Illustrative example of a possible solution.
An enquiry arriving through several channels
Imagine someone asking about a property and later continuing the conversation through another channel. The team needs to recognise the person, identify the property and know which information has already been provided.
Match the enquiry to the CRM
An integration could prepare incoming data and look for matches before creating a contact. Multiple matches or missing information would leave the case for review. The design depends on access and interfaces available through the channels used.
Keep track of the next step
The record could show the owner, the person’s interest and the next task. Suggesting a viewing and confirming it would be separate actions: confirmation would require checking availability and applying the agency’s rules.
Check that it helps the team
We would test repeated enquiries, changes in property status and incomplete information. Review would cover saved records, outstanding tasks and connection failures. The aim would be easier follow-up, without attributing a sales result to this example.
Explore the service at AI for estate agencies. Read the approach in Organising property enquiries.