One AI Agent Now Covers SMS, Instagram, Facebook, Website Chat

TL;DR

HighLevel has introduced an enhancement allowing a single AI agent to manage conversations across multiple channels including SMS, Instagram, Facebook, and website chat. Users can train and configure these agents within sub-accounts.

Who this affects

This update impacts any agency owners and SaaS entrepreneurs looking to streamline client communication and automate responses across various messaging platforms. It specifically applies to users operating within sub-accounts where AI agents are configured. HighLevel has not confirmed who is not affected.

What changed

One AI agent can now manage conversations across SMS, Instagram, Facebook Messenger, and website chat. Users can set up an AI agent within a sub-account. Training an AI agent on a business's knowledge base is now possible. Users can configure bot goals and prompts for an AI agent. The ability to choose specific channels for an AI agent to respond on is available. An AI agent can maintain conversation context across different channels, such as between Facebook and SMS. HighLevel has not confirmed any limits or plan gating for this feature. HighLevel has not confirmed the rollout status.

Where to find it

Users can find and set up an AI agent in a sub-account. HighLevel has not published the exact navigation path within the product yet. Based on the description, expect to find it within a sub-account's settings or an AI-specific section.

How agencies will use this

An agency owner can set up a single AI agent for a client's sub-account. This agent is then trained using the client's specific business knowledge base, perhaps uploaded as documents or linked to website content. The agency configures bot goals, such as booking appointments or answering FAQs, and custom prompts to guide the AI's responses. When a lead messages the client via Instagram, the AI agent can respond. If that same lead later sends an SMS, the AI agent will recognize the conversation and continue it, leveraging the established context. This ensures consistent and automated engagement across channels without needing separate agents or manual intervention for each platform.

Our take

This is a major update for agencies. The ability to unify AI responses across disparate communication channels from a single agent simplifies automation setup and improves customer experience. While HighLevel has not confirmed details on who is affected, where in the product it is found, or its rollout status, the core functionality offers significant efficiency gains. Agencies should explore this capability as soon as it becomes widely available to reduce operational overhead for their clients.