Ground replies in current listing data
Rent, availability, and property details are retrieved from the business system at the moment of the conversation. The model is not treated as a property database.
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AI and automation / 2026
After-Hours Lead Qualification and Booking
A high-intent property enquiry can arrive after the office closes, sit unanswered until the next morning, and lose momentum while the prospect continues messaging other providers.
The assistant does not invent availability, rent, or property facts from model memory. It reads the listing system, asks two bounded qualification questions, offers a valid calendar slot, writes the lead and booking to operational systems, and hands anything involving tenancy approval, rent negotiation, or screening back to a person. The UK and US variants show the same control pattern with different language and regional conventions.
- Role
- Workflow designer and system architect
- For
- Independent portfolio build
- Stage
- Illustrative workflow
Walkthrough
Watch it run
Fictional lettings agency. An evening enquiry is answered from listing data, qualified with two questions, booked into a valid viewing slot and written to the CRM and calendar.
My part
What I built
- Designed the after-hours customer journey from first message through qualification, booking, CRM update, and next-morning handoff.
- Defined which facts must come from source systems and which parts of the reply can be phrased by an AI layer.
- Separated reversible scheduling work from consequential tenancy, pricing, and screening decisions.
- Modelled the same workflow for UK lettings and US property-rental language without changing the authority boundaries.
- Specified logging, uncertainty handoff, and fallback behaviour as part of the workflow rather than as an afterthought.
Decisions
The choices that shaped it
Keep qualification deliberately small
The assistant asks only the questions needed to prepare the team and schedule the next step. More invasive or policy-sensitive screening remains outside the automated flow.
Scheduling is allowed, tenancy decisions are not
The workflow may place a valid viewing or tour on the calendar, but it cannot approve a tenancy or lease, negotiate rent, or decide whether someone passes screening.
Every automated action leaves an operational record
The goal is not a clever chat transcript. The useful outcome is a lead record, a calendar state, an audit trail, and a clear handoff that the team can open the next morning.
What has been shown to work
- The same end-to-end sequence was modelled in UK and US variants using the appropriate terminology, currency conventions, and rental language.
- Both variants preserve the same source-of-truth rule for availability and pricing and the same human boundary for consequential decisions.
- The demonstrated path covers first response, two qualification answers, slot selection, CRM update, calendar update, and next-morning handoff.
- The workflow also specifies audit and fallback behaviour, but it is not presented as evidence of production traffic or provider acceptance testing.
Current stage and limits
- This is an illustrative workflow and reference architecture, not a claim that the exact demo is running for a property business in production.
- Concrete CRM, calendar, website, and messaging adapters would require authentication, webhook verification, idempotency, and provider-specific acceptance tests.
- No conversion-rate, revenue, or response-time uplift is claimed from this demonstration.
Screens
From the product
Technical detailOpen the system view
SYSTEM ARCHITECTURE
Source-grounded enquiry to booking
An after-hours enquiry loads current listing and calendar facts, passes a rules check that decides what may be said and booked, and ends in CRM and calendar records with an audit trail. Tenancy, rent and screening decisions leave the automated path.Website message, form or missed call
Bounded conversation and two qualification questions
Availability, rent and property facts
Valid facts and allowed actions
Wording and extraction of bounded answers
Valid viewing or tour slot
Lead record and booking state
Handoff, tenancy and screening decisions
- 01ProspectenquiryWebsite assistant
- 02Listing systemcurrent factsRules check
- 03Website assistantrequestRules check
- 04Rules checkallowed reply scopeLLM response layer
- 05Rules checkvalid slot onlyCalendar
- 06Rules checklead and bookingCRM
- 07CRMmorning handoffLettings team
- 08Rules checkout-of-policy requestLettings team
Security and privacy
- The demonstration uses fictional property, lead, and booking data.
- A production implementation would keep CRM and calendar credentials server-side and scope them to the minimum required actions.
- Legal, tenancy, rent-negotiation, and screening decisions stay outside the assistant's authority.
System components
More work
Gazelle's KitchenA WhatsApp business gatekeeper that qualifies genuine orders, enforces business and safety rules, contains off-topic or abusive conversations, and only surfaces the small set of cases that genuinely need the owner.PilotSellavie AIAn independent project: multi-tenant conversational-commerce software that connects social messaging with business knowledge, guarded AI, human handoff, orders, billing, analytics and operations.MaintainedAI Automation Control PlaneA runnable multi-tenant control plane for AI-assisted business workflows, combining FastAPI, Next.js, PostgreSQL, Redis, n8n, provider routing, human approval, idempotency, replay, cancellation, audit traces, and deterministic local demonstrations.Maintained