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Example implementationReal estate agencyLead qualification

From social-media enquiry to a qualified €500K buyer and a scheduled call

A mid-sized agency receives most enquiries through Instagram and WhatsApp in the evening. The agent qualifies each buyer, matches listings, books a viewing call and enters everything into the CRM before an advisor picks up the phone.

At a glance

Channels
3
Workflow steps
8
Human intervention points
4
Agents involved
Sales, WhatsApp, Lead Qualification

Example implementation. This describes a designed workflow, not a client result. Genuine case studies with permission will replace these.

The business situation

Where the time goes today

The agency advertises apartments on Instagram and property portals. Enquiries arrive as direct messages and WhatsApp texts, often after 19:00. Advisors reply the next morning, by which time many buyers have contacted three other agencies. Details are copied into the CRM by hand, and a third of leads are never fully qualified.

The manual process

  • 1Advisor checks Instagram, WhatsApp and the portal inbox several times a dayManual
  • 2Asks the same five questions (purpose, budget, area, bedrooms, timing) in every conversationSlow
  • 3Searches listings manually and sends links one by oneManual
  • 4Copies the buyer’s details into the CRM, often incompletelySlow
  • 5Proposes call times back and forth until one fitsManual

The designed agent workflow

What the agent does, step by step.

Each step below is a designed behaviour with an approved rule behind it. Escalation is part of the workflow, not an exception to it.

  1. 01Enquiry arrives

    An Instagram DM or WhatsApp message lands in the shared inbox. The agent replies within seconds, in the buyer’s language.

  2. 02Qualification questions

    Purpose (living or investment), budget range, preferred areas, bedrooms and timing are asked naturally, two at a time at most.

  3. 03Listing match

    The agent searches approved listings and shares up to three matches with a short reason for each.

  4. 04Lead scoring

    Client-defined criteria (budget fit, timing, purpose, responsiveness) produce a visible score out of 10.

  5. 05Viewing call booked

    For scores of 7 and above, the agent offers the advisor’s real availability and confirms a slot.

  6. 06CRM record created

    Contact, requirements, matched listings, score and transcript summary are written to the pipeline as a new opportunity.

  7. 07Advisor notified

    The assigned advisor receives a summary with the call time and the buyer’s three priorities.

  8. 08Handoff rules

    Budgets above €1M, complaints, or a request to speak to a person go straight to a human with the full context.

Example output

Illustrative record the agent would create.

Purpose
Investment
Budget
€450,000 – €520,000
Area
Limassol seafront, Germasogeia
Bedrooms
2
Timing
Within 3 months
Score
9/10 (client criteria v2)
Next step
Viewing call · Tue 15:00 · Andreas

Channels and tools involved

Web ChatWhatsAppWeb Chat
  • CRM pipeline
  • Shared calendar
  • Listings database
  • Team notifications

Human intervention points

Where people stay in charge

  • Advisor approves the qualification questions and scoring criteria before launch
  • All viewing calls are held by a human advisor
  • High-value or unusual requests are handed over immediately
  • Weekly review of unanswered questions to extend approved content

Metrics that would be tracked

How success would be measured

No results are claimed here. These are the measures we would agree before launch and report on afterwards.

  • Median first-response time
  • Share of enquiries fully qualified
  • Viewing calls booked per week
  • Advisor hours saved on data entry
  • Handoff rate and reasons

Agents involved

AI Sales Agent

Answers, qualifies and books meetings from every new enquiry.

Explore agent

WhatsApp AI Agent

Handles enquiries, follow-ups and human handoffs inside WhatsApp.

Explore agent

Lead Qualification Agent

Researches, scores, enriches and routes leads before your team calls.

Explore agent
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