Property enquiry to viewing
When to use it
Section titled “When to use it”- Enquiries reach you from listings, your website, Instagram or a printed board, and the first agent to call usually wins.
- You want every viewing booked in one place, with a reminder so people turn up.
- You want to know which listings get enquiries and who still needs a call.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A form people fill in | The Enquiry form this playbook creates. Put its link on each listing as ?property=<listing code> so the form knows which property it is about. |
| A booking form | The Viewing booking form this playbook creates: each booking saves its time on the lead, which drives the reminders. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Sales agents | Calls new enquiries and follows up after viewings. | Empty |
| Team | Sales managers | Hears about enquiries nobody called in time, and gets the weekly report. | Empty |
| Form | Property enquiry | The enquiry form. A hidden field takes the property code from the link on the listing. | Draft, not published |
| Form | Book a viewing | The viewing booking form. Each booking sends booking.created with the slot time. | Draft, not published |
| Segment | Viewing within hours | A viewing in the next few hours. | Ready |
| Segment | Viewed yesterday | A viewing in the last day. | Ready |
| Question | Report: property enquiries | How many enquiries came in (used by the weekly report). | Ready |
| Question | Report: enquiries by property | Enquiries per property code, so you can see which listings pull. | Ready |
| Question | Report: viewings booked | How many viewings were booked (used by the weekly report). | Ready |
| Report | Weekly: enquiries and viewings | Each week, enquiries, enquiries per property, viewings booked and the state of the call tasks, to the managers. | Off |
| Template | Enquiry received (SMS) | Instant reply to an enquiry, with the link to book a viewing. | Ready |
| Template | Viewing booked (SMS) | Viewing confirmation. | Ready |
| Template | Viewing today (SMS) | Short reminder a couple of hours before. | Ready |
| Follow-up | Enquiry: reply and call | SMS with the viewing link, then an agent call task that escalates to a manager; the outcome is saved. | Off |
| Follow-up | Viewing booked | When a viewing is booked, save its time on the lead and confirm it. | Off |
| Follow-up | Viewing cancelled | A cancelled booking clears the saved time, so no reminder goes out. | Off |
| Follow-up | Viewing reminder | Hourly run over "viewing within hours"; one reminder per viewing. | Off |
| Follow-up | Viewing follow-up call | Daily run over "viewed yesterday": an agent follow-up task; the outcome is saved. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your agency? | none, must answer | org_name |
| 2 | Which team calls new enquiries and follows up after viewings? (one person is fine) | Sales agents | agent_team |
| 3 | Who should hear if an enquiry isn't called in time? | Sales managers | manager_team |
| 4 | Which number should leads call to change a viewing? | ‹workspace phone› | office_phone |
| 5 | How many hours do agents have to call a new enquiry? | 1 | call_due_hours |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Hours after which an uncalled enquiry goes to the manager | 2 | escalate_after_hours |
| Hours before a viewing for the reminder | 2 | reminder_hours |
| Time of the daily follow-up run after viewings | 09:00 | follow_up_time |
| Hours the agent has to call after a viewing | 24 | follow_up_due_hours |
| When the weekly report arrives | 0 8 * * 1 | report_cron |
| Default phone country on the forms | ‹workspace country› | default_country |
| Time zone for the schedules and report | ‹workspace timezone› | timezone |
| Greeting when a first name is missing | there | greeting_fallback |
Timings
Section titled “Timings”- The enquiry SMS goes straight away, and the call task is created at once, due in 1 hours.
- If nobody has responded after 2 hours, the task escalates to Sales managers.
- A booked viewing is confirmed by SMS at once and reminded 2 hours before (the run is hourly).
- The day after a viewing, at 09:00, the agent gets a task to call, due in 24 hours.
- The weekly report arrives on cron 0 8 * * 1 in ‹workspace timezone›.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| sms | The viewing link, the booking confirmation and the reminder | An SMS provider, or Origamy managed SMS after business verification (KYC). |
What you need to do
Section titled “What you need to do”- Publish the Enquiry form and put its link on every listing with the property code on the end, for example the form link followed by ?property=FLAT-12. Use short codes with no spaces.
- Publish the Viewing booking form and set your viewing days and hours in the form builder (the date and time slot question). If you show several properties, the same link works for all of them.
- Add your agents to the Sales agents team and managers to Sales managers. If you are a one-person agency, put yourself in both. A task assigned to an empty team reaches nobody.
- Connect an SMS provider or finish business verification, switch the follow-ups on, and test with your own phone and a fake enquiry.
- Tell leads when you collect their details, and only use them to follow up on the property they asked about.
- Put a short, unique code on each listing (for example FLAT-12 or OAK-3B) and add it to the form link as ?property=FLAT-12 on every listing, Instagram post and sign. The code ends up on the lead, in the agent’s task and in the weekly report, so you can see which listings pull enquiries.
- Speed matters more than polish. Most leads go to the agent who calls first, so keep the first-call target at an hour or less and make sure the manager team is a real person who will see the escalation.
- In the booking form builder, set viewing days and a slot length that match how your agents actually work (for example 30 minutes, Monday to Saturday). Add a line asking leads to say if they will come with someone, so the agent can plan.
- Only collect what you need to arrange a viewing. A budget range is optional and stays in the task, never in a message. Tell people how you will use their number, and stop messaging anyone who replies STOP.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
We're an estate agency. When someone sends an enquiry about a property, text them a link to book a viewing and give our agents a task to call them within an hour. If nobody calls in two hours, tell the sales manager. Remind people two hours before their viewing, and the day after a viewing give the agent a task to ask how it went.
It passes when every piece is a valid draft and everything lands off, with at least: form, segment, workflow, message_template. It must never use: guaranteed.