Conversation AI best practices

The agencies that get the most from Conversation AI don't switch the bot to Auto-Pilot overnight. They read its suggestions first, feed the knowledge base, then let go step by step. This article collects the habits that work for estate agencies.

A step-by-step rollout

Squaremeters AI

Weeks 1–2

All channels on Suggestive. Read every suggestion.

Suggestive

→

Every week

Frequently corrected replies → new FAQs.

Knowledge Base

→

Once replies are reliable

After-hours WhatsApp → Auto-Pilot.

Auto-Pilot

→

Later

Open other channels one at a time.

Auto-Pilot

1. First 2 weeks: every channel on Suggestive. An agent reads every suggestion. The goal isn't speed; it's seeing where the bot goes wrong.
2. Every week: turn corrections into FAQs. Add the 3–5 most corrected replies to the knowledge base. See Training and knowledge base.
3. Once replies are reliable: after-hours WhatsApp on Auto-Pilot. Nights and weekends are when unanswered messages cost the most.
4. Then: open other channels one at a time. Instagram, Messenger, website chat. Watch each for a few days.

Make these decisions with your consultant. You can change the mode yourself; two-bot setups and working hours are configured during setup.

Brand voice

Squaremeters AI

ZAWill this home go up in value?

Reply to avoid

Absolutely! The area is booming, a 40% rise in two years is guaranteed. Not to be missed!

Promises a figure, uses pressure. Against your brand voice.

Good reply

Nobody can know that for certain. An agent can go through recent sales and projects in the area with you. Shall I set up a call?

Honest, measured, suggests a next step.

Your bot is your agency's voice. The brand voice agreed at setup follows these lines:

• Accurate pricing and transparency. No exact prices or value predictions; "the best way to get the right price is for an agent to see the property", plus an offer of a free valuation.
• Trust and "let's look at it together". No pressure, no rushing.
• Banned phrases: "guaranteed returns", "once-in-a-lifetime deal", "sure to sell", "X% growth guaranteed".
• Short messages. On WhatsApp, 2–3 sentences and one question. Long paragraphs go unread.
• Honest identity. The bot introduces itself as the office's assistant; if asked "Are you a robot?" it answers honestly and offers an agent.

The FAQ answers you write should follow the same voice; the bot takes its cue from your sentences.

Speed and handover

• Handed-over conversations come first. If the bot said "an agent will message you shortly", your team must keep that promise. Open assigned conversations first thing in the morning. See Handoff to a human.
• Hot leads don't wait. When the bot spots a hot buyer, use an automation to send the agent a task and a notification. See Speed to lead.
• One voice per conversation. The bot stops when an agent writes. If you hand a conversation back to the bot, make sure the contact has come back with a new question.

WhatsApp rules

• The bot replies to people who wrote to you, within the 24-hour window; that's allowed.
• After the window closes, your office's first message must use an approved template. The bot doesn't do this; confirmations, reminders and follow-ups go out as templates via automations. See WhatsApp templates.
• Blocks and reports from users lower your WhatsApp number's quality rating. Avoid unnecessary and frequent messages. See WhatsApp rules and quality.

KVKK and personal data

• When asking for budget or contact details, the bot says why: "So we can match you with the right listings."
• Don't upload personal data to the knowledge base; IDs and title deeds aren't requested in chat.
• If the contact asks you to stop, the bot stops, and your team shouldn't send them marketing messages either. See Data privacy and KVKK.

Do's and don'ts

Related articles

• Channels and modes
• Reviewing AI replies
• Conversation best practices
• Speed to lead