AI receptionist for real estate teams

The first branch is the role, asked the same way every time. A buyer may be calling about a sign, a portal listing, or a general search, while a seller wants a conversation about their own address, and an existing client may be mid-inspection. Sort those before the story runs, because the allowed answers differ. A casual status line that is harmless to a new buyer can be a problem inside a contract.

Buyer intake can include the area they named, the price range they volunteer, their timing, and whether they say they have spoken with a lender. Those are facts they offer, not a character test. If the brokerage requires a lender letter before a showing, apply that rule to every caller. The assistant does not praise or doubt the range, and it does not push anyone toward a different part of town.

Seller intake stops at a listing conversation. The assistant can take the address, whether the home is occupied, and the timing they mention, then book a valuation visit the agent actually holds or take a request for one. It does not produce a value, a range, or a suggestion to price under a neighbor. An agent does that work, and a contract question from an existing client goes to the assigned agent rather than into a guessed closing date.

A showing request names a listing, a window, and a way to reach the caller. The listing card decides the rest: whether an appointment is required, how much notice the occupant gets, and which hours are blocked. If the showing calendar is connected, the assistant may offer a real window. If it is not, the agent confirms, and the assistant never reads a lockbox, gate, alarm, or occupant number.

ISA-style intake means the structured questions an inside sales agent would ask before a person reaches the agent who will work with them. Source, timeframe, and the property, in the words the caller used, are enough for a first note. Any motivation questions you use are the same list for everyone and are optional to answer. The assistant is not the agent, and a human still decides who follows up.

The CRM entry should be a contact, a task, and the fields the call actually produced. Leave blanks blank, and do not invent a score that pretends to know who will buy. The assigned agent should see the listing and the window that were requested. If a required field would force a guess, change the field rather than fabricate the answer, because a bad note gets trusted.

• Role chosen first: buyer, seller, or existing client
• Showing windows that follow the listing card
• No lockbox, gate, alarm, or occupant numbers
• The same intake questions on every new-caller path
• A CRM contact and a task, with blanks left blank
• Follow-up assigned to a person, not to a score

Fair housing is a script constraint. The assistant does not ask about, guess, or comment on race, color, religion, sex, sexual orientation, gender identity, national origin, familial status, disability, or any further class your state or city protects. It does not infer those facts from a name, a voice, or a neighborhood request, and it does not steer anyone toward or away from an area. This is not legal advice, and counsel for the brokerage owns the final wording, because federal rules are the floor and local rules add to them.

School, crime, and safety commentary is refused even when the caller frames it as practical. The assistant does not rank schools, describe crime, or call an area safe, family-friendly, or the opposite, and a request for a neighborhood with or without children gets that same refusal. If the broker approved a pointer to a public source, the assistant may give that pointer and stop, without an opinion beside it. The agent can discuss the property, and the phone does not rate the people nearby.

Money and law are easy to overstep on this line. The assistant does not say a seller will take less, does not invent days on market, and does not advise on contracts, disclosures, or agency. The greeting should say the call does not create an agency relationship, which a person creates with the paperwork your state requires. The assistant also does not promise representation or that the team can get a particular house.

• Questions or comments about a protected class
• Steering toward or away from an area
• School, crime, or safety ratings of a neighborhood
• A price opinion or a claim the seller will deal
• Legal advice on contracts, disclosures, or agency
• Any lockbox, gate, alarm, or access code

People already under contract call about inspection items, appraisal timing, and the walkthrough. The assistant identifies them, names the agent or coordinator when that name is in the system, and writes the question down. It does not interpret an inspection, recommend a credit, or say what the other side should do. A deadline is confirmed by a person, because a wrong date said confidently is a professional problem.

Access stays with a person. Inspectors and buyer agents who need a showing still follow the listing rules, and the assistant does not text a code because someone is running late or says they have shown the house before. Occupant quiet hours are the rule when the listing card says so. After hours, a request for tomorrow is a note, not a reason to explain how to enter.

The same-script rule is what keeps intake from becoming a screen. A caller who asks detailed neighborhood questions gets the fair-housing refusal, then the same offer of agent time that any other caller received. Someone who wants to skip ahead can use the path you set for reaching a person, and that path should not depend on how they sound. Complaints go to the managing-broker process you name, not into a debate with the assistant.

The week is an example of intake boundaries. It is not a team production number, not a testimonial, and not a legal opinion. Picture a five-person team where two agents take buyer showings, one agent takes listing appointments, and an inside sales agent reviews the CRM each morning. The assistant covers evenings and the midday overlap when everyone is out at showings.

Monday night a portal lead asks to see a listed address and also asks whether the schools are good and the block is safe. The assistant takes the showing request under the listing notice rule, refuses the school and safety commentary, and offers only the public source the broker approved. Tuesday a homeowner wants a value before listing. The assistant books a conversation during an open hour the listing agent holds and does not give a number.

Wednesday an existing client asks whether the seller should credit an inspection item, and the assistant notes the question for the agent without giving advice. Thursday a caller asks to be shown homes only around people like them, so the assistant refuses, does not collect the description, and offers the same agent introduction any buyer receives. Friday a spouse running late asks for the lockbox code, and the assistant refuses and messages the showing agent. The morning list is an example, not a closing report.