Assignment and follow-ups
Updated
Assignment
A lead arriving from any connected channel is assigned to an agent automatically. The point is speed: in a market where several brokerages advertise the same compound, the first reply usually gets the viewing, and a lead waiting to be distributed by hand is a lead going cold.
Leads that arrive without enough information to route confidently sit in an unassigned queue for a manager to place. Check that queue daily; it is the most common place for leads to accumulate quietly.
Follow-ups
Every lead should carry one next action with a date. Two habits make this work:
Write an action, not a status. “Follow up” tells the next person nothing. “Send the payment plan and call Thursday” tells them exactly where to resume.
Let the reminder do the remembering. The agent named on the lead gets the reminder. This is the part that survives a busy week, which is when the pipeline is worth most.
The activity log
Calls, notes, meetings, WhatsApp messages and status changes are all written to the lead’s activity log. It is worth reading before any conversation with a buyer, and it is what makes a handover possible without an interrogation.
What a manager should watch weekly
- The unassigned queue: is it emptying?
- Overdue next actions, by agent: redistribute before the leads cool rather than after.
- Status movement: leads that have been in one status for a long time are usually either dead or neglected, and the two need different responses.