FOR SMALL REAL-ESTATE TEAMS # Give every property enquiry an owner and a next step. Keep the buyer’s question, the responsible teammate and the next conversation together. Use Kibi for enquiry follow-up alongside the tools that manage your listings, viewings and transactions. [Start free trial](https://kibihq.com/start)[Try the demo](https://demo.kibihq.com/) 14 days · every feature · no card ILLUSTRATIVE ENQUIRY ## Two-bedroom property near the station OwnerAsha Next actionCall after work to clarify requirements A fictional example of the work, not a customer testimonial. BEFORE THE VIEWING ## Start with what the person wants to find out. 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. THE SOURCE AND THE QUESTION ## Give each supported enquiry route a checked handoff. [Review supported capture routes](https://kibihq.com/features/lead-capture/)[Connect a website form](https://kibihq.com/help/connect-website-form/) A small property team may receive website enquiries, selected enquiry emails, calls and advertising responses. Map the routes you actually use, then choose a supported connection for each. A compatible form, relevant forwarding rule or manual enquiry can start the workflow. Test a fictional property question and inspect the resulting record. Check whether the listing reference and contact preference arrive in a useful form instead of assuming every source provides the same information. Provider availability should stay visible: Facebook & Instagram lead ads · Beta — Available after a short review. WhatsApp · Beta — Available after a short review. Google lead forms · Coming. Do not assume a native property-portal integration, listing syndication or an MLS/IDX connection. If a portal sends an enquiry notification by email, assess the supported forwarding route and its captured details separately. A source that mentions a property in free text may still need the receiving teammate to confirm the reference before responding. ILLUSTRATIVE EXAMPLE ### Fictional enquiry Nora asks about a two-bedroom property near the station and prefers a call after work. The example uses a broad property question and contact preference. Asha checks the authoritative listing information before discussing availability or possible viewing arrangements. FOLLOW ONE ENQUIRY ## One enquiry. A person. A plan. Choose a step. Watch the same sample enquiry move through the work. kibi.Sample workspaceA Today 3Enquiries 8OverviewIllustrative data WEBSITE ENQUIRY ### Victoria · Kitchen project New enquiry V “Can we discuss a kitchen project?” I’m looking at options and would like a callback before arranging a visit. Website form submitted Kitchen project · callback requested SourceWebsite form OwnerUnassigned Next stepJust arrived Website enquiry received Victoria wants to discuss a kitchen project. The original request and website source belong with the lead. Review the request First task: check the contact details and the request. Illustrative workflow with fictional enquiry details. [See the actual Today workflow →](https://kibihq.com/features/today) FROM COORDINATOR TO AGENT ## Make the customer contact someone’s responsibility. 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. MAKE THE CALL RELEVANT ## Record the reason behind the next conversation. [Explore Today and follow-ups](https://kibihq.com/features/today/) A buyer may need to discuss location, space, timing or which information would help them assess a property. Record the relevant conversation in plain language, using the supported fields and notes available. Avoid inventing a detailed property database inside the enquiry record. The useful test is whether another teammate can understand the current requirement and the next agreed action without asking the person to repeat the same first-contact questions. Plan that next action in Today. “Call after work about the station-area search” is more useful than a generic callback when the original listing may no longer be the whole question. If the person is waiting to discuss the move with someone else, preserve that circumstance and agree the next contact. Keep contact preferences clear and follow your process when the person does not want further messages. ILLUSTRATIVE EXAMPLE ### Fictional conversation Nora explains that the station-area location matters more than the original listing. Asha records the broad requirement and plans the agreed follow-up. If Lee takes over, Lee can begin with that changed requirement rather than assuming Nora only wants an update on one property. THE VIEWING FOLLOW-UP ## A planned action is not an appointment booking. 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. SEE WHO IS WAITING ## Review promises and source quality with consistent definitions. [Understand Ad return](https://kibihq.com/features/ad-signals/)[Review routing and access](https://kibihq.com/features/routing/) A weekly review can focus on unowned requests, promised callbacks and enquiries waiting for information. Ask the owner to identify the obstacle rather than report every message again. Check the manager’s actual access during the trial; a shared workflow does not establish identical visibility for every role. Keep outcome definitions stable so an enquiry, a viewing discussion and a completed sale do not become interchangeable in a summary. Ad return is included on Growth and can bring recorded spend and outcomes into a review. Imported Meta ad spend · Beta — Available after a short review. Meta outcome signals · Available. Imported Google ad spend · Coming. Google conversions · Available. Typed-in spend can cover a source without a native imported-spend connection. Property decisions can take time, so examine the records and reporting lag behind totals. Recording revenue or sending a supported outcome does not establish complete attribution or a guaranteed improvement in advertising. ILLUSTRATIVE EXAMPLE ### A useful review question Which property enquiries are waiting for a response our team promised, and what information does the owner need? Answer that first. Use listing, scheduling and transaction records for their respective operational facts, rather than asking the enquiry summary to supply all of them. TRY ONE SOURCE AND ONE HANDOFF ## Make the trial resemble the working day. 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. USE A CRM FOR THE ENQUIRY GAP ## Keep your property operations in the tools designed for them. [Compare current plans](https://kibihq.com/pricing/)[Explore the demo](https://demo.kibihq.com/)[Start your trial](https://kibihq.com/start/) Kibi is worth evaluating when the small team’s main gap is first-contact ownership and consistent follow-up. Keep listing management, syndication, property management, transaction handling and authoritative viewing schedules in their appropriate tools. If one of those is the primary requirement, start that evaluation there. An enquiry CRM earns its place when it gives the team a clearer next conversation without creating a competing operational record. Compare the full plan subscription for the people and functions needed, with any separate provider use. Included people should be judged against actual team use, and plan conditions should be clear before the pilot expands. Choose a few ordinary enquiries at the end of the trial and ask who owns each, what happened last and what happens next. That gives your team a practical basis for deciding whether to adopt the workflow. ILLUSTRATIVE EXAMPLE ### A useful next step Create the fictional station-area enquiry in the demo or trial. Assign it, record a changed requirement and transfer the callback once. Ask the receiving teammate to continue the conversation. Evaluate that result alongside cost, access and the property systems you retain. THE PRACTICAL QUESTIONS ## Decide with the details. Does Kibi provide MLS/IDX or property-portal integration? No such connection is claimed here. Review supported intake routes individually, including compatible forms and selected enquiry-email forwarding. Listing and portal functions remain separate requirements. Can a Today task book a viewing? A planned task is a follow-up action. Arrange and confirm viewings through your established scheduling process, then keep the relevant next conversation clear in Kibi. Are these examples customer results? No. The property enquiries and team names on this page are fictional examples of an enquiry workflow. They do not establish measured sector adoption or sales outcomes. LESS CHASING. MORE CALLING BACK. ## Your next enquiry deserves a next step. Give it a home, an owner and someone who knows when to call back. [Start free trial](https://kibihq.com/start)[Try the demo](https://demo.kibihq.com/) 14 days · every feature · no card I’ll keep an eyeon the next step. Source: https://kibihq.com/industries/real-estate/