Define the job of the assistant
A property team may receive enquiries about viewing times, documents, availability and ongoing service. Those are different processes. Choose one first: for example, preparing a leasing enquiry for a colleague to follow up.
The assistant’s job could be to explain published information, collect an appropriate contact preference and summarise the request. It should not promise that a property is reserved or a viewing is booked unless the relevant action has actually succeeded.
- Understand the request
- Check permitted information
- Identify the next step
- Hand over with context
A worked example: a viewing enquiry
Illustrative scenario. A prospect asks about a two-bedroom property and whether they can view it on Saturday. The assistant collects the details needed for follow-up and consults an approved availability source if that connection exists. If it cannot access the booking system, it offers a booking link or a human handoff without claiming to reserve a slot.
The handoff records the property or area discussed, the requested timing, what was already answered and the unresolved question. It does not infer income, eligibility or personal circumstances from the person’s writing.
Make the handoff useful to the next person
| Include | Avoid |
|---|---|
| The visitor’s actual request | A generic “interested customer” label. |
| Relevant information already provided | Making the person repeat the same intake. |
| Actions that genuinely succeeded | A claimed booking based only on a suggested time. |
| Open questions and an accountable next step | An ambiguous promise that “someone will be in touch soon”. |
Decide where this information belongs in your Salesforce implementation. A Lead, Case or custom enquiry record may serve a different purpose; the example does not prescribe one schema for every property business.
Keep public and resident-specific work separate
A public website can answer approved general questions. A resident’s account, service request or agreement needs an appropriate authenticated experience and access controls. Knowing an email address or unit number is not the same as proving entitlement to see a record.
The Vila 11 customer story describes a specific resident-guidance configuration. It is evidence of that implementation, not a promise that every enquiry, booking or property-system integration is already included.
Measure progress, not just message volume
Useful measures include complete handoffs, repeat questions, failed bookings, time to a human response and accuracy against current property information. A high conversation count does not show that enquiries reached the right person.
REDA AI can be configured around the property team’s process and available tools. Use the real-estate industry guide to explore candidates, then test a focused workflow with the people who will operate it.