Who gets WhatsApp and lead emails
Who gets WhatsApp chats and lead emails when a listing has an assigned agent — and how to set that up correctly.
The simple rule
Contact follows the agent assigned on the property. It does not matter whether the buyer opened your catalog link or the agent’s personal link.
Think of it this way: the property “knows” who is responsible. WhatsApp and the lead form use that information.
WhatsApp button
When someone taps WhatsApp on a property page:
- If the assigned agent has a phone/WhatsApp number → the chat opens to that agent.
- If the agent has no number → it falls back to your store WhatsApp (when the contact button is enabled).
- WhatsApp opens a chat on the buyer’s phone. It does not send an email by itself.
Note: For the green button to appear at all, turn on Show WhatsApp contact button in Edit profile (and set a number). See WhatsApp button and WhatsApp AI Agent.
Optional: ask for the visitor’s number first
You can ask buyers for their phone number before WhatsApp opens. That helps you keep a backup contact if they never send the first message.
Turn this on under Edit profile → On property pages → Ask for number before opening WhatsApp. Visitors can still skip and open WhatsApp directly.
Lead form emails
When someone fills the contact form on a property:
- You (the account owner) always receive the lead email.
- If the assigned agent has an email, they also get a copy.
- The lead is saved in Leads and tagged with the agent when one is assigned.
Checklist so nothing falls through
- Create the agent with email and WhatsApp/phone filled in.
- Assign the agent on each property they sell.
- Confirm your store WhatsApp number is set as a fallback.
- Send yourself a test from a published listing (WhatsApp + form).
Common questions
If I share the agent link, does WhatsApp always go to that agent?
Only if that agent is assigned on the property and has a phone number. The link alone is not enough.
Why did WhatsApp open to my main number?
Usually the assigned agent is missing a phone number, or the listing has no agent assigned.
Do qualification / preference flows go to the agent?
Buyer preference flows on the catalog currently notify the store owner. Agent-specific routing for those can expand later.