Inbox overview
Get to know the Conversations screen; the assistant's calls and messages from every channel in one shared inbox.
3 min read
Conversations is the shared inbox where everything that reaches your office lands: the assistant's phone calls, WhatsApp, Instagram, Facebook Messenger, website chat, SMS and email. Whichever channel a customer uses, your team replies from one screen and sees the whole history.
In Squaremeters, the first reply usually comes from the AI. When a buyer rings at 23:40, your assistant Elif takes the call, sends the listing link on WhatsApp and books the viewing. When your agent opens Conversations in the morning, the recording, the summary and the next step are already there.
The three panes
Click Conversations in the left menu and the screen splits into three panes:
- Tabs. Above the list are the Unread, Recents, Starred and All tabs.
- Conversation list. Each row shows the contact's name, last message, time and channel icon. Unread counts appear as a yellow badge. Conversations handled by the assistant are in this list too.
- Thread. The full history of the selected conversation (messages, calls, the assistant's call cards, internal comments) with the composer at the bottom.
- Contact panel. Phone, tags, the Property enquiry fields the assistant filled in (enquiry type, area, rooms, budget) and the linked opportunity. You can view and update details without opening the contact record.
What the tabs show
| Tab | Contents |
|---|---|
| Unread | Conversations nobody has read yet. Start your day here. |
| Recents | Conversations with recent activity, newest first. |
| Starred | Conversations you've starred (e.g. buyers at offer stage). |
| All | Every conversation you have permission to see. |
Tip
Treat Unread as a to-do list. Once you reply, a conversation is marked read; when the tab is empty, nobody is waiting on you.
The assistant's footprint in the inbox
When the assistant handles a call or message, you see it clearly in the inbox:
- Call card. Every call the assistant takes sits in the thread as a card: recording, short summary, outcome (e.g. Appointment booked, Hot lead) and a link to the transcript. Details: Call logs and summaries.
- The assistant's messages. The listing link sent during a call, and Conversation AI's replies on WhatsApp and Instagram, show in the thread with a ✦ mark.
- Assignment and task. For hot leads and appointments the conversation is assigned to the right agent and a task is created. The agent picks up where the assistant left off.
The agent's job is to turn the groundwork the assistant laid into a sale: read the summary, then message or call the customer in a way that feels familiar. See Conversation best practices.
Channel icons
Each row has the channel of the last message on the corner of the avatar. Even when the same person writes on several channels, everything is merged into one contact record.
For example, James Carter first asked about the Moda flat on Instagram, then rang the office the next day and spoke to the assistant. Both sit in the same conversation in time order; your agent doesn't have to ask "who's spoken to this customer before?".
Note
A channel only reaches the inbox once it's connected. Our team connects your channels during setup. Details: WhatsApp Business API and Facebook and Instagram.
Who sees what?
Which conversations a user sees depends on their role and permissions. For example, an agent can be limited to conversations assigned to them. See Restricting data access.
Common issues
A message isn't showing in the inbox. Switch to All and check whether a filter is applied. If it's still missing, the channel may have disconnected: Messaging troubleshooting.
An assistant call isn't in the list. The caller may have withheld their number; these calls are still listed under AI Agents → Voice AI → Dashboard & Logs.
I can't see some conversations. Your permissions may be limited to conversations assigned to you. Ask your office manager.
Related articles
Didn't solve your problem?
Ask the assistant or message our support team.