WhatsApp template for real estate agencies: pending documentation notice

Has it happened to you that you have to ask a prospect for documentation and you end up writing the same thing ten times a day? With this WhatsApp template for real estate agencies, you let them know what's missing, how to send it, and by when, without any back-and-forth and with a professional tone.

What goes in each variable

• {{1}}: name of the client or prospect.
• {{2}}: name of the real estate agency or advisor.
• {{3}}: type of transaction (rental, purchase, reservation).
• {{4}}: missing documentation (ID, pay stub, guarantor, etc.).
• {{5}}: delivery method (office, email, upload link).
• {{6}}: deadline to get it sorted.

How to load it in WhatsApp Business

1. 1In WhatsApp Business, go to Message tools > Message templates and create a new one.
2. 2Choose the 'Utility' category (it's a transactional notice, not promotional).
3. 3Paste the text with the {{1}}, {{2}}, etc. variables and save it.
4. 4Send it for Meta's review: approval can take up to 48 hours.
5. 5Once approved, use it to send the message or configure it in Wando so the AI uses it automatically when it detects that documentation is missing.

Note: in the official WhatsApp API, this type of message is transactional (utility category) and requires the template to be approved by Meta. Approval may take up to 48 hours. Additionally, the cost per conversation is set by Meta and varies by country; we recommend checking their official documentation.

If you use Wando, you load this template into the panel and the AI will use it on its own when appropriate, always with your prior approval. That way you don't have to copy and paste all day.

When to send this message (and when not to)

This message is for specific notifications about pending documentation. Send it when there has already been initial contact and the person knows what transaction they are doing. Do not use it as a first message: without context, it sounds like spam.

Also, do not send it if the documentation has already been submitted or if the deadline is about to expire and there has been no prior response. In that case, a phone call or a shorter message asking for confirmation is better.

The time of day matters. Avoid rest hours: between 9:00 and 18:00, Monday to Friday, is most reasonable. If it's urgent, use the channel the customer prefers, but don't bombard them.

What to reply if the customer responds 'what's missing?'

This is the most common response. The customer didn't read carefully or wants to confirm. Reply with the exact detail and the submission method, without beating around the bush.

Model message: 'Hi {{1}}, I confirm: we are missing {{2}}. You can send it here or via {{3}}. If anything comes up, let us know.'

If the documentation is long (several files), offer to send it in parts or by email. Do not assume the client knows what each thing is.

• {{1}}: client's name.
• {{2}}: missing documentation.
• {{3}}: delivery method (chat, email, link).

What to reply if the client asks for more time

The client may ask for extra time. Do not take it for granted: assess whether the operation allows it. If so, confirm the new date and keep it recorded.

Model message: 'Hi {{1}}, no problem. We will wait for you until {{2}}. If you need more, let us know beforehand.'

If you cannot grant more time, be clear: 'We understand, but the deadline is {{2}} due to the process. If it does not arrive, the operation may be delayed.'

• {{1}}: client's name.
• {{2}}: new deadline or the original one.

What to answer if the customer says they already sent it

Sometimes the customer already sent the documentation but it wasn't recorded or arrived through another channel. Don't blame them: check and respond calmly.

Sample message: 'Thanks {{1}}! Let me check and I'll confirm. If I don't see it, I'll let you know.'

If the documentation is there, confirm and thank them. If it doesn't show up, ask them to resend it through the same chat: 'I didn't receive it, could you send it again here?'

How to know if the message worked

The clearest indicator is that the customer sends the documentation before the deadline. If they don't, the message didn't work: they probably didn't understand what was missing or you didn't give them an easy way to submit it.

You can also check if the customer responded with questions or simply ignored the message. If they ignored it, try another channel (a phone call) or adjust the text.

In Wando, campaign statistics show you how many messages were sent and how many were answered. That gives you an idea of whether the template is effective or needs to be changed.

Mistakes that cause Meta to reject the template

Meta rejects templates that look promotional, have formatting errors, or include misleading information. A pending documentation template cannot offer discounts or promotions.

Another common mistake: using too many or too few variables. Each {{1}}, {{2}} must be in the text and there cannot be empty variables. Make sure the message makes sense without the values.

If it gets rejected, read the reason in the Meta panel, correct the text, and resubmit it. Do not insist with the same text: change the approach to make it clear that it is transactional.

When to send this message (and when not to)

This message is for specific pending documentation notices. Send it when there has already been initial contact and the interested party knows what operation they are doing. Do not use it as a first message: without context, it sounds like spam.

Also, do not send it if the documentation has already been submitted or if the deadline is about to expire and there was no prior response. In that case, better to make a call or send a shorter message asking for confirmation.

The time of day matters. Avoid rest hours: between 9:00 and 18:00, Monday to Friday, is most reasonable. If it is urgent, use the channel the client prefers, but do not bombard them.

What to answer if the customer responds 'what's missing?'

This is the most common response. The customer didn't read well or wants to confirm. Reply with the exact detail and the delivery method, without beating around the bush.

Model message: 'Hello {{1}}, I confirm: we're missing {{2}}. You can send it here or via {{3}}. If anything comes up, let us know.'

If the documentation is long (several files), offer to send it in parts or by email. Don't assume the customer knows what each thing is.

• {{1}}: customer's name.
• {{2}}: missing documentation.
• {{3}}: delivery method (chat, email, link).

What to answer if the customer asks for more time

The customer may ask for extra time. Don't take it for granted: evaluate whether the operation allows it. If yes, confirm the new date and record it.

Model message: 'Hello {{1}}, no problem. We'll wait for you until {{2}}. If you need more, let us know beforehand.'

If you cannot extend the deadline, be clear: 'We understand, but the deadline is {{2}} due to the process. If it doesn't arrive, the operation may be delayed.'

• {{1}}: customer's name.
• {{2}}: new deadline or the original one.

What to answer if the customer says they already sent it

Sometimes the customer has already sent the documentation but it wasn't recorded or it arrived through another channel. Don't accuse them of anything: check and respond calmly.

Sample message: 'Thanks {{1}}! Let me check and I'll confirm. If I don't see it, I'll let you know.'

If the documentation is there, confirm and thank them. If it doesn't show up, ask them to resend it through the same chat: 'I didn't receive it, could you send it again here?'

How to know if the message worked

The clearest indicator is that the customer sends the documentation before the deadline. If they don't, the message didn't work: they probably didn't understand what was missing or you didn't give them an easy way to submit it.

You can also check whether the customer replied with questions or simply ignored the message. If they ignored it, try another channel (a call) or adjust the text.

In Wando, campaign statistics show you how many messages were sent and how many were replied to. That gives you an idea of whether the template is effective or needs to be changed.

Errors that cause Meta to reject the template

Meta rejects templates that look promotional, have formatting errors, or include misleading information. A pending documentation template cannot offer discounts or promotions.

Another common error: using too many or too few variables. Each {{1}}, {{2}} must appear in the text, and there cannot be empty variables. Check that the message makes sense without the values.

If it gets rejected, read the reason in the Meta panel, correct the text, and resubmit it. Do not insist with the same text: change the approach so it is clear that it is transactional.