GoHighLevel · Web chat & shared inbox

One GoHighLevel inbox for every text, chat, and DM

GoHighLevel Conversations brings SMS, email, website chat, Facebook and Instagram messages, and WhatsApp into one inbox, threaded by contact. Your team replies from the desktop or the mobile app, and every message lands on the right customer record. We configure the channels, the routing, and the reporting so no lead sits unanswered.

Book a free consult See pricing

Can replace:IntercomZendesk chatTidioSeparate Facebook and Instagram inboxesPersonal cell phones for customer texts

What it does

What GoHighLevel web chat & shared inbox can do

Unified conversations

SMS, email, web chat, Facebook Messenger, Instagram DMs, and WhatsApp appear in one thread per contact, so anyone on the team sees the full history.

Website chat widget

HighLevel's chat widget lets visitors start a live chat or leave their number and continue by text. The all-in-one version offers several channels in one widget.

Facebook and Instagram DMs

Connect your Meta pages and reply to Messenger and Instagram messages from the same inbox as your texts and emails.

WhatsApp messaging is available as a paid add-on per sub-account, with usage-based message fees on top. Useful if your customers already prefer it.

My Inbox and Team Inbox

Users see conversations assigned to them, while users with full access can view the whole account. Assignment can be manual or automated with round robin.

Mobile app

Reply to texts, chats, and DMs from the LeadConnector mobile app so owners and techs can respond away from a desk.

Automations on messages

Incoming messages can trigger workflows: tag the contact, create an opportunity, alert the owner, or hand off to Conversation AI.

How we set it up

Configured right, and measured from day one

Channels connected and tested

We connect your phone number, email domain, chat widget, Facebook, Instagram, and WhatsApp if you want it, then send a test through each one.

Assignment rules

New conversations route to the right person by source, service, or territory, with round-robin options for sales teams and a backup if nobody claims it.

Speed-to-lead alerts

If a new lead has not had a reply within your target window, the owner or manager gets notified. Fast response is often the difference between booking and losing a job.

Chat widget placed and tracked

We install the widget on your site and GoHighLevel pages, write the greeting and after-hours message, and track chat starts as a GA4 event.

Response-time reporting

We report on message volume by channel, first-response time, and how many conversations turned into booked appointments, so inbox work is measured.

Why a shared inbox matters for small teams

Most small businesses have leads scattered across a personal cell, a Facebook page, an Instagram account, and a contact form email. When one person is out, messages get missed, and nobody can see the history when a customer calls back.

A shared inbox fixes the visibility problem. Every conversation is tied to a contact record, anyone with access can pick it up, and the reports show which channels actually bring in business.

A note on Google Business Profile chat

Google shut down Business Messages, the chat feature on Google Business Profile, in July 2024, so it is no longer a channel in GoHighLevel. You can still add links to other messaging channels, such as text or WhatsApp, on your profile, and new Google reviews can sync into Conversations so you can reply without switching tools.

FAQ

GoHighLevel web chat & shared inbox: FAQ

What channels does the GoHighLevel inbox support?

GoHighLevel Conversations supports SMS, email, website live chat, Facebook Messenger, Instagram DMs, and WhatsApp, plus call logs and voicemails on the contact record. Messages from all channels appear in one thread per contact. Google Business Messages is no longer available because Google discontinued that chat feature in July 2024.

How do I add a chat widget to my website with GoHighLevel?

Create a chat widget in the sub-account settings, customize the greeting and fields, then paste the provided code snippet into your website or GoHighLevel pages. Visitors can start a live chat or leave their phone number to continue by text. We also track chat starts as a GA4 event so you can report on them.

Can multiple team members share one GoHighLevel inbox?

Yes. GoHighLevel users can see conversations assigned to them in My Inbox, and users with full access can see every conversation in the Team Inbox. Workflows can assign new conversations automatically, including round-robin distribution across a sales team, so each lead has a clear owner.

Does GoHighLevel charge extra for WhatsApp?

Yes. HighLevel's help center lists WhatsApp as a monthly subscription per enabled sub-account, with usage-based message fees that vary by country and message type. Service conversations that the customer starts are listed as free. Check HighLevel's WhatsApp pricing article for current rates before you turn it on.

Can I answer GoHighLevel messages from my phone?

Yes. The LeadConnector mobile app lets you read and reply to texts, emails, web chats, and social messages, and receive push notifications for new conversations. It is how most owners and field staff stay responsive without sitting at a computer.

Service

GoHighLevel Setup

A complete GoHighLevel build: pipelines, workflows, email and SMS, calendars, and GA4 tracking from day one. Local starter builds from $1,500.

Learn more →

Service

GHL Help & Support

We fix your GoHighLevel: blocked texts, spam-folder emails, broken workflows, and surprise bills. Health Check from $397, credited toward fixes.

Learn more →

Service

GA4 & Reporting Dashboards

GA4 conversion tracking, UTM standards, and a GoHighLevel to Looker Studio dashboard that ties lead source to pipeline to revenue. From $995.

Learn more →

Feature

CRM

Contacts, pipelines, tasks, and smart lists in one place, structured so your reports tell the truth about where revenue comes from.

Learn more →

Feature

Text messaging

Two-way SMS, missed-call text-back, and bulk texts on a registered A2P 10DLC number, with STOP handling built in.

Learn more →

Feature

AI receptionist

Voice AI answers calls and Conversation AI handles texts and chat, booking appointments after hours and handing off to your team.

Learn more →

Sources: HighLevel: Getting started with the chat widget · HighLevel: All-in-one chat widget · HighLevel: Getting started with the Conversations tab · HighLevel: WhatsApp pricing and billing · HighLevel: Google Business Profile chat sunset. GoHighLevel features change often; see the official help center for current details. Also see What's New in GHL.

Want web chat & shared inbox set up right?

Tell us where you're stuck — or where you want to go. We'll reply within one business day.

Not ready to talk? Get a free written lead-leak audit →

Book a free consult Call 440-595-6999