December Town Hall Recap, Big Wins, Big Fixes, and Big Plans for 2026

~6 min read

Introduction

The final Town Hall of the year was packed with real updates, big improvements inside ExtendlyOS, important AI upgrades, and honest conversations about how agencies can grow faster in 2026.

This month had a clear message, stop overthinking, start selling, and let Extendly do more of the heavy lifting for you. Here is a full recap of what happened, plus timestamps so you can jump to the moments that matter most.

You can watch the full replay here:

Starting Strong, Planning for 2026

December is not the time to slow down. It is the time to plan your 2026 offer, clean up your systems, and get ahead before the new year hits.

New Weekly Call, Extendly Unfiltered

Watch at 12:09

We have a new Thursday session called Extendly Unfiltered. It is a casual weekly chat where agency owners can bounce ideas off of each other, share wins, and ask for help. This call will be relaxed, honest, and made for anyone who wants real talk without slides or scripts.

Stop Over-Engineering and Start Selling

One of the biggest takeaways from this month was simple.

The gap between agencies who grow fast and those who stay stuck usually comes down to action.

Too many people wait for the perfect offer, perfect funnel, perfect copy. But, winners test, sell, adjust, and improve as they go.

If you find yourself stuck in planning mode, this is your sign to get a move on.

Upcoming Events and AI Implementation Training

Watch at 14:46 and 16:30

Extendly shared updates on:
• The Done For You Webinar offer
• Two December events focused on AI marketing and AI implementation
• How to promote your webinar, price your AI offers, and move clients onto new GHL AI tools

If you missed your invite, Customer Success can help.

Product Fixes and Improvements Across ExtendlyOS

Watch at 18:33

Tiana walks through a full month of updates. Below is a gist of the improvements we’re working on.

Knowledge Base Fixes

• Custom articles now show correctly in search
• You can now pin a third article inside the builder

Forms

• File upload submission failures have been fixed

Support AI V2 Handoff

The handoff to live chat is smoother now thanks to new defensive strategies. The team is still watching performance to keep making it stronger.

1:1 Feedback Sessions

Tiana is opening personal sessions so users can give direct input on what they want to see next.

What We Are Building Now in ExtendlyOS

Watch at 20:26

Chris shared the biggest development work happening right now.

1. Ideas Portal

The team is watching new requests and using your votes to decide what gets built next.

2. Full Widget System Redesign

A cleaner, easier way to manage spaces, styles, settings, and install steps.

3. Major AI Knowledge Search Upgrade

Right now AI only searches the knowledge base about half the time.
That is not good enough. With the new upgrade, AI has deeper search power and smarter decision making abilities, so your articles are used more often, and answers feel smarter and more accurate.

4. Better Article Sourcing

Instead of sending users to a general Knowledge Base link, the widget will show the exact articles the AI is using, with a cleaner interface and clickable titles.

5. Stronger Testing Systems

Extendly is adding new testing tools to ship faster, safer, and more stable code for agencies.

Support Stats, Response Times, and Ticket Performance

Watch at 30:57, 32:09, 33:33

We’ve got some strong support numbers for November to share with you!

Live Chat Satisfaction

• Industry average is about 78 to 85 percent
• Extendly is still at 95 percent every month
• The team is now pushing toward 96 to 97 percent

Response Times

• First response is 53 seconds, beating the 60 second benchmark
• Agents stay active in conversations so clients do not sit waiting

Ticket SLAs

• Second response SLA is at 92 percent
• Ticket resolution within SLA is 95.5 percent

Extendly is aiming to deliver fast answers and real solutions, not just closing tickets without fixing the challenges or issues that arise.

Zoom Call Availability is Improving

Watch at 30:33

It’s unfortunate, but as you know we are always transparent, some clients were waiting 2 to 5 days for a Zoom call. This is unacceptable. So starting this month, the support calendar is being restructured to get back to:

• Same day calls
• Or no more than one business day wait

This upgrade helps you and your clients move faster inside HighLevel.

Managed Onboarding and AI Implementation Wins

Our managed onboarding team has been busy helping your clients get real wins. We set up their AI employee, load their snapshots, and make sure they feel confident using the tools. Seeing clients take their first steps is always the best part. Our satisfaction score climbed to about 97 percent this month, up from 94.3 percent! We are proud of our onboarding team and the progress they have made!

The Big Q and A, CRM Plus AI, Funnels, Calendars, and Launch Paths

Watch from 37:27 onward

This month’s Q and A turned into a powerful conversation about real world onboarding needs.

The community talked through:

Agencies who

• Sell CRM first
• Add AI as a higher tier
• Need a blended onboarding flow that covers both without confusing their clients

Real struggles brought up

• Too many calendars
• Too many funnels
• Clients not knowing where to start
• AI and CRM not having a shared path
• Launch calls that only focus on one side

What agencies want

• One long form with conditional fields
• One onboarding path with smart branching
• Clear steps for CRM setup
• Clear steps for AI activation
• The ability to train first and launch second
• Flexibility based on their offer structure

Extendly confirmed they are open to adjusting SOPs and even future onboarding packages to support these blended offers.

Closing Thoughts and Holiday Wishes

As we end 2025, we have a simple hope for everyone in our community. We want 2026 to bring you more freedom, more cash flow, more wins, and more joy in your business. This community has grown so much this year, and we are grateful for every one of you. We are committed to building even better tools, stronger support, and smoother systems to help you grow with confidence.

Happy holidays from the entire Extendly Team, and here is to an amazing 2026 ahead!

👉 Book a Demo with Extendly to see how ExtendlyOS and Support AI V2 can transform your agency’s growth and client retention.

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