HighLevel Updates: New Features for May 18-22, 2026

HighLevel shipped a heavy week of platform changes between May 18 and May 22, 2026, and most of the weight landed on automation. Workflow AI agents can now read your knowledge base and write custom values, the Wait action was rebuilt from the ground up, and Agent Logs finally covers Conversation AI. For the full month in one place, see our May 2026 HighLevel updates roundup.

Workflow AI Agents Gain Two New Tools

The AI Agent action added Knowledge Base Search. The agent queries your native knowledge base at runtime for service details, pricing, booking rules, and FAQ content, pulling only what it needs. You pick which knowledge bases it can search, set a fixed query or let the agent build one, and control how many chunks come back. That replaces pasting entire FAQ documents into the prompt, which inflates the context window, raises token cost, and weakens answers.

The second tool is Update Custom Value. The agent evaluates context and writes directly to a custom value, with both the field and the value set statically or left for the AI to decide. Teams maintaining ten to fifteen branches just to set values by day of the week, time zone, or pipeline stage can collapse that into one step, leaving fewer places for an automation to break silently across client accounts. Our HighLevel AI feature guide covers where these tools fit.

The Wait Action Gets Its Biggest Rebuild Yet

Wait has been a top support ticket driver in Workflows, and this release goes after the reasons why. The old dropdown is replaced by an intent-based card screen asking what the contact should wait for. Recurring waits arrive for the first time with weekly, monthly, and yearly frequencies, covering renewals and monthly check-ins. Waiting until a fixed date is now a single action rather than a Set Event Start Date step followed by a Wait, which was the largest source of Wait tickets.

Seconds joined the time units, and durations can be pulled dynamically from a custom field instead of hardcoded. Similar wait types are grouped under shared cards, and the order adapts to placement: put a Wait after an SMS, email, or WhatsApp send and waiting for a reply moves to the top. A natural language prompt generates a configured Wait card you can add or refine. For agencies onboarding junior builders, that cuts the training curve on the most error-prone action in the builder.

Integration Steps Preview Their Fields Before You Connect

Integration-powered actions and triggers moved to a shared setup experience. With no account connected, the panel shows a connect banner plus a preview of the available fields, so you can see what a Typeform or Slack step offers before authorizing anything. Connecting opens a mini tab popup, so your half-configured workflow stays intact, and integrations with several accounts get a dropdown. Fewer half-built client workflows end up stuck in draft.

Agent Logs Expands to Cover Conversation AI

Agent Logs is now a first-class part of Conversation AI, not a surface used only for Voice AI and Agent Studio. Open a trace and walk the execution timeline: user messages, model replies, tool calls, knowledge base lookups, and human handover, with input, output, and model details in a side panel. A new Contacts view organizes AI activity around people instead of trace IDs, and logs are embedded on the Conversations and Contacts pages so escalations start from a customer record. Token usage and per-message latency now sit in the timeline itself, and the Metrics tab adds widgets, saved layouts, and filters by agent, product, and channel. When a client says the bot was slow, you answer with a trace instead of a guess. The same stack backs HighLevel Voice AI.

Knowledge Base Gains Gap Detection and Sitemap Training

Knowledge Base Gaps automatically identifies missing or underperforming areas by analyzing real customer queries and retrieval performance. It flags low-confidence answers, tracks repeated questions with no coverage, and turns any gap into an FAQ in one click. Web crawler training was reworked alongside it: a sitemap preview modal lists every URL on a site so you tick exactly which pages get trained, with a live quota counter and already-trained URLs subtracted automatically. Sites without a sitemap can run Discover All Pages instead. For agencies building a support bot per client, that is the difference between an hour and an afternoon.

Media Storage Handles Whole Folders

The Media Center now supports folder uploads and downloads. An Upload Folder button sits beside Upload File, and drag and drop accepts single folders, multiple folders, or a mix of folders and loose files. Folders download as one zip with the original directory structure preserved. Progress moved to a folder hierarchy view with per-file success and failure states and clear messaging for partial completions. Nesting is capped at three levels and uploads at 1,000 files, with a toast reporting what was skipped. Previews also gained arrow key navigation, and videos stay paused when you navigate into them.

Chat Widget Adds Voice Notes and a Faster Load Option

Visitors can record and send voice notes and audio attachments straight from the Live Chat Widget, with an inline player offering waveform seek, mute, and 1x through 2x speed. Conversation AI can process and reply to voice notes automatically when enabled, audio in Conversations renders as playable cards instead of raw links, and sub-account users can hide the mic and attachment icons. A separate Load on user interaction toggle delays widget loading until a visitor scrolls, clicks, or taps, with a fallback load after roughly eight seconds. That trims blocking time and helps mobile page speed without giving up lead capture.

Builders, Communities, and Ecommerce Polish

Conditional visibility in the email builder now applies to entire layouts through a dedicated Visibility tab, plus new IS EMPTY and IS PRESENT operators across all custom fields, so a section can hide gracefully when a field is blank. Forms, surveys, and quizzes gained gradient button backgrounds and a custom modal height for popup, slide-in, and sticky sidebar embeds. Communities payments now honor HighLevel tax settings across paid memberships, courses, and events, and meeting recordings can be posted straight into a Community. On the store side, checkout shipping headlines and the free shipping label are editable. Our email marketing guide pairs well with the builder changes.

Smaller Improvements Worth Noting

• Social Planner follow-up comments are trimmed automatically to each platform limit, so they no longer drop silently.
• Rental listings and categories can now be included when creating or loading Snapshots.
• Facebook contact merging by name now covers Lead Form submissions as a setting separate from Messenger.
• Company object fields are available in the Custom Value Picker across Workflows, email tools, Conversations, documents, and Conversation AI.
• Contact communication preference changes are logged on the Conversations surface.
• Client Portal domain setup moved into the main Dedicated Domain Setup screen.
• Emails on inactive or unverified campaign domains now stop, are marked failed, and show a clear error.
• The mobile app pre-fills service appointment titles from Services Global Settings in version 4.15.0.
• Company and custom object workflows added a Math Operation action.

Frequently Asked Questions

Do the new AI Agent tools raise my costs?

Nothing here changes plan pricing. Knowledge Base Search is designed to lower cost by retrieving only relevant chunks at runtime instead of loading static business content into every prompt.

Will the Wait action rebuild break my existing workflows?

The changes focus on configuration. Card selection, recurring schedules, seconds, dynamic durations, and single-step date waits are additions, and similar wait types were grouped rather than removed. Review workflows that paired a Set Event Start Date action with a Wait, since that pattern collapses into one step now.

Which items from this week are not generally available yet?

Phone number porting and the flow-based Voice AI builder are both in Labs, with porting limited to agency owners and admins. Blog Comments is listed as coming soon, and Loyalty and Rewards is slated for beta in June 2026.

Try These Features Yourself

The fastest way to judge whether these changes fit your delivery process is to build one client workflow with them. Start a free 30-day GoHighLevel trial and test the changes on a live sub-account before rolling them out. If your team wants structured onboarding, the HighLevel bootcamp training walks through setup, automation, and client delivery.