Viewing feedback voice notes into vendor update emails

Who it’s for

Sales negotiators and branch managers at estate agencies in the UK who send sellers regular viewing feedback

Time to set up

30 minutes once, then a minute a viewing and 10 minutes a week per property

Difficulty

Beginner

Monthly cost

£0

You help an estate agent in the UK turn my own viewing notes into a feedback log and a weekly update for the seller. Use ONLY what the notes say: never invent a viewer, a comment, a figure or a date. PART 1, OFFERS FIRST: if any note mentions an offer, or a price a viewer says they would pay, put it at the very top as: 'OFFER: [viewing ref], £[amount], [date], [conditions as stated]. Send to the seller in writing today if not already sent.' Also say how far it is below or above the asking price in £. Do not put offer amounts in the update; write 'You received [number] offer(s) this week, which we sent to you separately on [date] (fill in the date you sent it).' PART 2, FEEDBACK LOG: a table, one row per viewing, with: date and time, viewing ref (V1, V2...), recorded by (my name and role), viewer's view (start with 'Viewer said' or 'Viewer felt', because it is their opinion, not fact), position as stated by the viewer (not checked), next step. PART 3, SELLER UPDATE: an email under 200 words with: how many viewings and on which days; what viewers liked and their concerns, saying how many said each (for example '2 of 4'); price comments, as the viewers' views; next steps such as second viewings; and one suggestion, labelled as our suggestion. RULES: no viewer names, phone numbers or email addresses, and no personal details such as age, health, nationality, religion or family, even if they are in the notes. Describe viewers only by their buying position, as they stated it. Never make a viewer sound keener or better placed than the notes say. Never promise a sale or a price. If anything is unclear, add a short note in brackets saying in plain words what to check, for example (check the time with the viewer). British English, warm and straightforward. My name and role: [paste]. Property and asking price: [paste]. This week's notes: [paste]

There’s one piece of viewing feedback the law won’t let you save for Friday’s round-up: an offer. Under a 1991 Order, it’s an undesirable practice for an estate agent to fail “to forward to his client promptly and in writing accurate details” of any offer from a prospective buyer (legislation.gov.uk). The buyer who says “we’d go to £305k” while you’re locking the front door has just made your afternoon’s admin a legal job.

Everything else, the light, the “small” second bedroom, the road noise, the viewer who loved the kitchen and the one who called it dated, is what sellers ring on Monday to ask about. Most of it is still in your head, or in six half-finished notes from Saturday. This guide turns a one-minute voice note after each viewing into a dated log and a short Friday update, written without viewer names and with offers pulled out to send the same day.

What does this automation do?

1. After each viewing, you record a one-minute note in your own words, following the same five prompts every time.
2. Once a week, ChatGPT turns each property’s notes into a feedback log, with opinions marked as opinions and dated.
3. It drafts a short update for the seller, with counts (“2 of 4 mentioned the light”), no viewer names and any offer pulled to the top for you.
4. You check and send it from Gmail. Make can log each note as it arrives, if you’d like.

What do you need before you start?

• A phone that records voice memos or dictates text, and a few minutes after each viewing.
• A free ChatGPT, Claude or Gemini account, plus Google Sheets and Gmail.
• Your booking confirmation, where you can add a line telling viewers how their feedback is used.

How do I set it up?

Step 1: Decide what you’ll say after every viewing

A voice note that starts “so, yeah, they seemed nice” is no use to anyone. Use the same five prompts every time, out loud:

1. Which viewing: day, time, property and a reference (V1, V2), not the viewer’s name.
2. Their position, as they told you: first-time buyer, cash, own home under offer, not yet on the market.
3. What they liked.
4. What put them off, including anything about price, in their words.
5. Next step: second viewing, thinking it over, not proceeding, or an offer.

The reference matters. The name lives in your booking system already. The note doesn’t need it, and neither does the seller.

Step 2: Tell viewers how their feedback is used

The ICO says you must tell people your purposes, how long you’ll keep their data and who it’s shared with, which it calls “privacy information”, and give it “at the time you collect their personal data from them” (ICO). So add one line to the viewing confirmation:

After your viewing, we’ll pass your feedback to the seller without your name, and keep our notes in line with our privacy notice.

On the lawful basis, the ICO says legitimate interests is most likely to fit where you use information “in ways they would reasonably expect” and “in ways that have a minimal impact on their privacy”, and that it comes with a three-part test: “identify a legitimate interest; show that the use of personal information is necessary to achieve it; and balance it against the interests, rights and freedoms of the person” (ICO). Passing anonymous feedback to a seller is about as expected as it gets, but write your test down once and check it with whoever handles data protection at your agency. This is our reading, not legal advice.

Step 3: Record the note before you start the engine

Sixty seconds, in the car, before the next appointment overwrites the last. Either record a voice memo or tap your phone keyboard’s dictation button and speak into a note, which gives you text straight away and skips the transcription step later.

Say what the viewer said, not what you hope the seller hears. If a viewer says the second bedroom felt small, it goes in, even if you think it’s a perfectly good box room. The ICO wants records of opinion to “make clear that it is opinion rather than fact” (ICO), and sellers trust feedback that sounds like real people.

Step 4: Turn the week’s notes into a log and an update

Paste one property’s notes for the week into the prompt below, with your name, your role and the asking price. You get three parts back:

• Offers first, with the amount, the date, any conditions and the gap to the asking price.
• A feedback log with one row per viewing. Each view starts “Viewer said” or “Viewer felt”, and each row names who recorded it. That follows the ICO’s line that a record of an opinion should “state the date and the author’s name and position”.
• A seller update under 200 words: how many viewings, what was liked, the concerns with counts, price comments, next steps and one suggestion.

Paste the log rows into a Google Sheet with the columns Date and time, Property, Ref, Recorded by, Viewer’s view, Position (as stated), Next step. The ICO’s data minimisation principle says personal data should be “adequate”, “relevant” and “limited to what is necessary”. So the prompt strips names, contact details and personal circumstances even if you said them in the car. “Two kids” helps nobody sell a house.

Step 5: Send offers the same day, in writing

The Order’s Schedule 3 is short and worth reading in full (legislation.gov.uk):

• Paragraph 2: forward to the client “promptly and in writing accurate details” of any offer, unless the client has said in writing they don’t want offers of that kind.
• Paragraph 1: no misrepresenting, “knowingly or recklessly”, the existence of or details of any offer, or “the existence or status of any prospective purchaser”.

The Schedule adds that a conditional offer still counts as an offer, and that a buyer’s “status” includes “the financial standing of that purchaser”. That’s why the log says “position as stated by the viewer, not checked” and why the prompt is told never to make a viewer sound keener or better placed than they are. “Cash buyer” in your note is what they said. It isn’t proof of funds. Since 2017 there’s one exception to forwarding: you don’t have to pass on an offer if you can’t carry out the money laundering checks (customer due diligence) the 2017 Regulations require on the person making it (legislation.gov.uk).

Paragraph 3(e) defines “forward” as “despatch to the client by hand, post or fax at the address or to the number given by the client to the estate agent”. Email isn’t on that list, and the only later changes legislation.gov.uk records, made by the Money Laundering Regulations 2017, don’t touch that definition (legislation.gov.uk). So email the offer to the seller straight away for speed, and send a written copy by post or by hand the same day. Keep a copy of both. That’s our reading of the wording, not case law: we found no court or regulator decision on email either way. If you’d rather rely on email alone, ask your redress scheme or a solicitor first.

Step 6: Check, send and tidy up

Before you send the update:

• Every count matches the notes (“2 of 4” really is two).
• No names, ages, family details or anything a viewer told you in confidence.
• The offer line in the update matches what you actually sent, with the date filled in where the draft leaves a note in brackets.
• The suggestion is yours to stand behind, not just ChatGPT’s.

Then tidy up. The ICO says “You must not keep personal data for longer than you need it” and that you should periodically review what you hold, and “erase or anonymise it when you no longer need it” (ICO). Once the log row is checked, delete the voice memo. Keep the log for as long as your agency’s retention policy says, and add the sheet to it if it isn’t there yet.

Step 7: Optional: let Make log your notes automatically

Make can pick up each note you email to yourself, write the log row and nudge you about offers. You’ll need Make’s built-in AI credits for the writing step, and a paid OpenAI API account only if you send audio rather than typed notes.

Before you paste your key into Make

If you use the OpenAI option: give this scenario its own expiring OpenAI API key. In Project settings › Limits, set a monthly spend limit and turn on Enforce a hard limit, because “Spend alerts alone don’t stop API traffic.” (You need to be the project owner to set it.) Once the cap is hit, OpenAI stops the calls (spend can go slightly over), which beats a surprise bill. Key leaked? Replace it at once on the API keys page (OpenAI: Best practices for API key safety).

1. Scenario schedule (a setting, not a module): At regular intervals, every 120 minutes.
2. Gmail › Watch emails on a label such as “Viewing notes”. Email or share each note to yourself with that label.
3. OpenAI (ChatGPT, Whisper) › Generate a transcription, only if the note is audio. Make’s docs say it “Transcribes an audio to text” and it needs an OpenAI connection.
4. OpenAI (ChatGPT, Whisper) › Simple text prompt with a one-viewing version of the prompt: return the log row and an OFFER line if there is one. Make says this runs “without an OpenAI account or connection”; on Free plans it supports only GPT-5 nano (Make).
5. Google Sheets › Add a Row to the feedback log.
6. Gmail › Create a draft email to yourself, with a filter so it only runs when the output contains OFFER. It’s a draft: you write and send the real one to the seller.

Make Free gives 1,000 credits a month. Each 2-hourly check uses 1 credit even when it finds nothing, so 360 a month. Each audio note then uses about 3 more (transcription, the prompt and the new row), so roughly 210 a month fits; a typed note skips the transcription, so about 320, and each offer adds 1 for the draft. Simple text prompt is charged in credits by tokens: Make’s table gives GPT-5 nano 18,080 input tokens and 2,260 output tokens per credit, so a one-viewing note should come in around a credit (not verified: how Make rounds part credits). Transcription uses the OpenAI API, not your ChatGPT account, and is paid as you go on OpenAI’s billing page. The Friday update stays manual, because a person should read it before a seller does. We haven’t run this scenario end to end; Step 4 does the same job by hand.

The copy-paste prompt

You help an estate agent in the UK turn my own viewing notes into a feedback
log and a weekly update for the seller. Use ONLY what the notes say: never
invent a viewer, a comment, a figure or a date. PART 1, OFFERS FIRST: if any
note mentions an offer, or a price a viewer says they would pay, put it at the
very top as: 'OFFER: [viewing ref], £[amount], [date], [conditions as stated].
Send to the seller in writing today if not already sent.' Also say how far it
is below or above the asking price in £. Do not put offer amounts in the
update; write 'You received [number] offer(s) this week, which we sent to you
separately on [date] (fill in the date you sent it).' PART 2, FEEDBACK LOG: a
table, one row per viewing, with: date and time, viewing ref (V1, V2...),
recorded by (my name and role), viewer's view (start with 'Viewer said' or
'Viewer felt', because it is their opinion, not fact), position as stated by
the viewer (not checked), next step. PART 3, SELLER UPDATE: an email under 200
words with: how many viewings and on which days; what viewers liked and their
concerns, saying how many said each (for example '2 of 4'); price comments, as
the viewers' views; next steps such as second viewings; and one suggestion,
labelled as our suggestion. RULES: no viewer names, phone numbers or email
addresses, and no personal details such as age, health, nationality, religion
or family, even if they are in the notes. Describe viewers only by their
buying position, as they stated it. Never make a viewer sound keener or better
placed than the notes say. Never promise a sale or a price. If anything is
unclear, add a short note in brackets saying in plain words what to check, for
example (check the time with the viewer). British English, warm and
straightforward. My name and role: [paste]. Property and asking price:
[paste]. This week's notes: [paste]

What can go wrong?

• An offer in the Friday email. It has to go “promptly and in writing”. The prompt pulls offers to the top so they can’t hide in a paragraph about the garden.
• Flattering a buyer. “Cash buyer, very keen” when they said “we might be cash” is a misrepresentation waiting to happen. Write what they said.
• Names creeping in. If you say a name in the car, the prompt drops it, but check anyway. The seller doesn’t need it.
• Editing out the bad news. A seller who only hears “lovely garden” for six weeks will be surprised by the price conversation. The counts keep it honest.
• Audio that never gets deleted. Voice memos pile up on phones. Delete them once the row is checked.
• Outside England. The offer rule isn’t just for England. The Order is made under the Estate Agents Act 1979, which covers the whole UK (“This Act extends to Northern Ireland”, legislation.gov.uk), and the Schedule has its own Scottish wording. legislation.gov.uk doesn’t show an extent for the Order itself, so this rests on the Act; in Scotland or Northern Ireland, ask your redress scheme what it expects.

The same notes make the next listing easier: the Rightmove listing description guide works better when you know what viewers loved, and the portal lead auto-reply books the next round of viewings. For valuation calls and seller meetings, the meeting notes to follow-up email guide does the same trick. One practical automation like this, with the £ and the hours it saves, lands in your inbox every Friday if you join our free email.

Frequently asked questions

Sources

1. legislation.gov.uk: Estate Agents (Undesirable Practices) (No. 2) Order 1991, Schedule 3 (as made)
2. legislation.gov.uk: Money Laundering Regulations 2017, Schedule 7, paragraph 12 (amends Schedule 3 of the 1991 Order)
3. legislation.gov.uk: changes affecting the 1991 Order
4. legislation.gov.uk: Estate Agents Act 1979, section 36 (extent)
5. ICO: Data minimisation
6. ICO: Storage limitation
7. ICO: The right to be informed
8. ICO: Legitimate interests
9. Make: OpenAI (ChatGPT, Whisper) app
10. Make: Gmail app
11. Make: Google Sheets app

This guide is general information, not legal, tax or financial advice. Tool prices and screens change; we re-check every guide regularly. Spotted something out of date? Tell us and we’ll fix it.