The September Extendly Town Hall: What Really Matters For Your Agency

If you missed the live call, here is the big idea. We want you to spend less time on “look and feel” and more time on revenue. That is why we made the Theme Customizer free for everyone. We also showed how our Support AI is getting smarter, how humans jump in fast when needed, and how we are giving you clear dashboards to see the impact.

You run a HighLevel SaaS agency. You need speed, trust, and simple tools that work. This month moved the needle on all three.

Watch The Full Video:

First, a quick win: your brand in minutes

Your portal should look like your brand, not ours.
So we made the Theme Customizer free. No custom CSS. Pick a look, click save, keep building. This keeps you out of the weeds and back to sales and onboarding.

• Try it here → extendly.com/theme

• Timestamp to note → 00:08:40 Free Theme Customizer

Help us build what you need next

We launched an Ideas Portal so your voice guides our roadmap. Post ideas. Upvote what matters. We check it often. Small ideas count.

• Share an idea → ideas.extendly.com

• Timestamp to note → 00:07:29 Ideas Portal

Support that starts with AI and finishes with people

Inside HighLevel, your users get help right away in the ExtendlyOS widget. Our Support AI answers first. If it cannot solve it, our human team takes over on managed plans. This keeps answers fast and on brand.

• Average first human reply is under one minute
  

• CSAT is at 94 percent across plans and 96 percent on enterprise
  

• Real time translation helps non-English chats

• Timestamps to note → 00:16:05 Widget tour. 00:46:00 First reply time. 00:33:54 CSAT stats.

Coming soon: see every conversation

You asked for more visibility. We agree. We are adding AI Discussion History and Human Discussion History so you can see transcripts, find the moment of human rollover, and export as needed. We are also rolling out Conversation Dashboards that show AI vs human volume, trends, and savings.

• Private beta now. Wider release after polish.

• Timestamps to note → 00:29:24 AI history. 00:24:48 Dashboards.

Content that stays fresh

HighLevel changes fast. We keep up.

• 38 new knowledge base articles in the last 30 days
  

• 68 updated articles

• 21 news posts
  We track the HighLevel changelog and update within a week so your AI answers stay correct.

• Timestamps to note → 00:33:19 KB stats

Pro tip: reduce tickets with smart popups

When platforms have issues, tell users before they ask. Use News and Announcements to push a banner or modal. Share the status link. This lowers chat noise and builds trust.

• Timestamp to note → 00:27:51 Nudge UX update and learnings

Customer Spotlights

Charles Higgins shared his thoughts on the new Theme Customizer:

“If you haven’t used the Theme Customizer yet, it is amazing. Hats off to the dev team for how they implemented that with the UI/UX — I absolutely love it.”

And Brad Farrington told us why he keeps coming back to Extendly:

“I tried other tools, but I keep finding myself drawn back to Extendly. My customers get better service here, and that matters.”

These stories show what we’re building: tools that feel simple, backed by support that agencies and their clients can trust.

Why this all matters

Agencies win when users get fast answers and a clean setup. A portal that looks right. AI that handles the simple stuff. Humans that jump in fast. Clear stats that prove the value. Less chaos. More growth.

What to do next

1. Set your own customized theme → extendly.com/theme
   

2. Do you have some ideas? Share them with us → ideas.extendly.com
   

3. Add managed human rollover if you want white label humans on backup

4. Join our affiliate program! We have paid out over one million dollars to date → extendly.com/affiliate

Key timestamps at a glance

• 00:07:29 Ideas Portal
  

• 00:08:40 Free Theme Customizer
  

• 00:16:05 Support widget tour
  

• 00:23:30 Custom value mapping in forms
  

• 00:24:48 Conversation dashboards in private beta
  

• 00:27:51 News to Nudge update
  

• 00:29:24 AI Discussion History
  

• 00:31:10 Support AI V2 goals
  

• 00:33:19 38 new KB articles, 68 updates, 21 news posts
  

• 00:33:54 CSAT 94 percent. Enterprise 96 percent
  

• 00:46:00 First human reply under one minute

• 00:56:13 Drag the widget icon

👇 Let us know your thoughts in the comments and don’t forget to like and subscribe for more updates.