Answers customers, sells and gives you your time back
WhatsApp chatbot for real estate agencies in Brazil, with a real estate CRM included
What CertuAI measured on the WhatsApp of 67 businesses
Across the 67 businesses that answer with CertuAI's AI, 32.5% of the 122,720 customer messages arrived outside Monday to Friday, 8 a.m. to 6 p.m. (July 30 to September 30, 2026). Half of the AI's replies went out within 11.7 seconds, and 9 in 10 within 20.7 seconds (38,908 replies). 34.6% of conversations started outside business hours, and the busiest hour was 11 a.m.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% | 122,720 customer messages from 67 businesses |
| Weekend messages | 15,8% | 122,720 customer messages from 67 businesses |
| Conversations that start outside business hours | 34,6% | 19,900 conversations |
| Time until the AI replies (half of the replies) | within 11.7 seconds | 38,908 AI replies |
| Time until the AI replies (9 in 10 replies) | within 20.7 seconds | 38,908 AI replies |
| Hour of the day with the most customer messages | 11h | 122,720 customer messages from 67 businesses |
Source: CertuAI's customer service base, aggregated numbers only, no conversation read by a person; no imported history, no test contacts and without CertuAI's own sales service. July 30 to September 30, 2026, measured on Oct 9, 2026. Imobiliária Rodrigues & Ribeiro, a real estate agency, already uses CertuAI to answer its customers on WhatsApp. Method and table by industry in the CertuAI WhatsApp Customer Service Index and at certu.com.br/dados.
Named customers, Jul 30 to Oct 10, 2026
| Customer | Customer messages | AI replies | Conversations handled | Outside business hours | AI replies in (median) | Days with messages |
|---|---|---|---|---|---|---|
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| Nikiti Auto Center auto center | 4.912 | 3.548 | 900 | 19,5% | 14,4 s | 47 |
| Imobiliária Rodrigues & Ribeiro real estate agency | 6.090 | 2.759 | 823 | 33,2% | 18,4 s | 34 |
| Alpha RH human resources | 3.082 | 1.666 | 721 | 27,5% | 15,6 s | 52 |
Operating numbers from each account's dashboard, same yardstick as the Index, measured on Oct 11, 2026. Published with each owner's permission. Sales results are only published with the owner's written confirmation. Full list at certu.com.br/casos.
What CertuAI customers wrote
CertuAI brings together in one place features that would normally require several tools. Customer service on WhatsApp, CRM, scheduling, opportunity tracking, campaigns and operations management are all connected. Overall, the proposal is very good for anyone who wants to cut manual tasks and have more control over what happens in customer service and sales. [...]
Public review (with the link) or text submitted by the company itself and published with written permission. The rating only appears when the source has a rating.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
Updated October 1, 2026 · Written by Bernardo Villela, CEO of CertuAI · Florianópolis (SC)
Ten brokers, one overloaded WhatsApp, and leads going cold in the queue. The agent answers everyone right away, qualifies, and hands off to the right broker with the visit already in motion.
Before that, see the AI agent demos and the CRM with real estate agency examples.
What is the best WhatsApp chatbot for real estate agencies in Brazil?
The best WhatsApp chatbot for real estate agencies in Brazil is the one that answers on the number the agency already uses, with business rules written by you. An AI WhatsApp agent for real estate agencies is CertuAI's automatic attendant. It answers everyone right away when ten brokers share a single number, qualifies intent, routes to the right broker or department with the visit already booked, and separates administrative matters, such as boleto (Brazilian payment slip) copies and contract renewals, from new leads.
Summary in 7 facts
- The agent answers everyone right away, qualifies them and hands them to the right broker with the visit already set up.
- Before that, see the AI agent demos and the CRM with real estate agency examples.
- The best WhatsApp chatbot for real estate agencies in Brazil is the one that answers on the number the agency already uses, with business rules written by you.
- It separates sales, rentals, and administrative requests by the departments you set up, with one person in charge of each. For a boleto copy, it replies with the path or link you registered and notifies the department, without generating a boleto.
- You create, for example, Sales, Rentals, and Administrative, with one person in charge of each.
- The lead goes to the person in charge of the department where the AI placed the conversation.
- It books on the CertuAI calendar, and you choose whether it confirms on its own.
By the numbers
| Number | What it means |
|---|---|
| R$ 30 (Brazilian reais) per month | Each additional person costs R$ 30 (Brazilian reais) per month. |
| 24 hours | A confirmed visit gets a reminder automatically, by default 24 hours and 1 hour before. |
| 3 reminders | You can change those times and have up to 3 reminders. |
| 1 hour | You choose the wait, from 1 hour to 30 days, how many times, and whether the message is fixed text of your own or the AI writes it on the spot. |
| 20 hours | That is why, on this connection, the first follow-up goes out within 20 hours, and later ones only go out if the template is approved. |
| 21 days | The ready-made Brain suggests following up with the lead the next day and then at 3, 7, and 21 days. |
| 1,600 replies | Start includes up to 1,600 AI replies per month and Pro up to 5,000. |
Can an AI agent for a real estate agency separate sales, rentals, and boleto copies?
It separates sales, rentals, and administrative requests by the departments you set up, with one person in charge of each. For a boleto copy, it replies with the path or link you registered and notifies the department, without generating a boleto. You create, for example, Sales, Rentals, and Administrative, with one person in charge of each. The AI reads the whole conversation, works out which department the topic belongs to, and sends the notice to the person in charge of that department, not to you. The client's card in the CRM shows the department and the name of the person in charge. With no department set up, nothing changes: everything keeps arriving in the same place.
When the client has not said enough yet, such as a “hi” or a “good afternoon,” or when the topic fits no department, the AI does not guess the closest one. It leaves the conversation without a department, and the notice goes to you. That way the wrong person's phone does not ring, and the right person is not left unaware.
Boleto copy: the AI does not generate a boleto and does not query the agency's billing system. What it does is reply with the path you wrote in the Brain, such as where the tenant gets the copy and who to talk to, and notify the person in charge of the department. If you registered the link to the tenant area, it can send that link. It never makes up a barcode: a number that is not in your records does not come from it.
Contract renewals and maintenance requests follow the same path: the AI understands the topic and notifies the department. CertuAI does not have a maintenance ticket module with a number and a deadline. The request stays in the conversation and in the CRM contact, and your team resolves it. The short answer is in: does the agent separate sales, rentals, and administrative requests?
There is a second way, for those who already have one WhatsApp per department: the department menu. The main number sends a menu, the client taps “Rentals,” for example, and gets a button that opens a new conversation on the rentals WhatsApp, with the message already written. Whoever answers that number gets a notice with the client's name and phone number. In the menu the AI does not chat: the main number only routes.
| The request | The department that receives it | What the AI answers |
|---|---|---|
| "I want to buy a two-bedroom apartment" | Sales | Asks the qualifying questions one at a time and offers a visit time |
| "I want to rent near downtown" | Rentals | Asks about neighborhood, bedrooms, budget, and guarantee, and offers a visit time |
| "I need a copy of my boleto" | Administrative | Sends the path or link you registered; does not generate a boleto or write a barcode |
| "There is a leak in the apartment" | Administrative | Notifies the person in charge; does not open a ticket with a number and a deadline |
| "I want to leave the property before the end of the contract" | Administrative | Answers what you wrote about early termination and notifies the person in charge of the department |
How does the AI decide which broker gets the lead?
By the topic of the conversation. The lead goes to the person in charge of the department where the AI placed the conversation. Splitting by neighborhood, by weekend schedule, or by property type does not exist today in CertuAI.
If the person in charge of the department is someone on your team in the dashboard, the lead's card becomes theirs, and they can see the lead. If you change the person in charge by hand, the AI does not override your change.
Splitting leads among several brokers only happens in the department menu. There, a department can have more than one number: clients are split in rotation, and anyone who was already sent to a broker always goes back to the same one. That way each broker's portfolio does not get mixed. With the AI answering on the main number, there is no rotation: the notice goes to the person in charge of the department.
The lead arrives with what the AI gathered in the conversation. The real estate pipeline already comes with the stages Lead, Visit scheduled, Offer, Contract, and Lost, and each deal has the fields Property, Type (Sale or Rental), and Visit. The ready-made Brain tells the AI to confirm those three details in every first conversation, one question at a time.
How many people can use the dashboard: 5 on Start, 10 on Pro, and 25 on Max, counting you. Each additional person costs R$ 30 (Brazilian reais) per month.
Does the AI book the visit on the broker's calendar?
It books on the CertuAI calendar, and you choose whether it confirms on its own. On a new account it does not confirm: it tells the client it will confirm, and the request reaches you with the day and time for you to approve. If you turn on automatic booking, it only confirms when the time falls within the visit hours you registered, has an open slot, is not blocked, and does not clash with an appointment of yours on your Google calendar. If any one of these fails, it becomes a request for you to approve.
In the real estate CRM this calendar is called “Visit hours,” and each slot has a name, such as “Visits to the Gaivotas apartment.” You can create one slot per property or one per broker. When the client asks for a name on the list, the AI books in that slot, and if it is full it does not switch to another broker without telling you. When nobody is requested, it uses the first slot with an opening. Choosing on its own which broker is responsible for each property is something it does not do.
The CertuAI calendar is the one that counts. Google Calendar, if you turn it on, receives a copy of each visit and shows the AI where you already have appointments. A block, such as a day off or a Saturday without visits, applies in three places at once: on the public booking page, when saving, and in what the AI offers.
If you activate the public link, the prospect can book on their own at an /agendar/ address with the nickname you choose. Two people tapping the same time at the same moment do not both get the slot: the first keeps it, and the second is told it is full.
A confirmed visit gets a reminder automatically, by default 24 hours and 1 hour before. You can change those times and have up to 3 reminders. There is also the day-before reminder, which goes out the previous day at a time you choose, and which you turn on if you want it.
Does the AI know which properties are available and send photos?
It knows what you wrote in the Brain and sends the photos you uploaded. It does not read the real estate system, does not read the portal, and does not find out on its own that a property was rented yesterday.
The portfolio goes in as text entries, like the “Featured properties” entry in the ready-made Brain for real estate agencies, with the entries open to copy: one property per line, with street, sale or rental, bedrooms, parking spots, price, and one selling point. Photos go in as Brain images, and the AI sends the right photo in the middle of the conversation.
The ready-made Brain forbids the AI from promising availability without confirmation. It says “I'll confirm availability and get back to you” and moves on to the visit. It also does not make up square footage, number of bedrooms, condo fee, or property tax: what is not written, it says it will confirm. If the client saw a different price on the portal, it does not argue and says it will check.
If the client sends a screenshot of the listing, the AI reads the image and answers about what is in it.
A ready-made integration with a real estate system or a listing portal does not exist. Anyone who wants the information to come from their own system has two paths, both with a developer on your side: your own webhook, which notifies an address on your system about what happens in the conversation, and the CertuAI API, which lets your system save and update Brain entries and products, including marking an item as no longer for sale.
What happens to a lead that disappears after the first conversation?
It gets a follow-up message on its own, if follow-up is turned on. On a new account it comes turned on: one message 24 hours after the AI's last reply and another 24 hours after that, and then it stops. You choose the wait, from 1 hour to 30 days, how many times, and whether the message is fixed text of your own or the AI writes it on the spot.
It only sends the follow-up when it was the one who spoke last. It does not send to someone who said goodbye (“thanks,” “cheers”) or to someone who said they will come back (“I'll think about it,” “I'll let you know”). A follow-up that missed its time by more than a day does not go out late. And if you move the lead's card to another stage by hand, the follow-up for that conversation stops; if the client writes again, it takes effect again.
On the official Meta connection, after 24 hours without a message from the client, the business can only write first with a message template approved by Meta. That is why, on this connection, the first follow-up goes out within 20 hours, and later ones only go out if the template is approved. This is a Meta rule, not a CertuAI choice.
There are also two options you turn on separately: a sequence in minutes, with your own text for each attempt, which never sends anything to someone who already has a visit booked or to a deal that is won or lost; and a follow-up after the price, which sends a message of yours if the client goes quiet after receiving a price, at most once a day.
The ready-made Brain suggests following up with the lead the next day and then at 3, 7, and 21 days. That is a suggestion written in the entry, not what goes out on its own: the real wait is the one you configure. Someone who comes back after days does not get the script from the beginning: the AI reads a summary of what the person already said and when. Also read how real estate agencies use AI to avoid losing leads.
Does the AI answer on Saturday, Sunday, and at 11 pm when the lead comes from an ad?
It does, unless you told it to stop outside business hours. With no business hours turned on, it answers at any hour, the same way it answers during the day.
If you turn on business hours, you choose what happens when you are closed. In simple mode, it sends your closed message, without repeating it on every message, or stays silent, and does not chat. In triage mode, it keeps asking the qualifying questions and closes with your message and the time you are back, calculated by the system. While closed, it does not book, does not confirm, and does not offer visit times. For an agency that receives leads on weekends, triage is the mode that does not lose the conversation.
Someone who arrives through a Facebook or Instagram ad that opens WhatsApp comes in with the ad identified: the AI receives the title of the ad the person clicked and answers about that offer, and the card records which ad it came from. See how to turn it on for ads that open WhatsApp directly.
A portal lead that arrives by email does not become a WhatsApp conversation on its own: CertuAI does not pull that email. The AI answers whoever writes to your WhatsApp, including whoever taps the WhatsApp button on an ad. A client who sends audio gets a written reply, because the AI turns the audio into text before answering.
Start includes up to 1,600 AI replies per month and Pro up to 5,000. Start has 1 connected WhatsApp number, which is the number the agency already uses; Pro and Max have 3.
When does the AI stop and hand the conversation to the broker?
Whenever the client asks to talk to a person, and, with the ready-made Brain, when they make an offer, ask for a discount, or talk about a contract. It says it will call someone, stops answering in that conversation, and sends the notice to you or to the person in charge of the department. It does not negotiate price.
In the ready-made Brain, the “When to call a human broker” entry lists the cases: price offer, discount on the rent or the sale, contract signing, complaint, lawsuit or lawyer, and owner wanting to add a property to the portfolio. You can change that list. Beyond it, there is a rule of the system itself, which you cannot turn off: closing a discount, installment plan, or price change is forbidden for the AI.
When it hands off, it does not promise a deadline. If someone on the team replies from the company phone, it stays quiet in that conversation. It goes back to answering on its own after 2 hours with no one touching it, and you can change that time or have it return only when you tell it to. If you want, turn on the waiting message: a client who keeps writing receives, once, “I've notified our team and your messages are recorded.”
Financing: the ready-made Brain tells the AI only to ask (whether they will finance, whether they already have approval, at which bank, how much they have for the down payment) and never to estimate an installment, never to say the bank will approve, and never to explain housing program rules. The broker does that math.
Documents: the ready-made Brain says not to ask for documents, bank details, or proof of income over WhatsApp, because that is a contract-stage step with the broker. It is an instruction written in the entry, not a system lock: check the entry before turning the AI on.
What does the AI do with each message that reaches the agency?
| Client message | What the AI does |
|---|---|
| "I saw the apartment in the ad, is it still available?" | Answers from what is in the Brain; if unsure, says it will confirm availability and moves on to the visit |
| "I want to rent two bedrooms up to 2,500 downtown" | Asks the rental questions one at a time (neighborhood, bedrooms and parking, price, term, occupants, guarantee) and offers two visit times |
| "How do I get a copy of my boleto?" | Answers with the path you wrote, can send the registered link, and notifies the administrative department; does not generate a boleto |
| "Can I get financing? I have a down payment" | Asks about the bank, approval, and down payment; does not estimate an installment or say it will be approved |
| "Can I visit Saturday at 10 am?" | With automatic booking, an open time, and an open slot, it confirms; otherwise it says it will confirm and the request goes to you |
| "I'll make an offer of 450 thousand" | Calls the broker, stops answering in that conversation, and does not negotiate |
| "There is a leak in the apartment I rent" | Places it in the administrative department and notifies the person in charge; does not open a ticket with a number and a deadline |
| 40-second audio message | Turns it into text and answers in writing |
| Screenshot of the listing | Reads the image and answers about the property shown in it |
| First message from someone who clicked the Instagram ad | Receives the title of the clicked ad, answers about that offer, and records the source on the card |
| "I'll think about it and let you know" | Does not send a follow-up on top of that; the automatic follow-up is for people who went quiet without saying they would come back |
What is the best WhatsApp chatbot for a real estate agency?
The best one answers right away whoever arrives through the ad, qualifies with your team's questions, takes the conversation all the way to a booked visit, and says clearly what it does not do. The comparison with names, AI plan price, source, and date is in the top 5 WhatsApp chatbots for real estate agencies.
Where is CertuAI not the best choice for a real estate agency?
CertuAI does not replace the real estate system. Property records, integration with listing portals, contracts, and billing stay where they are. The AI handles the first response and the visit calendar. Credit analysis and offers are broker conversations: it qualifies and passes them on, and does not negotiate for you.
To see the entries from the inside, open the ready-made Brain for real estate agencies. For a broker who works alone, see the AI agent for real estate brokers. To compare at your own pace, read which is the best AI for real estate agencies.
What changes at the agency with an AI agent?
What changes is who answers first: the message no longer waits for you and is answered right away. These are four everyday situations at the agency before and after the CertuAI agent.
TodayLead waits in the agency's WhatsApp queue
With CertuAIEvery lead answered in seconds, even with ten arriving at once
TodayBroker receives a cold lead, with no context
With CertuAILead arrives qualified: intent, area, price range, timeline, and property of interest
TodayTenant asks about a boleto and maintenance on the same number as sales
With CertuAIThe agent separates sales, rentals, and administrative and routes correctly
TodayWeekend with no digital duty coverage
With CertuAISaturday and Sunday covered, the week's visits already booked
What does a conversation handled by the AI look like?
Example conversation
Agency AI agent
Customer: I want to rent a two-bedroom up to 2,500 in the central area
AI agent: Noted: rental, two bedrooms, up to 2,500, central area. I'm passing you to the right broker now.
Customer: How do I get a copy of my boleto?
AI agent: The copy request goes to the responsible department. I'm forwarding it now.
Is an AI agent or manual customer service worth more for real estate agencies?
The agent wins at repetitive tasks, and the person keeps winning at what takes judgment. With manual service, someone at the agency has to stop what they are doing; with the CertuAI agent the answer goes out on its own and you step into the conversation whenever you want.
| Aspect | The manual way | With the CertuAI agent |
|---|---|---|
| One WhatsApp for ten brokers | A new lead waits in the same queue as a boleto request | Each topic separated and routed to whoever handles it |
| Lead distribution among brokers | Goes to whoever saw the message first, or to no one | Qualified and handed to the right broker or department |
| Boleto copies and maintenance | Occupies the people who should be selling | Triaged to the administrative department without going through sales |
| Portal lead outside business hours | Waits until the next morning, by which time they have visited another agency | Answered right away, with the visit in motion |
| Portfolio of leads that went cold | Disappears from the pipeline with no one reopening it | Automatic follow-up that brings the lead back into the pipeline |
What does the WhatsApp agent do for real estate agencies?
It does the customer service that is yours today. You teach the business once in the Brain, CertuAI's knowledge base, and the agent answers clients your way, with your rules.
Instant lead response
Portals, ads, and website: everyone gets an answer right away, with no queue.
Qualification and routing
Collects intent and profile and routes to the right broker or department.
Booking showings
Visit arranged in the conversation and confirmed on the day.
Administrative triage
Boleto copies, maintenance, contract renewal: each topic goes to the responsible department.
Portfolio follow-up
Leads that went cold get an automatic follow-up and return to the pipeline.
What questions do clients send on WhatsApp?
They are always the same ones, and the agent answers each of them on its own. These everyday agency messages no longer depend on you having your phone in hand.
How does the agent start answering at the agency?
In three steps, on the same day. No installation, no code and no changing the number clients already know.
Teach your business
In one conversation, you explain services, prices, hours and rules, as you would to a new employee.
The agent answers
It answers right away, schedules, follows up, and records each contact in the included CRM. You take over any conversation whenever you want.
How much does an AI WhatsApp agent cost for real estate agencies?
The Start plan costs US$ 75 per month and already includes the WhatsApp agent, your business's Brain, the CRM, automatic follow-up and the AI assistants, which come with every paid plan. Pro costs US$ 120 per month and adds the landing page, the wallet and 10 people on the team instead of 5. No lock-in contract and no setup fee.
Get started now
Create the agent, connect WhatsApp, and see it working at the agency.
Create my agentFrequently asked questions from real estate agencies
Can an AI agent for a real estate agency separate sales, rentals, and boleto copies?
It separates sales, rentals, and administrative requests by the departments you set up, with one person in charge of each. For a boleto copy, it replies with the path or link you registered and notifies the department, without generating a boleto. The AI does not query the agency's billing system and never makes up a barcode. With no department set up, everything keeps arriving in the same place.
Does the agent replace the brokers?
No. It handles the first response and the qualification. The broker steps in with a hot lead and the context ready.
How does it decide who gets the lead?
By topic: you set up departments (sales, rentals, administrative) with one person in charge of each, and the AI sends the notice to that person. In a department with more than one number, the department menu rotates clients, and a client always goes back to the same broker. Rules by neighborhood or by broker schedule do not exist today.
Does it handle rentals and administrative requests too?
Yes. It separates the topics and answers the operational questions you standardize, such as boleto copies and documents.
How much does it cost?
Paid plans depend on the volume of your operation.
Does the agent answer whether the property in the listing is still available?
It answers based on what is registered as available. This is the first question from nearly every lead that comes from a portal, and the one that most often goes unanswered. Availability is information that goes stale fast, so it has to come from an up-to-date list, not from guesswork.
More about real estate agencies
In what other fields does the CertuAI agent work?
In any business that serves customers on WhatsApp, because the Brain is written by you. These fields have a day-to-day closest to yours.
Where can I read more about CertuAI's WhatsApp agent?
These pages explain the same agent from another angle: how it works, price, common questions and comparisons between platforms.
- Ready-made Brain for real estate agencies, 25 open entries to copy
- Demo CRM with real estate agency examples, to try without signing up
- How the AI WhatsApp chatbot works
- CertuAI plans and prices
- How much it costs to put AI in your business
- WhatsApp AI guides, step by step
- AI blog for small businesses
- Compare WhatsApp chatbot platforms
- All fields served by the CertuAI agent
In short
Ten leads arriving at once, none left waiting: the agent qualifies them, hands each to the right broker by your rule, and separates sales from boletos (Brazilian payment slips) in the CRM.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent