David Tovar · Practical guide
Bring enquiries together with their context
An enquiry may arrive through a property portal, email or WhatsApp. To handle it, the team needs to connect the message with a contact, a property and any available history. An integration’s first goal is to preserve that information as it moves between tools.
Identify authorised channels and each provider’s access options. Verify whether a portal or messaging account can be connected before including it in a proposal.
Separate stated information from details awaiting confirmation
AI can help categorise an enquiry or extract a property reference. Missing details should remain pending, with uncertainty visible. “I would like to see it on Saturday” expresses a preference, but the time, availability and participants’ confirmation may still be missing.
A viewing-request status lets the agent continue without presenting an appointment as confirmed prematurely. Confirmation and notification rules need explicit definition.
Keep contacts and enquiries consistent
One person may enquire about several properties through more than one channel. Define how contacts are identified and how separate enquiries remain visible in their history. Where a match is uncertain, the integration can suggest an association for review.
It should also recognise repeated messages and respect manual CRM changes. Preventing duplicates requires business rules as well as a technical connection.
Test the complete sales workflow
Use fictional examples of a new enquiry, existing contact, missing property reference and repeated request. Check who receives the notification, what is saved and how an incorrect classification can be corrected.
If automated replies or bookings are included, add specific authorisation, availability and confirmation tests. An initial version can prepare information for the agent and expand after the workflow has been validated.
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I’m David Tovar. If you want to apply these ideas in your business, we can review your requirements and the options for developing a solution.