FAQs About Communication on Matchouse
Clear communication is at the heart of how Matchouse works — whether you're arranging viewings, hiring professionals, or discussing service offers. Here are the most frequently asked questions about how communication works across different user roles and chat types on the platform.
Last updated 8 months ago
1. 💬 Who can message whom on Matchouse?
Anyone can message:
Public listings (e.g. a flat for rent or a service offer)
Verified user profiles (when visible)
However:
Service professionals and estate agents must purchase a lead to unlock chats from service requests or private matches.
Landlords, buyers, tenants, and service seekers can message public listings and profiles freely.
2. 🤝 Do I need to be matched to start a conversation?
Not always. There are two ways to start conversations:
Direct Message: You message a listing or profile directly — ideal for browsing properties or services.
Match Messaging: The platform matches you with relevant users (based on profile, location, and intent), and chat access depends on your role.
Match messaging typically happens when a service request is posted or when you're matched with off-market profiles.
3. 🔐 Why do some chats say "purchase lead to respond"?
If you're a service professional or estate agent, you'll need to buy the relevant lead before you can message the user in a matched chat. This protects users from spam and ensures professionals only join high-intent conversations.
4. 🧑💼 Can agents or professionals message users directly?
They can respond to public listings or leads they’ve purchased.
They cannot directly message users without either being matched or the user contacting them first.
5. 🛠️ What is a group chat on Matchouse?
Group chat allows multiple professionals (e.g. estate agent, solicitor, mortgage broker) to collaborate with the user (like a buyer or landlord) in one shared conversation.
Group chat access is granted only when:
The professional is hired by the user
Or they purchase the related lead
Only professional and agency accounts can be added to a group chat (users can’t add friends or guests).
6. 🏢 Can teams within agencies or service businesses see the same chats?
Yes, but it depends on how the agency or business has set up their chat permissions:
Agencies and pros can define which team members (by user or role) have access to incoming chats.
Internal teams (like “Maintenance” or “Accounts”) can create internal-only chat groups.
7. 📨 What if I get a message but can't reply?
If you’re seeing a message but can’t respond:
It may be a match-based lead you haven't unlocked.
You may need to switch to the correct user role (e.g., from buyer to professional).
Or the sender’s account/listing may have been removed or paused.
8. 🔔 How will I know I’ve received a message or offer?
You’ll get notified via:
Email alerts
In-platform notifications
Message tab inside your dashboard
Make sure your notification settings are active under Profile Settings.
9. ❌ Can I block or report unwanted messages?
Yes. You can:
Block users from continuing the chat
Report messages or listings that violate Matchouse's community guidelines
Use the "..." menu in the chat window to access these controls.
10. ⚠️ What if I miss a message?
Matchouse keeps all your conversations in the Messages tab. If you miss a message:
You can reply at any time (if the chat is still active)
For time-sensitive offers or jobs, the sender may move on, so act promptly
📌 Summary Table: Messaging Access by Role
💡 Final Tip
Whether you’re messaging to hire, list, or get things done, a complete profile, fast replies, and respectful communication will always get better results.