Yes: a short text with the address, time, agent, and a link to the email, and an email that covers the meeting place, the buyer agreement, ID, access, and how to cancel. The Customer Booked Appointment trigger in GoHighLevel sends both the moment the showing is booked. The bottom line: a showing confirmation has to do more than repeat the time, because since August 17, 2024, a buyer working with an MLS participant needs a written agreement before touring, and agents are advised to verify who they are meeting.
What each message contains
| Message | Contents |
|---|---|
| Text, immediately | Property address, date and time, agent name and phone, and a link to the email |
| Email, immediately | The meeting place, the written agreement link if not yet signed, an ID request, parking and access notes, what to bring, and a reschedule or cancel link |
| Reminder, 24 hours before | Short text with time and place, and a request to reply C to confirm |
| Reminder, 2 hours before | Short text with the agent's phone number |
Why the agreement and ID are in the confirmation
NAR's settlement practice changes, effective August 17, 2024, require MLS participants working with buyers to enter into a written agreement with the buyer before touring a home, including live virtual tours, though not for an open house or a conversation about services. Compensation in the agreement must be objectively ascertainable, and states can add requirements, such as the North Carolina Real Estate Commission's rule that a touring agreement have a definite period and the required Fair Housing language. For safety, the Colorado Division of Real Estate advises verifying a prospective client's full name, contact information, and a photo of ID, and meeting a new client for the first time at an office or a busy public place.
Keep it equal
Send the same confirmation, with the same requests, to every buyer. A process that asks some buyers for more than others based on name, accent, or neighborhood invites a Fair Housing complaint. If the practice requires ID, require it from all.
Build it in GoHighLevel
HighLevel help center pages describe the Appointment Status trigger as firing when an appointment is created or its status changes, with statuses New, Confirmed, Cancelled, Showed Up, No Show, and Invalid, and with filters for calendar, calendar group, tag, user, and who made the change (customer, user, or API). The Update Appointment Status action can set the same statuses from inside a workflow. A third party agency guide adds that Appointment Status is now the main appointment trigger and the older Customer Booked Appointment trigger is being phased out, so use Appointment Status for new builds.
- Build a workflow with the Customer Booked Appointment trigger on the showing calendars.
- Send the text and the email, with custom values for the property, agent, and meeting place.
- Add an If/Else on whether the tag Buyer agreement signed is present. If not, send the agreement for signature and hold the showing as pending until it is signed.
- Add a task for the agent to confirm the buyer's identity and set the meeting place.
- Add the reminders from the table, and a link to reschedule.
- Do not store ID images in the CRM. Use a secure verification method and record only that the check was done.
Worked example
For example, a team that books 80 showings a month and sends the confirmation with the agreement step saves a coordinator from chasing 80 agreements one by one. If 20 buyers had not yet signed, the workflow catches those 20 (80 times 0.25) before the tour.
Mistakes to avoid
- Confirming a tour with no agreement. The practice rule requires one.
- Asking ID only of some buyers. Apply the rule to all.
- Storing ID images in the CRM. Use a secure method.
- Leaving out the meeting place. It is a safety point.
How this was handled before
The agent texted the address and time, and the buyer's agreement was often signed at the first meeting. Since August 2024 the agreement comes before the tour, so the confirmation carries more steps.
What to measure after launch
Track confirmations sent, agreements signed before the tour, ID checks done, and reschedules. Check that every confirmation shows the meeting place.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Confirm your state's buyer agreement rules and your brokerage's safety policy before launch. This is general information, not legal advice.
Questions people ask
Does a buyer need a signed agreement before a showing?
Since August 17, 2024, MLS participants working with buyers must have a written agreement before touring a home, per NAR. It is not required at an open house.
What should the first meeting look like?
The Colorado Division of Real Estate advises meeting a new client first at an office or a busy public place after verifying their name, contact details, and ID.
What should the confirmation include?
The address, time, agent, meeting place, agreement and ID steps, access notes, and how to reschedule.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.