How does the new WhatsApp enquiry flow work? #
PropertyGuru is introducing an updated WhatsApp enquiry flow to make it easier for property seekers to contact agents while ensuring that agents continue to receive a verified, contactable mobile number with each lead.
The new flow will be progressively rolled out in Singapore from 1 October 2026.
What is changing? #
The WhatsApp enquiry journey is being streamlined so property seekers can reach agents in fewer steps.
As part of the new flow, a property seeker’s WhatsApp mobile number is verified when they make their first enquiry. Once verified, subsequent WhatsApp enquiries require fewer steps.
For agents, leads will continue to include the property seeker’s mobile number. The verification process helps ensure the number provided with the lead is contactable.
How does the first WhatsApp enquiry work? #
When a property seeker makes their first WhatsApp enquiry:
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The property seeker chooses to enquire via WhatsApp.
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They enter their mobile number.
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They verify the number using a One-Time Password (OTP).
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Once verified, the lead is sent to the agent.
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The property seeker is redirected to the agent’s WhatsApp to continue the conversation.
The first enquiry takes one fewer step than the previous WhatsApp enquiry journey.
What happens for subsequent WhatsApp enquiries? #
Once the property seeker’s WhatsApp number has been verified, future enquiries are simpler.
For subsequent enquiries:
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The property seeker chooses to enquire via WhatsApp.
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They confirm that they want to continue to WhatsApp. At this point, the lead is sent to the agent.
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The property seeker is redirected to the agent’s WhatsApp to continue the conversation.
This reduces the subsequent enquiry journey from 6 steps to 3 steps.
When will I receive the lead? #
For a property seeker’s first enquiry, the lead is sent to you once their mobile number has been successfully verified.
For subsequent enquiries, the lead is sent when the property seeker selects Continue to WhatsApp.
The confirmation step for subsequent enquiries helps prevent accidental or unintended leads from being sent.
Will I still receive the property seeker’s phone number? #
Yes.
The updated flow verifies the property seeker’s mobile number during their first enquiry. This ensures that agents continue to receive a verified, contactable number with each lead.
This is particularly important as WhatsApp introduces privacy features that may allow consumers to use a username and restrict people who do not already have their contact details from contacting them.
Why is PropertyGuru changing the WhatsApp enquiry flow? #
The updated flow is designed to:
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Reduce the number of steps property seekers need to take to contact an agent.
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Ensure leads include a verified and contactable mobile number.
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Maintain a smoother enquiry experience as WhatsApp’s privacy features evolve.
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Allow a property seeker’s PropertyGuru activity to be associated with their verified number, helping maintain continuity across devices.
When will the new flow be available? #
The new WhatsApp enquiry flow will begin its phased rollout in Singapore from 1 October 2026.
As the rollout is progressive, some property seekers may continue to experience the existing WhatsApp enquiry flow while the new experience is being introduced.
Do I need to do anything? #
No action is required from agents.
When a property seeker submits an enquiry through the new flow, the lead will continue to be delivered through the existing lead process
