AI Customer Service for Real Estate Agents in 2026: What to Automate on LINE and Instagram, Plus 15 Message Templates

What nine kinds of messages do agents and rental managers get?

Sort the messages first, and you will see which ones can be handed off. These nine types are common in sales, rental and property-⁠management DMs. The quoted lines are illustrative examples.

• Is it still available: "Is this one still there?" "Has it been rented?"
• Price, rent and fees: "Does the rent include the management fee?" "How is the agency fee calculated?"
• Viewing appointments: "Can I view this Saturday afternoon?"
• Location and commute: "How long is the walk to the metro?" "Is there a market nearby?"
• House rules: "Are cats allowed?" "Can I cook?" "Is there parking?"
• Deposit and contract: "How many months' deposit?" "What is the minimum lease?"
• Loans and taxes: "What loan-⁠to-⁠value can I get?" "Which taxes do I pay?"
• Repair requests from tenants: "The water heater is broken." "The ceiling is dripping."
• Dissatisfaction and complaints: "Nobody showed up at the agreed time." "Why was my deposit deducted?"

The first five mostly have an answer that can be written down. The last four involve either money and a contract, or the situation on site. That line is where the work divides.

Why does reply speed matter so much in this trade?

A client rarely asks only one agent about a listing, and rarely asks about only one listing. The agent who replies first has a better chance of getting the first viewing. That is not a statistic; it follows from how this business works.

The trouble is that your busiest moments are viewings, signings and paperwork runs, exactly when you cannot reply. The auto-⁠reply's job here is not to close a deal. It is three things: let the client know the message was received, state the facts already confirmed for the listing, and find out what the client needs. When you pick up your phone you see a tidy summary rather than a bare "still available?".

One caution: fast only helps if it is correct. Instantly answering "yes, still available" about a property that has already sold does more damage than replying half an hour late.

Which messages can be automated, and which must go to the agent?

FRIDAI Editorial uses one test: if the answer is already written in listing details the agent has confirmed, or in your office rules, automate it. If it involves negotiating a price, interpreting a contract or judging someone's personal circumstances, the auto-⁠reply only takes the message and says how long the wait will be.

"Partly" means the AI can state confirmed facts and collect the client's needs, but the final "fine, Saturday at two" or "the owner agrees to a lower price" can only come from the agent.

Write these four as "always hand off".

• Price negotiation. No figure other than the asking price should come from the AI.
• Contract terms. How a breach is calculated, whether the lease can end early, how the deposit is deducted: these are all contract interpretation.
• Loans and tax. Loan-⁠to-⁠value, interest rates and tax amounts depend on personal circumstances and on the rules of lenders and tax offices.
• Anything that needs the property disclosure statement (不動產說明書). Title, detailed floor areas and defects are, by law, what an agent explains with that statement in hand.

Qualify the lead with three questions, then hand over to the agent

A client's first line is usually just "still available?". Let the AI ask three more questions after answering, and you will not have to start from zero when you take over. Three is enough. By the fifth question the client has gone to ask the next agent.

After asking, the AI does only two things: it sends you the three answers as a short summary, and it tells the client when the agent will be in touch. It does not judge whether this client is "serious", and it does not stop replying because the budget is low.

How should a listing inquiry flow?

The chart below is a suggested flow once a DM arrives. The point is the order: separate out repairs and complaints, then check the listing status, and only then ask about needs.

The "listing status up to date" box depends on how often you tidy your listing sheet. If a sale or delisting is not reflected there, the AI should not answer whether the property is still available; it can only say "I will ask the agent to confirm and get back to you."

How do you write listing details and office rules for the AI?

How well an AI answers depends mainly on what you give it. An agency or property manager needs at least four documents: a listing sheet, the viewing process, the repair process, and a list of things the AI may never promise. For the full method, see How to write AI customer service rules. This section covers only what is specific to this trade.

Listing sheet: only details the agent has confirmed and that match the advertisement

The AI will repeat what you give it word for word, so the listing details it holds should be the same text as the advertising copy that followed a signed mandate and was confirmed by the agent. Floor area, building age, floor and price all follow that copy. For any field that is not filled in, the AI answers "I will ask the agent to confirm this." Do not let it infer anything from photos or descriptions.

Viewing process: state who confirms the time

Write down when viewings are possible, how far ahead to book, how the meeting point is communicated and whether ID is needed. The time is always confirmed by the agent; the AI only collects two or three slots that suit the client.

Repair process: separate urgent from routine

Property managers should split repairs into two classes. For urgent cases such as leaks, power cuts, a smell of gas or a lock that will not open, state the emergency number and who is notified at once. For routine faults, state what to collect and how soon someone will be in touch. For a smell of gas, the reply itself should tell the tenant to leave the premises and contact the gas company or call 119 (Taiwan's fire and ambulance number), not wait for a message.

What the AI must never promise

This is the most important part. Write the prohibitions as rules. Do not expect the AI to work out the boundaries by itself.

The template stays in Chinese because the AI will be answering Taiwanese clients in Chinese. Its six blocks are: basics (brokerage name, services, area, hours, phone and emergency repair number), the listing sheet, viewings, repairs, cases that always go to a person, and things that must not be said.

【房仲與代管知識與規則範本】（括號內換成你的內容）

一、基本
經紀業名稱：（公司或商號全名）
服務項目：（買賣／租賃／包租／代管）
服務區域：（行政區）
服務時間：（時段），休息日：（星期）
聯絡電話：（電話），緊急報修電話：（電話）

二、物件清單（只放經紀人確認過、與廣告一致的內容）
（物件編號）｜（類型）｜（區域與路段）｜（刊登價格或租金）｜（狀態：可看／斡旋中／已成交）
每個物件可回答的項目：（格局、樓層、管理費、車位、可否寵物、可否開伙、最短租期）
清單上沒有的項目：一律回「我請經紀人確認後回覆」

三、看屋
可帶看時段：（時段），需提前（幾）小時預約
帶看時間一律由經紀人確認

四、報修（代管）
急件：漏水、停電、瓦斯味、門鎖故障，立刻通知（負責人）並提供緊急電話
一般件：收地址、房號、狀況、照片，（幾）個工作天內聯絡

五、一定轉真人
議價與任何價格以外的數字；合約條款、違約與押金扣抵；
貸款、稅費與法律問題；產權、面積細項與屋況瑕疵；
斡旋、下訂、簽約；租客與房東之間的爭議；所有客訴

六、不可以說
不說清單以外的坪數、屋齡、價格或租金
不預測房價或租金漲跌，不說投資報酬率或增值空間
不保證貸款成數、利率或核貸結果
不做稅務或法律結論
不說「屋主急售」「很多人在看」等未經確認的說法
不評論其他仲介、建案或屋主
不提供屋主、租客或其他客人的個人資料

The last block says, in order: do not state any floor area, building age, price or rent that is not on the sheet; do not predict price or rent movements or mention investment returns or appreciation; do not guarantee a loan-⁠to-⁠value ratio, interest rate or loan approval; do not draw tax or legal conclusions; do not use unconfirmed lines such as "the owner needs a quick sale" or "lots of people are viewing"; do not comment on other agents, developments or owners; do not give out personal data of owners, tenants or other clients.

Why ban even "lots of people are viewing"? If it is not true, it is untrue advertising and sales content. If it is true, it should come from the agent who knows the actual situation.

15 copy-⁠ready reply templates for agents and property managers

Replace the brackets with your own details. Every template contains three things: an answer, a next step and a way to reach a person. You can paste them into LINE auto-⁠response messages or use them as example replies for an AI. The templates stay in Chinese because your clients will read them; each has a one-⁠line English gloss. For LINE keyword setup, see LINE auto-⁠reply setup and examples; for an all-⁠industry set, see Customer service reply templates.

First message

Gloss: names the brokerage and agent, asks for the listing name or number, or else the area, budget and move-⁠in timing, and says when the agent will reply.

您好，這裡是（經紀業名稱）（經紀人稱呼）的服務帳號。
想詢問物件，請告訴我物件名稱或編號。
還沒有鎖定物件，也可以告訴我：想找的區域、預算範圍、預計入住時間。
經紀人帶看中無法即時回覆，需要本人回答的問題會在（時間）前回您。

Is it still available

Gloss: states the current listed status, asks for a preferred viewing time, and notes that the agent's final confirmation prevails.

謝謝詢問（物件名稱或編號）。
目前刊登狀態：（可預約看屋／斡旋中／已成交）
（可預約看屋時）方便的話請告訴我您想看屋的日期與時段，經紀人確認後回覆您。
實際狀態以經紀人最後確認為準。

Listing sold or withdrawn

Gloss: says the listing is no longer available and offers to have the agent suggest others based on area, budget and timing.

謝謝詢問，（物件名稱或編號）目前已（成交／下架）。
如果您願意，可以告訴我想找的區域、預算範圍與預計入住時間，
經紀人會依您的條件整理合適的物件，在（時間）前回覆您。

Price, rent and fees

Gloss: lists the asking price or rent, management fee, parking and other fees, and says the service fee follows the authority's standard and the firm's posted method, explained by the agent.

（物件名稱或編號）刊登條件
（售價／租金）：（金額）
管理費：（金額／已含）
車位：（有／無／另計）
其他費用：（項目）
服務報酬依主管機關規定的標準與本公司揭示的收費方式計收，細節由經紀人向您說明。

Three questions to confirm needs

Gloss: asks for area and layout (or number of occupants and pets), budget range and expected move-⁠in date, then promises contact from the agent.

為了讓經紀人準備得更完整，想先請教三件事：
1. 想找的區域與格局（或居住人數、有沒有寵物）？
2. 預算的大概範圍？
3. 預計什麼時候入住？
收到後我會整理給（經紀人稱呼），在（時間）前與您聯絡。

Booking a viewing

Gloss: collects the listing, two or three possible times, headcount and phone number, and asks the client not to set off until the agent confirms.

好的，幫您登記看屋。請提供：
想看的物件：
方便的日期與時段（可以給兩到三個）：
看屋人數：
聯絡電話：
時間由經紀人確認後回覆您，確認前請先不要出發。

Pre-⁠viewing reminder

Send this one only after the agent has confirmed the time.

Gloss: reminds the client of the viewing time, listing, meeting point and the agent's name and phone.

（稱呼）您好，提醒您（日期）（時段）看屋。
物件：（物件名稱或編號）
集合地點：（地點）
帶看經紀人：（姓名）（電話）
臨時無法前來，請回覆這則訊息或直接來電。

Location and commute

Gloss: gives the district and road, the nearest public transport and confirmed nearby amenities, and suggests walking the route at the viewing.

（物件名稱或編號）位於（行政區與路段）。
最近的大眾運輸：（站名）
周邊：（市場／超商／公園，依已確認的內容填寫）
實際步行時間因人而異，建議看屋時順路走一次。

Pets, cooking and parking

Gloss: states the owner-⁠confirmed rules on pets, cooking and parking, and offers to have the agent ask the owner about exceptions.

（物件名稱或編號）屋主已確認的規則：
寵物：（可／不可／需先討論）
開伙：（可／不可）
車位：（有／無／另租）
想談例外的話，我請經紀人向屋主確認後回覆您。

Deposit and contract

Gloss: states the listed deposit and minimum lease, and says the agent explains the contract clauses in person before signing.

（物件名稱或編號）刊登的基本條件：
押金：（幾）個月租金
最短租期：（期間）
合約內容與各項條款，會由經紀人在簽約前當面向您說明。
有特別想確認的條款，可以先告訴我，我一併轉給經紀人。

Loans and taxes

Gloss: declines to give any figure because loans and taxes depend on personal circumstances and on lenders and tax offices, and says the agent will be in touch.

謝謝您的提問。
貸款成數、利率與各項稅費，會依您的個人條件與金融機構、稅捐機關的規定而不同，
這裡沒有辦法給您數字，以免誤導。
我請經紀人與您聯絡，說明可以向哪些單位確認，（時間）前回覆您。

Price negotiation

Gloss: acknowledges the offer, says no figure can be given here, and passes it to the agent.

收到您的想法，謝謝。
價格的部分需要由經紀人與屋主確認，我這裡沒有辦法回覆任何數字。
已經轉給（經紀人稱呼），會在（時間）前親自與您聯絡。

Routine tenant repair

Gloss: asks for address and unit, the faulty item, photos and when a technician can visit, and states the contact time.

收到您的報修，謝謝告知。
請提供：
地址與房號：
故障的設備與狀況：
照片或影片：
方便師傅到場的時段：
我們會在（幾）個工作天內與您聯絡安排。

Urgent repair

Gloss: says a person has been notified, gives the emergency number, tells the tenant to leave and contact the gas company or call 119 if there is a smell of gas, and asks for a photo and phone number.

收到，這屬於緊急狀況，已經立刻通知（負責人稱呼）。
請直接撥打緊急電話：（電話）
如果聞到瓦斯味，請先離開現場，並聯絡瓦斯公司或撥打 119。
方便的話請傳一張現場照片，並留下可以聯絡您的電話。

Dissatisfaction and complaints

Gloss: apologises, asks for the date, listing and what happened, and promises personal contact from the person in charge by a stated time.

很抱歉讓您有不好的經驗，謝謝您願意告訴我們。
方便的話，請告訴我發生的日期、物件與經過。
這則訊息我已經轉給（負責人稱呼），（時間）前會親自與您聯絡。

When you finish, send each of the 15 to yourself as if you were the client, especially "is it still available". However fast the reply, a stale listing status just sends the client on a wasted trip sooner.

LINE, or Instagram and Facebook, as the main channel?

A common setup for agents is Instagram and Facebook for listing photos and videos, and LINE for clients already in contact. Property managers talk to tenants and landlords almost entirely on LINE. When messages arrive on both, decide which side is "where viewings are arranged and follow-⁠up happens".

Facts FRIDAI Editorial confirmed on official pages today:

• LINE's official manual says that when a keyword condition is met the keyword response takes priority. Matching ignores letter case and full-⁠width versus half-⁠width, the limit on registered keywords is 51, emoji cannot be keywords, and a sending period can be set by date or time.
• LINE's official FAQ lists the light-⁠usage plan (輕用量方案) at NT$0 per month with 200 free messages, and notes that plan prices change from 1 November 2026. See LINE's official announcement for details.
• Meta's developer policy page says a business has up to 24 hours to respond to a user, and that the Human Agent tag lets a person reply manually within a 7-⁠day period. These are the rules for tools connected through the API; the permissions you actually get depend on Meta and the tool you use.

Our suggestions:

• Many listings, clients arriving from posts: let Instagram and Facebook DMs answer listing status and ask the three questions, then ask the client to add your LINE once a viewing is set, so reminders and contact happen there. Fifty-⁠one keywords will not hold every listing number, so this case suits an AI that answers from a listing sheet.
• Sublease and property management: make LINE the main channel, with a rich menu (the button panel at the bottom of a LINE chat) offering "Report a repair", "Payment info" and "Contact the manager". For button layouts, see How to plan a LINE rich menu.
• Individual agents: separate your personal LINE from an Official Account used for service. With client needs kept in the Official Account, nothing is lost when you hand over or take leave.
• For designing the path from a DM all the way to a viewing, see the Conversational commerce guide.

Meta's 24-⁠hour rule matters more than usual for agents. Buying a home is a long decision, and a client may answer you two weeks later. After the window closes there are limits on whether an API-⁠connected tool can message first, so move important clients to LINE or get a phone number.

Property advertising and agents' duties are regulated

Please read this part carefully. FRIDAI Editorial is not a lawyer. What follows cites only the text shown today in Taiwan's Laws and Regulations Database; whether something is a violation is decided by the land administration and fair trade authorities, and if in doubt you should ask your local land administration office.

Real Estate Broking Management Act: advertising must match the facts

According to the Real Estate Broking Management Act (不動產經紀業管理條例) as published in the Laws and Regulations Database:

• Article 21 states that a brokerage may advertise and sell only after signing a mandate contract with the client, that advertising and sales content must match the facts and state the brokerage's name, and that where the content does not match the facts the brokerage is liable for damages.
• Article 19 states that a brokerage or its agents may not collect a price difference or other remuneration, and that those doing brokerage must charge on the actual transaction price or rent according to the remuneration standard set by the central authority. Anything collected in breach must be returned to the payer doubled, with interest.
• Article 20 requires those doing brokerage to display the remuneration standard and how it is charged in a prominent place at the business premises.
• Article 22 lists the documents that must be signed by a licensed broker assigned by the firm, including the mandate contract, the offer, the earnest-⁠money receipt, the advertising copy, the property disclosure statement and the lease or sale contract.
• Articles 23 and 24 require agents to explain the property to the other party using the property disclosure statement, and to deliver that statement when the lease or sale contract is signed; the statement is deemed part of the contract.
• Article 29 sets a fine of NT$60,000 to NT$300,000 for breaching Article 19 paragraph 1 or Article 21 paragraphs 1 and 2.

The meaning for AI customer service is direct. Answering questions about a listing in DMs is part of your sales content, and it must match the facts in the same way. Advertising copy must by law be signed by a licensed broker, so an AI has no standing to produce a fresh property description of its own. The service fee must follow the authority's standard and be displayed publicly, so the AI should not quote a figure or agree to a discount.

Fair Trade Act Article 21: no false or misleading representations

Article 21 of the Fair Trade Act (公平交易法) states that a business may not, on goods or in advertising or by any other means of making something known to the public, make false or misleading representations about matters relating to the goods that are sufficient to affect a transaction decision; the rule applies to services as well. Article 42 of the same act sets fines of NT$50,000 to NT$25 million, and the authority may fine repeatedly if the conduct is not corrected by the deadline.

Sublease and property management: Rental Housing Market Development and Regulation Act

If you run a sublease or property-⁠management business, Article 3 of the Rental Housing Market Development and Regulation Act (租賃住宅市場發展及管理條例) defines both the rental housing management business and the sublease business. Article 7 states that the deposit may not exceed two months' total rent. Article 13 requires rental housing advertising to match the facts and to state the name of the rental housing service business. Article 32 lists the documents that must be signed by a full-⁠time rental housing manager, including the lease, the statement of current condition, the handover records and receipts for rent and deposit.

What this means for AI customer service

• The listing details the AI answers from come only from the one version the agent has confirmed and that matches the advertising copy.
• State the brokerage's name in the welcome message and the account name.
• For questions on floor area, title or defects, the reply is "the agent needs to explain this to you using the property disclosure statement", followed by a handoff.
• Write "do not predict price movements, do not discuss investment returns, do not guarantee loans, do not draw tax or legal conclusions" into the rules, item by item.
• Listed terms such as deposit and lease length can be stated as they are. How a clause is interpreted and whether it can be changed always goes to a person.

Five common pitfalls when an agency adopts auto-⁠replies

• The property sold, but the sheet was not updated. The AI goes on politely booking viewings for a home that is gone.
• Letting the AI write listing descriptions. They read well, but nobody checked them and no broker signed them.
• Asking too many questions at once. Three is qualifying; ten is a survey, and clients did not come to fill in a survey.
• Letting the AI answer loan and tax questions. A right answer earns you nothing, and a wrong one is your responsibility.
• Putting urgent repairs in the same queue as general inquiries. A leak does not wait for office hours.

FAQ