Hand Loan, Valuation and Negotiation Questions to the Agent
This recipe makes sure the questions only a licensed or registered agent should answer always reach you. Loans, property taxes, rental yield, valuations, redevelopment, the neighbours, offers and negotiation are never answered by AeroChat. It collects the question, tags the conversation and passes it to you on your phone. Set it up before any other workflow goes live. Part of the property agent workflows.
Why this one comes first
A buyer asks “is this a good investment?” or “how much can I borrow?”. A confident wrong answer there is financial advice or a representation about the property, given with your name on it. In most countries, agents answer to a regulator or licensing body for exactly these statements.
The volume is low. The stakes are high, so this rule runs alongside every other workflow.
What goes to you
- Financial advice. Loan eligibility, how much they can borrow, property taxes such as stamp duty or transfer tax, whether to sell first, using retirement or pension savings.
- Representations about the property. Rental yield, expected price growth, valuations, redevelopment chances, the neighbours, why the owner is selling, any defect not on the listing.
- Offers and negotiation. Any offer, counter-offer, request for a lower price, or purchase contract.
- Complaints and disputes. About you, a viewing, a tenancy or a landlord.
- Anyone who asks for you by name. Some buyers want a person from the first message.
The recipe
Copy this into AeroChat
These rules apply to every conversation, including in the middle of any other workflow.
- If someone asks about loans, how much they can borrow, loan approval, property taxes, using their retirement or pension savings, or whether to sell first, do not answer.
- If someone asks about rental yield, price growth, the value of a property, redevelopment, the neighbours, why the owner is selling, or any defect not in the listing in our CRM, do not answer.
- If someone makes an offer, asks for a lower price, or asks about the purchase contract, do not answer or negotiate.
- In each of these cases, say: “That is a question I want to answer properly myself. I will reply to you shortly.” Ask whether there is anything else they want me to cover, so I have the full question.
- Tag the conversation “agent question”, write a one-line note with the question and the listing, add the note to their lead in our CRM, and hand the conversation to me.
- If they were booking a viewing, finish the booking first, then hand over.
- If someone complains, or asks to speak to me, apologise if it is a complaint, and hand the conversation to me straight away.
Outside my working hours of 9am to 10pm (example), tell them I will reply by 10am the next day. Never guess an answer to any of these questions. Reply in the customer’s language.
Change the working hours and the wording to your own before you paste it.
What to connect
- AeroChat’s handover, tags and notifications. Built in. Handed-over conversations show at the top of your inbox with the note.
- The AeroChat mobile app. So you see the handover and can reply from your phone between viewings, with the whole conversation visible.
- Your real estate CRM. So the note lands on the lead and the handover goes to the agent named on the listing. Follow Up Boss, HubSpot or Rex connect through their APIs. In Follow Up Boss, copy your API key from Admin, then API. In HubSpot, a super admin creates a private app and copies its access token. In Rex, set up a user for AeroChat. Paste it in when AeroChat asks.
- Your team. In an agency, a team lead can see every handover in the shared inbox.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- The full list of topics that go to you.
- Your working hours and the reply time you promise.
- Who covers when you are on leave or at a launch.
- Whether you want every new lead handed over after the first reply.
AeroChat follows these as written. When a question is close to the line, it hands over rather than guesses.
The result to expect
The routine questions get answered at any hour, and the ones with your licence behind them always reach you with the question already written down. You reply once, knowing what the buyer asked, instead of starting the conversation again.
In the first week, read every handed-over conversation and check nothing was answered that should have come to you. Add any new topic to the list.
See also live chat handover and listing enquiries.
Set your rules before you go live
Paste this recipe with listing enquiries, then ask “how much can I borrow?” from a friend’s phone and check it reaches you.
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