Conversation best practices

A buyer contacts three or four agencies at once. The one that gives the first clear answer usually gets the viewing. In Squaremeters the assistant usually gives that first answer; the agent's job is to carry the momentum through to a sale. This article sums up the habits that turn the inbox into deals.

1. Pick up where the assistant left off

1. Start the day with your hot lead view: hot-lead tag, assigned to you, unread. See Filters and views.
2. Before you message or call, read the assistant's summary. Budget, area, timing and their question are all there.
3. Pick up where it left off. The customer shouldn't have to explain twice.

Weak: "Hello, how can I help?"

Strong: "Good morning Ahmet, Selin from Atlas Emlak. You spoke to Elif last night. The Moda flat has covered parking; I'll see you there on Saturday at 11:00."

2. Speed: the first 5 minutes

The assistant answers calls and Conversation AI answers messages instantly. But on channels the assistant doesn't cover (e.g. email), and for hot leads you've taken over, speed is still in your hands.

• During office hours, have someone on duty watching Unread.
• Set up an Unassigned view so no conversation goes without an owner.
• Think about time zones for buyers abroad; schedule messages if needed.

Targets and measurement: Speed to lead.

3. Structure of a first message

If you're the first to reply to an enquiry the assistant didn't handle (e.g. one that came in by email or from a portal):

1. Introduce yourself: your name and the office.
2. Confirm: repeat the enquiry ("thanks for your enquiry about a 2+1 in Beylikdüzü").
3. One clear ask: budget and timing. One request per message.
4. Next step: propose a viewing and offer two options ("Saturday or Sunday?").

Don't flood the first message with listings; clarify the need first. Save this message as a snippet.

4. Talking about price

• Don't give a seller a firm figure by phone or message. Offer a free valuation: "let's assess the property together to get the right price". The assistant follows the same line.
• Don't put room for negotiation in writing to a buyer; never write the owner's lowest price anywhere except an internal comment.
• Avoid phrases like "a deal you can't miss" or "guaranteed to go up in value". Transparency builds trust.

5. Handovers inside the team

When an offer is accepted, the deal moves from the agent to the broker, or to the office assistant for paperwork. Handovers are where information gets lost.

1. Change the conversation's assignment to the new owner.
2. Leave a short handover summary as an internal comment: agreed price, financing, completion date, special notes. @mention the new owner.
3. The new owner sends the customer a message introducing themselves.

Update the opportunity stage too (e.g. Offer → Completed). See Buyer pipeline.

6. House rules

• One person writes to each customer: whoever the conversation is assigned to.
• Tasks the assistant creates are closed the same day.
• Every conversation ends with a next step: a question, a viewing, a reminder.
• Missed calls are returned the same day.
• A customer who says "don't call me" gets the do-not-call tag and DND on their record.
• By the end of the day, Unread is empty.

Related articles

• Speed to lead
• Call logs and summaries
• Assigning and collaborating
• Buyer pipeline