Worked example

One enquiry, start to finish.

An estate agent’s website at 9.41 on a Tuesday night. The office is shut. Someone wants to know what their house is worth. Here is what happens next.

An illustrative example. The agency, the people and the conversation are made up. The steps are the ones our assistant follows for an estate agency we work with.

  1. A seller asks what their house is worth.
  2. A valuation is booked for Thursday at 2pm.
  3. The whole enquiry is in the team’s inbox.
  4. The office reads one email and sends one text.
  5. Fiona arrives, knowing what she’s walking into.

01

Answered.

Tuesday, 21:41. Office closed.

The enquiry gets a reply straight away, not a form that sits unread until morning. The first thing it asks is where the property is, because nothing can be booked without knowing where someone has to drive.

It says plainly that it’s an AI. And it won’t put a price on a house nobody has seen.

Website assistantOut of hours
  1. Assistant: Hello, I’m the agency’s assistant. I can help with valuations, viewings, or anything about buying and selling. What brings you by?
  2. Visitor: Thinking of selling. How much is my house worth?
  3. Assistant: Happy to help with that. Whereabouts is the property?
  4. Visitor: Dunblane. Three-bed semi, new kitchen last year.
  5. Assistant: That’s useful, thanks. I can’t give a figure without someone seeing the house, but one of the team can come out for a free market appraisal. No obligation.
  6. Visitor: Am I talking to a real person?
  7. Assistant: No, I’m an AI assistant. I take details and get things booked, and anything I’m unsure of goes to the team.

AI assistant. The team confirms every detail.

02

Booked.

Tuesday, 21:43. Still closed.

It offers two real times from the team’s diary, inside office hours, with travel between appointments allowed for. When the visitor picks one, it books that slot for one person and says exactly who is coming and when.

If the diary can’t be reached, it says the team will confirm a time. It never claims a booking it hasn’t made.

Website assistantOut of hours
  1. Assistant: Fiona has Wednesday at 11am or Thursday at 2pm free. Would either of those suit?
  2. Visitor: Thursday at 2 is good.
  3. Assistant: That’s booked. Fiona will be with you on Thursday at 2pm. The office is closed just now, so you’ll hear from the team first thing tomorrow.
Team diaryThursday
14:00 – 15:00 · Market appraisal Mark Reid · three-bed semi, Dunblane Attending: Fiona · booked by the assistant, Tue 21:44

03

Followed up.

Waiting in the inbox before the office opens.

Contact details, what they want, the booking, and the full conversation underneath, so nobody has to ring back and ask the same questions again. Hitting reply goes straight to the customer.

Every lead is tracked from new to won or lost. Anything nobody has picked up within 48 hours is flagged in the Monday morning report, so an enquiry can’t quietly go cold.

Booked: valuation · Mark Reid · Thu 2pm

From the website assistant · Tue 21:44 · Reply goes to the customer

Name
Mark Reid
Phone
07700 900412
Email
mark.reid@example.com
Wants
Valuation, thinking of sellingHot
Booked
Thursday 2pm, Fiona attending
Property
Three-bed semi, Dunblane. New kitchen last year.
Captured
Tue 21:44, out of hours

The full conversation follows underneath.

  1. NewTue 21:44
  2. ContactedWed 09:05
  3. BookedThu 14:00
  4. Won or lostUp to the team

Monday report. Awaiting first contact for more than 48 hours: none.

Who did what.

  • The assistant answered at 9.41pm, took the details, booked Thursday at 2pm and wrote it all up.
  • The office read one email in the morning and sent one text to confirm.
  • Fiona turned up on Thursday knowing the house, the kitchen and what the seller wanted.
  • Nobody guessed a price, promised anything, or pretended to be a person.

Get in touch.

Estate agency or not, most enquiries follow the same three steps: answer, book, follow up. Tell us where yours get stuck, and we’ll show you what this looks like for your business.

Enquire now