Lead response and qualification
Enquiries do not arrive when someone is free to answer them; they come late in the evening or on a Sunday, while your people are on a viewing or with a patient. An AI agent can reply to each portal or web enquiry as it arrives, ask your approved questions and hand a person a lead ready for a call.
The role in brief
Sends the first reply to each new enquiry, asks your approved questions, records the answers and hands the lead to a named person, summarised.
The inbox your portal and web form enquiries land in, your diary, and your CRM or practice system.
The sales manager, branch manager or practice manager. Every lead goes to a named person, and so does any question about price, value, treatment or terms.
Time to first reply, leads handed over complete, and enquiries left unanswered.
Who answers new enquiries today
New enquiries go to whoever is nearest: a negotiator between viewings, a receptionist with a queue at the desk, a surveyor at the end of a day on site. Leads arrive by portal email, web form and voicemail, and each is answered when somebody gets to it. The ones that come in after closing wait until morning, behind everything else that arrived overnight.
The enquiry that arrives after closing
Someone who fills in your form at nine in the evening may well have asked a competitor the same question. By the time your office opens, your reply may be joining a conversation that started without you. You paid for that lead, through a portal fee or an advert, whether or not anyone answered it.
Questions that change with who answers
One person asks a buyer about their position and their funding. Another just books the viewing. In lettings in England uneven screening is a legal risk: since 1 May 2026 an agent may not put an applicant off because they have children or receive benefits, and a council can fine up to £7,000.
Leads that never reach the CRM
An enquiry answered from one person's mailbox is often never logged. A month later nobody can say how many leads the portal sent, how many were answered or which became business, so whether to keep paying for it is a guess.
What the agent does before your people call
The AI worker takes each enquiry as far as the hand-over. Your people hold the conversation and decide who is offered a viewing, an appointment or a quote. The questions it asks are set with you first.
Capture
Reads each enquiry as it arrives from the portal, the web form or the enquiries inbox, checks whether you already know the person, and logs it with its source.
Nothing.
First reply
Replies by email in wording you have approved: confirms the enquiry is with you, answers what your published information answers, and says who will be in touch.
Any reply outside the approved wording, and any question about price, value, treatment or terms.
Qualifying questions
Asks the questions you have set, the same for every enquirer, and records the answers as given. If nobody replies it asks again at the intervals you choose.
Any decision about a person: who is offered a viewing, an appointment, a quote or a tenancy.
Hand-over
Passes the lead to the named person with a summary: who it is, what they want, what they answered and when they can talk. Offers diary slots if you allow.
The call back and the conversation. The agent makes no phone calls.
Time to first reply
Counted for every enquiry from the moment it arrives to the first reply, in and out of opening hours. Reviewed with you each month.
Leads handed over complete
The share of leads that reached a person with every approved question answered, and which questions people most often leave blank.
Enquiries left unanswered
Every enquiry that got no reply, and why: an address that bounced, a duplicate, or one held for a person who has not yet picked it up.
Estate agents
Rightmove enquiries and valuation requests answered as they arrive, each buyer's position asked and logged. Who gets a viewing is your negotiators' call.
Dental practices
Implant, aligner and whitening enquiries answered from your approved information and passed to your treatment coordinator to book. The plan and estimate are the dentist's.
Surveyors
Quote requests answered with the questions that price a Level 2 or Level 3 survey. The fee and the terms of engagement are the surveyor's.
Questions owners ask
Our Rightmove enquiries come in at night and at weekends. Will it reply?
Yes. Rightmove and OnTheMarket email enquiries; Zoopla can push leads to your system. The role is specified to reply by email as each arrives, whatever the hour, in your approved wording, and to ask your questions. When your office opens, your named person has a summary of each lead and the times they can talk.
Does it decide who gets a viewing or an appointment?
No. It asks every enquirer the same questions you have set, records what they say and decides nothing. Who is offered a viewing, a consultation, a quote or a tenancy is decided by a person. Where applicants are screened, as in lettings, this keeps the questions identical and leaves the decision with you.
What does it say when someone asks the price?
Only what you have published and approved, such as a fee scale or a price list. It does not value a property, set a survey fee or say a treatment is right for someone. Those questions go to the person who can answer them, and the enquirer is told who that is.
Where do the leads and their answers end up?
In your CRM or practice system, against the contact, where its maker gives other software a way in. That is checked for your system before anything is built. Where there is no way in, the agent hands the lead over in your team chat or by email and a person keys it.