One contact's texts and emails in a single thread, whichever way they arrived. You reply by hand from the same number or mailbox an automation would use, so the person on the other end sees one continuous conversation rather than two half ones.
SMS 4
Every message says which channel it came in on, when, and whether a person or an automation sent it. Email keeps its subject. A refusal looks different from a fault, so you know which one needs you.
SMS or email, the moment it happened in Toronto time, and who sent it. Nothing is hidden behind a hover.
A message a flow sent is labelled automatic. A message an agent typed is labelled by a person. The two look the same to the contact and different to you.
The subject sits in a band above the body, because it is information about the message, not part of it. Reply from the arrow and the thread continues under the same subject.
A text that did not go is something you can act on, so it carries a red failed badge with the carrier's code. You can send it again by hand.
Not replying twice in ten minutes is the system working, so it shows as a quiet note in the timeline, never as an error.
Pausing stops the automation for that one contact while you handle it yourself, without switching the flow off for everybody else on it. Nothing is cancelled, and handing it back resumes where the automation left off.
On. Automation may reply to this person at any moment.
I'll handle this — pause automatic repliesPausing never cancels anything, so you can hand it back at any time.The contact overview says so, and the composer warns that your reply may cross a queued automatic message. If you are about to take the conversation yourself, pause first.
Paused. Automatic replies are off for this conversation until you hand it back.
Taken over Sep 2, 10:24 a.m.Hand back to automationYou can still reply by hand. Nothing is cancelled — handing it back resumes where the automation left off.Automatic replies are off for this one contact. The flow keeps running for every other person in it, and the time you took over is recorded on the conversation.
On. Automation will reply if a flow matches.
I'll handle this — pause automatic repliesPausing never cancels anything, so you can hand it back at any time.Handing back picks up where the automation stopped. If the flow no longer suits this person, leave it paused. Either way nobody else is affected.
Pausing affects this contact only. To stop a flow for everybody, unpublish the flow in Automation Flows.
A reply goes out on the number or mailbox the conversation is already on. You cannot accidentally answer from a different one. Saved replies, an AI tidy-up and consent checks are built into the box you type in.
Quick replies
★ Showing times this week brokerage Pre-approval next steps brokerage Condo status certificate yoursTemplates
New listings near you brokerage Open house follow-up yoursThe bolt opens your Quick Replies and Templates for the channel you are on, marked brokerage or yours. A pick is inserted as text you can still edit, and a template's subject fills the subject line if you have not written one.
One tap rewrites your draft in a cleaner voice. Only your draft is sent to the model, never the conversation, and you can put your original wording back with one more tap.
No reply can be sent on this channel — by hand or automatically. This is not a setting that can be overridden here.
If a person opted out of texts, the SMS composer closes and says so. The same rule applies to flows, so no automation can send what you cannot. Switch to email if they still allow it.
Agents see conversations on the numbers and mailboxes assigned to them. Admins see the brokerage's own. If a conversation is missing, it is on somebody else's.
A conversation owned by an agent shows as assigned, or partly assigned when only some threads are. You can read the part before the handover, but you cannot reply on their behalf.
Replies to a text arrive back on the same number. If that number is ever reassigned in Communications Settings, the reply follows the number, not the conversation.
The Communications Inbox comes with the Automated AI Lead Engine, the add-on that switches on the texting and email side of Marketing Studio for your brokerage. Agents work their own conversations in the agent portal; admins see every brokerage-owned thread.
Added to Growth or Dominance AI. Switched on or off at any time, billed pro rata alongside your plan.
The AI tidy-up in the composer and the three AI steps in flows need an active AI key: your own provider key, or the one included with Dominance AI or the AI Assistant add-on.
No. It goes out on the number or mailbox the conversation is already on, the same one the automation used. The contact sees one continuous thread from the brokerage, and every message is logged against them.
It pauses for that contact only. Nothing is cancelled, everyone else in the flow carries on, and handing it back resumes where the automation left off. To stop a flow for everybody, unpublish the flow.
No, and neither can a flow. The SMS composer closes with the opt-out date and says that no reply can be sent on this channel, by hand or automatically. If they still allow email, you can switch to that.
You see conversations on the numbers and mailboxes assigned to you. A conversation owned by another agent shows as assigned in the admin view, where you can read the part before the handover but not reply on their behalf.
Yes. The bolt in the composer lists your Quick Replies and Templates for the channel you are on, marked brokerage or yours. A pick is inserted as text you can still edit, with this contact's merge values already filled in.
Add the Lead Engine to a Growth or Dominance AI site, connect a number and a mailbox, and every text and email lands in one inbox your whole team can read.