Simplifying Workflows with Automated Client Communication

Simplifying Real Estate Workflows with Automated Client Communication

In real estate, we all know there are countless moving parts. Each client brings unique needs, every transaction follows its own timeline, and negotiations can vary widely. Keeping track of it all—while delivering an exceptional client experience—is no small task. Even small oversights can impact our relationships and negotiating power. That’s why having systems in place to handle the details is essential, allowing agents and administrators to focus on higher-level tasks without sacrificing service quality.

For our team, the solution lies in automated client communication.

By automating parts of our communication process, we lighten the load for agents and admins while ensuring clients feel informed and valued throughout their transaction. Of course, there are still moments when a personal phone call is necessary—especially for sensitive updates or negotiations—but automation helps us cover the smaller touchpoints that often slip through the cracks.

Here’s how we approach automated client communication using Brivity:

Start with the Brivity Transaction Profile

We begin by inputting all key dates into each transaction profile. This includes contract deadlines, contingency removals, inspection dates, and major milestones. The more detail you include, the better. You can even customize Brivity’s settings to add key dates specific to your team’s workflow.

Build Smart Auto-Plans

Brivity’s Auto-Plans are an excellent way to automate routine communication and keep everyone aligned. These plans use your key dates to trigger pre-written emails and text messages to clients.

For example, once a professional photoshoot is scheduled for a new listing, that date is added to the transaction profile. Our Auto-Plan then sends:

• Text reminders 10 days, 5 days, and 1 day before the shoot.

• An email 10 days prior with tips on how to prepare the home for staging and photography.

This approach keeps clients informed and proactive without requiring manual follow-ups.

Maintain Communication Through the Entire Transaction

We apply this same communication style throughout the process:

• Home and termite inspections: Clients receive texts and emails with scheduling details and what to expect.

• Seller disclosures: They’re notified when disclosures are sent, provided with guidance on how to complete them, and receive a thank-you message after submission.

• Closing details: Automated messages include final dates, utility transfer instructions, and reminders about where to leave remotes and keys.

Leverage Tasks for More Precise Triggers

Some steps—like sending seller disclosures—don’t follow a fixed schedule. In those cases, we rely on tasks to trigger communication.

Here’s how it works:
When the transaction coordinator receives a task to prepare and send disclosures, it’s followed by another task labeled “Check this once disclosures are sent.” Once that task is marked complete, it triggers an automated email to the client with instructions on what the disclosures are and how to fill them out correctly.

By integrating automation into your communication process, you can provide a more consistent, efficient, and personalized experience for your clients—without adding more to your plate. Small touches like these go a long way in building trust, saving time, and keeping every transaction on track.