What should my first WhatsApp reply to a property enquiry say?

Thank them, confirm the unit is still available, and offer two viewing times. A specific time is easier to answer than an open question about when suits them.

Can I send new listings to buyers on WhatsApp?

Yes, to buyers who gave you their number and asked to hear about units. On the Business API, Meta counts a new-listing message as marketing, even when the buyer asked for it.

Should I ask clients for their NRIC on WhatsApp?

No. WhatsApp's Business Messaging Policy says not to ask for personal ID card numbers in a chat. Ask them to bring documents to a meeting instead.

Are these the same as WhatsApp Business API templates?

The 16 messages aren't. They're for sending from your own number, by hand or as quick replies. The four in the Business API section follow Meta's rules and still need Meta's approval.

How often should I follow up a buyer who's gone quiet?

Once, with an easy way to say no, like message 14. If they don't answer that, leave it.

Real estate WhatsApp message templates for agents (20)

Messages for buyers, tenants and landlords

Change the words until they sound like you, then save each one as a quick reply. Square brackets are the parts you fill in.

1. First reply to a listing enquiry

Hi [name], thanks for asking about [address / project]. It's still available. Would you like to view it this week? I can do [day, time] or [day, time].

2. Finding out what they need

Thanks [name]. So I send you the right units, which areas do you like, and when would you like to move in?

3. Viewing confirmed

Hi [name], your viewing of [address] is confirmed for [day, date] at [time]. I'll meet you at [the lobby / the unit]. Message me on this number if anything changes.

4. Reminder the day before

Hi [name], a reminder that we're viewing [address] tomorrow at [time]. Reply 1 to confirm, or tell me if you need a different time.

5. Running late to a viewing

Hi [name], a quick update: I'll reach [place] at [time], about [minutes] minutes later than we planned. Please wait at [meeting point].

6. After the viewing

Thanks for coming to see [address] today, [name]. What did you think? If it's not quite right, tell me what to change and I'll look for others.

7. Sending more units that fit

Hi [name], going by what you liked at [address], here are [number] more units to look at: [links]. Would you like to view any of them?

8. An update on an offer

Hi [name], an update on your offer for [address]: the [owner / landlord] has [accepted / asked for time until date / come back with a counter-offer]. Can we speak at [time]?

9. Documents for the next step

Hi [name], for the next step on [address], please bring [documents] to our meeting on [day]. Please don't send ID documents in this chat.

10. Weekly update to a landlord

Hi [name], a quick update on [address]: [number] viewings this week, and the feedback was [feedback]. Shall we keep things as they are for now, or talk it through?

11. Move-in details for a tenant

Hi [name], your move-in at [address] is on [date]. I'll hand over the keys at [time] at [place]. Please bring [items].

12. A repair a tenant reported

Hi [name], thanks for letting me know about [problem]. I've passed it to the landlord and I'll update you by [date].

13. Tenancy ending soon

Hi [name], your tenancy at [address] ends on [date]. Would you like to renew, or should I start looking for your next place?

14. A buyer who went quiet

Hi [name], I don't want to keep messaging if your plans have changed. Should I keep an eye out for [type of unit] for you, or leave it for now?

15. Asking for a referral

Hi [name], congratulations again on [the new place]. If anyone you know is looking to [buy / sell / rent], I'd be glad to help them too.

16. Checking in with a past client

Hi [name], it's been [time] since you moved into [address]. Hope the place is treating you well. If you ever have a question about [the area / your unit], just message me.

Business API versions, with the category Meta gives each

On the Business API, anything you send more than 24 hours after a client's last message has to be a template Meta has approved. These four follow Meta's rules on variables and categories.

Viewing confirmation (utility)

Hi {{1}}, your viewing of {{2}} is confirmed for {{3}}. Reply here if you need to change the time.

Viewing reminder (utility)

Hi {{1}}, a reminder about your viewing of {{2}} tomorrow at {{3}}. Reply 1 to confirm, or reply here to change it.

Key handover (utility)

Hi {{1}}, the keys for {{2}} will be handed over on {{3}} at {{4}}. Reply here with any questions.

A new listing they asked about (marketing)

Hi {{1}}, a new {{2}} has come up in {{3}} that matches what you told us you're looking for. Would you like the details?

The last one is marketing even though the client asked for it. Meta's categorisation guide gives "We found a {{car}} that meets your saved search" as a marketing example, and says such messages "are marketing even if requested by users". Viewing confirmations and key handovers are utility, because they're about something the client booked.

As of November 2026, Meta charges SGD 0.0937 for a marketing message to a Singapore number and SGD 0.0205 for a utility one. The template approval guide explains how Meta reviews them.

What clients want from an agent's WhatsApp

Buyers and tenants message several agents about the same unit. The one who answers clearly and quickly usually gets the viewing.

Answer listing enquiries the same day, before they ask another agent.
Put the address, date, time and meeting point in one viewing message they can find again.
Send three units that fit, not thirty. A long list tells them you didn't listen.
Keep offer updates neutral and factual, and move the conversation to a call before anyone decides.
Don't ask for NRIC numbers or photos of ID documents in a chat. WhatsApp's Business Messaging Policy says not to ask for "personal ID card numbers", and Meta's template review page extends that to documents that contain them.

Before you message someone who hasn't written to you

WhatsApp's Business Messaging Policy says you may only message people who gave you their number and opted in to hear from you. Singapore's Do Not Call rules, in Part 9 of the Personal Data Protection Act, add a step for any message that promotes a property or a service. You need either a recent check against the Do Not Call Register or the person's clear consent on record.

A reply to a buyer who asked about a listing is different. So is a viewing confirmation. The WhatsApp Business guide sets out both sets of rules.

One listing's enquiries, start to finish

Made-up example: Jason lists a three-room HDB flat.

Within a day he has nine enquiries, and each one gets message 1 with two viewing slots. Six people reply with a time.

Message 3 goes out to each of the six with the address and the meeting point, and message 4 follows the day before.

Five turn up. Each of them then gets message 6, and when two ask about similar units, Jason sends them message 7 with three listings each.

The three people who never replied to message 1 get nothing more, because he doesn't chase strangers.

When the enquiries outrun your phone

Templates help when you're at your phone. Listing enquiries arrive when you're on a viewing.

Palby AI Agent, which we make, answers listing questions on the WhatsApp number you already use, in your words, from the notes you give it. It books the good ones and hands the hot ones to you. Quiet hours run from 11pm to 9am unless you change them. It links your number as a device through a third-party service called Green API, not the Business API, so it doesn't send Meta's templates. See the AI agent for real estate.

30 minutes. You choose the day and the time.

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Real estate WhatsApp message templates for agents who answer first