Buyer chat

Buyer chat is a public, unauthenticated chat page attached to a listing. You share the link; prospects ask questions; the assistant answers from the documents you uploaded and escalates anything it should not answer. It is the closest thing in the product to an employee, so it is worth understanding precisely.

How it works

1. You upload the offering memo and supporting documents.
2. You enable buyer chat on the listing and share the link.
3. A prospect asks a question. The assistant answers from the listing record and the documents, and cites the source it used.
4. If the question falls into a category you have flagged, it does not answer. It tells the buyer you will follow up, captures their contact details, and escalates to you.
5. The conversation and the escalation land in your Buyer Chats inbox, where you can reply directly into the same thread.

What gets escalated

Escalation categories are on by default and you can turn individual ones off. The defaults cover the questions a broker should answer personally:

• Offers and negotiation: anything about submitting or structuring an offer
• Legal and due diligence
• Direct broker contact: the buyer asks to speak with you
• Tours and showings
• Financial metrics not on the listing
• Commissions and fees
• Financing
• Concessions and tenant improvements: TI, free rent, abatement
• Seller motivation and pricing strategy
• Comparables and value opinions

You can also add your own keywords, and you can decide whether a question the assistant simply cannot answer should escalate to you or be politely declined. Most brokers should leave that on.

The guardrails

These are fixed and not configurable:

• It answers from the listing record and its attached documents. It does not speculate, and it does not invent numbers.
• It never negotiates, never opines on value, and never speaks to your seller’s motivation.
• It only sees documents attached to that listing. Your broader document library, other listings, your contacts, and your deals are not reachable from a buyer session.
• Sessions are scoped and rate limited, so the page cannot be used as a general-purpose chatbot.

Scheduling

If you enable it, buyers can request a showing from the chat. That arrives as a request you approve or reschedule, rather than writing to your calendar directly. Scheduling is only offered while the listing is Active or Under LOI.

The inbox

Every conversation is stored. The Buyer Chats list shows which threads the assistant handled on its own and which escalated, with filters for both, so you can see the volume it absorbed as well as the questions that needed you. Escalations can be resolved and keep a resolved history.

Getting good results

• Upload the OM and the supporting documents. The assistant is only as good as what it can read.
• Keep the listing record complete: price, size, zoning, parking, amenities. Those answer the most common questions without touching a document.
• Do not attach anything to the listing you would not hand to a stranger. Confidential material belongs in your document library, which buyer chat cannot reach.
• Read the first week of transcripts. They will tell you what your marketing material is missing.

Usage

Buyer chat conversations do not draw down your monthly AI message allowance.