When you move listing inquiries and viewing bookings onto LINE, automation can take the repetitive work that has standard answers: answering from the listing basics you provide, office or sales center hours, booking viewing slots, sending reminders and routing leads to the right person. What must stay with agents is anything that needs judgment and accountability: prices and negotiation, loans, legal and tax matters, and questions your data doesn't cover. With that split clear, evening inquiries get answered while agents are out on viewings, and nothing is answered carelessly. A table below separates the two, followed by how to start.
1. Sort your inquiries first
Go through the last month of LINE messages and calls. They usually fall into four groups: basic questions about a listing or project, requests to book a viewing or visit, questions about price and terms, and specialist questions such as loans and tax. The first two mostly have standard answers; the last two need a person's judgment. Once sorted, you'll see how much time goes on answering the same questions every day.
2. What goes to automation and what stays with people
| Task | Handled automatically | Left to agents or the sales team |
|---|---|---|
| Listing or project basics | Answered from the data you provide: floor area, layout, floor, transport | Details not in your data |
| Office or sales center hours | Opening hours, address and directions | Last-minute changes, updated by a person |
| Booking a viewing or visit | People pick a slot, get a confirmation and a reminder the day before | The viewing itself and explanations on site |
| Price and negotiation | Not answered; passed to the person in charge | All of it |
| Loans, legal and tax | Not answered; passed to the person in charge | All of it, referring people to professionals where needed |
| Follow-up after a viewing | Reminds the agent to follow up at the agreed time | What to say and the next step |
3. Routing leads to the right person
Serious buyers should reach the right person quickly. There are three common ways to split leads: by area, by listing or project, or by duty roster. When handing over, pass along what the customer asked, which property they want to see and when they're free, so the agent doesn't have to start over. Customers' contact details go only to the colleague in charge, not to a whole group chat.
4. Phone calls can be answered too
Many buyers still prefer to call. AI phone answering can pick up after hours or when lines are busy, answering only from the data you provide and helping book a slot; when someone asks about price or specialist matters, it takes their contact details and passes them to a person who calls back.
5. What to prepare before going live
- Listing or project basics, based on documents you've confirmed
- Office or sales center hours, address and directions
- Who handles which area, which listing or which project
- Which questions always go to a person: price, negotiation, loans, legal and tax
- Who updates the data when a property sells, is withdrawn or changes
Customers treat automatic replies as your public statements, so the content has to match the facts as well. If updates lag, AI answers from old data; on the day a listing is withdrawn, the data behind the automatic replies has to change too.
6. Which numbers to watch after launch
After launch, watch three numbers first: how long evening and weekend inquiries wait for a first reply, how many questions the automatic replies handle, and how many booked viewings actually show up. Then look at the questions passed to agents and see whether any could be added to your data and answered automatically next time. If the numbers don't improve, record that as it is and check where the data or handover rules need adjusting.
The short version
To automate viewing bookings on LINE, hand the questions with standard answers to the system, keep price, loans, legal and tax matters with people, and get leads to the right agent fast.
Frequently asked questions
- Will the AI assistant quote prices on its own?
- It's set up not to. Price and negotiation questions always go to the person in charge, and it doesn't guess anything not in your data; it asks a colleague to reply.
- We already have a listing management system. Do we need to prepare data separately?
- It depends on whether the system offers a way to connect. If it does, the data is read straight from the system; if not, we can discuss using a form or spreadsheet. We won't ask you to replace what you use.
- Who confirms when someone books a viewing by message at midnight?
- People can first pick from slots the agent has opened, and the system records the booking and notifies the person in charge; anything needing a person's confirmation is confirmed by the agent the next day.
- Does this work for a presale sales center?
- Yes. Common sales center questions about opening hours, directions and visit bookings can be answered and booked automatically first, with prices and negotiation left to the sales team.