- The most solid rule: enquiries about a property go to the agent handling it; the rest by area and type and, all else being equal, to the agent with fewest open enquiries.
- The assignment rule decides who calls back, how quickly and how competently.
- Every rule needs a safety net: reminders and reassignment when nobody responds.
The most effective way to route enquiries between agents is to combine four criteria in order: first whoever handles the property, then area and property type, then workload, with an automatic reminder if nobody takes the enquiry on.
In many agencies the enquiry goes to whoever answers the phone or reads the email first. It's quick, but it creates imbalances: some people pile up contacts they can't follow, others get none, and the client ends up talking to someone who barely knows the property. Setting a clear rule is one of the organisational decisions with the biggest impact on results.
Enquiry assignment criteria compared
| Criterion | Works well when | Risk |
|---|---|---|
| First available | The agency is small and everyone knows every property | Uneven workload and little specialisation |
| Agent handling the property | The enquiry is about a specific listing | That agent is on holiday or overloaded |
| By area | The agency covers different neighbourhoods or towns | Some areas get far more enquiries |
| By property type | There are specialists in lettings, new builds, commercial | Enquiries that are hard to classify |
| By workload | You want to spread contacts fairly | The link with the property is lost |
The combination of criteria that works best
How to route enquiries automatically
Applying these rules by hand needs someone to read every enquiry and decide. MyBrokerage AI Enquiry Management does it automatically: it recognises the contact, suggests the most likely property based on what the client has viewed, asked about or already visited, and routes the enquiry by area, type and workload.
If an enquiry stays uncovered, the agency owner is alerted. Business Intelligence adds escalation: a reminder to the agent, then an alert to the manager and one-click reassignment of the client. Good routing is also the most direct way to cut response time.
In the demo we connect your channels and set up routing on real areas and agents.
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