> ## 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.

# Communication

> Manage message templates, the AI voicemail greeting, email signature and forwarding, proof of funds, operating hours, and SMS limits.

Communication controls shared outbound behavior across SMS, email, calls, and automation.
Open **Settings > Advanced Settings > Communication**, then pick a section from the rail:
Templates, Voicemail, Email Forwarding, Email Signature, Proof of Funds, Operating Hours, or
Limits. Anything you change here applies to the whole team - Messages, Bulk Messaging, and
Sequences all pull from these settings.

<Info>
  **Key things to know**

  * Templates power one-off messages, bulk sends, and sequences - keep a template for both **New Conversation** and **Existing Conversation** contexts.
  * The voicemail greeting is read aloud by an AI voice (male or female) - use **Play preview** to hear it before saving.
  * **Operating Hours** and **Limits** are platform-managed and read-only; outbound messages outside the window are offered a delayed send instead.
  * Only admins can edit these settings; members see the current values.
</Info>

## Section-by-section reference

| Section              | What it controls                                                                        | Editable?    |
| -------------------- | --------------------------------------------------------------------------------------- | ------------ |
| **Templates**        | Reusable SMS and email messages with merge fields                                       | Yes (admins) |
| **Voicemail**        | The greeting played when incoming calls aren't answered, and the AI voice that reads it | Yes (admins) |
| **Email Forwarding** | Mirror copies of inbound and outbound emails to a real mailbox                          | Yes (admins) |
| **Email Signature**  | Signature text and image appended to outbound emails                                    | Yes (admins) |
| **Proof of Funds**   | The document teammates can attach to emails with one click                              | Yes (admins) |
| **Operating Hours**  | The platform sending window, shown in your org timezone                                 | Read-only    |
| **Limits**           | Daily SMS limit, hourly SMS limit, and cooldown duration                                | Read-only    |

## Templates

Templates are reusable SMS and email messages. Click **New Template** to create one, choosing:

* **Message type** - SMS or Email (email templates have a preview).
* **Conversation Context** - **New Conversation** templates only show when there is no prior
  thread with the contact; **Existing Conversation** templates show once a thread exists.
* **Body** with merge fields such as {"{{agent_name}}"}, {"{{property_address}}"},
  {"{{offer_price}}"}, and more - placeholders are replaced with real values when the message is
  sent.

You can mark a template as the default for its message type and context so it is pre-selected
when composing. Templates can be browsed in grid or list view. See
[Message Templates](/features/message-templates) for writing tips, and review your templates
after changing Buyer Identity, Deal Terms, or your sender domain.

## Voicemail

The voicemail greeting plays when an incoming call isn't answered (or when you send a call to
voicemail), and it is read aloud by an AI voice:

* Pick the voice (male or female) and click **Play preview** to hear the current script.
* Edit the **Voicemail message** text, or click **Reset to default** to restore the standard
  script. Insert buttons add your company name and your ProPilot phone number into the script.
* Keep it short - callers hear it before the beep. Click **Save voicemail** to apply.

## Email Forwarding

What this section shows depends on how your organization sends email.

**With a Gmail account connected**, your emails send directly from your Gmail account, so
mirror copies are not needed - Gmail already keeps every sent email in its own Sent folder,
and replies arrive in your Gmail inbox. The section instead offers:

* **Default CC** (visible to recipients) - addresses added as CC on every outbound email.
* **Default BCC** (hidden copies) - addresses added as a hidden copy on every outbound email.
  Use this to keep a copy in another mailbox. Copies are read-only: replying from that mailbox
  goes to your Gmail address, not to the person you emailed, and does not route through
  ProPilot.
* **Propilot server options (mirror & routing)** - the mirror settings described below,
  collapsed. They still apply to emails that send through ProPilot's server, for example
  replies to older email threads that didn't go through Gmail.

**Without Gmail connected**, Email Forwarding mirrors copies of ProPilot emails to a real
mailbox such as Gmail or Outlook, while ProPilot remains the system of record:

* Enter one or more **Mailbox addresses** (comma-separated). You cannot use your ProPilot sender
  subdomain here - it must be a real external mailbox.
* Toggle **Inbound emails** and **Outbound emails** independently to choose which direction gets
  copied.
* Each copy carries a special reply address so that replying from your mailbox routes back
  through ProPilot and keeps the conversation thread in sync. Use **Reply**, not **Reply All** -
  Reply All can send a duplicate without reaching the recipient through your branded sender.

## Email Signature

Set the signature text appended to outbound emails, and optionally upload a signature image that
is added in HTML emails. The sender address and domain themselves are configured in
[Email Setup](/features/email-setup).

## Proof of Funds

Upload your organization's proof of funds document (PDF or image) so teammates can attach it to
emails with one click using **Attach POF**. Keep the file under 1MB so attachments don't fail.
The section shows the current file with **Download** and **Remove** actions; only admins can
upload or remove it.

## Operating Hours

A read-only view of the platform-managed sending window, displayed per weekday
(Monday-Sunday) in your organization's timezone. Outbound SMS and automated outreach send during
these hours; if you try to send outside them, you are prompted to **delay-send** so the message
goes out when the window opens. A **Change org timezone** link jumps to
[Organization > Timezone](/settings/advanced-settings/organization). See
[Operating Hours](/features/operating-hours) for the day-to-day behavior.

## Limits

A read-only view of the SMS compliance limits enforced for your organization: the **Daily SMS
limit**, **Hourly SMS limit**, and **Cooldown duration**. These are enforced server-side; when a
limit is reached, further SMS sends are blocked until the window resets.

## Used by

* [Messages](/features/messages)
* [Message Templates](/features/message-templates)
* [Bulk Messaging](/features/bulk-messaging)
* [Operating Hours](/features/operating-hours)
* [Sequences](/features/sequences)
* [Email Setup](/features/email-setup)

## Common questions

<AccordionGroup>
  <Accordion title="Where do I create templates?">
    Open **Settings > Advanced Settings > Communication > Templates** and click **New Template**.
    Choose SMS or Email, pick the conversation context, and write the body with merge fields like
    {"{{agent_name}}"}.
  </Accordion>

  <Accordion title="Why doesn't my template show when composing a message?">
    Check its **Conversation Context**. New Conversation templates only appear when there is no
    prior thread with that contact; Existing Conversation templates only appear once a thread
    exists.
  </Accordion>

  <Accordion title="Can I change the voicemail voice?">
    Yes - admins pick between the male and female AI voice in the Voicemail section and can
    preview the result with **Play preview** before saving.
  </Accordion>

  <Accordion title="Why was my forwarding address rejected?">
    Forwarding must point to a real external mailbox (for example Gmail or Outlook). Addresses on
    your ProPilot sender subdomain are blocked because they would create a mail loop.
  </Accordion>

  <Accordion title="Why can't I send more SMS right now?">
    You may have hit the daily or hourly SMS limit shown in the **Limits** section, or you may be
    outside [Operating Hours](/features/operating-hours). Limits are platform-enforced and reset
    on their own schedule; outside operating hours you can schedule a delayed send instead.
  </Accordion>

  <Accordion title="Who can edit Communication settings?">
    Admins and the owner. Members can see the current values (and everyone can use templates when
    composing), but editing voicemail, forwarding, signature, templates, and proof of funds
    requires the admin role.
  </Accordion>
</AccordionGroup>