The Custom Response tool lets you add standard, property-specific information to every enquiry reply.
While Claire’s AI will always respond to the exact questions asked, this feature allows you to add extra, consistent details — for example:

• Explaining unusually high strata fees

• Including special selling points

• Adding key details about rates, levies, or unique property feature

• Including recent sales in the area

This is perfect for situations where you want every buyer to receive the same extra piece of information, no matter what they ask.

🔧 How to Add a Custom Response

Agents:

1. Log in to your Agent Control Centre

2. Navigate to My Properties (left-hand menu)

3. Find the property in the list

4. Scroll to the far right of the grid and click Custom Reply Text

5. In the pop-up:

   • Add a Section Heading (e.g. "Rates & Fees" or "Special Features")

   • Add your Custom Text (you can also use merge fields for agency or agent details)

6. Save your changes

7. 

Admins:

• You can log into the Admin Control Centre and perform the same action on behalf of your agents.

ℹ️ Things to Note

• The text editor is HTML-based — you can adjust font styles ie bold, underline, italic, add bullet points

• The Custom Text is included in every AI reply for that property, even if the buyer didn’t ask for that information.

• This means you might repeat details the AI already gave (e.g. rates & fees).

• Be careful not to contradict Claire’s responses — if the AI says “there are no rates,” but your custom response lists rates, it may cause confusion.

• The custom text is only used in email responses, it is not used in the 'Chat' feature

🎯 Why it’s useful:

The Custom Response tool ensures key details are consistently communicated, saves agents from retyping the same information, and helps maintain a professional, personalised touch in every enquiry response.