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How to Connect Your Agency Website Enquiries to Snug

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Overview

Snug now supports receiving property enquiries directly from your agency website, even if you don't use one of the major real estate portals. This means enquiries submitted through your website's contact forms can automatically appear in Snug alongside enquiries from Domain, realestate.com.au, and other platforms.

Benefits

  • Centralised enquiry management: All your property enquiries in one place
  • Streamlined workflow: No more copying and pasting between systems
  • Better tracking: Monitor all enquiry sources from your Snug dashboard

How It Works

When a potential renter submits an enquiry on your website, your website can email the enquiry details to Snug Messages Inbox address. Our system will automatically:

  1. Parse the enquiry details from the email
  2. Link the enquiry to the correct property
  3. Auto-respond with the property details and how to get started

Email Format Requirements

For Snug to correctly process your website enquiries, the email must include a section with the following exact format and specific field labels (the labels must match exactly):

Property id: [Your property reference number]
Property address: [Full property address]
Property URL: [Link to the property on your website]
Name: [Enquirer's full name]
Email: [Enquirer's email address]
Phone: [Enquirer's phone number]
Comments: [Enquirer's message or questions] :end:

Important Formatting Notes

  • Field labels must be exact: Use Property id: not Property ID: or Property Reference:
  • One field per line: Each field should be on its own line
  • Comments field: Can contain multiple lines of text
  • End marker: If your system adds signatures or footers after the comments, use :end: to mark where the enquirer's message ends

Example Email

Here's an example of a correctly formatted enquiry email:

From: Your Agency Website <enquiries@exampleagency.com>
To: enquiries@snug.com
Subject: Property Enquiry from Your Website

Property id: 441931536
Property address: 69 Saddleback Crescent, Stream Hill, NSW, 2526
Property URL: https://www.exampleagency.com.au/property?id=1608876
Name: Sarah Johnson
Email: sarah.johnson@email.com
Phone: 0400 123 456
Comments: Hi, I'm interested in viewing this property.
Is it still available?
I can attend viewings on weekends.
Best regards,
Sarah
:end:

---
This is an automated message from Your Agency website

Setting Up the Integration

To connect your website enquiries to Snug:

Step 1: Contact Snug Support

Submit a request as the agency admin:

  • Your agency name
  • The email address your website will send enquiries from

Our customer service team will activate your unique sending email address.

Step 2: Configure Your Website

Work with your web developer or website provider to:

  1. Set up email notifications: Configure your website to send an email for each enquiry
  2. Format the email correctly: Ensure the email follows the exact format shown above
  3. Use consistent sender address: All enquiries must come from the same email address
  4. Include property ID: Make sure each property has a unique property reference/id, typically the listing ID from your property uploader

Step 3: Test the Integration

Once Snug has whitelisted your email address:

  1. Submit a test enquiry through your website
  2. Check that it appears in Snug within a few minutes
  3. Verify all fields are captured correctly
  4. Confirm the enquiry is linked to the right property

Troubleshooting

Enquiries Not Appearing in Snug

If your enquiries aren't showing up:

  1. Check the sender email: It must exactly match the sending address you provided
  2. Verify the format: Field labels must be exact (e.g., Property id: not Property ID:)
  3. Test with a simple message: Remove special characters or formatting from test enquiries
  4. Contact support: We can check our logs to see if emails are being received

Missing or Incorrect Information

If some fields aren't being captured:

  • Property not linked: Ensure the property address for the first email matches exactly with the property address on Snug. Subsequent emails, ensure that Property id:  is the same unique id for all enquiries for the same property listing
  • Missing enquirer details: Check that Name:, Email:, and Phone: labels are exact
  • Truncated messages: Add :end: after the enquirer's message if it's being cut off
  • Phone number issues: Use standard Australian format (04XX XXX XXX or +614XXXXXXXX)

Common Mistakes to Avoid

❌ Don't use different field labels

  • Wrong: Property Reference:, Enquirer Name:, Mobile:
  • Right: Property id:, Name:, Phone:

❌ Don't forget the colon after field names

  • Wrong: Property id 12345
  • Right: Property id: 12345

❌ Don't send from multiple email addresses

  • Only the whitelisted email address will work

❌ Don't include HTML formatting

  • Send plain text emails for best results

Frequently Asked Questions

Can I customise the field labels?

No, the field labels must match exactly as shown. This ensures consistent processing across all agencies using the generic parser.

What happens if a field is missing?

The enquiry will still be processed, but with incomplete information. For example, if the phone number is missing, the renter profile will be created without a phone number.

Can I send enquiries for multiple properties in one email?

No, each email should contain one enquiry for one property.

How quickly are enquiries processed?

Enquiries are typically processed within 1-2 minutes of being received.

Is there a cost for this integration?

This facility is available on Premier plans only.

Can I track which enquiries come from my website?

Yes, enquiries from your website will show "Generic Agency" as the source in your Snug dashboard.

Need Help?

If you need assistance setting up or troubleshooting your website integration:

Technical Information for Web Developers

If you're a web developer setting up this integration, here are the technical requirements:

Email Specifications

  • Format: Plain text (not HTML)
  • Encoding: UTF-8
  • Field order: Any order is acceptable, but all fields should be present
  • Line endings: Standard CRLF or LF
  • Maximum size: 100KB

Field Specifications

Field Label Format Required Notes
Property ID Property id: String Yes Must be the same unique id for all enquiries for the same property listing
Address Property address: String Yes Full formatted address
URL Property URL: URL No Link to property listing
Name Name: String Yes Full name
Email Email: Email No Valid email format
Phone Phone: String No Australian phone number
Comments Comments: Multi-line string No Can span multiple lines, use :end: to terminate

Integration Methods

You can integrate using:

  1. Direct SMTP: Send emails directly from your application
  2. Email Service: Use services like SendGrid, Mailgun, or AWS SES
  3. Zapier/Make: Use automation platforms with email actions
  4. Form Builders: Most form builders support email notifications

Testing Checklist

  • [ ] Email sends from the correct address
  • [ ] All field labels match exactly
  • [ ] Property ID must be the same unique id for all enquiries for the same property listing
  • [ ] Test with various message lengths
  • [ ] Test with special characters in messages
  • [ ] Verify phone number formatting
  • [ ] Check email arrives within 2 minutes

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