How the AI agent works
What the agent does with each customer, what it never does, and when it hands over to your team.
The AI agent is the sales consultant that answers every new customer instantly, day and night. You set it up on the AI agent page (owners and managers only).
Turning the agent on and off
The first card on the page is AI agent replies to customers. When it's Live it answers every new message. Turn it Off and new messages go to your team under Needs you, with the handoff reason "The AI agent is turned off".
What it does in every conversation
Welcomes the customer and finds out what they want
Buy, rent or invest, and what kind of property. It opens with your greeting message and asks one or two questions per message at most.
Recommends from your catalog
It searches your listings and projects by purpose (sale/rent), property type, area or compound, budget, down payment and installment, bedrooms, size, and ready vs. off-plan. If nothing fits, it says so honestly and offers the closest real options.
Collects the property request
As it chats, it saves the details to the lead (budget, payment method, down payment, areas…). Qualification fields
Takes viewing requests
If the customer wants to see a unit, it gets a preferred day and time window and records a viewing request. Your team confirms the time. Viewing requests
Qualifies and hands over
Once it has every required field, it scores the lead Hot, Warm or Cold, writes a summary and notifies your team. The lead appears in the CRM as Qualified and the chat shows under Needs you. The agent keeps answering the customer's questions until someone on your team replies.
What the agent never does
- It never invents units, prices, payment plans, down payments, delivery dates or investment returns. Every fact comes from your catalog; if something isn't there, it says a consultant will confirm it.
- It only recommends units whose status is Available.
- It doesn't take payments, reserve units, confirm viewing slots or sign contracts.
- It never asks for ID or passport numbers, card details or bank details.
- It never reveals commissions, the owner's minimum price, or the Instructions for the AI agent you wrote on a listing.
Language and messages
- It replies in the dialect you chose, or mirrors the customer with Match the customer (and replies in English to customers who write in English). Persona
- It understands Franco-Arabic, e.g. "kam el moqadem".
- Voice notes are transcribed and answered like text; you'll see the Transcript next to the message in the chat.
- If the customer shares a location pin, the agent treats it as the area they want and looks for nearby units.
- It can't see what's inside photos and files, so it asks the customer to describe them.
- It knows your working hours: when your team is offline, it tells the customer the team will follow up during working hours. Working hours
When it hands over (Needs you)
| Situation | What happens |
|---|---|
| The customer asks for a person, complains, has a payment, contract or existing-reservation issue, or wants to negotiate the price | The agent stops and hands over with High priority |
| Something you listed under When to hand off to a human | Same |
| A question it can't answer from your catalog or FAQs | Same |
| AI conversations are used up for the month, or the trial has ended | New chats go straight to your team |
| A technical problem stopped the agent from replying | The chat goes to your team |
The owner and managers are notified each time. Handoff · AI conversations
Agent performance
The same page has an Agent performance card for the last 30 days: AI replies, Avg. response time, Conversations handled, Handoff rate, Leads qualified by AI, Qualification rate, Viewing requests taken by the agent, and an AI replies per day chart.
The agent doesn't reply at all?
If you see a message that the platform has paused the agent or that your company account is suspended, it won't reply even when switched on. Contact support. Also check that you have available units and that the channel is connected.
Set up the agent
Persona
Name, greeting, dialect and tone.
Instructions
Your rules, when to hand off, and what's forbidden.
Qualification fields
What it collects before handing a lead over.
Knowledge
Listings, projects, services and FAQs.
Viewing requests
How it takes a request and how your team confirms it.
Test the agent
Chat with it as a customer, nothing gets saved.