How to route new enquiries to the right agent

Set up lead routing in Estate CRM so every enquiry from your website, share pages and property portals reaches the right agent with a reply task.

When someone asks about a property, the enquiry should reach an agent quickly. Estate CRM does this for you: every enquiry becomes a contact, is given to an agent and lands on their to-do list. This article explains what happens to an enquiry and how to set the rules.

Where do enquiries come from?

• The enquiry form on a listing’s share page.
• Your own website, through the website API or the WordPress plugin.
• Property portals such as Bazaraki, home.cy, Spitogatos and XE.gr, when you forward their enquiry e-mails to your portal address — see portal leads by e-mail.

What happens to a new enquiry?

1. Estate CRM looks for an existing contact with the same e-mail or phone. If there is none, it creates one with the status Lead.
2. It picks an agent (see below) and assigns the contact to them.
3. The agent gets a Reply to enquiry task, due at once, with the message attached, and an e-mail notification — also in Telegram if they have connected it.

How is the agent chosen?

In this order:

1. A contact you already have stays with their own agent, as long as that agent is active.
2. An enquiry from a share link an agent sent goes to that agent.
3. Your rules, checked from top to bottom — the first rule that fits decides.
4. If no rule fits, the Otherwise setting: The listing’s agent, else take turns, or Always take turns.

“Taking turns” means the agent who was given a lead longest ago gets the next one.

How do I set up routing rules?

You need to be an owner or manager.

1. Go to Leads in the sidebar.
2. Under Lead routing, click Add rule.
3. Set any of Lead source, Sale or rent and Language of the message — for example, Greek-language enquiries for rentals — and leave the rest on Any. The language is recognised from the message: Greek, Russian, or English and other Latin script.
4. Under Goes to, tick one or more agents. Agents in a rule take turns.
5. Choose the Otherwise setting and who takes turns (none ticked means every owner, manager and agent), then click Save.

How fast does my team reply?

Reports has a Reply times section: the Median reply, the share Answered within 1 h and how many leads are Still waiting, by agent and by source. A first call, message or meeting counts as a reply, and so does closing the Reply to enquiry task.