📋Best Practices for Using WhatsApp Business with Property Clients

This guide will help you set up professional message templates and maintain effective client communications through WhatsApp Business.

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.

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}}"

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:

🦸Setting Up Your WhatsApp Business Profile

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.

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}}"

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.

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}}"

4. Market Updates & Regular Communication 📈

Weekly Update

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

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}}"

Market Insight 📊

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

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}}"

Price Discussion 💰

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

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}}"

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.

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}}"

6. Sale Progression 🎉

Offer Acceptance

Use this to confirm when an offer has been accepted.

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}}"

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 [e-mail] 📧