Automated inbox triage
AI can distinguish viewing requests, documentation, owners, buyers, suppliers and unrelated messages. Preserve the original email and allow staff to correct its category.
Property identification should use references, links and information from the CRM or portal. When several matches are possible, the system should request confirmation rather than assume.
Extracting and updating information
Names, telephone numbers, preferred areas, budgets and availability can be extracted for review and recorded in the CRM. Before creating a contact, check for duplicates and respect consent and retention rules.
Attachments and documents need separate controls. Not every incoming file should be sent to an external model.
Response drafts with clear limits
Informative replies can use approved templates and current information. Negotiations, contractual terms, complaints and commitments should remain drafts for human validation.
The signature should make responsibility for the communication clear. The goal is to accelerate the consultant’s work, not create a fictitious identity.
Implement in stages
Begin with classification and drafts, without automatic sending. Measure corrections and unrecognised situations. Only after the team trusts the workflow should low-risk replies or CRM updates be automated.
Frequently asked questions
Can AI answer every email automatically?
No. Define a limited list of authorised intents and escalate all other cases.
How can outdated property information be avoided?
Replies should consult an authoritative source such as the CRM or catalogue and never reuse stored information without checking that it is current.
Can the agency keep its existing mailbox?
Often yes, through the provider’s permissions and APIs, using a technical account, minimum access and action logs.