Conversation AI overview
What the assistant that answers WhatsApp, Instagram, Messenger, website chat and SMS does, where it lives and who manages what.
3 min read
Conversation AI is the AI agent that answers written messages sent to your agency. The AI voice assistant picks up the phone; Conversation AI replies, in seconds and with your office's information, to the person who messages you on WhatsApp, Instagram or your website at 23:40 asking "Is this listing still available?".
What it does
- Replies on written channels: WhatsApp, Instagram DM, Facebook Messenger, website chat and SMS. See Channels and modes.
- Speaks from your office's information. It is trained on your office details, FAQs and listings. It doesn't make things up; when it doesn't know, it refers to an agent. See Training and knowledge base.
- Qualifies. Buyer, tenant or seller? It asks about budget, area, number of rooms and timing, one question at a time.
- Books appointments. It offers free slots for a viewing, valuation or office meeting. See Bot goals and actions.
- Hands over to a person when needed. Deposits, contracts, complaints, or "I'd like to speak to an agent" go to your team. See Handoff to a human.
- Updates the CRM. Contact fields, tags and the conversation history stay in the inbox.
There are two working modes:
| Mode | What happens |
|---|---|
| Suggestive | The bot drafts a reply; your agent reads it and sends it. |
| Auto-Pilot | The bot sends the reply itself. |
Important
New bots start in Suggestive mode. Once replies have been reliably right for a few weeks, offices usually move after-hours messages to Auto-Pilot first. See Conversation AI best practices.
Where to find it
- Open AI Agents in the left menu.
- The Agent List tab under Conversation AI lists your bots. Each row shows the bot's mode (Off, Suggestive, Auto-Pilot) and its channels.
- Click a bot's name to open its settings: Bot Settings (mode and channels), Bot Training, Bot Goals (goals and actions).
The messages themselves appear in Conversations, in each contact's thread. Bot messages carry an "AI" marker. See Reviewing AI replies.
The bot takes what it knows from AI Agents → Knowledge Base. Your voice assistant can use the same knowledge base, so callers and message senders get the same answer.
Who manages what
The Squaremeters team sets up the bot: its identity and language, channel connections, the first version of the knowledge base (office FAQs, listings), booking calendars, handover rules and CRM fields. We test it with you before it goes live.
What you can do in the panel:
- Read, approve and correct the bot's suggestions.
- Change a bot's mode (for example, set a channel to Off for a while).
- Add new FAQs to the knowledge base and fix outdated answers.
- Run a test (Test Bot).
Changing goals, actions, the bot's instructions or adding a new channel changes how the bot behaves as a whole. For these, contact your consultant.
Note
Conversation AI follows the same brand voice as the voice assistant: no exact prices, no "guaranteed returns" or "once-in-a-lifetime deal", and a free valuation is offered whenever price comes up.
Example
Can Polat messages you on Instagram late on a Saturday: "Do you have an office floor in Ataşehir?" The bot finds the 220 m² office floor in your listings, describes it briefly and asks: "Would you like me to check viewing times for Monday?" Can picks a slot; the appointment is written to the calendar, and on Monday morning your agent finds the conversation and the booking ready.
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