Never Miss A Lead – Enquiry 3.0 Launch
Effective 1 April 2026
By pamelaqiuxuan
• 1 day ago What is changing with Enquiry 3.0?
- Login is no longer required for WhatsApp enquiries.
- WhatsApp enquiries are first routed via "PropertyGuru Marketplace & iProperty Marketplace WhatsApp Business Account", which then share the agent’s contact details to connect the enquirer with the relevant agent.
- Leads are recorded in Leads Management only when a WhatsApp message is sent by enquirer to "PropertyGuru Marketplace & iProperty Marketplace WhatsApp Business Accounts."
- All WhatsApp leads captured include a verified phone number
Why are we removing the login gating for WhatsApp enquiries?
Data showed that login gating significantly reduced WhatsApp enquiries. Enquiry 3.0 removes this friction while improving how leads are recorded. How does the updated enquiry journey look like with Enquiry 3.0?
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- Enquirer views a listing.
- Clicks on “Chat on WhatsApp.”
- No Login required.
- Route to "PropertyGuru Marketplace or iProperty Marketplace WhatsApp Business Account."
- Enquirer sends WhatsApp message to "PropertyGuru Marketplace or iProperty Marketplace WhatsApp Business Account."
- "PropertyGuru Marketplace or iProperty Marketplace WhatsApp Business Account" replies with Agent’s contact.
- Enquirer clicks on Agent’s contact link.
- Enquirer is redirected to Agent's contact link with prefilled WhatsApp message to send to Agent.
- Agent manual replies enquirer.
How does the updated agent journey look like with Enquiry 3.0?
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- Once enquirer sends a message to "PropertyGuru Marketplace or iProperty Marketplace WhatsApp Business Account", agent will immediately receive a message from "PropertyGuru and iProperty Leads WhatsApp Business Account" with the Lead Contact CTA.
- Agent clicks on Lead Contact CTA leading them to enquirer’s WhatsApp pre-filled message.
- Agent replies enquirer manually.
How are WhatsApp leads recorded in Leads Management now?
Previously, WhatsApp leads were recorded when users clicked the WhatsApp CTA. With Enquiry 3.0, leads are recorded only when a WhatsApp message is sent, ensuring higher accuracy. What information will I receive for anonymous WhatsApp enquiries?
For anonymous WhatsApp enquiries, you will receive:- A verified phone number
- Property and listing details
- Date and time of enquiry
Will this increase spam or low-quality leads?
No. Leads are recorded only when a real WhatsApp message is sent, and every lead includes a verified phone number. This helps prevent false or accidental leads. Are anonymous enquiries still considered valid leads?
Yes. Anonymous enquiries are valid leads as they still come from a real WhatsApp conversation and will include a verified phone number for direct follow up. Do I need to take any action with these changes?
No action is required on your part. Agents can continue responding to WhatsApp enquiries as usual and benefit from receiving more accurate, message-based leads with Enquiry 3.0. Will I receive duplicate leads from the same phone number?
Not exactly. It depends on whether the user is enquiring about the same listing or different listings:- Scenario A (Same listings): If a user messages you multiple times about the same property, it will not create duplicate leads. The lead card in your Leads Management will be refreshed each time, and the history will show multiple interactions, but it counts as one lead.
- Scenario B (Different listings): If a user messages you about different properties, each enquiry will create a separate lead card. So, these will count different leads.
Will leads be recorded if the user edits or deletes the WhatsApp message?
Once a WhatsApp message is sent, the enquiry is recorded in Leads Management, even if the message is later edited or deleted in WhatsApp. You can still follow up by messaging the user back via WhatsApp.Will I receive all leads now that enquiries are routed to "PropertyGuru Marketplace and iProperty Marketplace WhatsApp Business Account"?
Yes, as long as enquirers send the pre-filled message to the "PropertyGuru Marketplace or iProperty Marketplace WhatsApp Business Account", the leads will be recorded in Leads Management and you will simultaneously receive a reminder with a verified phone number from "PropertyGuru and iProperty Leads WhatsApp Business Account" so you can follow up promptly.
Is there any delay in lead routing with "PropertyGuru and iProperty Leads WhatsApp Business Account"?
Lead routing is designed to be near real-time. Once a WhatsApp message is sent, the enquiry is recorded in Leads Management, and an instant reminder will be sent from "PropertyGuru and iProperty Leads WhatsApp Business Account" to agents for better follow-ups.
Will I know who is the enquirer and what details will I get from the enquirer?
The system uses a smart identity matching process to identify the enquirer and provide available details.- Scenario A (If customer is logged in): You will receive the enquirer’s name, email, and verified phone number.
- Scenario B (If customer is not logged in): The system will check if the verified phone number matches any leads from the past 90 days. If there is a match, the name and email will also be shown. If there is no match, only the phone number will be displayed.
