Automate letting enquiries: from first response to viewing proposal

Break the workflow into four jobs: acknowledge the enquiry, collect approved missing details, propose available viewing slots and hand the record to a member of staff. Each job needs a clear input and an exception path.

Define what the workflow is allowed to do

For an initial trial, prepare drafts only. Supply the property record, advertised terms, branch-approved questions and a dated list of available appointments. Leave applicant eligibility decisions and exceptions with staff. The prompt should not infer sensitive personal details or create rules that the branch has not approved.

Distinguish a proposed slot from a booking

An AI can suggest a supplied slot in a draft. A connected booking system also needs to check that the slot is still available, reserve it, prevent double bookings and confirm the result. Test that integration separately. If the availability feed fails, stop proposing appointments and route the enquiry to the coordinator.

Make the handover explicit

The staff record should show enquiry ID, property reference, supplied requirements, missing information, proposed slots, conversation summary and responsible owner. Label questions that remain unanswered. Keep the audit trail in the system approved by your agency.

Test the exceptions before unattended use

• The property is no longer available.
• The calendar is stale or the slot has been taken.
• The same person enquires through two channels.
• A resident reports an urgent repair rather than a viewing request.
• The customer asks a question outside the supplied facts.

Each exception should reach the correct human queue. For urgent matters, use the branch’s established escalation instructions; do not let the model invent its own emergency process.

Measure the full journey

Count enquiries received, meaningful responses, viewing proposals, confirmed bookings, attended viewings, duplicate bookings and manual handling time. A high response count alone does not establish more lettings.

See documented examples

Wright Letting & Management is a supplier-reported example of enquiry collection and handover. Holland Properties covers shared enquiry and maintenance records. Use their linked sources to assess what was actually deployed.

Next action: Use the viewing-proposal prompt in the starter kit with a small set of fictitious enquiries and real, approved slot rules.