How to use the Communications Hub to message your participants

WHAT THIS COVERS

Finding the Communications Hub on a property

There are two places where you'll interact with the Communications Hub on any active property.

• Communication tab — click the Communication tab in the property's main navigation to see a full log of every broadcast sent for that property, including the message content, how many recipients received it, and when it was sent.
• Message participants — in the right-hand sidebar under Participants, click Message participants to open the broadcast wizard and send a new message.

Setting up message templates (recommended first step)

Before sending your first broadcast, it's worth building a library of reusable templates. Templates save time and ensure your messages are consistent, and they can be shared across your whole agency.

1. Click on your profile avatar (top right) to open the account menu, then select Message templates.
2. Click Add message template to create a new one. Fill in the required fields:
   1. Name — a clear internal name (e.g. "Buyers with Active Offers")
   2. Owner — set to Agency to make the template available to all agents, or keep it as your own
   3. Category — choose an existing category or type a new one to create it (e.g. "Buyers", "Observers")
   4. Message body — write your message and insert smart fields where you want content to personalise automatically
3. Click Save. A confirmation toast will confirm that the template was saved successfully.

💡 Each template shows an SMS character counter as you type. A standard SMS is 160 characters — longer messages count as 2 or more SMS credits per recipient. Watch the counter to keep messages concise.

Using smart fields to personalise messages

Smart fields are dynamic placeholders that are replaced with real values when a message is sent — so one template can send a personalised SMS to every recipient. You can insert them in any template or in a message you're composing live.

Use the quick-insert buttons above the message body, or click Browse all (13) to search the full list. Commonly used fields include:

• First name
• Property address
• Deadline date
• Make an offer link
• Property link
• Agent first name
• Agent last name
• Agent phone
• Agent page link
• Agency name

Example — how a template resolves on send

Template:

Hey First name, the property at Property address will be selling by Deadline date. Please ensure you have your best offer in. Cheers, Agent first name — Agent phone

Sent to Cale Walsh:

Hey Cale, the property at 1 Test Street, Demo will be selling by Tue 15 Sep, 12pm. Please ensure you have your best offer in. Cheers, Cale — 0401881371

Sending a broadcast — the three-step wizard

1. Recipients
2. Compose
3. Review & send

1. Recipients — choose who gets the message. The wizard lists everyone connected to the property. Use the role filter tabs to narrow the list:

• Buyer
• Observer
• Attendee
• Seller
• Broadcast — A single message sent simultaneously to multiple recipients. Each recipient receives a personalised version with their own smart field values, sent as an individual SMS.
• Smart fields — Dynamic placeholders in a message template — such as First name or Property address — that are automatically replaced with each recipient's real data when the message is sent. Also called variables.
• Template — A saved, reusable message you create in Settings. Templates can include smart fields, belong to a category, and be owned by an individual agent or shared across the whole agency.
• Owner — Whether a template belongs to an individual agent or the Agency. Agency-owned templates are visible and available to all agents within your organisation.
• Category — A label you assign to a template to keep your library organised (e.g. "Buyers", "Observers"). New categories can be created inline when building a template — just type the name and select "Create".
• SMS credits — Each SMS sent to a recipient uses one credit per 160-character SMS. A message over 160 characters counts as two credits per recipient. The compose screen shows your total credit cost before you send.

You can also filter by Status (e.g. Progressed, Active, Checked-in) or by Tags (e.g. Interested in buying, Selling a property) to target a specific group. Check individual names or select all visible. Click Next when your selection is ready.

2. Compose — write or load a message. Either select a saved template from the dropdown to pre-fill the message body, or write a freeform message. You can edit a loaded template — the editor will note Modified from "[template name]" and offer a Revert option if you want to restore the original. The composer shows how many SMS credits the send will use in total (one per recipient per SMS).

3. Review and send — confirm before it goes. Openn previews the personalised message as it will appear for a specific recipient, with all smart fields resolved. Scroll through your recipients to check any you'd like. When you're satisfied, the message is sent and a confirmation screen shows delivery status for every recipient. The broadcast is automatically logged in the Communication tab.

📋 Every broadcast is logged in the property's Communication tab, where you can review the message content, time sent, and the full recipient list.

KEY TERMS

COMMON QUESTIONS

1. Can I message just one type of participant — for example, only observers? Yes. In the Recipients step of the wizard, use the role filter tabs (Buyer, Observer, Attendee, Seller) to show only that group, then select all. You can also combine filters — for example, filtering to Observers tagged as "Interested in buying".
2. Can I edit a template message before sending it? Yes. Load a template in the Compose step and edit the message body freely. The editor notes when you've modified a template and shows a Revert button to restore the original if needed. Edits made during a send do not change the saved template — they only apply to that broadcast.
3. Where can I see what was sent and to whom? Open the Communication tab on the property page. Every broadcast is logged there with the message content, the time it was sent, and the full recipient list. You can also see the delivery count (e.g. "2 recipients · 2 delivered") directly in the feed.
4. Can multiple agents in my agency share the same templates? Yes. When creating a template, set Owner to Agency. This makes it available to every agent in your organisation when they use the Communications Hub. Templates owned by an individual agent are visible only to them.
5. How do I know how many SMS credits a broadcast will use? The Compose step shows a live count — for example, "5 messages will be sent · 10 SMS credits total" — before you proceed to Review and send. A message under 160 characters uses 1 credit per recipient; longer messages use 2 or more.
6. Can I send to home open attendees who haven't made an offer? Yes. Attendees who checked in to a home open appear in the participant list with an Attendee role and a Checked-in status. Filter to the Attendee tab in the Recipients step to select them and include them in a broadcast.