registered for SHAKEN/STIR so that your calls are more likely to get answered.

Furthermore, you can enter the name you want to appear as when calling your contacts. Needs just 3 clicks!

Sub-accounts with older A2P applications are now being registered for SHAKEN/STIR automatically. This was already working for all new A2P submissions done after 23rd of April, 2025.

If you have not registered for A2P and want to increase call answer rates, you can <a href="https://help.gohighlevel.com/support/solutions/articles/48001231665-why-are-my-calls-marked-as-spam-and-how-can-i-avoid-it-#:~:text=improve%20answer%20rates%3A-,1.%20CNAM%C2%A0Registration,-(for%20United%20States" rel="ugc nofollow noopener noreferrer" target="blank”>register for both SHAKEN/STIR and CNAM on your own by following this guide.

📖 Overview

We’re excited to announce that List Messages are now available under Interactive WhatsApp Messages inside Automations!

With this release, businesses can go beyond buttons, locations, and contact cards, and provide customers with structured menus of choices — enabling more guided, engaging, and automated WhatsApp experiences.

✨ What’s New

Supported Interactive Messages

You can now send the following Interactive WhatsApp Messages in Automations:

Quick Reply Buttons – Configure header, body, footer, button titles, and timeout settings.

Location – Share a map card with Location Name, Address, Latitude, and Longitude.

Contact – Share contact cards with First/Last Name, Phone Number + Type, and Email (optional).

List Messages (New!) – Present structured menus with multiple sections and rows for customers to choose from.

🛠 Steps to Use List Messages

In Automations, add the action WhatsApp Interactive Messages.

Select the FROM PHONE NUMBER.

Set INTERACTIVE MESSAGE TYPE = List.

Complete the required fields:

Input for Button Message – The main prompt text.

SECTION COUNT – Number of menu sections (e.g., 3).

HEADER TEXT – Add an optional header title.

BODY – The main body text.

FOOTER – Optional short supporting text.

LIST BUTTON TEXT – Text for the button that opens the menu.

TIMEOUT UNIT & VALUE – Duration (between 5 minutes and 2 days).

For each section:

SECTION TITLE – Example: “Plans” or “Services”.

ROW COUNT – Number of rows in the section.

ROW TITLE – Name of the row (e.g., “Premium Plan”).

ROW DESCRIPTION – Short description for that option.

Configure branches:

Each row in each section can branch separately in your workflow (e.g., Section1 Row1, Section2 Row1, etc.).

Additional branches include Not Delivered and Timeout for fallback handling.

Save and test the workflow with a sample contact to confirm menu display and branching.

🔑 Prerequisite: Customer Service Window

Interactive WhatsApp Messages can only be sent if the 24-hour Customer Service Window is open.

The window opens when a customer sends your business a WhatsApp message.

During this window:

You can send unlimited Interactive WhatsApp Messages at no cost.

All interactive replies (button taps, list selections, location opens, contact saves) are free.

If the window is closed, you must first send a Marketing or Utility Template to reopen it.

💰 Pricing

All Interactive WhatsApp Messages are free during an active 24-hour Customer Service Window.

No additional charges for customer interactions or replies once the session is open.

✅ Benefits

Richer, more structured customer interactions.

Guided journeys with lists, buttons, location cards, and contact cards.

Unlimited free interactive messages within the 24-hour service window.

Workflow automation with branching based on user selections.

⚠️ Limitations

WhatsApp currently supports:

1 list per message, or

Up to 3 reply buttons per message, or

1 location card, or

1 contact card.

Timeout for list messages must be between 5 minutes and 2 days.

🔜 What’s Next

Support for Dynamic Website Link Messages (trackable CTAs).

We’ve given the Pipelines page a complete refresh to make it simpler, faster, and more intuitive—now built on our sleek new HighRise design system.

What’s new:

✨ Modern, streamlined Pipelines UI for easier navigation and management.

🔄 When deleting a stage, you can now move all opportunities to another stage of your choice.

⚡ Same powerful functionality as before, with a faster, cleaner experience.

🧪 Available now via Labs for early access and feedback.

How to Use?

• Enable Labs for sub-accounts of your choice from Agency > Labs
• Go to Opportunities > Pipelines to try out the new update
• Feel free to create, edit pipelines and stages to see how it all works

👉 Try it out and let us know what you think!