Property enquiries do not keep office hours. Buyers browse portals in the evening, tenants notice a leak on Sunday morning and landlords call when they finish their own working day. Every unanswered call is a viewing that goes to another agent or a maintenance issue that gets worse.
The calls that arrive after 5.30pm
- New enquiries about a listing a caller saw on a portal
- Viewing requests and changes to booked viewings
- Maintenance reports from tenants, from a dripping tap to no hot water
- Emergencies such as a gas smell, flooding or a lock-out
- Landlord enquiries about valuations and management services
What an AI phone agent handles well
Qualifying applicants. The agent asks the questions your negotiators would: which property, budget, move-in date, mortgage or tenancy position, and how many people will live there. Hot leads are tagged and sent to your CRM.
Booking viewings. Connected to your calendar, the agent offers real slots and emails the address to confirm, so Monday starts with a diary full of viewings instead of a list of callbacks.
Logging maintenance. The agent records the issue, the property, access arrangements and how urgent it is, then sends a structured report to your property manager or contractor system by webhook.
Answering listing questions. Upload current listings as a spreadsheet or document and refresh it when stock changes. The agent answers about price, availability, parking or pets from that information.
Emergencies need a clear script
Decide in advance what counts as an emergency and how the agent should respond:
- Gas smell: tell the caller to leave the property and call the National Gas Emergency Service on 0800 111 999 immediately, then log the report for your team.
- Immediate danger: tell the caller to call 999.
- Flooding, no heating in winter, lock-outs: follow your out-of-hours contractor process — for example, take details and trigger an urgent alert to the on-call contact.
The agent should never promise a contractor visit or a time it cannot guarantee.
What to keep human
Negotiation, offers, deposit disputes and sensitive tenancy conversations belong with your team. Configure the agent to take a message and book a callback for these.
Getting started
- Turn the AI on for evenings and weekends first, using call forwarding from your existing number.
- Upload listings, office hours, your maintenance process and emergency contacts.
- Connect your calendar and CRM (HubSpot, Salesforce and Zoho are supported, and webhooks reach others).
- Read a week of transcripts and tighten the script.
See how Narvin works for estate and letting agents.
