How good a voice agent sounds depends largely on what it's given at setup. The more accurate the listings, the clearer the scripts and the more current the calendars, the better it answers callers. At Squaremeters AI our team handles the setup, but knowing what to prepare on your side makes the process much smoother.
Run through this checklist with your team before the setup call.
1. Office information
- Agency name, address, opening hours and directions
- Areas you cover and what you specialise in (residential, land, lettings, commercial, new developments)
- Common questions: fee policy, whether valuations are free, which days you do viewings
- Your team list, and which area or property type each agent covers
2. Listings
The assistant finds suitable properties from your listings. Keeping that list tidy and current is the single most important item.
- For each listing: area, type, sale or let, price, size, bedrooms, floor, age
- Key features: gated development, parking, near transport, sea view, service charge
- Listing link (to be sent by WhatsApp)
- Responsible agent
- Who updates the list, and how often
Your listings are loaded into the assistant during setup. Removing sold or let properties promptly stops the assistant from describing something that's no longer available.
3. Scripts
Most inbound calls fall into a handful of patterns. For each one, decide what the assistant should ask and how it should close the conversation.
- Buyer: qualifying questions, suitable listings, viewing appointment
- Seller: property details, handling the price question, valuation appointment
- Tenant: budget, move-in date, criteria such as pets, viewing
- Landlord: letting enquiry, property details, office meeting
- Other: suppliers, job applicants, existing clients; take a note and pass it on
4. Calendars
- Connecting Google or Outlook calendars
- Which appointment type goes into whose diary (viewing, valuation, office meeting)
- Appointment lengths and buffer time between them
- Availability rules for weekends and holidays
5. Live transfer
Define when the assistant should transfer a call to a person. In a transfer, the assistant rings the agent first, reads a short summary, then joins the calls.
- Transfer triggers: caller asks for a person, budget in place, urgent request, complaint
- Transfer numbers and priority order
- What happens if nobody answers: a note is taken and a call-back task is created
- The hours during which transfers are allowed
6. Introduction line
The assistant introduces itself as the agency's assistant and never pretends to be an agent. We agree the wording with you to match your tone, for example: “Hello, thanks for calling Atlas Estates. I'm Deniz, the office assistant. How can I help?” A Turkish greeting can be set up as well if you serve Turkish-speaking callers.
A good introduction is short, honest and warm. Callers know who they're speaking to and can say what they need straight away.
7. Call routing
- Forward from your existing office number, or use a new number dedicated to the assistant?
- Route all calls, only missed calls, or only after-hours calls?
- Which number appears on your listings
8. CRM and automations
- Pipeline stages: new enquiry, qualified, appointment, viewing/valuation, offer, closed
- Custom fields and tags to write on each contact
- WhatsApp confirmation after booking and a reminder before the appointment
- Follow-up messages for people who couldn't be reached or asked for information
- Tasks for agents when a hot lead comes in
9. Privacy and consent
Have a privacy notice ready that tells callers their calls are recorded. If you plan outbound campaigns, make sure you hold valid marketing consent for everyone on the list (in Turkey, an İYS record) and that calling hours are agreed.
Preparing the team
Success depends not only on the technical setup but on the team getting used to the new way of working. Agents should know how to pick up a warm transfer, where to read call summaries and how to close the tasks assigned to them. A short team meeting walking through a sample transfer and a CRM record is usually enough. It should also be clear who is responsible for keeping the listings up to date.
10. Testing and go-live
Before going live, our team runs test calls with you: buyer, seller, tenant and transfer scenarios are tried one by one, and the bookings in your calendar and the records in your CRM are checked. Once any fixes are made, the assistant goes live. Reading call summaries together during the first weeks is the best way to fine-tune the scripts to your real calls.