What’s New in HighLevel AI: February–March Updates Explained

Over the past two months, the HighLevel team rolled out several AI-related updates that directly impact how agencies and users work with automation, conversation bots, and voice AI. If you're using AI tools within the platform—or planning to—these updates are worth a closer look. This recap breaks them down in plain language, focusing on practical benefits and what’s coming next.

AI Employee Now Available for SaaS Plans

You can now include the AI Employee as part of your SaaS package using the SaaS Configurator.

• This means you can resell the AI Employee feature to your clients.
• It's available under the “add-ons” section and can be bundled with your custom pricing plans.
• Great for agencies looking to offer smart automation as part of their services.

Voice AI: Smarter, Faster, and More Natural

Conversational Appointment Booking

• Now in beta testing with select agencies.
• This allows AI to book appointments over phone calls in real time.
• Scheduled to be rolled out publicly soon.

More Voice Options

• 30+ new AI voice options added.
• Includes regional accents like Australian, Quebec French, European French, Spanish, German, and Italian.
• These were added based on user feedback, to make conversations sound more natural and relatable for different audiences.

Voice AI Dashboard & Reporting

• You now get performance stats for your AI voice agents.
• Helps track how the voice agents are responding, booking, and converting.

Custom Prompts and Values

• You can now add custom values inside your AI prompts.
• These can be saved in snapshots, making it easy to duplicate and reuse full bot setups (including prompts and variables).

Support for Number Pools

• Useful for local businesses that manage multiple numbers.
• Now fully supported in Voice AI settings.

Custom Actions During Calls

• AI can now trigger webhooks dynamically during live calls.
• Adds flexibility to interact with external systems or update CRM records during conversations.

Conversation AI: Better Speed, Accuracy & Control

New Dashboard for Chatbots

• Similar to Voice AI, you now get a central dashboard to monitor chatbot activity and performance.

Typing Indicator Added

• A small change, but helpful: now when the AI is typing a response, you’ll see a typing animation, just like in chat apps.

Faster Default Response Time

• Default bot response time changed from 2 minutes to 2 seconds.
• You can still customize it, but now bots reply much quicker out of the box.

Major Quality Improvements

• Improved accuracy in appointment booking for both chatbots and workflows.
• Added error handling and fallback messages when bots don't have enough info.
• Reduced hallucinations (bots inventing answers).
• These improvements are based on real feedback from users, support tickets, and community discussions.

Real-Time Backend Monitoring

• The system can now track AI errors in real time.
• Helps the HighLevel team fix issues faster and improve reliability.

New Features You Might’ve Missed

Snapshots for Chatbots and Voicebots

• Now you can build and save complete bot systems—voice or text—as reusable snapshots.
• Makes it easier to deploy across accounts or clients.

Improved AI Response Viewer

• You can now open a slide-out panel during conversations to:
  • See the exact prompts used.
  • View conversation history.
  • Check triggered actions.
• Great for troubleshooting and optimization.

WhatsApp Channel Support

• You can now use AI bots in WhatsApp conversations.
• Opens up a major channel for customer interaction.

Keyword-Based Bot Exit

• Sometimes bots get stuck in loops.
• You can now define a keyword (like “Goodbye”) to immediately end the bot’s conversation flow.

Coming Soon

Multiple Knowledge Bases

• You'll soon be able to assign different training materials or content to different bots.
• Helpful for managing bots in different industries or languages.

Voice AI Back-End Upgrades

• Large-scale improvements underway to make Voice AI more reliable and human-like.

Daily AI Coaching (Returning Soon)

• A new AI coaching series is launching in two weeks.
• Topics include:
  • How to write effective prompts
  • Building and testing bots
  • Voice bot design
  • Selling AI features to high-ticket clients

Final Thoughts

HighLevel continues to push AI forward by making it more integrated, flexible, and user-friendly. These updates reflect ongoing work to balance automation power with real-world usability—especially for agencies managing multiple client accounts. Expect even more features and refinements in the weeks ahead.

If you haven’t yet explored AI features, now’s a good time to start. If you're already using them, dig into these updates—they could simplify your workflows, improve performance, and open new service opportunities.