GoHighLevel Conversations: one inbox for every channel

Channels that land in the inbox

Every message is tied to the contact record, so a customer who texts on Monday, emails on Tuesday and sends an Instagram DM on Wednesday appears as one conversation history, not three separate threads. On the website side, the All-in-One Chat Widget offers visitors live chat, SMS or email, WhatsApp, Facebook, Instagram and Voice AI from a single launcher, and replies are handled from the same inbox as everything else.

• SMS and MMS on LC Phone or Twilio numbers
• Email
• WhatsApp
• Facebook Messenger and Instagram DMs
• TikTok DMs
• Website chat from the chat widget
• Google Business Profile reviews

How the redesigned inbox is organized

The current Conversations experience uses four flexible panels and three inbox types. My Inbox shows conversations assigned to or followed by you, Team Inbox shows every conversation in the account for users with full data access, and Internal Chat is for private team discussion. Filters combine channels, tags, owners and dates with AND/OR logic, and saved views keep a filter one click away, for example unread texts from new leads. Unread counts update the moment a message arrives, a New divider marks where unread messages start, and bulk actions mark conversations read or unread, star them or delete them.

Working as a team

Internal comments add a private note inside a customer thread, with @mentions to pull in a colleague, and the customer never sees them. Canned responses, templates and signatures are available in the composer, which keeps a front desk's answers consistent. Assigning conversations to owners gives each lead a clear person responsible, and permissions decide whether a user sees only their own conversations or the whole account. TikTok threads also support quick actions for notes, tags and tasks. For accounts with heavy message volume, Conversation AI can answer common questions automatically, billed through AI Employee or pay per use.

What it costs to run

The inbox itself has no fee; you pay for what is sent and received. US SMS is $0.00747 per segment in either direction plus carrier fees, email is $0.675 per 1,000, and WhatsApp is $10 a month per sub-account plus Meta's conversation rates. Business texting on US local numbers also needs A2P 10DLC registration, which carries one-time and monthly campaign fees. Conversation AI replies are billed at token cost on pay per use, or covered by AI Employee Growth, which includes 1,000 responses a month for $50, or AI Employee Unlimited at $97 under fair use.

Costs add up differently for every account. Put your numbers into the HighLevel cost calculator, or browse every HighLevel feature.

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