"Is It Still Available?": Reply and Book the Viewing

It arrives through Rightmove, WhatsApp or email, almost always in the same words: "Hi, is this property still available?". It is the most common first message an estate agent receives. It is also one of the most wasted.

The usual reply is a simple "Yes, it is." The buyer reads it, has no idea what to say next, and the conversation quietly dies. Not because they weren't interested, but because nobody gave them a next step. This guide shows how to reply so that one-line enquiry ends with a viewing in the diary.

Why this message is so common (and so badly handled)

For buyers and tenants, "is it still available?" is the easiest way to start. It doesn't require them to share a budget, a timeline or any commitment. Many portals even offer it as a pre-written message. So the sender could be a casual browser, or a buyer with a mortgage in principle who is messaging five agents at once.

A bare "yes" hands all the work of keeping the conversation going back to the buyer. And the buyer, with a dozen other listings open, simply moves on to the next agent who makes life easier.

Speed matters more than perfection

Someone asking whether a flat is available has the listing open right now. A few minutes later, they're looking at another one. Replying while interest is still warm makes a huge difference to whether the conversation continues.

Switch on notifications for the portals and WhatsApp Business on your phone.
Keep quick replies ready so you never start from scratch.
Set a personal rule: during office hours, reply in minutes, not hours.
Out of hours, use an auto-reply that confirms receipt and says when you'll be in touch.

The structure of a great reply

A good reply has four parts and fits in a few lines:

Confirm: yes, it's available (or the real situation).
Value hook: one line about something the listing doesn't show well, such as the evening light, the view or the quiet street.
One qualifying question: just one, and easy to answer.
A concrete viewing proposal: two time options, never "whenever suits you".

Two specific options make the decision easy. An open "when are you free?" makes the buyer think, and people who have to think tend to put things off.

Reply scripts

"Morning, Sarah! Yes, the two-bed flat on Elm Road is still available. The living room gets sun all afternoon, which is one of its best features. Are you looking to buy for yourself? I can show you round on Thursday at 6.30pm or Saturday at 11am. Which works better?"

Email

"Hi James, thanks for your enquiry. The three-bed semi on Park Lane is still available. One thing the photos don't really show: the kitchen was completely refitted last year. So I can prepare for the viewing, are you in a chain, or would you be a chain-free buyer? I have Tuesday at 7pm or Wednesday at 1pm free. Just let me know which suits."

Portal message

"Hello! Yes, it's still available. I can send you a short video of the property on WhatsApp if that helps. Do you already have a mortgage in principle, or are you still at that stage? I could book you in for Friday at 6pm or Saturday at 10am."

When the property is under offer or sold

Even without that property, the enquiry still has value. Pivot the reply to alternatives and capture the buyer's search criteria:

"Hi Emma, this flat went under offer yesterday, but I have two similar homes in the same area, and one isn't even on the portals yet. So I can send you the right ones: what's your maximum budget, and what's essential for you (parking, outdoor space, number of bedrooms)?"

If a sale has been agreed but contracts haven't been exchanged, say so and offer to keep the buyer on a back-up list in case it falls through.

Qualify without interrogating

The goal isn't to fill in a form in the first message. It's to ask one question at a time over the course of the conversation, always framed around helping the buyer. The four essentials:

Timing: "Do you have a moving date in mind?"
Finance: "Have you spoken to a lender yet, or would an introduction to a mortgage adviser help?"
Must-haves: "What's the one thing your next home has to have?"
Selling another home: "Do you have a property to sell first?"

Asked one by one, these questions come across as genuine interest rather than screening.

Send a short video to pre-sell the viewing

A 30 to 60 second video sent with your reply does two things: it keeps the buyer engaged with that specific property, and it warms them up for the viewing. Someone who turns up having watched the video already knows the layout and arrives more motivated.

With imovpro.ai, you can create that video in minutes from the listing photos, with no filming. Keep it saved on your phone, ready to send whenever another "is this still available?" comes in.

Follow-up sequence if there's no answer

Same day: "Here's a short video of the property to watch when you have a moment. If either time works, just let me know."
Next day: "Morning! We've had another viewing request on this one. Shall I hold a slot for you?"
Three days later: "Are you still looking in the area? I have a couple of similar homes if you'd like to compare."
Seven days later: "I don't want to chase you. If your search has changed, tell me what you're after now and I'll let you know when the right place comes up."

Every message should bring something new: a video, a detail, an alternative. Never just "any thoughts?".

Using templates without sounding robotic

Quick replies save time, but buyers can tell when they've received a generic text. The rule is simple: the template gives the structure, you personalise two things. The buyer's name and one specific detail about the property are enough to make the message feel written for that person. It helps to keep one template per property type, or one for each featured listing, with the value hook already written.

Track what works

Two metrics are enough to improve this process:

Response time: how long passes between the enquiry and your first reply.
Enquiry-to-viewing rate: what share of these enquiries ends in a booked viewing.

Logging these in a simple spreadsheet or your CRM for a few weeks quickly shows which scripts and time slots convert best.

Common mistakes

Replying with just "yes" or "it's available".
Taking hours, or leaving it until the next day.
Firing off five qualifying questions in one message.
Asking "when are you free?" instead of offering times.
Saying only "it's sold" and losing the buyer.
Follow-ups that simply repeat the same question.
Copy-pasted templates without the buyer's name or any property detail.

8-step checklist

Reply within minutes whenever possible.
Confirm availability (or the real situation).
Add a value hook about the property.
Ask a single qualifying question.
Offer two concrete viewing slots.
Send a short property video.
If it's under offer or sold, suggest alternatives and capture criteria.
Run the follow-up sequence and log the outcome.

Frequently asked questions

Should I reply by message or call straight away?

Reply first on the channel the buyer used. If the conversation moves forward, suggest a quick call. Ringing someone who chose to send a message can feel intrusive.

What if the buyer immediately asks for the lowest price?

Don't negotiate by message before a viewing. Explain that the vendor considers formal offers and that the viewing is the best way to see whether the home is right for them.

Is it worth following up with someone who didn't reply?

Yes, with a short sequence and something of value in every message. Many buyers were simply busy. After the fourth message, stop and leave the door open.

Does the video replace the viewing?

No. The video filters and builds excitement. People who book after watching it arrive closer to a decision.

Conclusion

"Is this still available?" isn't a yes-or-no question. It's a request for help disguised as a short message. The estate agent who replies quickly, adds value, asks one question and offers two times turns the most common enquiry in the market into a diary full of viewings.

Want a ready-made video for every listing so you can reply with more impact? Try imovpro.ai and create a professional video from your property photos in minutes.

"Is This Property Still Available?": How Estate Agents Reply and Turn the Enquiry into a Booked Viewing