Conversations Sync
Two-way message sync between GHL Conversations and tickets
Conversations Sync keeps your GHL Conversations inbox and your helpdesk tickets in step. Replies flow in both directions so your team can work from either interface without missing messages.
How it works
Helpdesk to GHL
When an agent sends a reply from the helpdesk, the message is automatically pushed to the corresponding GHL Conversation. The contact sees a single, continuous thread regardless of where the reply originated.
GHL to helpdesk
When a message arrives in GHL Conversations for a contact who has an active ticket, that message is appended to the ticket's conversation thread. Agents working in the helpdesk see it immediately.
Inbound GHL messages only append to existing active tickets. If the contact does not have an open ticket, the message stays in GHL Conversations and no ticket is auto-created. This prevents unwanted ticket noise from general CRM conversations.
Deduplication
Messages that originate in the helpdesk and are pushed to GHL are automatically tagged. When the sync picks them up from GHL, it recognises them and skips the duplicate — so you will never see the same message appear twice on a ticket.
Calls and voicemail
Call events and voicemail notifications from GHL are logged on the ticket as informational entries. They appear in the conversation timeline for context but do not create new tickets.
What is not synced
- Messages for contacts with no active ticket are not pulled into the helpdesk.
- Outbound marketing messages (bulk SMS, email campaigns) are not synced.
- Editing or deleting a message in GHL after it has synced does not update the helpdesk copy.