Replying and channels
Reply on the right channel, know WhatsApp's 24-hour rule, attach files and schedule messages for later.
4 min read
Replying on the channel the customer used is usually fastest. Sometimes, though, you need to switch: emailing the title deed and service charge details, or sending an SMS to a buyer who has gone quiet on WhatsApp. This article covers the composer's tools and each channel's rules.
Sending a message
- Click the channel switcher above the message box and pick a channel: WhatsApp, SMS, Email, Facebook, Instagram or Live Chat. By default, the channel the customer last used is selected.
- Type your message in the message box.
- If needed, add an attachment (paperclip), emoji, snippet (saved reply) or voice recording from the toolbar.
- Click Send. The message goes out on the selected channel and appears in the thread.
Greyed-out channels aren't available for this contact. If the customer has never messaged you on Instagram you can't start an Instagram conversation; without a saved email address you can't pick Email.
Note
If you start typing while the assistant is handling a conversation, the customer may hear from two voices. See Handoff to a human for when Conversation AI hands over to you.
Rules by channel
| Channel | What to know |
|---|---|
| You can write freely for 24 hours after the customer's last message. Once that window closes you can only send a Meta-approved template. | |
| Instagram / Facebook | The customer must message you first; Meta limits how long you have to reply. |
| SMS | Your account needs a Squaremeters phone number with SMS enabled. Ask your consultant whether it's in your plan. |
| You can add a subject and attachments. Good for title deed copies, service charge statements and draft contracts. | |
| Live Chat | The chat window on your website. If the visitor has left the page you may need to reply on WhatsApp or email. |
WhatsApp's 24-hour window
- If more than 24 hours have passed since the customer's last message, a window closed warning appears above the composer and free text can't be sent.
- Pick an approved template from the list (e.g. new_listing_match). As soon as the customer replies, the window reopens and you can chat normally.
Templates fall into categories such as Utility (service messages: viewing confirmation, a listing they asked about coming up) and Marketing (promotion: a new development launch). Don't try to send promotional content as a Utility template; Meta will reject it or change its category. Templates are prepared with our team during setup. Details: WhatsApp templates.
Heads up
Promotional messages (a new development, a price drop, a campaign) may only go to contacts with marketing consent (İYS). Service information about the customer's own enquiry (the link they asked for, their viewing time) is different. See İYS and KVKK.
Attachments, emoji and voice notes
- Attachments: add photos or PDFs (a brochure, a floor plan) with the paperclip. Share large files as a link via Media Storage.
- Emoji: use sparingly; professional but warm is enough.
- Snippets: insert text you use often with one click. See Templates and snippets.
- Voice notes: the microphone appears on some channels. A short voice note after a viewing builds trust.
Photos and documents the customer sends show as previews in the thread; click to enlarge or download.
Scheduling a message
You can schedule email and SMS messages for later. Ideal when you write something late at night and want it to arrive at 09:30.
- After writing the message, click the arrow next to Send.
- Choose the date, time and timezone. For buyers abroad, use their timezone.
- Confirm with Schedule.
The scheduled message shows in the thread with its time; you can cancel it before it goes out. Scheduling may not be available on every channel.
Common issues
My WhatsApp message failed with a red warning. The 24-hour window has most likely closed. Send an approved template. See WhatsApp rules and quality rating.
SMS is greyed out. The contact's number is missing or wrong, or SMS isn't set up on your account. See Phone system.
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