WhatsApp template for real estate agencies: new tenant welcome

When you rent out a property, the first few days are key. The new tenant arrives with questions; they need to know how to pay, who to contact if something breaks, and what is expected of them. If you respond with a clear, organized message, you avoid back-and-forth and show that your real estate agency is serious. Here is a ready-to-copy template that you can adapt and send via WhatsApp.

• {{1}} Tenant's name (e.g., 'Maria')
• {{2}} Date, time, and place for key handover (e.g., 'Monday 12 at 10:00 at the office')
• {{3}} Payment details: amount, due date, CBU or payment link (e.g., '$350,000, due on the 5th, via Mercado Pago')
• {{4}} Maintenance contact: name and phone (e.g., 'Carlos, 11-5555-5555, for emergencies 24 hours')
• {{5}} What documentation is missing, if any (e.g., 'only the insurance proof is missing')
• {{6}} Real estate agency phone (e.g., '11-6666-6666')

1. 1Copy the template and replace the variables {{1}}, {{2}}, etc. with the tenant's details.
2. 2If you use standard WhatsApp Business, paste the message into a conversation or save it in 'Quick replies' to reuse it.
3. 3If you use Wando, upload the template to the panel and the AI will use it automatically when it detects a new tenant, always with your prior approval.
4. 4Customize the message according to the case: if it's a temporary or commercial rental, adjust the sections.

Message variants

When to send this message (and when not to)

This message is for the exact moment when the contract is signed and the tenant already has a key handover date. Send it as soon as the deal is confirmed, ideally 24 to 48 hours before the handover. That way, the tenant arrives with everything clear and won't text you at 9 PM asking how to pay.

Don't send it before the contract is final. If you send it during negotiations, it creates confusion and pressures the tenant. Also, don't use it to collect debts: that's another type of message, with a different tone and template. And if the tenant has been living in the property for weeks, it doesn't make sense: the message is a welcome, not a reminder.

The three most likely tenant responses (and how to reply)

First: 'Can I pay by another method?' Reply with the real options you have. If you only accept bank transfer, say so clearly:

'Hello {{1}}, for now we only accept bank transfer to the CBU we sent you. If you have any issue with the payment, let us know and we'll see how to resolve it.'

Second: 'Who do I call if something breaks?' Don't improvise here: provide the exact maintenance contact and clarify what counts as an emergency.

'Hello {{1}}, for emergencies (water leaks, electrical issues) call {{4}}. For minor repairs, write to us and we'll coordinate.'

Third: 'I'm missing a document, can I bring it later?' Here the key is to set a deadline.

'Hello {{1}}, yes, you can bring it until {{5}}. If that date passes, we are forced to let you know that we cannot complete the file. If anything comes up, let us know.'

How to know if the message worked

The simplest indicator: the tenant doesn't write to you with basic doubts. If after your message they ask how to pay, who to call, or what documentation is missing, the template didn't fulfill its function. Check if the variables were complete and if the tone was clear.

The second indicator is the handover of keys. If the tenant arrives with complete documentation and the first payment made, the message worked. If not, adjust the sections that failed.

In the WhatsApp API you can see delivery metrics: if the message was delivered but not read, the number is probably wrong or the tenant doesn't have the app active. In Wando, statistics show you this data per template, so you know which ones work and which ones don't.

Why Meta can reject this template (and how to fix it)

Meta rejects templates for three common reasons. First: poorly defined variables. If you put {{1}} without explaining what it is, or if you mix variables that should be fixed text, the system doesn't understand the message. Fix it by defining each variable in parentheses, as in the example.

Second: content that sounds like spam or a sale. If you add promotions or links that are not part of the contract, Meta classifies it as 'marketing' and rejects it. Fix it by keeping the message strictly informational.

Third: the format. Line breaks and emojis are allowed, but if the message is illegible or has spelling errors, Meta returns it. Review each section before sending it for approval. Remember that approval takes up to 48 hours, so plan ahead.

When to send this message (and when not to)

This message is for the exact moment when the contract is signed and the tenant already has a key delivery date. Send it as soon as the deal is confirmed, ideally 24 to 48 hours before the delivery. That way the tenant arrives with everything clear and doesn't write to you at 9:00 PM asking how to pay.

Do not send it before the contract is final. If you send it during negotiation, it creates confusion and pressures the tenant. Also, do not use it to collect debts: that is another type of message, with another tone and another template. And if the tenant has already been living in the property for weeks, it makes no sense: the message is a welcome, not a reminder.

The three most likely tenant responses (and what to reply)

First: 'Can I pay by another method?' Reply with the actual options you have. If you only accept bank transfer, say it clearly:

'Hi {{1}}, for now we only accept bank transfers to the CBU we sent you. If you have any issues with the payment, let us know and we'll see how to resolve it.'

Second: 'Who do I call if something breaks?' Don't improvise here: provide the exact maintenance contact and clarify what counts as an emergency.

'Hi {{1}}, for emergencies (water leaks, electrical issues) call {{4}}. For minor repairs, write to us and we'll coordinate.'

Third: 'I'm missing a document, can I bring it later?' Here the key is to set a deadline.

'Hi {{1}}, yes, you can bring it by {{5}}. If that date passes, we are obliged to let you know that we cannot complete the file. Any questions, let us know.'

How to know if the message worked

The simplest indicator: the tenant doesn't write to you with basic questions. If after your message they ask how to pay, who to call, or what documentation is missing, the template didn't fulfill its purpose. Check that the variables were complete and the tone was clear.

The second indicator is key handover. If the tenant arrives with complete documentation and the first payment made, the message worked. If not, adjust the sections that failed.

In the WhatsApp API you can see delivery metrics: if the message was delivered but not read, the number is probably wrong or the tenant doesn't have the app active. In Wando, statistics show you this data per template, so you know which ones work and which don't.

Why Meta may reject this template (and how to fix it)

Meta rejects templates for three common reasons. First: poorly defined variables. If you put {{1}} without explaining what it is, or if you mix variables that should be fixed text, the system doesn't understand the message. Fix it by defining each variable in parentheses, as in the example.

Second: content that sounds like spam or sales. If you add promotions or links that are not part of the contract, Meta classifies it as 'marketing' and rejects it. Fix it by keeping the message strictly informative.

Third: the format. Line breaks and emojis are allowed, but if the message is illegible or has spelling errors, Meta returns it. Review each section before sending it for approval. Remember that approval takes up to 48 hours, so plan ahead.

Formal variant and casual variant: when to use each

The formal variant is for corporate contracts or tenants who prefer a more distant treatment. Use it if the property is high-value, if the contract is commercial, or if the tenant is a company. The 'Dear' tone and full sentences build trust in contexts where formality is the norm.

The casual variant is for standard residential rentals, young tenants, or temporary ones. The tone with emojis and 'Hi there!' lowers the barrier and makes the tenant feel comfortable reaching out with any questions. If the tenant replied informally during negotiation, use this version.

When in doubt, start with the formal one and see how they respond. If they reply confidently and casually, the next interaction can be more personal. The template is a first contact: the tone you choose defines how they will address you for the rest of the relationship.