# Discreet correspondence for the premium segment

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> Write to buyers and owners of luxury properties like a private bank: exact salutation with titles, one named sender, no exclamation marks, no sales tone.

**Status:** Beta — Complete for the first firms using it; details may still move.
**On the broker’s path:** Leads & enquiries
**Pets that work here:** Scout

**The problem this solves:** Letters that sound like a portal’s auto-mailer cost the trust of buyers and owners of a luxury property before the first viewing.

**In short:** Capitality writes every letter to enquirers, buyers and owners in one of two
styles. **Standard** is friendly and quick — right for the flat with two hundred enquiries.
**Discreet** writes like a private bank — right for the Residenz with six: „Sehr geehrte
Frau Dr. Albers,“, one named person as the sender, no exclamation marks, offers instead of
„one click is enough“, and „Mit freundlichen Grüßen“ at the end. The firm sets its style; a
single property can have its own.

## What changes in the discreet style

- **The exact salutation.** The highest academic title once („Sehr geehrte Frau Dr. Albers,“),
  „Professor“ written out, „von“ kept with the surname, a Graf without „Herr“. Without a
  salutation Capitality never guesses Frau or Herr and greets by the full name; an office —
  a notary's, a law firm — is greeted „Sehr geehrte Damen und Herren,“.
- **A person writes.** Letters close with „Mit freundlichen Grüßen“ (in English „Kind
  regards“, in Russian „С уважением“) and the sender's own signature below.
- **Offers, not clicks.** The buttons under a letter say „Or simply reply to this message“
  instead of „one click frees the time for others“.
- **Calm subjects.** „Bestätigung Ihrer Besichtigung“ instead of „In zwei Stunden!“;
  „Zu Ihrer Anfrage“ instead of „Vergeben:“.
- **On the owners' behalf.** Requests for documents, financing confirmations and bids are
  made „im Auftrag der Eigentümer“, and a letter about a property that is gone offers to hear
  of the next one before it is advertised.
- **A promise with a time.** The automatic reply promises a personal answer „spätestens am
  nächsten Werktag“ instead of „zeitnah“.

The discreet style applies to the automatic reply and the reply template, viewing
confirmations, reminders and follow-ups, invitations and waiting-list news, document requests,
the bidding procedure, counteroffers, the letters of a sale in progress, and the owner's link,
approvals and weekly report.

## How to set it up

1. **For the whole firm:** open **Settings → Enquiries & replies** and choose **„Discreet –
   for the premium segment“** under **Correspondence style**.
2. **For one property:** open the property, section **Marketing**, card **Correspondence
   style**, and choose **Discreet** or **Standard**. **„As in the firm settings“** follows
   the firm again.

When you switch the style, the default reply texts switch with it. Texts you wrote yourself
stay as you wrote them; add `{{anrede}}` to them to get the salutation in the chosen style.

## Discreet sale (Alpha)

For an off-market Residenz the owners usually want more than calm words: nobody should learn
the address or see the house before agreeing to keep it confidential.

- **Switch it on per property:** section **Marketing**, card **Correspondence style**,
  **Discreet sale**.
- **Your agreement, your words.** Paste your confidentiality agreement under **Settings →
  Enquiries & replies**. Have your lawyer check it — Capitality supplies no template.
- **What the enquirer sees first.** Their reply explains that the property is offered
  discreetly; their personal page shows the agreement, a field for their name and a tick. Until
  they confirm, the page shows no photos, no postcode, no viewing times and no offer form, and
  no exposé goes out.
- **After the confirmation.** Capitality records who confirmed, when, and a fingerprint of the
  exact text, sends the exposé on its own and tells the responsible member. The owner's weekly
  report counts who received the documents.
- **Without a text on file** the page says your contact sends the agreement personally — and
  still nothing that locates the property goes out.

The discreet sale is Alpha: tell us under **Feedback** next to the switch what your process
needs, for example a signature instead of a confirmation or a proof of funds before the viewing.

## Limits and notes

- **The salutation needs data.** Capitality uses the salutation and title the portal or the
  contact gives. Without them it greets by the full name.
- **Languages.** The discreet letters exist in German, English and Russian. Letters to an
  owner or a notary stay German.
- **Your own texts are yours.** Capitality never rewrites a reply text you changed.

## Frequently asked questions

### Can a firm sell flats in the standard style and one villa in the discreet one?

Yes. The firm keeps the standard style and sets the villa to **Discreet** on its page.

### Does the discreet style change the exposé?

No. It changes the letters around it; the exposé keeps its own layout.

### What happens to the reply texts I wrote myself?

Nothing. Capitality only swaps its own default texts; yours stay. Use `{{anrede}}` to put the
salutation in the chosen style into your text.

## New in this feature

- App 0.46.0: Choose a discreet correspondence style for the whole firm or a single property, so luxury clients get letters written like a private bank's.
- App 0.46.0: Switch a property to a discreet sale, so enquirers confirm your confidentiality agreement before they see its address, photos and exposé.
- Platform 0.28.0: Letters to buyers and owners of a luxury property can now sound like a private bank: the exact salutation, one named sender, no sales tone.
- Platform 0.28.0: A property can be sold discreetly: its address, photos and exposé reach an enquirer only after they confirm the firm's confidentiality agreement.

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HTML version: https://docs.capitality.io/features/discreet-correspondence/ · Language: en