WhatsApp Lead Routing & CRM for a Property Agency
Portal and ad leads are captured, scored, and routed to agents in minutes, with WhatsApp follow-up sequences tied to a CRM that finally shows the whole pipeline.
- Duration
- 5 weeks
- Services
- Workflow AutomationAPI IntegrationCustom Software
A property agency's leads arrived from listing portals, ads, and its website into shared inboxes, while agents tracked prospects in personal WhatsApp chats. Hot leads sat unanswered for hours, no one knew which agent owned what, and management had no view of the pipeline beyond asking around.
Challenges
- Leads landed in shared inboxes and were answered whenever someone noticed.
- Prospects lived in agents' personal chats, invisible to everyone else.
- No scoring meant hot and cold leads got the same slow response.
- Management had no reliable view of pipeline or agent performance.
Objectives
- Capture every lead from every source into one place.
- Score and route leads to an agent instantly, with an SLA timer.
- Drive WhatsApp follow-up sequences tied to the CRM.
- Give management a live view of pipeline and response times.
We built lead capture from every source into a CRM, with scoring and instant round-robin routing to agents under an SLA timer. WhatsApp follow-up sequences fire from the CRM and log every touch, so a prospect is never lost to a personal chat. Management gets dashboards for pipeline, response time, and outcomes.
Implementation
- 01Source capture & CRM model
Connected portals, ads, and the website to a CRM and modeled the lead lifecycle with the sales lead.
- 02Scoring & routing
Built lead scoring and instant routing to agents with SLA timers and escalation on breach.
- 03WhatsApp follow-up
Tied WhatsApp follow-up sequences to CRM stages, logging every message against the lead.
- 04Dashboards & rollout
Pipeline and response-time dashboards for management, then rollout with agent training.
Architecture overview
- n8n capturing leads from portals, ads, and the website
- CRM as the single source of truth for the pipeline
- WhatsApp Business API for follow-up sequences
- SLA timers with escalation on breach
- Next.js dashboards for pipeline and response-time visibility
What changed for the business.
- Lead response time dropped from hours to minutes.
- Every lead is captured and tracked to an outcome.
- Prospects are visible in the CRM, not trapped in personal chats.
- Management sees the whole pipeline and agent response times live.
Lessons learned
- An SLA timer with escalation is what actually changes response behavior.
- Logging WhatsApp follow-ups against the lead ended the visibility gap.
- Scoring lets the team spend their fastest response on the leads that matter.
Facing a similar problem?
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