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Every property enquiry, answered.

Buyers and renters ask about listings in the evening and at weekends, when your office is closed. The Front desk answers from your listings, the Qualifier asks where they stand, and your negotiators call back with what they need.

A use case: no real estate customers yet, so no numbers.

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ExampleWebsite chat and WhatsApp

An estate agent

Hi, is the two-bed flat on Elm Road still available?

It is listed as available. Are you looking to buy it to live in, or as an investment?

ExampleThe lead

Looking to
Buy, to live in
Property
Two-bed flat, Elm Road
Budget
Up to £450k
Finance
Mortgage in principle
Viewing
Asked for a Saturday morning

Sent to your CRM

What arrives. Questions about a listing, and who is asking.

  • A listing

    Which property, or which area and what kind of home.

  • Buy, rent or sell

    And whether they want to live in it or let it out.

  • Budget and position

    A price range, and how they would pay.

  • A viewing request

    Which days suit them; your team agrees the time.

How the agents handle it. On your own channels, in this order.

  1. 1

    Front desk

    Answers your website chat and WhatsApp from your listings and pages.

  2. 2

    Qualifier

    Asks buy, rent or sell, the budget and the timing, and takes a name and number.

  3. 3

    Handover

    Sends the lead to the CRM or system you connect; a negotiator can take over the chat.

  4. 4

    Night shift

    Answers evening and weekend enquiries and takes callback requests for when the office opens.

An example property enquiry on WhatsApp. The people and the listing are fictional.

One enquiry, start to finish.

Example real estate conversation on whatsapp, with fictional details. Visitor: Hi, is the two-bed flat on Elm Road still available? Maya: It is listed as available. Are you looking to buy it to live in, or as an investment? Visitor: To live in. We can go up to £450k and have a mortgage in principle. Maya: Thanks. Would you like a viewing, and which days suit you? Visitor: A Saturday morning would be ideal. Maya: I will pass that to the team to arrange. Which name and number should they use? Visitor: Priya Shah, 07700 900321 Maya: Thank you, Priya. The team will call you to agree a viewing time. What Maya captured: Looking to, Buy, to live in; Property, Two-bed flat, Elm Road; Budget, Up to £450k; Finance, Mortgage in principle; Viewing, Asked for a Saturday morning; Name, Priya Shah; Phone, +44 7700 900321. Summary, with conversation analysis on: Buyer for the two-bed flat on Elm Road, up to £450k with a mortgage in principle. Would like a Saturday morning viewing. Then: Sent to your CRM.

The real estate playbook. What to set up so a negotiator can call back ready.

1

Questions to ask

The Qualifier asks these one at a time, in your words, and each answer lands in its own field on the lead. On website chat, set answers can show as buttons.

  1. 1

    Are you looking to buy, rent or sell?

    Field Looking to

    • Buy
    • Rent
    • Sell
  2. 2

    Which property, or which area and kind of home?

    Field Property

  3. 3

    What budget do you have in mind?

    Field Budget

  4. 4

    How would you pay?

    Field Finance

    • Cash
    • Mortgage in principle
    • Not arranged yet
  5. 5

    When are you hoping to move?

    Field Timing

    • Within 3 months
    • 3 to 6 months
    • Later
  6. 6

    Would you like a viewing, and which days suit you?

    Field Viewing

  7. 7

    What name and number should the team use?

    Field Name, Phone

2

What to give the Front desk

It answers only from what you give it. What it must never promise stays with your team.

Give it

  • Pages

    Your listings, area guides, and the pages for sellers and landlords.

  • Documents

    How buying, renting and letting work with you, and what tenants need to apply.

  • Prices or ranges

    Your fees for sellers and landlords, and the holding deposit and rent terms you publish.

  • Hours

    Office hours and when viewings usually run, so it knows when to offer a callback.

It must never promise

  • That a property is available beyond what the listing says
  • A viewing time (your team agrees it)
  • A valuation, or anything about an offer

Tell it what to say instead: offer a callback, or a person.

3

How the handover looks

The lead goes to the CRM or system you connect once there is a phone number or an email, or only once every field you mark as required is in, if you prefer. Each new detail updates the same lead.

New leadExampleWhatsApp

Looking to
Buy, to live in
Property
Two-bed flat, Elm Road
Budget
Up to £450k
Finance
Mortgage in principle
Viewing
Asked for a Saturday morning
Name
Priya Shah
Phone
+44 7700 900321

Summary, with conversation analysis on

Buyer for the two-bed flat on Elm Road, up to £450k with a mortgage in principle. Would like a Saturday morning viewing.

The whole conversation stays in your console.

Other industries. Same agents, different questions.