Visitor chat

Visitor chat lets a signed-in visitor on your site message you about a property — from the listing page itself — and gives your team a Conversations inbox in the CRM where every thread is saved, linked to the person’s lead profile, and connected to the listing it started on. It replaces the dead-end contact form with a channel that continues.

How chat works on the visitor’s side

On any listing page, a signed-in visitor sees a message composer in the agent panel where anonymous visitors see the standard lead form. They type a question, and the platform opens one thread per property — subject stamped automatically with the address — or reuses the open thread if they’ve written about that listing before, so a property conversation stays a single readable history instead of scattering across five form submissions.

Away from listings, the visitor has a messages page in their account hub: all their threads, unread indicators, and a poll-fresh view while the page is open. When you reply, they get an email from your site with a deep link back into the exact thread. Chat requires a visitor account, which is deliberate — it is what makes the history durable and the person identifiable.

How it works on your side

Conversations is a tab in the CRM rail with a live unread badge. Each thread shows the visitor, the property in question with an absolute link to the listing, and the full back-and-forth. From any thread, “View person” jumps to the visitor’s lead profile — because by the time someone is asking questions about a specific property, you want their whole story, not just this message.

Incoming messages notify the assigned seat through the CRM’s notification stack — bell, web push and email — falling back to the owner when the lead is unassigned. The first reply matters most, and the notification path is built for the speed-to-lead reality that the first minutes decide contact rates.

What chat feeds in the CRM

The first message from a visitor who isn’t yet a contact provisions one automatically and links it to their visitor account, so a chat can never float free of your database. From then on the person record carries the conversation alongside everything else: the listings they viewed, their favourites, their saved searches, and the rest of the contact timeline. A message asking about a Danforth semi reads differently when the timeline shows nine Danforth listing views this week — and that context sits one click from the thread.

Why property-anchored chat converts

Generic chat widgets optimize for volume; property-anchored chat optimizes for intent. A visitor composing a message on a specific listing has self-qualified — they are far enough along to have a question about a real house. Making that moment frictionless for signed-in users, durable across sessions, and visible inside the CRM turns your listing pages into the top of a conversation, not the end of a browse. It ships on every plan as part of the CRM — nothing to install, nothing to staff, and no third-party chat vendor between you and your leads.