Property enquiry workflow
Manage Property Enquiries Across WhatsApp and Instagram
Instagram is often where a property is discovered; WhatsApp is often where questions become a live conversation. The handoff should not erase who asked what or what the agent promised next.
- Publication date
- Published
- Reading time
- 2 min read
- Author
- Linkrium Editorial Team
On this page5 sections
One lead, two channels#
An Instagram user might reply to a listing, ask for the price in direct messages and then move to WhatsApp for a viewing. Treating the two threads as unrelated makes the agent reconstruct context manually. Treating every similar name as the same person creates a different risk: combining unrelated clients.
Linkrium's person-based model uses the identifiers available from connected providers. The safe workflow is to review the match, keep every message's source visible and leave uncertain identities separate until they can be verified.
A practical enquiry flow#
- Respond to the initial supported Instagram message without claiming availability that has not been checked.
- When the prospect chooses WhatsApp, associate the verified phone number with the same contact.
- Confirm that both histories remain visibly labelled by provider.
- Create a task from the exact message that contains the next commitment.
- Add a viewing or follow-up date and verify it in the calendar.
- Close the loop in the originating channel and confirm delivery there.
What to record as an action#
Create an action when the conversation contains a concrete commitment: send the brochure, confirm owner availability, arrange a viewing or follow up after a chosen date. Do not turn every greeting and reaction into a task. The point is a small, trustworthy queue of work rather than a second unread count.
| Message | Useful next state |
|---|---|
| “Is this still available?” | Reply after verifying availability |
| “Can we visit Saturday?” | Dated viewing reminder |
| “Send the floor plan” | Message-linked task |
| “I will check with my bank” | Waiting state with a review date |
| Emoji or acknowledgement | No action unless context says otherwise |
Provider and privacy boundaries#
History depth, attachments, group messages, calls, disappearing content, account eligibility and reply behavior can vary. Instagram connection requirements deserve particular review before using a client account. Read the supported network matrix and message security explanation, then test with non-sensitive conversations.
Linkrium does not scrape public comments, import property portals or replace consent rules for business messaging. Use only accounts you control and communicate with people who reasonably expect the reply.
Measure the outcome#
For a one-week trial, record how many property enquiries reached a dated next action and how many required returning to a native app. The useful measure is not the number of messages collected; it is the proportion of real enquiries with an owner, source and next step.