# Best Practices for Using WhatsApp Business with Property Clients

### Setting Up Message Templates in WhatsApp Business

#### For Web Users (web.whatsapp.com) 💻

Quick replies help you respond faster and maintain consistency in your communications!

1. **Access Quick Replies**
   * Open WhatsApp Web
   * Click the three dots menu (⋮)
   * Select "Business tools"
   * Choose "Quick replies"
2. **Create New Templates**
   * Click the "+" icon
   * Enter a message shortcut (e.g., /viewing)
   * Type your message template *(or paste from the library below!)*
   * Click "Save"

#### For Mobile Users 📱

Access templates on the go with these simple steps:

1. **Access Quick Replies**
   * Open WhatsApp Business
   * Tap Settings
   * Select "Business Tools"
   * Tap "Quick Replies"
2. **Create New Templates**
   * Tap the "+" button
   * Enter your shortcut
   * Type your message
   * Tap "Save"

### Essential Message Templates Library

#### 1. Initial Contact & Consent ✅

**Obtain Written Consent:** When listing the property, confirm with the seller/landlord that they are happy to receive WhatsApp updates. This can be done via email or a WhatsApp opt-in message.

{% code overflow="wrap" %}

```
CopyShortcut: /consent
Template: "Hi {{name}}, thank you for choosing [Agency Name]. To ensure quick and efficient communication, we can provide updates via WhatsApp regarding viewings and feedback. Please reply ‘YES’ if you’re happy to receive messages from us this way.

Best regards,
{{agent_name}}"
```

{% endcode %}

**Save Contact Information:** Ensure the seller/landlord’s details are stored in your CRM and in your business contacts.

**Create a Dedicated Chat:** Initiate a chat using your WhatsApp Business account. Use their name and property address in the contact name for clarity.

**Set WhatsApp Business Profile & Auto-Reply:** Ensure your WhatsApp Business profile has professional branding, an away message for out-of-hours enquiries, and a greeting message when a new chat starts. Here's more on how to do that:

{% content-ref url="/spaces/DhKsMHvtrroLslryu0DA/pages/6trWCSQ9p2xLbjgSCAhs" %}
[Setting Up Your WhatsApp Business Profile](/salesrook-negotiator/how-to-get-started/setup-the-whatsapp-business-app/setting-up-your-whatsapp-business-profile.md)
{% endcontent-ref %}

#### 2. Viewing Arrangements 🏠

**Booking Confirmation**

Use this when you've successfully scheduled a viewing to keep sellers informed.

```
CopyShortcut: /vbook
Template: "Hi {{name}},

A viewing has been arranged at {{property_address}} for {{date}} at {{time}}.

Access arrangements: {{access_details}}

I'll update you with feedback afterward.

Best regards,
{{agent_name}}"
```

**Viewing Reminder ⏰**

Send this on the morning of viewings to ensure smooth access arrangements.

```
CopyShortcut: /vrem
Template: "Hi {{name}},

Just a reminder of today's viewing at {{time}} for {{property_address}}.

I'll provide feedback following the appointment.

Best regards,
{{agent_name}}"
```

**Access Arrangements 🔑**

Use this to confirm specific access details before a viewing.

```
CopyShortcut: /access
Template: "Hi {{name}},

For tomorrow's viewing at {{property_address}}, could you confirm:
- Will you be present? 
- If not, shall we use the office key?
- Any specific access instructions?

Best regards,
{{agent_name}}"
```

#### 3. Viewing Feedback 📝

**Initial Update**

Quick acknowledgment after a viewing to keep sellers in the loop.

{% code overflow="wrap" %}

```
CopyShortcut: /vfeed1
Template: "Hi {{name}},

The viewing at {{property_address}} is complete. The applicant is considering their options, and I'll share detailed feedback once received.

Best regards,
{{agent_name}}"
```

{% endcode %}

**Detailed Feedback 📊**

Use this comprehensive template once you've gathered proper feedback from viewers.

```
CopyShortcut: /vfeed2
Template: "Hi {{name}},

Following today's viewing at {{property_address}}, here's the detailed feedback:

- Interest Level: {{interest_level}}
- Positive Points: {{positives}}
- Considerations: {{considerations}}
- Next Steps: {{next_steps}}

Would you like to discuss any aspects of this feedback?

Best regards,
{{agent_name}}"
```

**Low Interest Feedback 📉**

Use this template when you need to discuss potential improvements based on viewer feedback.

{% code overflow="wrap" %}

```
CopyShortcut: /vfeed3
Template: "Hi {{name}},

Following recent viewings at {{property_address}}, we're seeing consistent feedback about {{issue}}. 

Would you like to discuss some potential adjustments that could help attract more interest? I have some specific suggestions that have worked well for similar properties.

Best regards,
{{agent_name}}"
```

{% endcode %}

#### 4. Market Updates & Regular Communication 📈

**Weekly Update**

Keep your clients informed even when there's no viewing activity.

{% code overflow="wrap" %}

```
CopyShortcut: /wupdate
Template: "Hi {{name}},

Weekly update for {{property_address}}:

- New Enquiries: {{enquiry_count}}
- Marketing Activity: {{marketing_details}}
- Market Changes: {{market_updates}}

Please let me know if you'd like to discuss any adjustments to our marketing strategy.

Best regards,
{{agent_name}}"
```

{% endcode %}

**Market Insight 📊**

Use this when market changes might affect your client's property.

{% code overflow="wrap" %}

```
CopyShortcut: /market
Template: "Hi {{name}},

I wanted to share some market insights relevant to {{property_address}}:

Properties similar to yours are seeing {{market_trend}}. This could mean {{implications}}.

Would you like to schedule a quick call to discuss how we might adjust our strategy?

Best regards,
{{agent_name}}"
```

{% endcode %}

**Price Discussion 💰**

For when market conditions suggest a price adjustment might be beneficial.

{% code overflow="wrap" %}

```
CopyShortcut: /price
Template: "Hi {{name}},

Based on recent market activity and viewer feedback, properties similar to yours are seeing more interest at around {{suggested_price}}. 

Would you like to discuss adjusting our asking price to attract more qualified buyers?

Best regards,
{{agent_name}}"
```

{% endcode %}

#### 5. Offer Management 📋

**New Offer Notification**

Use this template to quickly inform sellers of new offers while maintaining professionalism.

```
CopyShortcut: /offer1
Template: "Hi {{name}},

We've received an offer on {{property_address}}:

- Offer Amount: {{amount}}
- Buyer Position: {{buyer_position}}
- Key Details: {{details}}

Would you like to discuss this? I'm available for a call at your convenience.

Best regards,
{{agent_name}}"
```

**Offer Update**

Perfect for keeping sellers informed during negotiations.

```
CopyShortcut: /offer2
Template: "Hi {{name}},

Update regarding the offer on {{property_address}}:

- Current Offer: {{amount}}
- Buyer's Comments: {{comments}}
- Suggested Response: {{suggestion}}

Please let me know when you're free to discuss.

Best regards,
{{agent_name}}"
```

**Pending Offer Status ⏳**

Use this to keep clients updated during the consideration period.

{% code overflow="wrap" %}

```
CopyShortcut: /pending
Template: "Hi {{name}},

Quick update on the offer for {{property_address}}:

The buyers are currently {{status_update}}. I'll keep you informed of any developments.

Best regards,
{{agent_name}}"
```

{% endcode %}

#### 6. Sale Progression 🎉

**Offer Acceptance**

Use this to confirm when an offer has been accepted.

{% code overflow="wrap" %}

```
CopyShortcut: /accepted
Template: "Hi {{name}},

Congratulations! 🎉

The offer of {{amount}} on {{property_address}} has been accepted. I'll send the formal paperwork shortly.

Next steps:
- Solicitor details needed
- Sales memorandum to be prepared
- Anti-money laundering checks

I'll be in touch soon with more details.

Best regards,
{{agent_name}}"
```

{% endcode %}

**Chain Update**

Keep clients informed about their property chain status.

```
CopyShortcut: /chain
Template: "Hi {{name}},

Quick update on your property chain:

- Your Sale: {{status}}
- Your Purchase: {{purchase_status}}
- Key Actions: {{actions_needed}}

I'll keep you updated with any changes.

Best regards,
{{agent_name}}"
```

**Milestone Achievement 🏆**

Celebrate progress in the sale process.

```
CopyShortcut: /milestone
Template: "Hi {{name}},

Great news! We've reached a key milestone:
{{milestone_details}}

Next steps:
{{next_steps}}

Keep up the momentum! 

Best regards,
{{agent_name}}"
```

#### 7. Property Marketing Updates 📸

**New Marketing Material**

Use when you've added new marketing content.

```
CopyShortcut: /marketing
Template: "Hi {{name}},

We've just updated the marketing for {{property_address}}:

- New {{content_type}} added
- Featured on {{platform}}
- Current viewing interest: {{interest_level}}

Would you like to review the new content?

Best regards,
{{agent_name}}"
```

**Engagement Statistics 📊**

Share performance metrics with your client.

```
CopyShortcut: /stats
Template: "Hi {{name}},

Your property marketing stats this week:

- Portal Views: {{views}}
- Saved/Favorited: {{saves}}
- Enquiries: {{enquiries}}
- Viewing Requests: {{requests}}

Would you like to discuss any aspects of our marketing strategy?

Best regards,
{{agent_name}}"
```

### Best Practices for Professional Communication 💡

#### Message Structure & Timing ⏰

* Start with a professional greeting and end with a sign-off
* Respond within business hours (ideally within 1 hour)
* Send viewing confirmations 24 hours in advance
* Follow up viewings within 2 hours
* Reserve sensitive or complex discussions for phone/email

#### Template Management 📝

* Personalize templates for each client
* Review and update templates monthly
* Test new templates before widespread use
* Keep shortcuts consistent (e.g., /vbook, /offer1)
* Delete outdated templates regularly

#### Professional Standards ✅

Do:

* Maintain clear, concise communication
* Document important conversations in your CRM
* Use proper grammar and punctuation
* Keep tone positive but realistic

Don't:

* Share sensitive personal data via WhatsApp
* Use excessive emojis or informal language
* Send messages at unsociable hours
* Share unconfirmed information

#### Communication Types 🔄

* **Property Updates:** Weekly updates, market insights
* **Viewings:** Confirmation, reminder, feedback
* **Offers:** Quick acknowledgment, detailed follow-up
* **Milestones:** Celebrate progress, outline next steps

Remember: While these templates save time, always add a personal touch to build genuine client relationships! 🎯

Need help? Contact our support team at <support@salesrook.com> 📧


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