Real Estate

Weekend enquiries answered before Monday

A lettings agency stopped losing the enquiries that arrived when nobody was at a desk.

This is an illustrative composite. It is drawn from delivery patterns across our work rather than published as a named client reference, and the figures describe the pattern rather than one audited engagement. We would rather label it than imply a reference we cannot put you in touch with.

Industry
Real Estate
Size
28 staff
Platforms
ConnectAtlas

Context

A 28-staff lettings agency managing around six hundred tenancies. Enquiries arrived by phone, portal, email and WhatsApp, and most arrived outside office hours — evenings and weekends, when people look at property.

The problem

An enquiry landing on Saturday got a first reply on Monday afternoon. By then a good proportion had booked a viewing elsewhere. Maintenance reports arriving the same way sat in the same undifferentiated pile, so an urgent leak and a question about parking waited equally.

What we did

  1. 01Threaded all four channels into one queue so the agency could see, for the first time, what actually arrived and when.
  2. 02Triaged incoming messages into viewing enquiries, maintenance reports and tenancy questions, with urgency scored and stated.
  3. 03Answered the answerable ones from the agency's own property and tenancy records, citing the record each answer came from.
  4. 04Escalated anything about money, notice or a contractual term to a person, always. No agent commits to a date or a cost.
  5. 05Ran it in shadow mode for three weeks, comparing every triage decision against the negotiator's own before it replied to anyone.

Architecture

Nothing here is a black box. You can read the architecture before you sign, and you own it after.

  1. 01ChannelsJJ Tech Connect threads phone, portal, email and WhatsApp into one conversation per contact.
  2. 02TriageClassification into enquiry, maintenance or tenancy question, with an urgency score the agency can audit.
  3. 03RetrievalJJ Atlas over property and tenancy records, tenant-scoped; every answer cites the record it read.
  4. 04EscalationMoney, notice and contractual terms always route to a person. The boundary is enforced, not prompted.
  5. 05Write-backResolved threads write to the tenancy record so Monday's team sees what happened at the weekend.

Results

The numbers the work closed against.

target median first reply to a weekend enquiry
8 mintarget median first reply to a weekend enquiry

Basis: 41 hours is observed. Eight minutes assumes triage and retrieval run on arrival and that only money, notice and contractual questions wait for a person.

target increase in viewings booked from weekend enquiries
19%target increase in viewings booked from weekend enquiries

Basis: Assumes the observed loss is to whoever replies first, and applies the segment of weekend enquiries that currently go elsewhere before Monday.

in shadow mode before a single tenant receives a reply
3 weeksin shadow mode before a single tenant receives a reply

Basis: A delivery standard, not a forecast: every triage decision is compared against the negotiator's own before the system is allowed to respond.

commitments on money, notice or terms made without a person
0commitments on money, notice or terms made without a person

Basis: A structural constraint: those categories always route to a human and the agent has no path to commit on them.

Stack

  • Next.js
  • Supabase Postgres
  • WhatsApp Business API
  • pgvector
  • Edge Functions
  • Vercel

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Does this look like your business?

Tell us what is slow and what it is costing. We will point you at the closest precedent we have and say plainly where yours would differ.

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