The GoHighLevel Conversations tab lets you read and respond to all your text-based communications in one handy place.
But there are loads of other features available that will make conversation management super easy. Some of them—like automated workflows and AI chatbots—will take the job off your hands entirely!
Key Takeaways:
- Use conversations for SMS, email, WhatsApp, live chat, and social media messaging
- Trigger links allow automated workflows to start when they are clicked
- Conversational AI costs $0.02 per response or $127 for unlimited responses
What Can You Do in the GoHighLevel Conversations Tab?
The GoHighLevel Conversations tab is a pretty neat feature that lets you read and respond to all your contact’s messages in one handy place.
It works a bit like Facebook Messenger—you can view all your contacts down the left-hand side of the screen, and you can click into each one to read the message threads and respond directly.
Better yet, it includes all methods of communication that you use, including:
- SMS
- The GoHighLevel chat widget
- Facebook and Instagram DMs
This integration removes the need to click on each contact within the Contacts tab to find and respond to messages. Plus, it’s really easy to see who has messaged you and who requires a response (which lessens the likelihood of you forgetting to reply).
There’s a whole host of other stuff you can manage in the Conversations tab, too. For instance, you can manage a person’s communication preferences, assign tags, and even check which automations have been assigned and are in action.
All of this has been designed to make client and contact communication as easy and efficient as possible. And, I have to say, it does a very good job!
6 Must-Know Tips for GoHighLevel Conversations
Once the number of active conversations starts building up, it can quickly become difficult to manage. Responding manually to dozens of people each day or actioning their requests gets time-consuming fast.
So, here are some tips to lighten the load and automate much of the process.
1. Set Up Snippets for Common Responses
Snippets are a super useful tool that will save you hours of time. Rather than typing out each response manually, you can set up prebuilt responses to common questions or queries.
Think of them as templates you can simply insert into the conversation. It also keeps your messaging accurate and consistent across all your methods of contact.
Be aware that there are two different snippet types: text and email. A text snippet will work for SMS, WhatsApp, etc., but it won’t work for email and vice versa.
Therefore, creating the same snippet for both formats is always a good idea.
Here’s how to do it:
- Head into the Conversations tab and select Snippets from the options along the top.
- Select + Add Snippet and choose between text or email.
- Give the snippet a name (for your reference).
- Write the subject and body text of the message.
- You can use custom values to personalize the message and format it however you like.
- Save the snippet. It’s now ready for use!
To use a snippet, head into one of your conversation threads and click on the paper icon at the bottom of the screen. Search for and select the relevant snippet.
The response box will automatically populate with the snippet text.
2. Use Trigger Links
Trigger links are another handy tool for recording, tracking, and analyzing your contacts’ activity.
While it is common practice to include hyperlinks within messages, you don’t always know if a recipient has clicked on it. Trigger links change that and tell you exactly how the individual engaged with it.
Additionally, you can use trigger links to kick off an automation process.
Here are a few examples of how they can be used:
- If someone clicks on a link that leads to a promotional landing page, the trigger could be to enter them into an email campaign.
- You could provide links to helpful resources. When clicked, this could trigger a series of follow-up messages asking if the individual requires any further assistance.
- You can use trigger links to unsubscribe people from various communication methods.
- For events, a trigger link can kick off an automated booking and confirmation process.
So, you can see they are a valuable dual-purpose tool for tracking and adding to automated workflows.
Here’s how to set one up:
In the Conversations tab, select Trigger links > Add link.
Name the trigger link and add the URL, then hit Save.
To add the trigger link to your message, click the link icon and select Trigger Link. Choose which trigger link to add, the link text, and click Save to insert it into the text.
3. Hire AI for the Job
Why spend your time manually typing messages when you can let AI handle the job for you?
It’s true! GoHighLevel has a great feature that allows you to train and deploy AI-powered chatbots that can run the conversation for you.
The bot will work for all communication channels except email. So, you can train a single bot, which can then be used for WhatsApp, SMS, social media messaging, etc.
You can find this feature by clicking on the sub-accounts Settings > Conversation AI.
Select Create a New Bot, pick its purpose (Q&A, appointment booking, or custom), and run through the setup process. Be aware that you’ll have to train your bot extensively to match the style and tone of your or your client’s brand.
While this tool does take a while to get up and running, it’s going to save you a whole heap of time in the long run, especially since you can let the bot handle FAQs and other common queries.
4. Use Internal Comments and Activity Cards
Internal comments are used to keep other team members or account users updated on a conversation, and they are tagged if any action is required.
For example, if you have promised someone a callback, you can add an internal comment that tags the teammate who needs to make the call.
Internal comments are private and can only be viewed by those with access to the GoHighLevel account.
To use it:
- Head to the relevant conversation thread.
- Just above the space where you would normally type a response, you’ll see an option called Internal Comment. Click on this to open it up.
- Type your comment and use @ to tag the user you wish to inform.
- Hit Send.
The user will now receive a notification that there is a comment they must address.
Similarly, activity cards show up in conversation feeds to provide updates on any changes that have taken place.
For instance, if a contact books an appointment, an activity card will be created within the conversation thread. Or, if a contact was added to a pipeline, an opportunity card will be generated.
These are really useful because you can tell what’s going on with the contact at a glance. Plus, you can click on the activity card to view the full details.
There’s no need to create activity cards yourself—they are automatically created when one of the following actions takes place:
- When an opportunity is created, updated, or deleted
- When an appointment is scheduled, rescheduled, or canceled
- When a contact is added to or removed from the Do Not Disturb (DND) list
- When an invoice is sent or a payment has been made
5. Set Up Automated Workflows for Key Tasks
If you’ve ever used GoHighLevel’s workflow feature before, you’ll already know how powerful it can be.
It’s definitely a learning curve, but once you master it, you can use it to automate a large number of activities related to your conversations.
Remember those trigger links? This is where you use them to set off automated sequences.
For instance, if someone clicks your trigger link for a promotion, this can kick off an automated workflow for an SMS campaign or something similar.
It can also be used as a basic alternative to the AI chatbot. To see what I mean, go and take a look at the FAQ Auto Reply Recipe. This is a prebuilt workflow template provided by GoHighLevel that uses conditional paths depending on the contact’s responses.
You can find it in the Workflows tab when you click to create a new workflow. Click Select a Recipe, and you’ll find it.
I won’t get into the full ins and outs of GoHighLevel’s automation in this article since it will end up super long! However, I fully recommend setting up a few basic automations, such as:
- Lead follow-up and qualification when a new contact is added to GoHighLevel
- Appointment booking and reminders
- Conversation status management, such as assigning conversations to team members or adding tags
- No response handling (when contacts ignore your messages)
- Conversation closing
- This is by no means an exhaustive list but just a few suggestions you can try, depending on the type of business you run.
6. Use Group Messaging
Group chat is a recent addition to the GoHighLevel Conversations tab, and it allows you to start an SMS conversation with several people simultaneously.
Once you start a group chat, you can view responses and reply within the conversation thread.
Any time a member of the group sends a response, it will be sent to all other members. So, essentially, it works like a group email, except it uses standard SMS.
This is a perfect tool to use if you need to send updates or information to a group of people.
It saves you from having to write the message multiple times to multiple people, and everyone can be kept informed on responses without you having to do anything.
There are a few conditions to using this feature, though:
- You must use a LeadConnector phone number (GoHighLevel’s native phone service)
- The number must be from the US or Canada
- Group chat can have a minimum of two and a maximum of ten participants
To use it, all you do is select to create a new message and click Group Chat. Then, pick the number you want to send from and add the participants.
Frequently Asked Questions
Can I Access and Respond to Conversations in the GoHighLevel Mobile App?
Yes, you can access and respond to all your conversations using the GoHighLevel mobile app. You can even send WhatsApp voice notes if you have integrated the service with your GoHighLevel account.
Does It Cost Extra to Run Conversations in GoHighLevel?
While the Conversations feature in GoHighLevel doesn’t cost extra, some of your communication methods incur extra charges. Sending emails and SMS messages costs extra, and using WhatsApp with GoHighLevel carries a monthly subscription fee.
Can I Upload Attachments to Conversations in GoHighLevel?
Yes, you can upload attachments to conversations in GoHighLevel. When typing your response, you can click the paperclip icon below the text box and upload documents, images, video files, etc.
