Conversation agent
Agent Studio, skills, knowledge bases, appointment skill, agent router by stage, omnichannel inbox handoff.
One buyer pipeline per project — not a locked funnel
The buyer pipeline is configurable per project, from new enquiry through site visit, booking, loan, and dormant win-back, with agents and workflows on stage entry. CoPulse labels the CRM as Buyers & Tenants and Bookings. Growth campaigns still report Reached → Replied → Qualified → Site visits booked → Bookings. Those five bars are a campaign funnel, not your kanban. You name stages under Setup → Customers → Pipeline.
- Project-owned stages
- Workflows on enter
- Three nurture systems
Stuck is a column, not a missing chatbot
Sales desks copy a generic Enquiry → Won board, then Saturday slots saturate and post-visit loan questions go cold inside 48 hours. Insights on the pipeline view can narrate those weak spots the way the real-estate dashboard does: fewer qualified buyers converting to site visits (Saturday-slot saturation, missing pickup), and post-visit follow-up going cold especially when buyers asked about loans. Those are cues for operators. They do not auto-open Sunday 10–12 slots or wire an EMI calculator by themselves. You still add calendar capacity, a T-24h reminder drip, Visit Caller voice, and an RM intro in Agent Studio. Property managers should not clone this sales map — viewing, renewal, and maintenance are different Bookings.
How a Booking moves, omnichannel
Omni buyer journey in the product: web inquiry → WhatsApp qualify and brochure → phone to schedule the visit → WhatsApp post-visit. Pipeline stages record where the deal sits while those hops run. A playbook is the job; a stage is the column.
- Capture Portal, web widget, Meta, or CP intake creates the contact. Dedup before a second Booking.
- Qualify Conversation agent asks BHK, budget, locality, timeline. Knowledge sends the floor plan.
- Visit ops Appointment skill + calendar. Voice confirms pickup. Saturday capacity is a human constraint.
- Close and after Token is RM-led. Booked starts docs and loan. Construction is email cadence, not another launch teaser.
How it runs in CoPulse
Inbound conversation agents, Growth drips/campaigns, and autonomous tasks are three systems (no shared stop-when-booked contract). Workflows on Agents → Workflows can fire when a Booking enters a stage and may start an agent or set CRM custom properties. Autonomous success today is sends and reads, not site visit booked. WhatsApp outbound outside the 24-hour window needs an approved library template on Gupshup. Wallet-only: sends debit the Organization wallet.
Workflows
Stage-enter triggers. Not a substitute for a drip clock or an autonomous list send.
Growth campaigns / drips
Launches, T-24h reminders, construction mail. Audiences from lists or pipeline stages.
Autonomous agents
List or objective outbound after plan approve. Count messages/reads. Do not expect stop on appointment booked.
Operator setup
Organization wallet. Project pipeline. Real Estate terms: Buyers & Tenants, Bookings.
Setup → Customers → Pipeline (rename stages) → Setup → Channels → Library templates → Agents → Studio / Router / Workflows / Autonomous → Growth campaigns with wallet preview → Insights → Pipeline for drop-off.
Prestige Lakeside without mixing the two maps
Ops names nine Bookings columns to match this hub. A portal lead lands in New enquiry. Workflow on enter starts the qualifier in Agent Studio. When BHK and budget are on the deal, an operator or workflow moves it to Qualified. Appointment skill books Saturday; stage becomes Site visit booked; a drip plus Visit Caller run. After the tour, Visited. Token talk is inbox + RM, not a blast. Booked starts welcome and loan. If the file stalls, Loan disbursal. After token, Construction / handover uses SES milestones. Sixty silent days after a tour: move or segment into Dormant / re-engage and run the win-back playbook — WhatsApp plus voice, not a nested playbook URL.
Separately, Growth shows the launch broadcast funnel: 2400 reached, 612 replied, 184 qualified, 47 site visits booked, 9 bookings. That demo loop is campaign analytics. Moving a kanban card does not rewrite those bars. Replied on phone still means speech-to-text after the script, not purchase intent. Interested is not a first-class CRM state yet — do not wait for an Interested column to appear by magic.
Stage × automation × human × hops × exit
Default sales map. Your project can rename every label. Do not treat this table as a playbook.
| Stage | Automation | Human | Channel hops | Exit criteria |
|---|---|---|---|---|
| New enquiry | Qualifier agent on enter | Dedupe portals / CP | Web / Meta → WhatsApp | Four fields on the deal |
| Qualified | Slot offer via appointment skill | Inventory match | Visit intent | |
| Site visit booked | T-24h drip + Visit Caller | Saturday capacity | WhatsApp + voice | Showed or no-show path |
| Visited | EMI / RM intro drip if wired | Feedback, inventory | WhatsApp + inbox | Negotiate or go dormant |
| Negotiation / token | Nudge only | Price, RM | Inbox + voice | Token or walk |
| Booked | Welcome + doc request | KYC pack | WhatsApp + email | Loan file open |
| Loan disbursal | Status nudges | Banker chase | Email + WhatsApp + voice | Disbursed or stuck flagged |
| Construction / handover | Milestone SES | Possession desk | Email + short WhatsApp | Informed buyer |
| Dormant / re-engage | Win-back campaign | Fresh inventory pick | WhatsApp + voice | New visit or close lost |
Playbooks that move columns
Each playbook is one omnichannel job. Stages are not synonyms of those URLs.
Lead capture
Gets the Booking into New enquiry without a duplicate.
Open →Lead qualification
Writes BHK, budget, locality before a Saturday slot.
Open →Site-visit booking
Calendar, reminder, Visit Caller — not this stage page.
Open →Cold-buyer win-back
Dormant 60-day buyers; campaign plus voice.
Open →Frequently asked questions
Campaign funnel versus CRM stages, and what is not shipped.
Must every project use these nine names?
No. Setup → Customers → Pipeline is per project. This map is a sales starting point. Leasing teams should not copy token and disbursal.
Is Reached a CRM stage?
Reached and Replied are Growth campaign funnel labels. Put them on Insights, not as required kanban columns unless you want them.
Does entering Site visit booked stop autonomous tasks?
No. Autonomous success criteria count sends, reads, or contacted — not appointment booked.
Which of the three systems fires on stage enter?
Workflows, if you attached one. Conversation agents handle live threads. Drips run on their clocks. They do not share a stop-when-booked contract.
Can Insights open Sunday slots for me?
Insights can flag Saturday-slot saturation. You still add Sunday windows on the appointment calendar and pickup notes on the Booking.
SMS stage reminders?
Use WhatsApp templates, voice, or email today.
Who pays?
Sends and voice debit the Organization wallet. No seat fee. See pricing.
Related
Parent hub, sibling stages, CRM product, and jobs that move this column.
Real estate hub
Buyers & Tenants, Bookings, channels, and playbooks.
Back to hub →New enquiry
Seconds-not-hours capture and qualify.
Open →Qualified
Four fields before a Saturday slot.
Open →Pipeline & CRM
Kanban Bookings, visitors, appointments, activity, stage-enter agents.
Product CRM →Wallet-only pricing
Wallet-only. Stage moves are free; WhatsApp, SES, and Plivo debit the Organization.
See pricing →Name the columns your desk actually uses
Configure the project pipeline, attach workflows on enter, and keep playbooks as jobs — not a second URL per channel.
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