Answer leasing inquiries and book showings
Inquiries from listing sites, your website and email get an answer within minutes from current availability, pricing and policies. Prospects book a showing into an agent's calendar, and each conversation is logged against the lead. For leasing teams whose replies arrive the next morning.
Function: Support · Industry: Property management
Answer leasing inquiries and book showings
6 steps
At a glance
- Trigger
- A prospect sends an inquiry through a listing site, web form, text or email.
- Typical inputs
- Inquiry messages
- Unit availability and pricing
- Pet, parking and application policies
- Agent calendars and showing rules
- Systems it usually connects to
- AppFolio
- Buildium
- Zillow
- Google Calendar
- How the work splits
3 rules, 2 model, 1 person steps
How it runs, step by step
6 steps, each tagged by what does the work. Rules are fixed logic, a model reads or drafts, and a person decides.
- Rules Fixed logic in code
- Model AI reads or drafts, with a confidence score
- Person A named person decides
- 1
Match the inquiry to a unit
RulesThe listing or address is matched to a unit, and the lead is created or updated in the CRM.
- 2
Understand the question
ModelA model identifies what the prospect wants to know: availability, price, pets, move-in costs or a tour.
- 3
Pull the facts
RulesAnswers come from your current unit data and written policies, and nothing is stated that is not in those sources.
- 4
Reply and offer times
ModelA model writes the reply, applies your approved language and offers open showing slots.
- 5
Hold the showing
PersonThe leasing agent conducts the tour and handles negotiation and application questions.
- 6
Follow up
RulesA reminder goes before the showing and a follow-up afterward, until the lead applies or opts out.
Where people approve
The decisions that stay with your team, whatever the confidence score says.
- Management approves the scripts and language before launch.
- Agents handle any question about screening outcomes or exceptions.
- Prospects can ask for a person at any point.
KPIs to track
What to measure, before and after. Targets come from your own baseline.
- 01Minutes from inquiry to first reply
- 02Inquiries that lead to a booked showing
- 03Showings that happen against those booked
- 04Leasing agent hours spent on routine questions
Questions about this workflow
How do you keep replies fair-housing compliant?
Replies are written from approved language, apply the same information to every prospect and avoid questions about protected characteristics. Your team approves the scripts, and we test them with sample conversations before launch. We are not a law firm, so your counsel should review the final wording.
Can it quote a price that changes often?
It reads current pricing from your system on each reply. If the price cannot be confirmed, it says an agent will confirm rather than quoting an old figure.
Which steps use rules, a model and a person?
Rules: match the inquiry to a unit; pull the facts; follow up. Model: understand the question; reply and offer times. Person: hold the showing. Rules are fixed logic in code. A model reads or drafts and reports its confidence. A named person decides.
What do we need to start?
Typically: inquiry messages; unit availability and pricing; pet, parking and application policies; agent calendars and showing rules. You also need read access to AppFolio, Buildium, Zillow and Google Calendar, or the equivalents you use. A workflow audit measures your volumes and past cases first, then gives a fixed price for the build, so you can decide with real numbers.