Messages
Overview
Section titled “Overview”Messages handles all your in-platform communication. There are two main parts:
- Chat Sessions – Real-time conversations with clients or other agents
- Chat Requests – Inquiries from people on your public website that you can accept or decline
[SCREENSHOT of the chat interface with message list]
Chat Sessions
Section titled “Chat Sessions”A chat session is a conversation thread between you and another person (client or agent). Sessions support real-time messaging with typing indicators, read receipts, and file attachments.
Session Status
Section titled “Session Status”Each session has a status:
| Status | What it means |
|---|---|
| Active | Conversation is open and ongoing |
| Closed | Conversation has ended |
| Archived | Hidden from your main list but still accessible |
You can close a session when you’re done, archive it to clean up your list, or reopen it later if needed.
Sending Messages
Section titled “Sending Messages”Open a session and type in the message field at the bottom. Press Enter or click Send.
Messages support:
- Text – Plain text with basic formatting
- File attachments – Images and documents (see limits below)
Read Receipts and Typing
Section titled “Read Receipts and Typing”- Single checkmark (✓) – Message sent
- Double checkmark (✓✓) – Message read by recipient
- Typing indicator – Shows when the other person is typing
File Attachments
Section titled “File Attachments”[SCREENSHOT of sending a message with attachment]
Click the attachment button to add files to your message.
Limits:
- Maximum 10MB per file
- Maximum 5 files per message
Supported image types:
- JPG, PNG, GIF, WebP
Supported document types:
- PDF, DOC, DOCX, TXT, RTF
Managing Sessions
Section titled “Managing Sessions”From the session list, you can:
- Close – End the conversation
- Archive – Hide it from your main list
- Reopen – Restore a closed or archived session
Searching
Section titled “Searching”Use the search bar to find conversations by participant name or message content. Results show which sessions contain matches.
Chat Requests
Section titled “Chat Requests”Chat requests come from people visiting your public website. When someone submits a contact form or chat inquiry, it shows up here as a request you can accept or decline.
[SCREENSHOT of the chat requests list]
What’s in a Request
Section titled “What’s in a Request”Each request includes:
- Name, email, phone – Contact info they provided
- Message – Their initial inquiry
- Property of interest – If they mentioned a specific listing
- Preferred contact method – Email, phone, text, or chat
Request Status
Section titled “Request Status”| Status | What it means |
|---|---|
| Pending | Waiting for your response |
| Accepted | You accepted and a chat session was created |
| Declined | You declined the request |
| Expired | Request wasn’t responded to in time |
Accepting a Request
Section titled “Accepting a Request”[SCREENSHOT of accepting a chat request]
Click Accept to start a conversation. This creates a new chat session where you can message the person directly.
Declining a Request
Section titled “Declining a Request”Click Decline if you don’t want to proceed. You can add notes explaining why (visible only to you).
Converting to a Contact
Section titled “Converting to a Contact”Click Convert to CRM to add the person to your Contacts database. This is useful even if you decline the chat—you can follow up with them later through other channels.
Agent-to-Agent Chat
Section titled “Agent-to-Agent Chat”You can also request a chat with another agent in the system.
[SCREENSHOT of the agent chat request dialog]
From the Agent Directory, find the agent and click Request Chat. You can include:
- A message explaining why you want to connect
- A property of interest if it’s about a specific listing
The other agent receives your request and can accept or decline, just like client requests. If they accept, a chat session opens between you.
Agent-to-agent chats are marked with a badge so you can distinguish them from client conversations.
Notifications
Section titled “Notifications”You’ll see a badge count in the sidebar showing:
- Unread messages in active sessions
- Pending chat requests waiting for response
New messages appear in real-time—no need to refresh the page.