They are standing outside the house. Answer that.
Somebody calling the number on a For Sale board is the most qualified lead an agency gets all week, and they usually reach a queue or an answerphone because it is a Sunday.
Real estate · 10 steps
Property enquiries arrive at exactly the times an office is closed: evenings, weekends, and the ten minutes somebody spends outside a house they liked the look of.
The information they want is public and already in your system. The reason they cannot have it is that the only interface to it is a person who has gone home.
Step by step, with the node each one uses.
- 01
Note where they are calling from
Match State by Area CodeThe area code is a reasonable first guess at which branch and which market, before anybody has said a word.
- 02
Ask for the reference
Playback AudioThe number printed on the board or the advert. Short prompt, because the caller is standing in the street.
- 03
Take the property reference
Capture DigitsKeyed in from the board. This is the whole flow: it turns an anonymous enquiry into a specific property.
- 04
Look the property up
Trigger WebhookCaptures the address, the price and whether it is still available into variables.
- 05
Branch on availability
Match Webhook VariableAvailable, under offer and sold are three genuinely different conversations, and getting this wrong is the fastest way to annoy a buyer.
- 06
Read the details back
Playback AudioPrice and status, spoken with the captured variables. For an evening caller this may be everything they wanted.
- 07
Offer the next step
Route to IVRBook a viewing, hear about similar properties, or speak to somebody.
- 08
Create the enquiry as a record
Create LeadA caller who was anonymous ninety seconds ago is now a lead attached to a specific property, without anybody typing.
- 09
Send similar properties
Add to Email SequencesOn the sold and under-offer branches especially. The property they rang about is gone, and this is the moment they are most receptive to alternatives.
- 10
Put viewings through to the branch
Route to TeamDuring hours. Outside them, the enquiry is captured and the callback is already in the queue.
The variables.
Captured mid-call and readable by every later node, including inside a spoken prompt and inside a webhook body.
${PROPERTY_REF}What the caller keyed in from the board${ADDRESS}Read back to confirm the right property${PRICE}Spoken to the caller${AVAILABILITY}Available, under offer or sold, used to branchThe enquiry that used to arrive as a voicemail on Monday now arrives as a lead attached to a property, with the viewing already requested.
The sold branch is worth as much as the available one. A buyer who rang about a house that has gone is a buyer with a budget and an area, which is the hardest thing to find and the easiest to lose.
- Read the address back before quoting a price. A mis-keyed reference that confidently quotes the wrong house is a complaint, not an enquiry.
- Do not let the sold branch simply apologise. That is the branch with the most commercial value in the whole flow.
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