Omnichannel inbox
RM continues WhatsApp and logs voice. Activity on the Booking.
Token is an RM conversation with a paper trail — not a blast
Negotiation and token is a human-led stage with nudges and RM context, not an unsupervised blast. CoPulse can keep WhatsApp, voice, and email on one Booking, park the offer in the inbox, and fire a workflow when the card enters this column. It should not auto-discount inventory or declare Booked because an autonomous task hit a read threshold. This is not the RM-handoff playbook; that job explains the transfer. This column is where pricing lives.
- RM owns price
- Nudge, do not blast
- Inbox is the system of record
Bots that “close” create RERA and relationship problems
Luxury and even mid-market buyers negotiate parking, floor, and payment plans. If a conversation agent keeps improvising price, you have a compliance issue. Agent router should already have handed this stage to humans. Light Growth nudges (“token window Friday”) are fine with an approved template. Autonomous outbound on a negotiating list is how you accidentally stack two offers. SMS is not the closer either — it is not live.
Hold, nudge, write token, or walk
Voice and inbox dominate. WhatsApp is the paper trail. Email may carry the payment-plan PDF.
- Handoff complete RM sees knowledge, tour notes, EMI already sent.
- Price in inbox Humans type. Custom properties can store offered_price if you defined them.
- Deadline nudge Workflow or drip, not a launch creative.
- Exit Booked on token. Visited if they rewind. Lost / dormant if they vanish — your labels.
How it runs in CoPulse
Human in omnichannel inbox is the primary runtime. Workflows on enter notify the RM and stop the qualifier bot via router. Drips for deadline only. Autonomous tasks are the wrong system here.
Agent router
By pipeline stage: no qualifier, no launch bot.
Workflows
On enter: assign RM, optional deadline drip, set negotiation_open.
Library templates
Token-window utility if the 24h session is closed.
Operator setup
Router rules are the product. Without them the qualifier will keep asking BHK on a token thread.
Setup → Customers → Pipeline → Agents → Router (stage = negotiation → human) → Workflows → inbox. Knowledge holds payment-plan PDFs, not invented discounts.
1.74 Cr with PLC waiver, token Friday
Card enters Negotiation / token. Workflow assigns Ananya and pauses campaign enrolment for that contact if you configured it (you may still need to exclude them from Growth lists manually). She answers in the buyer inbox. Friday 11 a.m. a utility template nudges the window. Token received, ops moves to Booked — a human click or a workflow if you trust a custom property token_paid. Autonomous report still happily counts reads on some other list; it did not close this deal.
Click-path: Agents → Router; Customers → Booking; inbox; Library for the nudge. Sibling stage Booked starts welcome and docs. Pricing: nudges debit the wallet; RM time does not add a seat fee.
Human-led column
If automation is the hero row, you mis-set the router.
| Stage | Automation | Human | Channel hops | Exit criteria |
|---|---|---|---|---|
| Negotiation / token | Deadline nudge, assign RM | Price, holds, paperwork | Inbox + voice + email PDF | Token paid or walk |
| Visited | EMI intro | Objections | Ready to price | |
| Booked | Welcome / docs | KYC | WhatsApp + email | File open |
| Autonomous list | Sends/reads | Approve plan | WhatsApp/email/phone | Not token |
Jobs that touch pricing without replacing the RM
Handoff is a playbook. This stage is the column the RM lives in.
Frequently asked questions
Router, nudges, and what not to automate.
Should a conversation agent quote a discount?
No. Keep price with the RM. Knowledge can hold approved payment-plan PDFs.
Workflow on enter?
Yes: assign RM, switch router, optional deadline drip. Agents → Workflows.
Can Growth still blast this buyer?
If they remain on a launch list, yes. Exclude negotiating Bookings from campaigns.
Stop autonomous on token?
Not a success criterion today. Pause or exclude the audience yourself.
SMS token link?
Not live.
Luxury vs affordable?
Same column, tighter human. Affordable may token faster; still not a bot close.
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 →Visited
Previous column.
Open →Booked
After token.
Open →Pipeline & CRM
Inbox, activity, and stage-enter assignment.
Product CRM →Wallet-only pricing
Deadline WhatsApp templates debit the Organization wallet.
See pricing →Put the RM on the same thread as the tour
Router by stage, workflow assign, nudge the token window — and keep discounts in human hands.
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