What's New in Agency Office

WhatsApp consent is now recorded properly on every contact — not just whether they opted in, but how that consent was obtained, so you can evidence it later. Sends are gated on it automatically, and a reply of STOP opts someone out on the spot. Agencies can also connect their own WhatsApp Business number themselves through Meta, without waiting on us.

A dedicated list of every viewing still waiting on feedback, sorted by what's due first. The chase that used to depend on somebody remembering is now a page you work through — and vendors get told what buyers actually thought.

Send your own documents — sole selling rights agreements, NDAs, offer packs — out to be signed, without a separate signing product. The document is one of your own templates, merged with your own data, so five vendors means five personalised agreements in one action. Each party gets their own private link: no account, no app, no password, and only their fields to complete. The email comes from the agent's own address, not from us. Requested, signed and executed all land on the record with the rest of the relationship.

The diary has been rebuilt from the ground up and is now the default for every agency. Day, week and month views with faster drag-and-drop, and you can link a business, property, staff member or contact directly to any appointment — so the entry knows what it's about, not just when it is.

Conversations is now a shared worklist, not just a feed. Filter by Needs attention, Unassigned, Mine or Handled; assign a thread to yourself so two negotiators don't reply to the same buyer; mark it handled when it's done. A new Message Handlers role covers the people who watch the inbox, with their own unread counter alongside yours, and messages that arrive when nobody is online escalate rather than sit there.

Email your negotiators send and receive from their own mailbox is now captured intelligently and threaded into Conversations against the right person and property. No copying, no forwarding to a shared address — the full picture of a relationship is on the record even when the conversation happened in Outlook.

Push events out of Agency Office into your own systems as they happen — a price change, a status change, a new contact or business. Signed, so the receiving end can verify it came from us. Set up under Settings → Webhooks; useful for agencies running their own reporting, accounting or bespoke integrations.

Design your own brochures, particulars and letters on screen, block by block — text, coloured sections, images and collages, maps, property summaries and repeating business cards. Drag them where you want them, with snap guides and zoom. The details fill themselves in from the record, and the merge-field picker only offers fields that will actually populate. One click produces a polished, on-brand document. No Word, no going back to us for a change of layout.

Add a second step to sign-in: after their password, staff enter a short six-digit code sent by WhatsApp or email. It's free on every tier, there's nothing for staff to install, and email is always on as a reliable fallback so nobody gets locked out. On a regular work computer, staff can trust the device for 30 days. Turn it on for the whole team from Settings → Integrations.

Every client message — email, WhatsApp, Facebook and SMS — now lands in one threaded Conversations inbox, tied to the right person and property. Filter to a single channel, see the whole history on any contact or business record, and ask for an AI-suggested reply tailored to the channel that you edit and send. Nothing goes out on its own — you always stay in control.

The campaigns engine has been rebuilt around a guided wizard and a drag-and-drop email editor — or describe what you want in a sentence and let AI set it up for you: channels, subject line and a first draft, ready for you to edit. Campaigns now run properly across email, text and WhatsApp together, built from lists you create out of any contact search, with sequences that drip over days and stop the moment somebody replies.

Set up your text and WhatsApp messages once, with merge fields for names, properties and dates, then send them in a couple of taps. Perfect for viewing arrangements, vendor approvals and follow-ups — consistent, compliant, and far faster than typing each one out.

Bad email addresses get caught as they arrive — typed into Agency Office, submitted on your website, or created by the portal autoresponder — instead of quietly wrecking your delivery rate months later. Existing contacts can be checked in bulk and the dead ones archived in a batch. A self-service add-on you switch on yourself.

Launch your own branded public website — built and run by you, no code — with your live listings syncing straight from the CRM, and even a matching mobile app. Your public shopfront and your CRM finally stay in step automatically.

The only AI assistant built into a UK commercial-agency CRM that takes actions on your behalf. Ask your data in plain English — hot matches, who needs chasing, a morning briefing — and let it draft emails, book diary entries and log notes. Every write action surfaces as a confirm card you approve with one tap, with a full audit trail. Manager-tier intelligence reports surface deals at risk and opportunities being missed.

Send and receive WhatsApp Business and Facebook Messenger messages directly inside the CRM, linked to the right contact and property — no third-party bolt-on and no vendor chats trapped on a negotiator's personal phone. Includes approved business templates and a GDPR-compliant opt-in and audit trail.

The full negotiator workflow in your pocket: today's diary with one-tap navigation, property and contact lookup, photo capture straight into a listing, viewing feedback in the field, push notifications for new offers, biometric login and offline mode. Call, email and WhatsApp are a tap away — and you can chat with the AI Assistant while you're out.

A deeper commercial data model across listings and buyer records — clearer accommodation schedules, financial summaries and sector classification on properties, and richer applicant requirements that feed straight into automatic matching.

The helpdesk now includes AI-powered ticket analysis. With one click, get a structured breakdown of ticket type, complexity, estimated resolution time, and suggested next steps. Results are cached for instant re-access.

A complete visual refresh with new dark and light themes. Modern design tokens, improved contrast, updated brand colours, and a new geometric logo mark. Theme preference is saved per user.

Log time spent on support tickets directly from the reply form. Time is tracked per-message and aggregated at ticket, client, and opportunity level for accurate reporting.

Enhanced campaign scheduling with trigger-based actions. Set up automated email sequences that fire when applicants are matched, viewings are confirmed, or offers are received.

New REST API endpoints enabling multi-site agencies to share property and applicant data across brands. Sector mapping, field translation, and branded email templates per site.

Build custom reports with flexible parameters, chart overrides, and export to Word or Excel. Role-based access controls let you decide who sees what.

A brand new integrated helpdesk replacing the external ticketing system. Raise tickets with automatic screenshot capture, track status in real-time, and get AI-suggested replies. Inbound email automatically creates tickets.