WhatsApp enquiries routed straight into Zoho CRM

About the client

A Dubai-based proptech company connecting buyers and tenants with verified off-plan and ready properties.

The challenge

Over 70% of enquiries arrived on WhatsApp, handled from agents' personal phones. Leads were lost when agents were busy or left the company, and there was no record of response times.

• Leads living on personal phones
• Average first response of several hours
• No fair distribution of leads across agents
• Site visits booked by back-and-forth messages

Our solution

1. WhatsApp Business API — All enquiries now arrive on a central number and create or update a lead in Zoho CRM automatically.
2. Smart assignment — Round-robin assignment by language, area and property type, with automatic reassignment if an agent does not respond within ten minutes.
3. Automated follow-up — Template messages share brochures, floor plans and payment plans based on the property enquired about.
4. Self-service site visits — Prospects pick a slot through Zoho Bookings; the visit is added to the agent's calendar and CRM record.

Results

Every enquiry is now captured, answered quickly and tracked to outcome.

• Average first response time down to 6 minutes
• Site-visit conversion improved 3.1×
• Zero leads lost when agents leave
• Management visibility of response times by agent