Client communication tools

WhatsApp, calls and team chat, saved on every lead

Propfusion's client communication tools bring your company WhatsApp number, phone calls, email and team chat into the real estate CRM. Agents reply from one place, and every message and recording stays with the client's record, so your whole team stays in the loop.

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  • Company WhatsApp, shared by the team
  • Calls and recordings on the lead
  • Team chat on web and app
Propfusion CRM: WhatsApp conversation inside a lead, from offer to bank valuation
Propfusion app: WhatsApp leads from Property Finder and Bayut with Add Lead and View Details

How it works

One set of numbers. One history per client.

Set it up once and every conversation, from the first portal enquiry to the signed deal, has a home.
  1. 01

    Connect your company lines

    Link your WhatsApp Business number and your phone provider once. Agents use company numbers, not their personal phones.

  2. 02

    Conversations find the right agent

    New WhatsApp chats are shared out in turn, and any chat can be handed to a colleague in one click.

  3. 03

    Everything stays on the lead

    Messages, calls and recordings sit with the client's record, so the history stays with your company when people move on.

Talk to clients where they already are

WhatsApp, phone and in-app alerts, each with the tools a Dubai brokerage actually uses.

WhatsApp

WhatsApp, on the company number, inside the CRM

Buyers and tenants in Dubai want to talk on WhatsApp. Your agents answer from the CRM on your WhatsApp Business number, with the client's details beside the chat and nothing stuck on a personal phone.
  • Send photos, PDFs, approved templates, reply buttons and property cards
  • Transfer a chat to another agent, or search any conversation and filter by tag
  • Each chat shows when WhatsApp's 24-hour reply window has closed and a template is needed
Propfusion CRM: WhatsApp inbox with a client conversation arranging a viewing and sharing a listing link

Calls

Every call logged against its lead

Propfusion connects to your phone provider or phone system. Incoming, outgoing and missed calls land on the client's lead with the agent, the duration and, when your phone system records calls, the recording, so anyone picking up the lead can hear what was said.
  • Missed calls get a call-back deadline, and the manager is alerted if nobody calls back
  • Unknown callers can become new leads, tagged with the line's source
  • Play or download recordings, kept from 30 days to two years, as you choose
Propfusion CRM: A lead's Calls section listing connected, voicemail and no-answer calls with Play, Download and hold buttons

Inbox

One inbox for the alerts that matter, with the call button on them

New leads, follow-up reminders, viewings, deals and listings each get their own thread. A new-lead alert carries the client's name, number and the location they asked about, with Call, WhatsApp and Open lead buttons, so the first reply is one click away.
  • Threads for new leads, follow-ups, calendar and viewings, deals, transactions and listings
  • Weekly performance reports delivered to each person's inbox
  • Managers approve agents' portal publishing requests from the same inbox
Propfusion CRM: Notifications inbox with the New leads chat open, showing Call, WhatsApp and Open lead buttons

WhatsApp Pro

Auto-replies, AI and campaigns for the same number

WhatsApp Pro does the repetitive work on your company number: it answers in seconds, day or night, and sends approved templates to whole groups, while STOP requests are honoured automatically.

  • Auto-replies

    A welcome for first-time contacts, an away message outside business hours in Dubai time, and keyword replies.

  • AI with a handover

    AI answers first questions and hands the chat to a person when the client asks or an agent steps in.

  • Campaigns

    Send an approved template to a list of numbers or a tagged group, now or on a schedule.

  • Analytics and ads

    Messages delivered, cost by category, each agent's first-reply time and the leads that came from ads.

Propfusion CRM: WhatsApp Pro auto-replies with a welcome message, an away message and business hours for each day
Welcome and away messages, with business hours set in Dubai time.

Template library

Start from a ready-made real estate template

Hundreds of ready-made English real estate WhatsApp messages are built in, covering new listings, price drops, off-plan launch stages, open houses and events, viewing updates, offers, documents, mortgages, maintenance, payment requests and holiday greetings. Choosing one opens it as a new template, ready to submit to Meta for approval.
  • Write your own marketing, utility or authentication templates, with a text, image, video or document header and up to three buttons
  • Submit each template to Meta and sync its approval status
  • Send an approved template to one contact, to contacts with chosen tags, or to all contacts
Propfusion CRM: WhatsApp template library with marketing, utility and authentication categories and ready-made listing alerts

Opt-outs

STOP and START, honoured on every marketing send

When a client replies STOP, they are unsubscribed from your marketing messages, and START subscribes them again. Admins can also add or remove a number by hand, and campaigns and bulk marketing-template sends skip every unsubscribed number.
  • Set the STOP and START keywords and the reply the client receives
  • See each unsubscribed number with how and when it opted out
  • Campaign results count the contacts that were skipped
Propfusion CRM: WhatsApp opt-outs with STOP and START keywords, the replies customers receive and the unsubscribed contacts list

Team chat

Team chat that speaks CRM

Direct messages, groups and announcement channels for the whole brokerage, on the web and in the Propfusion app. Share a lead, listing, project or contract as a card, and your colleague opens it in one tap.
  • Mentions, reactions, pinned messages and search across chats
  • Voice notes, plus one-to-one voice and video calls with screen sharing
  • Channels where only admins post, for announcements and launches
Propfusion CRM: Team group chat about off-plan launches, with a project shared as a card in the conversation
Propfusion app: Chats list with team members, their roles and latest messages, plus Chats, Groups and Channels tabs

Screens show the Propfusion Demo Realty sample workspace. All people, listings and numbers are fictional.

Also included

The details that save agents time

Small tools that save a few seconds on every conversation, and add up across the week.

  • Email from the lead

    Open a ready-written email to the client from their lead, logged on its timeline, or send a one-off email from SMTP Settings through your own SMTP or Amazon SES server.

  • Rich WhatsApp messages

    Reply buttons, list menus, link buttons, contact cards and property cards, sent from any chat.

  • In-chat forms

    WhatsApp Flows ask the client for details, such as budget and property type, without leaving the chat, and save the answers.

  • Click-to-chat links and QR codes

    Put them on flyers, listings and emails. The first message is already written for the client.

  • A 90-day WhatsApp event log

    WhatsApp events and alerts are kept for 90 days, and WhatsApp activity can be forwarded to your own webhook.

  • WhatsApp voice calls

    Clients can call your WhatsApp number and agents answer in the browser.

  • First-reply time per agent

    See how quickly each agent answers a new WhatsApp chat, measured from the CRM.

  • Leads from click-to-WhatsApp ads

    Chats that start from a Facebook or Instagram ad are counted, so you can see what the ads bring in.

  • A do-not-call list

    When a client asks not to be called again, add the number once and company calls respect it.

How the channels fit together

See where WhatsApp, calls, email, portal leads, reminders and team messages land, and how each one connects to the same client records.

  • WhatsApp Business
  • WhatsApp calls
  • Company phone lines
  • Email
  • Portal calls
  • Team chat
  • Inbox alerts
Explore communication and integrations

FAQ

Communication tools questions

Do agents need their own WhatsApp numbers?

No. You link your WhatsApp Business number once and agents reply from the CRM on the company number. New chats are shared out in turn, any chat can be handed to a colleague, and the history stays with the client's record.

Which phone systems does call logging work with?

Propfusion connects to your phone provider or phone system. Incoming, outgoing and missed calls land on the client's lead with the agent and the duration, and with the recording when your phone system records calls.

What do we need to use WhatsApp in Propfusion?

A WhatsApp Business number connected through Meta's WhatsApp Cloud API. Templates are approved by Meta before they can be sent, and Meta charges per message. AI replies also need an AI provider key.

Does a new WhatsApp chat become a lead?

A chat to your company WhatsApp number creates a contact, and the conversation stays in the CRM. WhatsApp enquiries that come from the property portals become leads.

What happens when WhatsApp's 24-hour window closes?

The chat shows that the reply window has closed, and the agent sends one of your approved templates to start the conversation again.

How are opt-outs handled?

When a contact replies STOP they are unsubscribed from marketing messages, and START subscribes them again. Admins can also add or remove numbers by hand. Campaigns and bulk marketing-template sends skip unsubscribed contacts, and a do-not-call list keeps company calls away from numbers that asked.

Can agents email clients from the CRM?

Yes. Open a ready-written email to the client from their lead, logged on its timeline, or send a one-off email from SMTP Settings through your own SMTP or Amazon SES server.

Related features

Give every client one clear conversation

Put WhatsApp, calls and team chat on company numbers, saved on the lead. Start a free trial or let us show you on a live demo.

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