HighLevel Release Radar: New AI, Call Routing, and CRM Features [July 21–25, 2025]

TL;DR

This week’s HighLevel update focuses on productivity upgrades, AI automation improvements, and serious enhancements to client communications. Key changes:

• Native email address management in-app
• AI rescheduling and cancellation for appointments
• Smarter dynamic call routing
• Review AI now replies contextually
• Custom fields in dashboards
• Pipeline permission filters (for large teams)

Published: July 25, 2025
Source: The HighLevel Release Radar – Watch the video

Why This Matters

If you're building a SaaS business or managing client subaccounts inside GoHighLevel, these updates slash friction and speed up your workflows. Less Zapier, more native power. You get better attribution, smoother automations, and AI tools that actually save time.

🔥 Feature Breakdown

1. Native Email Sending Is Live

You can now generate and assign native email addresses directly inside HighLevel. That means your subaccount (or client account) can have:

• A fully hosted @yourdomain email
• Sending/receiving inside HighLevel
• No Gmail/Outlook SMTP setup

Why it matters:

• Removes third-party email errors
• Boosts sender reputation (ESP-level setup under the hood)
• Supports full reply-tracking in automations and conversations

👉 This is perfect for white-label SaaS offers and snapshots.

2. AI-Powered Appointment Cancel/Reschedule via SMS

The AI Assistant can now cancel or reschedule appointments through conversational SMS or email. It works like this:

• Client replies “Can’t make it”
• GHL AI understands intent
• AI offers new dates or cancels based on calendar logic
• Confirmation gets sent and synced automatically

Why it’s smart:

• You reduce no-shows without needing staff
• All calendar logic still respects availability, buffers, rules
• Can be triggered inside automations or directly in 1:1 messages

Perfect for: Clinics, med spas, coaches, and service providers with busy calendars.

3. Advanced Call Routing in Workflows

The new call routing action in workflows now supports:

• Dynamic phone number assignment
• Routing based on tags, conditions, or lead source
• Voicemail fallbacks

Example:
Route calls from lead source “Google Ads” to a sales rep, but route those from “Facebook Ads” to a call center line.

Use cases:

• Lead distribution based on territory
• Priority routing for returning clients
• Overflow coverage after hours

4. AI Review Response: Tone-Aware, Contextual

Reputation Management AI now generates review responses that are:

• Tone-aware (friendly, formal, apologetic etc.)
• Context-specific (based on review content)
• Instant to deploy with 1-click auto-post

Real-world impact:

• Saves hours for agencies managing hundreds of reviews
• Reduces client workload while keeping brand voice consistent
• Useful for any niche with lots of online reviews (health, beauty, auto, legal)

5. Dashboard Custom Fields Now Supported

You can now add custom fields to dashboards across subaccounts.

This means:

• Track values like lead source, industry tag, custom pipeline field
• Display metrics that matter to your niche
• Enhance reporting visuals for clients

Especially powerful for agencies building niche vertical snapshots (real estate, legal, contractors etc.).

6. New Pipeline Permission Filters (Agency View)

If you're managing large teams or white-label resellers, you’ll love this:

• Pipeline views can now be permission-filtered by user role
• Great for hiding pipelines between internal users and contractors
• Cleaner workflows when scaling your own agency

🛠 How to Implement These Updates (Mini SOPs)

✅ Native Email Setup

• Go to Settings → Email Services → Assign Native Email
• Choose domain, verify DNS, and assign inbox
• Add sender email in automations or conversation defaults

✅ Activate AI Reschedule Flow

• Inside Conversations → Settings → Enable Appointment AI
• Train AI with tone + fallback calendar
• Add keywords like “cancel” and “change time” to triggers

✅ Route Calls by Lead Source

• Go to Workflows → Add “Call” action
• Use conditions (source, tags, forms)
• Add fallback number or voicemail for missed calls

✅ Review AI Response Settings

• Settings → Reputation → Enable Auto Response
• Choose tone, review logic, and auto-post toggle
• Test with recent 5-star and 1-star reviews

✅ Add Custom Fields to Dashboard

• Go to Dashboards → Edit → Add Widget
• Select custom field data source (contacts, opportunities etc.)
• Save and assign per user if needed

💼 Use Cases (By Industry)

📌 Final Notes

All features are now in production or rolling out.

FAQ

Can I switch existing email workflows to native sending?
Yes, but you’ll need to reassign the sender and confirm DNS setup first.

Is the AI cancel/reschedule feature HIPAA compliant?
Yes, for users with HIPAA mode enabled and secure calendar workflows.

Do custom dashboard fields pull from all subaccounts?
No, they are per-subaccount but can be cloned using snapshots.

Can AI review responses be edited before posting?
Yes, you can preview/edit each one or turn on auto-publish.