> ## Documentation Index
> Fetch the complete documentation index at: https://docs.propilotapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Messages

> A unified inbox for every listing-agent conversation across email, SMS, and calls, with one merged timeline and manual activity logging.

Messages is the central inbox for every conversation with listing agents. Find it by clicking
**Messages** in the sidebar. Each conversation keeps its property context, and you can open the
same chat from a property card in the [Deal Pipeline](/features/deal-pipeline) or Deal Hub - it
is the same thread either way.

<Info>
  **Key things to know**

  * Each conversation has **Email**, **SMS**, **Calls**, and **Full Convo** tabs.
  * Use **New call** to search contacts or dial a number directly from Messages.
    * **Full Convo** merges every channel into one timeline; use **Log activity** to record off-platform touches.
    * SMS supports one attachment per message (image or voice note, 5 MB max).
    * If several contacts share one brokerage phone number, Messages shows a **Shared number** pill and labels shared SMS history with the contact and property context.
    * Sending outside operating hours schedules the message for the next open window.
</Info>

<Note>
  **Related settings:** Phone Number lives in
  [Basic Setup > Phone Number](/settings/basic-setup/phone-number), and Email Setup lives in
  [Basic Setup > Email Setup](/settings/basic-setup/email-setup).
  Templates, signatures, forwarding, proof of funds, operating hours, and limits live in
  [Advanced Settings > Communication](/settings/advanced-settings/communication).
</Note>

## What each channel covers

| Channel        | What it covers                                                                                | Where it sends from                                                                               |
| -------------- | --------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------- |
| **Email**      | Outbound and inbound email with subject, Cc/Bcc, signature, and attachments                   | Your ProPilot sender address or your branded subdomain (see [Email Setup](/features/email-setup)) |
| **SMS**        | Text messages, one optional image or voice-note attachment, scheduled sends                   | Your organization's phone number (see [Phone Number](/features/phone-number))                     |
| **Calls**      | Browser calls, call history, recordings, voicemails, and AI summaries                         | Your organization's phone number                                                                  |
| **Full Convo** | Every channel above plus scheduled SMS and manual offline logs, in one chronological timeline | Read-only view plus the **Log activity** composer                                                 |

## Finding the right conversation

* Switch between the **Active** and **Archived** tabs at the top of the list; each shows a count.
  Archived threads belong to closed deals and stay readable.
* Use the search box to find a conversation by contact or property.
* Use the **Status** filter to narrow the list. You can select several statuses at once:

| Status                 | When a conversation shows it                                                |
| ---------------------- | --------------------------------------------------------------------------- |
| **Need Reply**         | The agent's latest message has not been answered yet                        |
| **Scheduled SMS**      | A text is queued and waiting for its scheduled send time                    |
| **Recently Contacted** | You reached out recently and the follow-up is not due yet                   |
| **Awaiting Follow Up** | The follow-up window has passed and the conversation is overdue for a touch |

Each conversation row also has quick actions: mark a thread **as replied** when no reply is
actually needed, or mark it **as unread** to come back to it later.

## In this section

<CardGroup cols={2}>
  <Card title="Inbox & Channels" icon="inbox" href="/features/messages/inbox-channels">
    Browse conversations, filter by status, and understand Email, SMS, Calls, and Full Convo.
  </Card>

  <Card title="Full Convo & Manual Logs" icon="timeline" href="/features/messages/full-convo-logging">
    Merge all channels into one timeline and log off-platform activity.
  </Card>

  <Card title="SMS Attachments" icon="paperclip" href="/features/messages/sms-attachments">
    Send image or audio attachments, paste images, and understand MMS limits.
  </Card>

  <Card title="Calls" icon="phone" href="/features/messages/calls">
    Place browser calls from a thread or with New call, record where allowed, transfer, add your cell, and merge calls.
  </Card>
</CardGroup>

## Common questions

<AccordionGroup>
  <Accordion title="Why is my message scheduled instead of sent?">
    If you send outside operating hours, the message is held and scheduled for the next open
    window. The same happens if you hit your hourly outreach limit - the SMS is scheduled for
    the next hour automatically. See [Operating Hours](/features/operating-hours).
  </Accordion>

  <Accordion title="Why does a thread show messages about a different property?">
    Many brokerages use one office phone number for several agents. When the selected contact
    shares a number with others, ProPilot shows a **Shared number** pill in the header and keeps
    the shared SMS history visible, with context pills like **To Jason T Gray - 227 Ottawa Ave**
    on each bubble so you always know who each message was for.
  </Accordion>

  <Accordion title="What does the +2 more addresses button next to the email mean?">
    Email threads often involve people besides your contact, such as an assistant or a second
    agent. Next to the contact's address, the conversation header shows a button like
    **+2 more addresses**. Click it to see every other address that appears on the thread, and
    click any address in the list to copy it.
  </Accordion>

  <Accordion title="Why does an email card say Sent by someone else?">
    The email arrived from a different address than the one saved on the contact, usually an
    assistant, a colleague, or a forwarded message. The pill names the address that actually
    sent it, so a reply written by someone else is not mistaken for the contact's own answer.
  </Accordion>

  <Accordion title="Why isn't an email I received showing up in Messages?">
    With a connected Google account, ProPilot imports only replies to conversations your team
    started from ProPilot and messages from contacts already saved in your organization.
    Anything else in the mailbox is left alone. If someone new should appear here, save them as
    a contact with the exact address they write from - see
    [Managing and deleting email imported from Gmail](/integrations/gmail).
  </Accordion>

  <Accordion title="Can I log a call or meeting that happened off-platform?">
    Yes - open **Full Convo**, click **Log activity**, choose the type (Meeting, Call, SMS,
    Email, or Other), set the time, add notes, and click **Save Log**. You can backdate the
    entry and edit it later with the pencil button.
  </Accordion>

  <Accordion title="Why don't SMS and email show together in the SMS tab?">
    The channel tabs filter by channel; only **Full Convo** merges every channel into one
    timeline.
  </Accordion>

  <Accordion title="What happens when an agent texts STOP?">
    The phone number is opted out across the platform. ProPilot stops sending SMS to that
    number, even from other conversations that use it.
  </Accordion>

  <Accordion title="Where do conversations come from?">
    Start messaging a contact from a property card in the Deal Pipeline or Deal Hub, send a
    bulk message, enroll a property in a sequence, or place a call with **New call** - the
    thread appears here either way. See [Bulk Messaging](/features/bulk-messaging) and
    [Sequences](/features/sequences).
  </Accordion>

  <Accordion title="Why am I seeing a Manage Your Plan popup when I try to send?">
    Your plan's messaging usage is used up. The **Manage Your Plan** window explains that no
    usage is available and offers an upgrade. Sending resumes once usage is available again.
  </Accordion>
</AccordionGroup>

## Limitations

* Voice calls require a stable connection and microphone permission.
* One attachment per SMS, 5 MB max, voice notes up to 60 seconds.
* Call recording is unavailable when the property is in a stricter-consent state.
* Plan usage caps apply to SMS and email; when usage runs out, sending pauses until you upgrade
  or usage resets.
* For Quo-connected organizations, attachments and calls are handled in Quo - see
  [Quo Integration](/integrations/quo).