Enquiry worker
Uses approved information to answer questions about the specific listing.
- First response
- Acts within policy — approved listing facts only, no negotiation
AI workforce orchestration · Use case
Turn property enquiries into better-prepared viewings
Help interested buyers move from a listing question to a relevant viewing. Collect their requirements, answer from approved property information and prepare your agents for the conversation.
WHAT STARTS THE WORK
A prospective buyer or tenant asks about a listed property.
AI agents
- Enquiry worker
- Qualification worker
- Viewing coordinator
- Nurture worker
- Licensed agent
Workflow steps
- CaptureEnquiry worker
- Answer from sourceEnquiry worker
- QualifyQualification worker
- MatchQualification worker
- Book or nurtureViewing coordinator
- Hand overViewing coordinator
4 operating rules · 4 decision rules · 5 channels · records to verify
THE RESULT TO CHECK
An enquiry brief and viewing request for the responsible agent; licensed advice stays with people.
On this page
The operating problem
Property enquiries can arrive while agents are unavailable. Explore a workflow that answers from approved listing information, collects buyer requirements and prepares a viewing request. Confirm calendar access, booking rules and how the agent receives the enquiry before offering this service.
- High-intent enquiries land outside working hours and are answered when the buyer has already booked elsewhere.
- Qualification quality depends on who picks up, so agents inherit leads without budget, timing, or funding context.
- Enquiries spread across portals, WhatsApp, and web forms with no shared history or single follow-up owner.
Who handles the work
Example division of work between AI workers and your team.
Qualification worker
Captures budget, timeline, location preference, and funding position conversationally.
- Qualification record
- Acts within policy — captures, never scores out a lead alone
Viewing coordinator
Uses connected listing and diary information to prepare a viewing request for agent review.
- Viewing conversion
- Acts within policy — prepares viewing requests from permitted diary information for agent review
Nurture worker
Prepares permitted follow-up from current, approved listings for agent review.
- Follow-up cadence
- Acts within policy — consent-bound, frequency-capped
Licensed agent
Owns valuation, negotiation, legal questions, and the client relationship.
- All licensed advice and negotiation
- Full authority
How the work could flow
Use this sequence to agree the workflow and test each step before launch.
Capture
Is this listing-specific or an exploratory search?
Answer from source
Is this fact in the approved listing record? If not, it is not stated.
Qualify
Budget, timing, location, funding — and what is still unknown?
Match
Which approved listings and available options should an agent review for this brief?
Book or nurture
Ready to view now, or into a consent-bound nurture sequence?
Hand over
Which agent, and what does the brief need to contain before they arrive?
Decisions your team keeps
Proposed operating requirements to configure and verify, including what happens when a system or human handoff is unavailable.
- Availability, pricing, and property facts come only from the approved listing record — never inferred.
- Valuation, negotiation, legal, and investment questions route to a licensed agent.
- Define how high-intent enquiries and dissatisfaction reach an agent, including the context provided and expected response coverage.
- Nurture cadence is consent-bound and frequency-capped per contact.
- Approved listing facts as the only source for availability and price.
- Clear AI disclosure at the start of every conversation.
- Licensed-agent takeover for advice, negotiation, and legal questions.
- Consent capture and frequency caps on all nurture messaging.
Systems & channels
Systems to connect
Scope these around the selected implementation.
- Property CRM
- Listing & inventory feed
- Portal lead feeds
- Agent calendars
Channels to evaluate
Select and validate the required provider pathways.
- Voice
- Web chat
- SMS
What to measure
Pilot measurement definitions, not claimed customer results.
Speed to first reply
Measured per channel and per hour of day, because the after-hours gap is usually where the pipeline is actually lost.
Enquiry-to-viewing rate
Tracks conversion by portal and campaign so spend can move toward the sources that produce viewings, not clicks.
Brief completeness
Measures how much qualification context an agent receives, which is what determines whether the viewing is worth their time.
A bounded rollout
After-hours first response
Explore after-hours enquiries on one channel, using approved listing information and qualification questions. Agree response coverage and how the next staffed shift receives the enquiry.
Add viewing booking
Test viewing requests against the connected diary. Verify unavailable slots, concurrent requests and unsuccessful saves; confirm a viewing only after it is recorded and the buyer is notified.
Selected channels and follow-up
Add enquiry sources one at a time after checking provider support and continuity of the buyer brief. Test permitted follow-up, frequency limits and stop requests before enabling nurture.
Questions about this workflow
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