A lettings branch in Harborne put a two-bedroom flat on Rightmove at nine on a Thursday, and by lunchtime the office had taken more than sixty calls about it, while both negotiators were out doing viewings on other properties and the branch manager was on hold to a landlord's insurer. Most of the callers left a message, and the ones who got through were booked into viewings without anybody asking whether they could afford the rent.
The businesses in this article are illustrative examples, not named StartAutomate clients.
Key takeaways
- Popular listings produce a burst of calls that a small branch cannot answer, and applicants who cannot book move on to the next property.
- An AI receptionist can book viewings, ask the qualifying questions a negotiator would ask, and take valuation requests from landlords and sellers.
- It follows the agency's own referencing criteria and gives every applicant the same information.
Viewing requests on new listings
The first two days after a listing goes live bring most of the calls it will ever get. Branches that cannot answer in that window end up with a list of voicemails to return, and in a busy rental market the property is often let before they reach the bottom of it.
The agent answers every one of those calls, confirms which property the caller means, and books a viewing into the diary in Reapit, Alto, Jupix or whichever software the branch uses, grouping viewings into blocks so a negotiator is not driving back to the same flat four times in a day.
Qualifying applicants before viewings
For lettings the agent asks when the applicant wants to move, how many people will live there, whether there are pets, and whether their income meets the branch's affordability rule, usually thirty times the monthly rent. It explains the holding deposit rules under the Tenant Fees Act, and it records the answers against the applicant.
For sales it asks whether the buyer has a property to sell, whether it is on the market or under offer, and whether they have a mortgage agreement in principle, which is the conversation negotiators most often skip when they are busy.
Valuation requests from sellers and landlords
Valuation requests are the calls an agency most wants to answer, because they are the start of a new instruction. The agent asks about the property, the reason for moving or letting, and the timing, then books the valuation with the branch manager or the valuer who covers that postcode.
Landlords asking about management get the same treatment, with a note of how many properties they own and whether any are currently let through another agent.
Fair treatment of applicants
The agent gives every caller the same information and applies the same questions, and it does not describe areas in terms of who lives there or steer applicants between properties. Right to Rent checks, referencing and any decision about an application remain with the branch.
Agencies that are members of Propertymark or a redress scheme can give the agent the wording they already use in their own policies, so what applicants hear on the phone matches what is on the website.
Common questions
Can an AI receptionist book property viewings?
Yes. It books viewings directly into your agency software, confirms by text, and can send a reminder the day before.
Does it work with Reapit or Alto?
We connect to common UK agency platforms including Reapit, Alto, and Jupix so viewings, applicant details and valuation requests land in your diary and CRM.
Can it qualify tenants?
It asks your qualifying questions and records the answers, including affordability against your criteria. Referencing, Right to Rent checks and decisions stay with your team.