WhatsApp chatbots for estate agents: what to automate and what to keep human

Which WhatsApp questions a chatbot can answer for your agency, when to hand over to an agent, and how to set it up so buyers and sellers feel looked after.

Many buyers, tenants and sellers would rather send a WhatsApp than fill in a form or phone the office. A chatbot can answer the first message straight away, even after hours, but it works best when you're clear about what it handles and when a person takes over.

Good things to automate

These questions come up again and again, and a chatbot can answer them well:

• Is this property still available?
• What are the key details, such as price, bedrooms and parking?
• When can I view it, and can I book a time?
• What are your office hours and where are you?
• Can someone value my property?

Moments to hand over to an agent

Some conversations need a person. Set the chatbot to pass these to the right agent, with the conversation so far, so the client never has to repeat themselves:

• Offers, negotiations and anything about price flexibility
• Questions about a sale agreement, lease or transfer
• Complaints or a client who is unhappy
• Anything sensitive, such as financial or personal circumstances
• Any time the client asks to speak to someone

Set expectations from the first message

Be upfront that the first replies come from your agency's assistant, and say when an agent will follow up. A friendly, honest opening builds trust and keeps the conversation going.

Respect privacy and consent

Only message people who have contacted you or agreed to hear from you, follow WhatsApp's business messaging rules, and handle personal information in line with POPIA. Our guide to POPIA for estate agency websites and WhatsApp covers the basics.

Check how it's going

1. 1Read a sample of conversations each week.
2. 2Note questions the chatbot couldn't answer and add them.
3. 3Check that handovers reach the right agent and are answered promptly.

Our WhatsApp AI chatbot starts from R2 450 a month per office. We set it up around your listings and your team, with a smooth handover to the right agent.