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Language: English
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Solutions

Contact center software for home builders and real estate agencies

With CONTACT.WORK, a home builder or real estate agency answers every lead it paid for – late in the evening and on Sundays too. An AI agent screens buyers, books showings, and creates deals in Bitrix24, so your sales team spends its time on people who are serious about buying. Agents handle calls, listing sites, and messaging apps in one window. Managers see which ads bring deals and stop paying for calls that go nowhere.

Get a quotePricing
24/7answers for buyersThe AI agent answers at night
$0per agent seatNo per-seat fees
1timeline per buyerCalls, listing sites, chats
Allcommunities in one reportPer-community numbers are a separate module

Challenges

Where you lose buyers and ad budget

The lead went coldA buyer left a number in the evening and got a call back the next day.
Agents chasing cold leadsThe workday goes to people who are just browsing.
Missed showingsThe buyer forgot the appointment, and the agent drove out for nothing.
Call goes to the wrong personA buyer for a new community reaches a resale agent and waits for a transfer.
Advertising in the darkYou can't tell which sources bring deals and which bring calls that go nowhere.
Leads all over the placeCalls on personal cell phones, chats on Zillow, threads in messaging apps.

Solution

How your sales team's work changes

Leads

No paid lead gets lost

Calls, listing site chats, WhatsApp, Facebook Messenger, and Instagram messages, and website forms all land in one shared inbox. While agents are busy, buyers get an automatic callback, and in the evening and on weekends an AI agent talks to them. You pay for an ad once and stop losing people who already reached you.

  • Shared inbox
  • Callback when everyone is busy
  • AI agent after hours

Screening

Agents sell, the AI agent screens

The AI agent asks what the buyer needs: a condo or a house, the neighborhood, the budget, when they plan to buy, and whether they need a mortgage. In chat it sends matching homes with floor plans and photos right away and gives a rough mortgage estimate. The answers go into the Bitrix24 deal, and your agents get the buyers who are ready to see a home. Each agent can work more buyers.

  • Matches with floor plans
  • Mortgage estimate
  • Deal in Bitrix24

Showings

Fewer missed showings

The AI agent finds an open slot in the agent's calendar and books a home showing or a community tour. The day before, it reminds the buyer and asks whether they are still coming; agents see a reschedule or a cancellation right away. Agents no longer call buyers one by one, and there are fewer wasted trips.

  • Showing in an open slot
  • Reminder a day ahead
  • Rescheduling without calls

Routing

Buyers reach the agent assigned to their property

A call about a specific community or listing goes to the agent assigned to it, and a returning buyer reaches the agent they already know. An agent in the field answers right from a smartphone browser and sees the whole conversation history with the buyer. If calls pile up in the queue, the manager gets an alert. Buyers don't have to repeat themselves.

  • Routing by property
  • Returning buyers to their agent
  • Calls in the field

Control

Put your ad budget where it sells

Each ad channel gets its own phone number, and the report shows inquiries, showings, and deals for each one without counting repeat calls as new leads. A module set up for your channels provides the tracking numbers and this report. Speech analytics tags calls with topics like "mortgage", "payment plan", and "competitor", and calls shorter than 30 seconds go straight to the manager. You stop spending on ads that bring calls but no deals.

  • A number per channel
  • No double-counted repeats
  • Tags in conversations

Owners

Pre-construction buyers and owners don't distract sales

If a completion date slips, the AI agent calls pre-construction buyers, gives the new date, and explains what changed. Before closing, it schedules the final walkthrough with owners and passes any rejected items to the warranty specialist. A homeowner guide answers questions about living in the home, and warranty requests go to the person in charge.

  • Calls about new completion dates
  • Walkthrough scheduling
  • Warranty claims to a specialist

Examples

Home builder, agency, office building, new community

How buyers and tenants call a home builder, an agency, an office building, and a new community.

Home builder: several communities, one sales team

A buyer saw an ad for the Northgate community, called, and reached that community's sales agents right away – each community's ads have their own number; this tracking is added as a module during implementation. The AI agent covers floor plans, the completion date, and payment options and invites the buyer to the model home, and it passes mortgage questions to a loan specialist along with the buyer's answers.

  • A number per community
  • Model home tour
  • Transfer to a loan specialist
Example 1 of 4

Routing, screening questions, and reminders are adjusted to your properties and your sales team.

Capabilities

Contact center tasks for real estate sales

From the first call about a listing to the final walkthrough.

Showings

  • Showing bookingA home, a condo, or a community tour – whenever the agent has an open slot.
  • Showing reschedulingBuyers change the appointment time themselves, and the agent sees it right away.
  • Appointment confirmationThe day before a showing, the buyer confirms whether they're coming.

Inbound inquiries

  • Property informationFloor plans, completion dates, and payment options from your property database.
  • Home matchingOptions by budget, neighborhood, and number of bedrooms.
  • Buyer complaintsComplaints are logged and response times are tracked.
  • CallbackAgents are in meetings – the buyer gets a call back.
  • Evening callsPeople browse listings after work – the AI agent answers then too.
  • Broker linePartner brokers call the builder on their own line.
  • Ad ROIcustomized for youHow many calls, showings, and deals each source brought in.

Outbound calls

  • Payment plan installmentBuyers get a reminder of the date and amount of their next payment.
  • Instant callbackA website lead – an agent gets in touch before interest fades.
  • Buyer screeningBudget, timing, and mortgage needs are clarified before an agent calls.
  • Past leadsBuyers who didn't commit before hear about the next phase.
  • Showing feedbackAfter the showing, the buyer rates the property and the agent.
  • Completion date changesPre-construction buyers hear the new date before they read it in the news.
  • Event invitationsAn open house or the sales launch of a new building.

Messaging

  • Messaging appsA floor plan question sent in WhatsApp goes to the same agent who handles the buyer's calls.
  • Community website chatBuyers ask about a home without leaving the floor plan page.
  • Zillow and Realtor.comMessages about your listings are handled in the same workflow as calls.
  • Social mediaA question under a post about a community becomes a lead.

Marketing

  • Leads from videoscustomized for youUnder a home tour video, a viewer comments a keyword and the bot sends a selection of homes.
  • Sales newsSales launches and discounts for people who opted in.

Quality

  • Call reviewAgents' calls are checked for whether they covered mortgage terms and offered a showing.

Modules

Contact center modules

Voice AI consultantScreens buyers and books showings around the clock.→AI consultant in chatsAnswers questions about floor plans and prices in listing site chats, such as Zillow, and messaging apps.→CallbackCalls the buyer back when the line is overloaded.→Auto dialerSends showing reminders and re-engages undecided buyers.→Call queues and routingSends each call to the agent for the right community or listing.→Browser softphoneAgents take calls in the field from their phone.→Speech analyticsListens to how agents sell and invite buyers to showings.→Monitoring and reportsCalls, appointments, and sales by source.→Bitrix24Creates the deal and attaches the call to it.→
No leads go coldBuyers get an answer without waiting until morning.
Agents on hot leadsThe AI agent finds out who is ready to buy.
More showingsThe AI agent books them and sends reminders.
Ad ROI you can seeSee which source brings in deals.

Launch

Implementation for your sales team

  1. 01AssessmentWe measure how many leads go unanswered and how many showings fall through – that's the baseline.
  2. 02CRMWe connect Bitrix24 so inquiries and calls land in the right agents' deals automatically.
  3. 03ChannelsWe connect listing sites such as Zillow and Realtor.com and messaging apps, and set up the ad tracking numbers module.
  4. 04RoutingWe set up queues by community and listing and assign buyers to agents.
  5. 05AI consultantWe load your properties, floor plans, prices, and the questions the AI agent should ask buyers.
  6. 06Go-liveWe start with one community or office, and after a month we compare how many leads and showings you lose now versus before.

Preparation

What to decide up front

Which CRM?Bitrix24 or another – where deals and calls go.
Which listing sites?Which listing sites and website forms bring you leads.
What should the AI ask?The questions for buyers: budget, timing, neighborhood, mortgage.
Who owns which property?Which communities and listings are assigned to which agents.
How are showings booked?Where the showing calendar lives and how long a showing takes.
What about night calls?The AI agent, an on-call agent, or a callback in the morning.

Q&A

Frequently asked questions

Will the AI agent book a showing for the buyer?

It will: it sees when the agent is free, offers the buyer a few options, puts the appointment in the calendar, and then sends a reminder automatically.

What questions does the AI agent ask buyers?

You set the list. Usually it's the type of home, location, price range, purchase timing, and mortgage – the answers stay in the deal.

What happens to a call when all agents are busy?

The buyer stays on the line or gets a callback as soon as someone is free. After hours, the AI agent answers.

Will agents see listing site messages next to calls?

Messages from listing sites such as Zillow and Realtor.com arrive in the same place as calls, along with the property record.

How do we know which ads bring in deals?

Each ad source gets its own phone number, so you see how many people called, came to a showing, and bought. This module is customized for you.

Will a returning buyer reach their own agent?

The platform knows whose deal it is and connects the buyer to that agent.

How do agents who spend all day in the field take calls?

They take and make calls in a mobile browser. Call recordings still go into the deal, just as they do from the office.

Have you implemented the platform at real estate agencies?

A real estate agency's contact center already runs on our platform.

Will calls show up in our Bitrix24?

They will – in both Bitrix24 Cloud and On-Premise. You won't need Bitrix24's own telephony: the call, the recording, and the call outcome appear in the deal automatically.

How can we tell whether agents sell well over the phone?

Speech analytics works when the agent and the buyer are recorded on separate channels (dual-channel recording). It then flags in every call whether terms were explained, how objections were handled, and whether the agent offered a showing.

Can we call our past leads about new properties?

The AI agent calls past buyers and those who declined, connects interested ones to an agent, and attaches the call transcript. Answering machines and unreachable numbers are filtered out, numbers on your CRM's do-not-call list are skipped, and you can send a message in a messaging app before the call. Call only contacts who agreed to hear from you – the auto dialer supports consent and DNC lists.

Will buyers know they're talking to an AI agent?

They'll know at the start of the conversation: the AI agent says it isn't a person and that the call is recorded.

Will buyers see the community's name when we call them?

Your outbound number can display the community's name, so people are more likely to pick up. Caller name display depends on your carrier.

Can the AI agent estimate a mortgage?

It gives a rough estimate in a call or chat based on the price, term, and down payment, and the buyer discusses exact terms with a loan specialist.

How does a buyer switch from the AI agent to a person in chat?

They click "Talk to an agent" – the conversation and its history go to an employee.

Do buyers rate their chats with agents?

They rate them at the end of the chat, and the manager sees low ratings right away.

How do we separate calls from buyers and tenants?

With different numbers or IVR options: each type of caller has its own queue and its own staff.

Does the price go up with every new agent?

No: there are no per-seat fees, so a new agent doesn't add to your bill.

Do agents need to install any software?

No: agents work in a browser – at a desk or on a smartphone.

Will sales stop while we switch phone systems?

No: we connect teams one at a time, and your numbers stay the same.

How much does a contact center cost for a sales team?

There are no licenses. Each month you pay for support under your support plan (the entry plan is $180), hosting in our cloud if you need it, and AI usage: calls by the minute, chats by the number of conversations.

Glossary

Terms on this page

Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Automatic callback
The system calls back everyone who couldn't get through. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
Softphone
A phone app that runs on a computer or in a browser. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

More for real estate

Lead qualification AI screens buyers before an agent calls. Learn more Omnichannel inbox Listing site chats, messaging apps, and calls in one queue. Learn more Appointment booking Showings booked straight into your agents' calendars. Learn more Cost of missed calls See what unanswered leads cost you. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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