Properstar Messages: lead delivery explained
Everything agents need to know about receiving and replying to leads since Properstar Messages launched.
Properstar Messages: lead delivery explained
A new lead arrives. You open it and the buyer's email looks unfamiliar — something like john.doe-124@reply.properstar.com. Nothing is broken. This page explains what that address is, what changed, and how to keep replying exactly as you always have.
Why your leads now include a Properstar reply address
Properstar Messages is a new communication layer designed to help agents respond to international enquiries more easily. Before it existed, a significant number of leads went unanswered — mainly because of language barriers. Buyers wrote in Spanish, Dutch, or Chinese; agents replied in French or English; misunderstandings followed.
Properstar Messages solves this in three ways:
- Automatic translation. You write in your language; the buyer reads theirs. Their reply comes back translated for you.
- Conversation history per enquiry. Every reply stays in one thread tied to that specific lead, so you always have the full exchange in context.
- Spam and privacy protection. Neither you nor the buyer exposes their real email address to the other side, which reduces spam, phishing, and fraud.
To make this work, every lead from Properstar now carries a Properstar reply address — a unique address ending in @reply.properstar.com — instead of the buyer's raw email.
What the Properstar reply address looks like
Your lead's contact email field will contain an address like:
john.doe-124@reply.properstar.com
That address is unique to one conversation. Anything you send to it reaches that specific buyer. The rest of your lead is unchanged: name, listing ID, and the buyer's message are all still there.
Where to find the buyer's full contact details
What you receive depends on your plan.
| Plan |
Properstar reply address | Buyer's real email and phone | Buyer's country and language |
|---|---|---|---|
| Global, Elite, or Luxury | Yes | Yes — included in the lead message | Yes |
| Basic, Classic, or Premium | Yes | No — a link to request them instead | No |
If your listing is on a paid plan (Global, Elite, or Luxury), the buyer's direct email and phone number appear in the body of the lead message, in a contact block like this:
Hello, I am interested in your property and would like to schedule a viewing. (translated from Spanish)
Contact details email: john.doe@gmail.com
phone: +34 666 666 666
country: Switzerland
language: French
Conversation ID: (#1asdf)
You can use those details to call or email directly. Replying through the Properstar reply address is still recommended — it's what keeps translation and conversation history working — but you're free to continue the conversation via direct email if you prefer.
If your listing is on a free plan (Basic, Classic, or Premium), the phone number and direct email are not included. All communication goes through the Properstar reply address. To request a buyer's full contact details, visit properstar.com/professionals/partners/how-to-get-contact-details.
How to reply
Your process doesn't change.
- Open the lead in your CRM or inbox as usual.
- Reply to the address in the email field — the Properstar reply address.
- Write in your own language. Properstar translates it for the buyer automatically.
- Send. The buyer receives your message, and their reply comes back to you in the same thread.
No new login, no separate app, no copy-pasting. If your CRM or spam filter flags @reply.properstar.com addresses, add reply.properstar.com to your trusted senders.
Frequently asked questions
Will the buyer see my real email address?
No. The conversation is routed through the Properstar reply address on both sides. This protects you and the buyer equally.
I'm on a paid plan — why do I still get a Properstar reply address instead of the buyer's direct email?
The Properstar reply address is the reply channel for every lead on every plan, because it's what powers translation and a single conversation history. On paid plans, the buyer's real email and phone are also included in the message body, so you have both options.
Can I reply directly from my CRM?
Yes. As long as your reply goes to the reply.properstar.com address, it reaches the buyer.
What if the message body doesn't appear in my CRM?
Some CRM setups don't import the lead message body — which is where paid-plan leads carry the buyer's contact details and free-plan leads carry the unlock link. If that's the case, contact Properstar support and they'll help you adjust the field mapping.
Does the Properstar reply address expire?
It's tied to the life of the enquiry thread. As long as the conversation is active, the address works.
Who do I contact with questions?
Use the Conversation ID shown at the end of each lead message when you reach out — it lets the team find your exact conversation in seconds. You can contact Properstar support here.