Speed to lead is the single biggest lever estate agencies have over a Rightmove enquiry, and WhatsApp is the fastest channel available to pull it. Stitch, the WhatsApp business communication platform, works with estate agencies to route portal enquiries out of the inbox and into WhatsApp within seconds of a lead arriving, rather than hours later once someone finds time to call. This guide walks through exactly how that setup works, step by step, from parsing the portal email through to negotiator handover, based on how Stitch configures this for agencies live on the platform.
A customer submitting an enquiry on Rightmove or Zoopla is typically also enquiring on two or three competing properties at the same time, so the agency that replies first often wins the viewing. Around 90% of people are expected to respond to a WhatsApp message within a short time frame, which is a materially different engagement pattern than email or voicemail. WhatsApp messages also carry a 98% open and read rate, and portal leads contacted via WhatsApp are typically engaged within five minutes. Automated portal lead responses achieve an engagement rate of approximately 80-85%, and one Stitch customer's experience puts this closer to 80% engagement historically once instant automated replies were switched on. With that context in mind, here's how to build the workflow that captures that speed advantage.
Before setting up portal-to-WhatsApp automation, confirm you have:
The foundation of portal automation is a dedicated email address per branch that portals forward enquiries to. Rightmove, Zoopla, and On The Market each require their own unique email address so the platform can distinguish which portal a lead came from and apply the correct response logic.
a. Create one branch email address per office or department. If you run separate Sales and Lettings operations, each needs its own address and, if you're on Reapit, its own branch ID.
b. Register these addresses with each portal's lead notification settings. Once a portal is configured to send new enquiries to this address, Stitch's email parser picks up the incoming lead automatically.
c. Confirm the parser is capturing the fields you need. The email parser extracts the enquirer's name, phone number, and the property reference, which forms the basis of the WhatsApp message the system sends next.
This is described as the highest-impact, lowest-friction step in the whole workflow: it is off-the-shelf and free within the existing platform once portals are sending emails to a unique branch address.
Once the parser is live and pulling leads in, the next step is deciding what the automated first message actually says.
Meta requires an approved template to start or restart a WhatsApp conversation with a customer, so your first response to a portal lead needs to be a pre-approved template message rather than free text. There are three broad automation strategies to choose from, and the right one depends on whether you're handling a sales or lettings enquiry.
a. Acknowledge Only — a simple confirmation that the enquiry has been received. This is the fastest to set up and works well as a baseline before adding complexity.
b. Acknowledge and Ask Questions — the automated message both confirms receipt and asks a qualifying follow-up question, such as preferred viewing times or budget range.
c. Send a Form — the response directs the lead to a pre-qualification form, which works particularly well for lettings enquiries where a no-reply WhatsApp number can be used to reduce inbound noise.
Templates support more than plain text: you can include images, videos, PDFs, and quick reply buttons, and a viewing confirmation template with quick replies such as "Yes, I'll be there" or "Sorry, can't make it" is a common example. Reply rates for templates with quick reply buttons are significantly higher than free-text messages, so building buttons into your first-response template is worth the extra setup time.
d. Submit your template for Meta approval before going live. Approval usually takes around 10 minutes, though it can occasionally take longer; if approval hasn't come through within a few hours, the recommended fix is to delete the template and resubmit rather than wait.
With a template approved and the automation strategy chosen, the next question is what happens once the customer actually replies.
Once a customer replies to your automated template, WhatsApp opens what's known as the 24-hour conversation window. Inside this window, the conversation is customer-initiated in Meta's eyes, which means you can send free-form, rich-media messages at no additional cost, and the window resets every time the customer replies, allowing ongoing back-and-forth without extra charges.
Outside the 24-hour window, you're restricted to pre-approved templates, and each one carries a small per-message cost. Utility templates cost approximately £0.017 per message, while marketing templates cost around £0.035 per message. Typical monthly Meta fees per branch, across both template types and usage volume, tend to fall between £5 and £15.
a. Design your first message to invite a reply, since getting the customer to respond opens the free, unrestricted window and is the single biggest determinant of conversation cost.
b. Use quick reply buttons wherever possible, since a tap counts as a reply and reopens the window just as effectively as a typed response, while also lifting engagement.
c. Keep an eye on your daily send volume. Outbound WhatsApp messaging is capped at 1,000 messages per day per WhatsApp Business account, so high-volume branches need to plan bulk sends accordingly.
Getting the first exchange right is only half the job; the other half is making sure the right negotiator picks the conversation up once the lead has responded.
Once a lead has replied and the conversation is live, it needs to land in front of the right person without manual triage. Chats auto-assign to whichever user starts or responds to them, but they can be reassigned manually at any point, which matters when a junior team member picks up an enquiry that needs a senior negotiator.
a. Create teams by function. Teams can be structured around applicants, valuations, sales progression, or property management, and users assigned to a given team only see chats relevant to that team, so lettings staff won't see sales conversations and vice versa.
b. Use a bot to route incoming chats by menu option. A simple "Press 1 for sales, press 2 for lettings" style bot can route the conversation to the correct team automatically before a human ever sees it.
c. Assign initial contact to the whole team, then hand off to one owner. A common pattern is for the first response to a new enquiry to be visible to the whole team, with the conversation then assigned to a single negotiator once qualification is underway, so ownership is clear as the lead progresses.
d. Set per-user notification preferences. Notifications for new or unassigned chats can be customised per user across email, browser, and mobile alerts, and these are personal settings rather than global ones, so each negotiator can tune how urgently they're pinged.
e. Keep conversation history intact for compliance. Chat deletion is restricted to admins to preserve an audit trail, and conversations remain logged for GDPR purposes.
Once leads are flowing and being handed off correctly, it's worth connecting this whole workflow back into your CRM so nothing falls outside your existing records.
If you're running on Reapit, WhatsApp messaging can be embedded directly into applicant, vendor, landlord, and tenant records, letting a negotiator click an icon next to a phone number to open WhatsApp without leaving the CRM. Messages and replies sent this way are logged automatically in the activity feed of the associated CRM record. Only one negotiator ID is needed per branch to post messages on behalf of that branch, which keeps setup simple even for larger offices.
a. Link each inbox to its CRM branch ID. Sales and Lettings inboxes are typically set up separately, each tied to a unique branch ID.
b. Use the Chrome extension for web-based CRMs. The desktop app, mobile app, and a Chrome extension are all supported, though the extension is more useful for web-based systems than for CRMs like Reapit that have native integration.
c. Note that CRM integration cost varies by system. Integrating with some CRMs, such as Alto, can run to significant annual licensing costs on top of usage fees, so it's worth checking integration pricing for your specific CRM before assuming parity across platforms.
With the technical setup in place, a few operational habits make the difference between an automation that agents trust and one they quietly work around.
Template approval is taking longer than expected. If a submitted template hasn't been approved within a few hours, delete it and resubmit rather than waiting, since resubmission is generally faster than waiting out a stalled review. Some documentation notes approval can occasionally take up to 48 hours, in which case Stitch advises against contacting support before that window has elapsed.
Reply rates are lower than expected. Check whether your template includes quick reply buttons, since templates with buttons see significantly higher reply rates than free-text-only messages.
Negotiators are seeing chats that aren't relevant to them. Confirm team assignment is set up correctly, since users assigned to a specific team should only see chats routed to that team.
Costs are higher than anticipated. Review whether conversations are frequently falling outside the 24-hour window, since messages sent outside that window require paid templates rather than free-form replies.
Turning a Rightmove or Zoopla enquiry into a fast WhatsApp conversation comes down to five connected steps: parsing the portal email into a unique branch address, firing an approved automated template within seconds, understanding how the 24-hour window shapes both cost and messaging freedom, routing the live conversation to the right negotiator through team-based assignment, and logging the whole exchange back into your CRM. Done well, this is the difference between a lead that goes cold waiting for a callback and one that's already booked a viewing before a competing agency has picked up the phone. Stitch works with estate agencies to configure each of these steps against their existing portal feeds, CRM setup, and team structure, so speed to lead becomes a built-in property of how the branch operates, not a manual habit staff have to maintain.
