How a call works
The steps the assistant follows on an inbound call, from greeting to CRM record, and the possible call outcomes.
4 min read
The assistant follows the same path on every call: it greets the caller, works out their intent, qualifies them, takes them to the right next step and logs the call in your CRM. Knowing this flow helps you answer "why did the assistant ask that?" when you review a call, and lets you give your consultant clearer feedback.
The steps
- Greeting. The assistant picks up on the first ring and introduces itself as the office's assistant. If the number is already in your CRM, it can greet the caller by name and refer back to the last conversation ("Hello again Ahmet, is this about the 3+1 we discussed?").
- Intent. A natural question such as "Are you looking to buy or to rent?" tells it whether the caller is a buyer, seller, tenant or landlord. There's no keypad menu.
- Qualification. It fills in what's missing one question per turn: property type, area, rooms, budget, timing. If the caller has already said something, it doesn't ask again. See Qualifying callers.
- Listings. It searches for matching listings, briefly describes the best one or two, and sends a link on WhatsApp if asked.
- Next step. It decides based on the caller:
- Hot (clear budget, clear area, soon): offers an appointment and books it.
- Special case, or "I want to speak to an agent now": live transfer.
- Warm or cold (still researching, unclear budget): gives helpful information and says an agent will be in touch.
- CRM. As soon as the call ends, the contact record, custom fields, tags, opportunity, summary and, if needed, a task are created. See CRM updates after a call.
Sample call
It's 8:15pm, after hours. Someone is looking for a flat to rent in Beylikdüzü:
Elif: Atlas Emlak, this is Elif, the office assistant. How can I help?
Zeynep Arslan: I'm looking to rent a 2+1 in Beylikdüzü.
Elif: Got it. What's the most you'd like to pay per month?
Zeynep Arslan: Up to thirty-five thousand. We need to move in early November.
Elif: Noted. Do you have any pets? Landlords usually ask.
What was written to the CRM: enquiry type Tenant, area Beylikdüzü, 2+1, budget ≤ 35,000 ₺/month, move-in 1 November, tags tenant and hot-lead, and a "call tomorrow morning" task for Emre Yılmaz.
How the assistant talks
A good phone assistant speaks differently from a written chatbot. During setup we give your assistant these rules:
- Keeps it short. One or two sentences per turn; no monologues.
- Asks one question at a time. Not "What's your budget and area?", but one, then the other.
- Stops when interrupted. If the caller cuts in, it goes quiet and listens.
- Says numbers naturally. "three plus one", "fourteen and a half million lira".
- Confirms. Reads back names, phone numbers, appointment times and budgets.
- Never makes things up. If it doesn't have the information, it says "let us check and get back to you" and leaves a note for the agent.
- Is honest. Asked "Are you a robot?", it says it's an automated assistant and offers to put the caller through to a person.
Call outcomes
Every call ends with one outcome. The outcome decides the tag, the opportunity stage and which follow-up automation runs.
| Outcome | When |
|---|---|
| Appointment booked | A viewing, valuation or office meeting was booked |
| Hot lead | Interested and ready soon, but no appointment yet |
| Warm / follow-up | Criteria known, but timing is far off or still researching |
| Information request | Only wanted information or a brochure |
| Transferred | Live-transferred to an agent |
| Not interested | Not interested, or wrong number |
Note
Tag and stage names are set up during onboarding to match your pipeline. If you want a new outcome or a different stage, ask your consultant.
Common issues
The assistant asked the same question twice. This usually happens when the answer wasn't clear (a noisy street, two details in one sentence). Send the recording to your consultant and the script will be adjusted.
The assistant didn't offer an appointment. The caller probably didn't meet the "hot" criteria (for example, "we'll look next year"). The call closes with a follow-up tag and an agent gets back to them.
Related articles
Didn't solve your problem?
Ask the assistant or message our support team.