Give every property enquiry an owner and a next step.

A property enquiry can begin with a specific listing and become a broader conversation. Someone may ask whether a home is still available, whether the location suits their commute or how to arrange a viewing. The team’s first job is to understand the request and make a useful response. Kibi keeps that enquiry, its owner and the next action together so a small sales team can continue the conversation when another person takes over.

Collect a short description of the property or area of interest, the broad requirement and an appropriate contact preference through supported fields or notes. Ask only for what helps the next conversation. Keep listing availability, detailed property information and transaction documents in the systems responsible for them. An enquiry record should help your teammate find the right question to answer; it is not evidence that a property is available or a viewing has been arranged.

• Property question: confirm the details through the authoritative listing record.
• Broader search: learn the location and requirement the person wants to discuss.
• Viewing interest: arrange the next conversation through your established process.

In a small team, the person checking new requests may be different from the agent making the call. Give the enquiry one owner responsible for the next customer contact. A colleague can check listing information or answer a local question without making the whole group responsible for the response. Record what needs clarification and what the customer has already been told. The owner should be able to continue from that point without reopening the entire intake process.

Routing and round-robin are included on Team and Growth. Test rules that match your current structure and review a non-matching enquiry. Confirm how the team handles absence and reassignment using the product’s actual configured behaviour. Do not infer territory management, automatic agent capacity or viewing availability from a routing label. Check the owner and member permissions so people can complete the intended handoff with appropriate access.

• Owner: the person accountable for the next contact.
• Question: the property or requirement that needs clarification.
• Promise: what the team has said it will do next.
• Exception: how a request moves when the intended agent cannot act.

When someone expresses viewing interest, use your established booking and availability process to arrange it. Kibi can hold the enquiry context and the next follow-up action, such as a call to discuss available arrangements or feedback after a confirmed viewing. Do not treat a planned CRM task as a reserved slot. The authoritative appointment details should remain in the scheduling process your team actually uses.

After a viewing, the next conversation may concern a different requirement, a further question or whether the person wants to continue. Record that outcome without assuming attendance means an offer or a transaction. Keep negotiation, formal documents, financial checks and transaction milestones in the appropriate systems. The enquiry workflow is most useful when it stays connected to the customer’s next decision while leaving specialist property operations clearly defined.

• Interest expressed: clarify the requested viewing through your booking process.
• Arrangement confirmed: rely on the authoritative schedule.
• Feedback requested: plan the agreed conversation and record the useful result.
• Transaction work begins: use the approved process and records for that work.

The 14-day trial includes up to 10 people. Start with one source and fictional enquiries to check fields, ownership and access. Then agree a narrow live pilot with the team. Include a request about a property, a broader search question and a callback that changes owner. Ask the receiving agent to explain the current requirement from the record. This tests the handoff rather than only the moment a notification arrives.

If the team works between the office and viewings, check the required daily tasks on Android or iOS. Use the web workflow for setup and administration and do not assume every desktop task is identical on a phone. Keep the existing process available while the pilot runs. Decide which records, if any, need CSV import, and review a small authorised sample before moving the whole active list.

• Capture preserves the useful property question and source.
• Ownership remains clear after a coordinator-to-agent handoff.
• Today holds a specific next action with the customer’s context.
• Viewing bookings remain in the established scheduling process.
• The team can explain where listing and transaction information stays.