Conversation agent
RE Qualifier pattern: BHK, budget, locality. Knowledge for the one-pager. Handoff if they ask for an RM by name.
New enquiry is a clock, not a holding column
New enquiry is a seconds-not-hours problem: capture source, dedupe portals, and start qualification before the lead goes cold. This stage is not the lead-capture playbook and not the web channel overlay. It is the Bookings column where a contact first exists as a deal. If the qualifier has not asked BHK yet, they still sit here — even if Growth already counted them as Reached.
- Dedupe before dual Bookings
- Workflow on enter
- WhatsApp first hop
Portals create twins; personal WhatsApp hides the clock
The same buyer hits a microsite, a portal, and an Instagram comment. Three inboxes, two Bookings, zero SLA. Speed-to-lead dies when the first reply waits for a broker to finish a site visit. CoPulse keeps the thread in the omnichannel inbox on the Project. Capture can start on the web widget or Meta; the stage is still New enquiry until four qualify fields exist. Do not treat marketplace interest as a separate CRM state yet; campaign reply rate is not Interested.
From ping to a single Booking
Buyer journey playbook starts with inquiry from website, then WhatsApp qualify. New enquiry is that first CRM row.
- Land the contact Web chat, WhatsApp, Meta, email, or CSV. Visitors can become leads from the widget.
- Merge duplicates Operators still merge; do not assume portal IDs collapse automatically across every source.
- Start the qualifier Agents → Workflows on enter, or the inbox agent already on WhatsApp.
- Leave the stage Move to Qualified when BHK, budget, locality, and timeline are on the deal.
How it runs in CoPulse
Conversation agent is the right runtime: Agent Studio with knowledge (project brochure) and skills (intent). A Growth drip is the wrong first move if they just messaged you — reply in-session. Autonomous list send is for cold audiences, not this inbound pile. Success of an autonomous task is still sends/reads, not “moved to Qualified.”
Workflows
On enter: start agent, notify owner, set a custom property for source=portal.
Library templates
Only if the 24-hour WhatsApp window is already closed (slow portal dump). Gupshup approval required.
Agent router
Route by channel or stage so a construction bot does not greet a brand-new enquiry.
Operator setup
Project pipeline must include a first-touch column. Organization wallet funds the first WhatsApp or voice hop.
Setup → Channels → Setup → Customers → Pipeline (New enquiry first) → Agents → Studio + Workflows (on enter) → Customers kanban. Wallet top-up before after-hours volume.
Housing.com dump at 9:40 p.m.
CSV or native capture creates Priya in Buyers & Tenants and a Booking in New enquiry. Workflow fires the qualifier on WhatsApp (Gupshup). She answers 3BHK and 90L in-session. Operator sees the thread in the buyer inbox, merges a duplicate from the website widget, and moves the card to Qualified — or a workflow does if you encoded the field checks. Voice is unused until a slot exists. Email is unused. That click-path is Setup → Channels, Agents → Studio, Agents → Workflows, then the kanban. It is not the duplicate-leads playbook page, though that job may have cleaned the import.
If nobody configured a workflow, the card sits. Insights will not scream speed-to-lead by itself the way Saturday-slot narration does later. Put an SLA on the owner. Human handoff if the buyer pastes a long legal question. Pricing: each send hits the wallet; moving the stage does not.
This column versus neighbours
Exit is data on the deal, not a replied campaign metric.
| Stage | Automation | Human | Channel hops | Exit criteria |
|---|---|---|---|---|
| New enquiry | Qualifier on enter | Dedupe, CP SLA | Web/Meta → WhatsApp | Four qualify fields |
| Qualified | Slot offer | Inventory pick | Visit intent | |
| Dormant / re-engage | Later win-back | Why they went quiet | WhatsApp + voice | Not used on day one |
| Campaign Replied | Growth analytics | None | Launch WhatsApp/email | Not a CRM exit |
Jobs that fill this column
Playbooks are omnichannel. This stage is only the first column they write.
Guide: Speed to lead
How-to for operators at this stage.
Guide →Lead capture
Sources and first Booking row.
Open →Duplicate leads
Stop twin cards from two portals.
Open →Portal lead follow-up
Speed-to-lead after 99acres / Housing.
Open →Channel-partner leads
CP enquiry still lands here first.
Open →Frequently asked questions
Operators ask about SLA, duplicates, and whether Reached equals this stage.
Does a web visitor automatically become New enquiry?
Visitors can become leads from web chat. You still get a Booking when the project creates one — check Customers and the pipeline kanban.
Should autonomous tasks empty this column overnight?
No. Inbound belongs to the conversation agent. Autonomous outbound is for lists you approve. It does not stop when someone is qualified.
WhatsApp template on first touch?
If they wrote in-session, free-text. Portal delays that miss the 24-hour window need an approved library template.
Meta comments?
Instagram and Messenger (and post comments, as on the home FAQ) can start the thread; the Booking is still New enquiry until qualified.
SMS blast for after-hours portals?
Not live. Use WhatsApp or leave the agent on web/WhatsApp.
Where is the playbook?
Capture jobs live under lead capture, not a second stage URL.
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 →Qualified
Next column once four fields exist.
Open →Dormant / re-engage
Where stale new enquiries should not linger forever.
Open →Pipeline & CRM
Contacts, Bookings, visitors, and activity on one record.
Product CRM →Wallet-only pricing
First WhatsApp or voice hop debits the Organization wallet.
See pricing →Stop parking portal leads overnight
Put New enquiry first on the project pipeline, attach a workflow, and qualify in the same inbox as voice.
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