WhatsApp Template for Condo Fee Notices: Ready to Copy

Notifying homeowners' association fees (expensas) via WhatsApp is one of the most repetitive tasks in a real estate agency: every month, to every tenant, the same message. With a well-structured template, you can do it in a couple of clicks and without errors. Here we leave you a ready-to-copy model, designed for the official WhatsApp API (so it complies with Meta's rules).

• {{1}}: tenant's name (e.g., 'Martin').
• {{2}}: corresponding period (e.g., 'July 2025').
• {{3}}: total amount of the fees (e.g., '$85,500').
• {{4}}: payment deadline (e.g., '10/07/2025').

1. 1Upload the template in the WhatsApp Business panel (in the templates section) with the 'Utility' category, because it's a transactional notification.
2. 2Wait for Meta's approval (can take up to 48 hours).
3. 3Once approved, send it from your CRM or from Wando: the AI automatically suggests it when it detects that a tenant asks about fees.
4. 4If you use Wando, you don't need to program anything: the template is saved in the panel and the AI uses it on its own at the right moment.

Note: this type of message is transactional (notification of a charge), so it goes as a 'utility' template in the Meta API. It's not promotional, so it doesn't require prior opt-in from the customer, but it does need to be approved. Conversation prices are set by Meta and vary by country; check their official documentation.

If you want the template to be used automatically and for the AI to learn from how you respond, Wando integrates it into your inbox: it suggests it when appropriate and you approve it with a click. No flows to program or maintain.

When to send this message (and when not to)

The ideal time is between 5 and 10 days before the due date. If you send it too early, the tenant forgets it; if you send it late, they don't have time to arrange payment.

Don't use it to collect overdue maintenance fees: that is a debt claim and requires a different, more formal tone with the corresponding legal steps. Also, don't send it outside business hours (after 20:00 or on Sundays): it creates noise and may lead to complaints.

If the tenant has already paid, don't send them the notice: the template assumes they owe. Check the account status before sending.

What to reply if the tenant asks about the amount

The most common response is to ask for the breakdown: 'why did it go up?' Don't reply with a simple 'it is what it is.' Have a template message that explains the increases without getting into an argument.

Template: 'Hi {{1}}, the increase is mainly due to {{2}} (e.g., building manager wages, services, repairs). I can send you the full breakdown here if you want.'

If they ask for a breakdown, offer to send it via WhatsApp or email. Don't promise deadlines you can't meet.

What to reply if the tenant says they already paid

It can happen that they paid and the notice still arrives (due to a delay in registration). Don't treat them as a liar: check and respond calmly.

Template: 'Thank you {{1}}, let me check the system and I'll confirm. If the payment is already registered, don't worry: you won't receive another notice.'

If the payment doesn't show up, reply: 'Hi {{1}}, I don't see the payment yet. Could you send me the receipt? I'll review it and confirm.'

What to reply if the tenant asks for more time

Here you need to be clear but flexible. If your policy allows an extension, say so; if not, offer alternatives (like paying in two parts).

Template: 'Hi {{1}}, I understand. I can give you until {{2}} to pay without surcharge. If you need more, let me know and we'll look at an option to pay in two installments.'

Don't promise discounts or reductions that are not authorized. If you can't decide on your own, refer to the person in charge.

How to know if the message worked

The main indicator is the on-time payment rate: compare how many tenants pay before the due date in the months you use the template versus those when you don't.

Also look at the responses: if you receive many questions like 'what does it include?', the message is not clear. If nobody asks, it's probably fine.

In Wando, campaign statistics show you delivered, read, and replied. Use those numbers to adjust the text every 2 or 3 months.

Why Meta may reject the template and how to fix it

Meta rejects templates for three common reasons: promotional language (words like 'offer' or 'discount'), misplaced variables (for example, {{1}} in the middle of a sentence), or lack of clarity about the message's purpose.

To fix it, check that the text is purely informative, that variables are at the end or between complete sentences, and that the category is 'utility' and not 'marketing'.

If Meta rejects it, don't modify it blindly: read the exact reason in the panel and adjust only that. Resubmitting the same template without changes won't work.

Formal and friendly variants: when to use each

The formal variant (the one that says "Dear") is for tenants who prefer distant treatment, such as companies or older people. Use it in the first contact or if the relationship is tense.

The friendly variant (the one that says "Hello! 👋") is for tenants with whom you already have a close relationship, or in properties where the treatment is more personal.

If you don't know which one to use, start with the formal one and see how the tenant responds. If they reply in a friendly manner, switch to the friendly variant in the next notice.