Structuring Enquiries, Agents, and Follow-Ups

2025-12-03 | Real Estate Playbooks | by DJC AI Team

Chaos in Real Estate comes from treating every inquiry as "Urgent." When everything is urgent, nothing is urgent.

Triage Protocol

We categorize leads into three buckets:

1. The "Now" Buyer

Signals: Asks for specific unit, asks about financing, wants to view this weekend.
Action: Direct hot-transfer to Senior Agent phone.
SLA: < 15 mins.

2. The "Future" Buyer

Signals: "Just looking," "Project launches next year," "Investing for kids."
Action: Add to "Nurture Campaign" (Email/WhatsApp Newsletter).
SLA: 24 hours.

3. The "Ghost"

Signals: No reply to first 3 messages.
Action: Automated "Break-up" sequence by AI.
SLA: Zero human time.

Assignment Rules (Round Robin is Dangerous)

Most teams use "Round Robin" (Lead 1 -> Agent A, Lead 2 -> Agent B). This is bad if Agent A is lazy and Agent B is hungry.

We use Performance-Based Routing.

If Agent A calls leads < 5 mins, they get more leads.
If Agent B ignores leads for > 2 hours, they get zero leads.

The system rewards speed.