HighLevel 2‑way SMS and social messaging features
SMS-based marketing might not sound cutting-edge, but the numbers tell a different story.
Text messaging has quietly become one of the most effective ways to reach and engage customers again. Even outperforming email in most cases! According to Gartner, text messages boast an average open rate of 98 percent, compared to just 19.8 percent for email.
So, why aren’t more businesses using it?
Well, for starters, most teams still don’t have a structured way to manage and respond to customer messages across SMS and social channels. That’s where HighLevel’s 2-Way SMS and social messaging features come in!
With SMS-enabled numbers, you can send and receive messages that forward to your main business line, manage all conversations inside HighLevel and automatically sync client details in your CRM.
And that’s just the start. The newest updates to HighLevel social messaging bring every interaction (text, Facebook, Instagram and WhatsApp) into one connected dashboard.
In this article, we’ll explore how it works, how to automate your replies and how to use these tools to simplify your client communication without missing a single message!
Why 2-way messaging matters more than ever in 2025
Customer expectations have changed. People don’t just want quick answers, they expect them across every channel.
When a client DMs your business on Instagram, they’re not hoping for a reply tomorrow. They’re expecting one within minutes.
That’s why two-way communication has become a cornerstone of customer experience. It closes the gap between marketing and service, allowing agencies to:
Respond instantly across text and social channels.
Keep leads engaged through real-time updates.
Maintain complete communication history inside the CRM.
With HighLevel 2-Way SMS and social messaging, you can meet clients where they already spend their time, on their phones and in their social feeds.
Overview: what channels are included in HighLevel’s messaging suite
The HighLevel messaging ecosystem covers every major channel used by modern businesses.
1. SMS and MMS
Send and receive standard texts or image messages directly from your HighLevel dashboard. Every message is logged under the contact record, so you can see the full conversation history without searching your inbox.
2. Facebook Messenger and Instagram DMs
Through the Facebook and Instagram messaging CRM integration, HighLevel pulls your social messages into one central inbox. You can reply directly from the Conversations tab, tag contacts or trigger automations based on message activity.
3. WhatsApp
HighLevel’s WhatsApp CRM integration extends the same 2-way messaging capabilities to one of the world’s most popular platforms.
Once connected, you can respond, automate messages and log every chat for easy tracking.
Together, these channels make HighLevel a unified messaging platform, no plug-ins or third-party apps required.
How the Conversations tab works for multi-channel communication
The HighLevel Conversations tab is the central command center for all inbound and outbound messages. It merges every communication channel into one thread per contact, giving your team complete visibility.
Here’s how it helps agencies work faster and smarter:
Unified inbox: Every SMS, social DM or WhatsApp message appears in one view.
CRM context: Contact data, notes and pipeline stages are visible next to each chat.
Team collaboration: Assign conversations to team members, leave internal comments and set reminders.
Automation triggers: Create workflows that start when a message arrives, like sending an automatic follow-up if no one replies within 15 minutes.
When paired with HighLevel’s CRM automation, the Conversations tab eliminates message silos. Your team can see exactly where each lead came from and what stage of the customer journey they’re in.
Set up and automate replies across SMS, Facebook, IG and WhatsApp
Setting up 2-way messaging in HighLevel takes just a few minutes.
Step 1: Connect your channels
In the Settings → Integrations menu, link your Facebook and Instagram accounts and activate your Twilio or LC Phone number for SMS. WhatsApp connections can be added through the Beta program.
Step 2: Configure your notifications
Decide how and when you want to be alerted, via desktop, mobile or email, so you never miss a message.
Step 3: Build automated responses
Use Workflows to handle common inquiries automatically. For example:
Send a text confirmation when a new lead opts in.
Reply instantly to a Facebook message with a thank-you note and next steps.
Route messages containing certain keywords to the right team member.
Step 4: Enable AI assistance (optional)
With the HighLevel AI Employee suite, automation gets an upgrade. The Conversation AI component can read your FAQs or website content and respond to basic questions automatically. Complex inquiries can be flagged and routed to a human rep.
Step 5: Track everything in your CRM
Every interaction is recorded in your contact record inside HighLevel, giving you a full picture of each client’s communication history. This is especially valuable for follow-up sequences or performance tracking.
Using workflows to personalize and route messages automatically
Automation is powerful when it feels personal.
HighLevel’s SMS marketing automation and workflow builder let you design responsive, client-specific communication paths.
A few examples of how agencies use it:
Lead follow-up: When a lead replies to a text, automatically move them to the “Engaged” stage and notify your sales rep.
Appointment reminders: Send SMS reminders 24 hours before meetings, then trigger a WhatsApp follow-up if they don’t confirm.
Multi-channel drip sequences: Start with an Instagram DM, follow up by text and close the loop with an email, all managed by a single workflow.
Keyword routing: If a message contains “pricing,” route it to sales; if it mentions “support,” create a service ticket.
These workflows use HighLevel’s CRM onboarding and communication tools to ensure no message is lost and every client feels attended to.
Why unified messaging matters for agencies and service businesses
For growing teams, the biggest challenge isn’t sending messages, it’s managing them.
Multiple accounts, devices and platforms can quickly become unmanageable.
HighLevel’s unified messaging platform solves that by connecting everything to your CRM. It gives you:
Visibility: Every message, regardless of channel, is tied to the right contact record.
Efficiency: AI-assisted workflows handle repetitive communication automatically.
Scalability: As message volume grows, the system manages routing and organization without extra staff.
Whether you’re handling hundreds of daily SMS messages or managing social conversations for multiple clients, this system keeps communication organized and measurable.
Conclusion: meet your clients where they are, without the chaos
The ability to respond quickly across text, social and chat channels defines how professional your business feels and is a key aspect of developing strong customer relationships.
HighLevel 2-Way SMS and social messaging features make that a simpler task.
Everything, from a new Facebook DM to a customer’s text, appears in one inbox, connected to one CRM and managed through automation you control.
Start your free 14-day trial of HighLevel today to explore HighLevel social messaging, automation workflows and the tools that help you build stronger relationships through every conversation!
You can even white-label HighLevel to bring these same features to your clients under your own brand.
FAQs
What is 2-way messaging in HighLevel?
It allows you to send and receive messages across SMS, Facebook, Instagram and WhatsApp directly inside HighLevel, creating real-time two-way communication.
Can I reply to Instagram and Facebook messages from inside HighLevel?
Yes. All messages appear in the Conversations tab, where you can respond instantly and trigger workflows.
Does HighLevel support WhatsApp messaging?
Yes, through the WhatsApp integration currently in Beta. It supports 2-way messaging and automation.
How do I automate replies using HighLevel workflows?
Use the Workflow builder to create triggers and actions for common scenarios, such as sending confirmations, follow-ups or routing messages based on keywords.
Can I manage all my messages from one inbox?
Yes. The HighLevel Inbox (Conversations tab) consolidates all channels into one view for your team.
Is 2-way messaging included in all HighLevel plans?
Two-way SMS and social messaging are available on most plans; additional usage charges for messaging apply.
How do I connect social accounts to HighLevel’s messaging hub?
You can link your Facebook, Instagram and WhatsApp accounts in Settings → Integrations within your HighLevel dashboard.
Can I use custom fields or AI replies in 2-way SMS automation?
Absolutely. You can personalize automated messages with dynamic fields and use AI-generated responses through the Conversation AI feature for faster communication.
