Assigning and collaborating
Assign conversations to agents, add followers, and talk to your team with internal comments and @mentions the customer never sees.
3 min read
A property enquiry usually passes through several hands: the assistant who takes the first call, the agent who does the viewing, the broker who handles the negotiation, the office assistant who collects the paperwork. In Conversations you assign the conversation to one person, talk to your team in notes the customer can't see, and manage the conversation's status.
How the assistant assigns conversations
When the assistant finishes a call, it assigns the conversation to an agent using the routing rule set up during onboarding: by area, by the listing's agent, or in rotation. For hot leads and appointments it also creates a task for that agent. Our team sets these rules up; ask your consultant to change them. Details: Lead routing and tasks.
You can always change the assignment by hand.
Assigning and following
- Open the conversation and click the assignment field in the header. Pick a teammate (e.g. Selin Kaya). The conversation is now theirs and they get a notification. Choose Unassigned to remove the assignment.
- In the contact panel on the right, add other users under Followers. Followers are notified of new activity but the owner doesn't change, e.g. the broker following buyers at offer stage.
- To leave a note the customer can't see, choose Internal Comment in the channel switcher.
- Use the header icons to manage status: star, read/unread and close.
Tip
Keep the rule simple: "Whoever the conversation is assigned to writes to the customer." It stops two agents quoting the same buyer different prices.
The Contact Owner on the contact record is usually the same person as the conversation assignee. If they differ, agree as an office which one counts.
Internal comments and @mentions
Internal comments appear as yellow boxes in the thread; the customer never sees them. They're ideal for asking the broker about room for negotiation, asking the office assistant for documents, or leaving a handover note.
- Choose Internal Comment in the channel switcher. The composer turns yellow.
- Write your note. To tag a teammate, type @ followed by the first letters of their name and pick them from the list.
- Send. The tagged person gets a notification that takes them straight to this conversation.
Example: "@Burak Aydın Ahmet is asking whether 14M is negotiable. Could you check with the owner?"
Heads up
Before sending, make sure the channel is set to Internal Comment. An internal note written while WhatsApp is selected (say, the owner's lowest price) goes straight to the customer.
Read, star and close
| Action | When to use it |
|---|---|
| Mark as unread | You opened the conversation but will reply later. It stays in Unread. |
| Star | Customers who need following up: a buyer waiting on an offer, a seller about to sign an instruction. |
| Close / Complete | Nothing left to do. If the customer writes again, the conversation reopens. |
To mark several conversations at once, use the bulk actions in Filters and views.
Common issues
The person I assigned didn't get a notification. Check their notification preferences: My profile.
My teammate isn't in the @ list. They may not have been added to the account, or they're inactive. See My staff.
The assistant assigned the conversation to the wrong agent. Fix the assignment by hand and ask your consultant to update the rule.
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Didn't solve your problem?
Ask the assistant or message our support team.