Add CC/BCC to Workflows, New Engagement Scoring, and Call Scripts: This Week in HighLevel

If you're working inside HighLevel workflows, this week's update will feel like an actual upgrade.

From finally being able to CC and BCC on emails, to subtle (but important) changes around compliance and team training, these releases are practical, tactical, and ready to use. Plus, we've got an early look at HighLevel's new opportunity engagement scoring—with a few caveats to keep in mind.

Let’s break it all down.

Add CC/BCC in Email Actions

What Changed:
You can now CC or BCC contacts when sending emails from a workflow action—whether you're using templates or plain text.

Why It Matters for LOs:

• CC realtors on borrower communications automatically

• BCC internal team members for better visibility

• Add co-borrowers to outbound emails

Tip: Use custom values (like Opportunity Custom Values) to auto-insert dynamic recipients without manual entry.

Opportunity Engagement Scores (Early Preview)

What Changed:
A new "Engagement Score" field is now available at the Opportunity level. HighLevel previously referred to this as a "Contact Engagement Score," but it appears to be tied specifically to opportunities.

Why It Matters for LOs:

• A potential new way to measure lead quality and pipeline activity

• Could eventually support smart filtering or stage automation

Heads Up:

• Scores only apply to new opportunities created after March 19

• Existing opportunities will show a score of 0

• Currently very basic—likely to evolve with feedback

Tip: Add the field now to monitor behavior, but wait before building automations around it.

Call Scripts (Labs Feature)

What Changed:
A new lightweight feature allows you to write and save call scripts inside the Phone Numbers > Advanced Settings section.

Why It Matters for LOs:

• Great for onboarding new dialers or junior LOs

• Ensures consistency across outbound calls

• Helps teams stay compliant and on-brand

Tip: Enable "Call Scripts" in Labs first. Then head to your phone number settings to add and manage scripts.

Mandatory Call Recording Message

What Changed:
HighLevel now requires a non-empty call recording message when enabling call recording—even in single-party consent states.

Why It Matters for LOs:

• Prevents silent call recording (which may be a compliance risk)

• Impacts setups using blank messages (e.g., spacebar trick)

Tip: Use a single character (like a period) if you still want to bypass audible disclosure. But be aware—this workaround may be temporary.

Enhanced Terms & Conditions for A2P Compliance

What Changed:
When using the Terms and Conditions element in forms or surveys, HighLevel now includes two consent checkboxes—one for transactional communication, one for marketing.

Why It Matters for LOs:

• Aligns with carrier demands for clearer consent

• Supports smoother A2P registration and approvals

• Minimizes risk of message filtering or rejection

Tip: Don't panic if A2P approval is slower than usual—requirements are shifting industry-wide, not just inside HighLevel.

Why These Updates Matter for Mortgage Teams

From better inbox visibility to training-friendly call scripts and smarter compliance defaults, these updates are all about streamlining your systems without breaking them. Mortgage teams navigating A2P changes or onboarding new hires will especially benefit this week.

🎥 Watch the full Weekly Breakdown video to see each feature in action and hear how top LOs are using them.

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