Organising agency enquiries: responsibility, records and the next step
When one person calls and contacts a listing, they can receive two replies or none. Agree a simple workflow the team understands. Start with a responsible person and one record your agency can maintain.
Prepared on behalf of the UseliSe project with AI assistance.
1. Give each enquiry one responsible person
Decide who answers a new message and who covers their absence. Agree when the team reviews incoming enquiries during working hours. Record any handover instead of assuming that a colleague saw a forwarded message. The first reply should establish which property the person means and what they need to clarify.
2. Record only what supports the conversation
Record the date, property reference, channel, responsible person, request and next action in a shared table or existing record. Keep the contact needed to reply; do not copy identity documents or unnecessary private details. Limit access to colleagues who need it. This is a workflow suggestion, not a UseliSe CRM feature.
3. Check the offer before giving a firm answer
Before offering a viewing, confirm availability, the current asking price and who can provide access. If a fact is still missing, say what you are checking and when you will respond. Separate confirmed details from questions for the owner. Avoid promising terms that the agency has not agreed with them.
4. Write down the agreement, not just a status
A label such as “in progress” gives a colleague little context. Be specific: waiting for the owner, two viewing times offered, or the client wants another neighbourhood. Add the date of the next contact. If the person writes again, check and update the existing conversation so two agents do not arrange conflicting viewings.
5. Complete the loop after a viewing
Record whether the viewing happened, which question remains open and whether the person wants another conversation. Follow up as agreed, without repeated unsolicited messages. When the need ends or the property is no longer available, update the record and listing. Before a shift ends, check for enquiries without a responsible person or next action.
A quick check before handing over
- Every open enquiry has a responsible person and agreed cover.
- Your colleague can distinguish confirmed facts from outstanding questions.
- The next contact has a reason and an agreed time.
- The record contains no unnecessary personal information.
What this workflow means for UseliSe
UseliSe can be an additional listing channel; the agency manages its replies and client relationships. This guide does not confirm CRM integration, automatic message collection or the availability of email alerts. Before relying on a channel, check how contact reaches the specific account.
Connect clear records with clear listings
Read Partner Start and the agency terms. Confirm the programme and handover process before starting; this checklist also works with your current workflow.
A practical workflow suggestion. Prepared on 5 October 2026; not a promise of enquiry volume or completed deals.