Call protocol
Real estate showing request script for agents
Short answer
When a buyer calls about one of your listings, a 100% AI receptionist answers for you, says it’s an AI and follows this real estate showing request script: which property, whether they’re already working with an agent, when they’d like to see it, and how to reach them.
For vacant or bookable listings it books the showing in your calendar and confirms it only once it’s saved; for an occupied home it takes the request and you confirm once the seller agrees. You get the lead in your inbox either way.
It never describes a neighborhood or who lives there. This is the real estate call script we start from for agents and small brokerages; you adapt it and approve it before it answers.
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Example call: a buyer who saw your sign
Harbor Lane Realty · A buyer who saw your sign
- AI
- Harbor Lane Realty, this is AI Receptionist, Tessa’s AI assistant. How can I help?
- Caller
- I saw your sign on Sparrow Lane. Can I see the house?
- AI
- Number 19? It’s still available. Are you working with an agent?
- Caller
- No, not yet.
- AI
- Tessa can show it Saturday at 10 or 11:30.
- Caller
- Ten, please. Luis Ortega, 555-0115.
- AI
- You’re booked for Saturday at 10, Luis. I’ll text you the address.
Summary sent to you
- Showing booked
- 19 Sparrow Lane (bookable listing), Saturday 10:00, saved in your calendar.
- Buyer
- Luis Ortega, 555-0115. Not working with an agent. Saw the yard sign.
- Done
- address texted to the caller. No questions beyond the listing sheet.
The script, step by step
-
Which property?
The address, the sign they saw, or the listing they found online. If you have several listings, this comes first.
The AI says: “Which property are you calling about?”
-
Facts from your listing
If you’ve approved it, it answers from your listing sheet: list price, bedrooms, whether it’s still available. Anything else goes to you.
The AI says: “It’s still available. I can set up a time for you to see it.”
-
Already working with an agent?
A common courtesy question, and useful for your follow-up.
The AI says: “Are you working with a real estate agent already?”
-
When can they see it?
For vacant homes or listings you’ve marked as bookable, it offers times inside the windows you set. For an occupied home, it takes the buyer’s preferred times as a request, and you confirm once the seller or tenant agrees.
The AI says: “Tessa can show it Saturday at 10 or 11:30. Which works for you?”
-
Financing, only if you want it asked
Some agents want to know whether a buyer is pre-approved before a showing; others don’t. It’s your choice, and it’s asked the same way to everyone.
The AI says: “Have you been pre-approved for a mortgage yet?”
-
Contact details and confirmation
Name, number and email if you want it. A showing is confirmed only once it’s saved in your calendar; a request is confirmed by you. If you ask buyers to bring a photo ID, it says so here.
The AI says: “You’re booked for Saturday at 10. I’ll text you the address.”
When it transfers the call
For a listing agent, these are the hand-offs we start from. Your rules replace them.
| Situation | What happens |
|---|---|
| Buyer wants a showing | Booked if the listing is bookable; otherwise taken as a request you confirm |
| Caller wants to make an offer | Put through to you, or emailed at once |
| Seller wants to list a home | Put through, or emailed to you at once as a priority lead |
| Another agent calling about a listing | Message, or put through, by your rules |
| Question your listing sheet doesn’t answer | Message for you; nothing guessed |
| Current client | Put through, or a message |
What it never says on this call
- Anything about the neighborhood’s people, safety or schools, or whether it’s “a good area.”
- Advice on what to offer, or whether the price is fair.
- Anything not on your approved listing sheet.
- A confirmed showing that isn’t saved in your calendar or approved by you.
What you decide
- Your listings, what it may say about each one, and which are bookable.
- Showing windows, notice the seller or tenant needs, and how long each showing takes.
- Qualifying questions: pre-approval, timeline, whether they need to sell first.
- Showing safety: whether buyers you haven’t met yet are asked to bring a photo ID, or to meet you at your office first. If you require it, the AI tells every buyer the same thing when it books.
- Which calls come straight to you: offers, sellers, other agents.
- Spanish-speaking buyers, answered in Spanish on the same line.
We set it up with you, and you approve it.
Why this protocol works
Our call protocols come from nearly two decades of running phone reception for small businesses. A buyer who calls from the curb wants an answer now; if they hit voicemail, they call the next sign. It asks what matters and books the showing while they’re still interested. It never promises what you don’t, so no "great schools," no guesses about the seller and no showing the seller hasn’t agreed to. More on our method, on appointment scheduling, and on how every buyer arrives ready for your follow-up on lead intake and qualification.
Questions agents ask
Will it answer questions about the neighborhood?
No, by design. It won’t describe the area, its residents, its safety or its schools; those are conversations you choose how to have, and the same answer for every caller keeps things simple. It answers only from the listing sheet you approve and passes other questions to you.
Can it confirm a showing on its own?
Only for listings you’ve marked as bookable, such as a vacant home with a lockbox, inside the windows you set, and only once the showing is saved. For an occupied home it takes the request with the buyer’s preferred times, and you confirm after checking with the seller or tenant.
Does it text the buyer?
It can send a text tied to that call, such as the property address or the time of the showing. It doesn’t run text conversations back and forth, doesn’t send reminders before the showing, and never texts anyone who didn’t call.
What if the caller is a seller, not a buyer?
A listing inquiry call is often your most valuable call. By default it’s put through to you, or emailed to you at once as a priority lead with the property address and the seller’s timeline. The AI doesn’t quote a commission or suggest a listing price; that conversation is yours.
Put this protocol on your phone line
Give us your listings, your showing windows and which calls you want straight away, and we build your protocol as part of your free setup. You approve it before you forward your number. No monthly fee on Pay As You Go; plans are on pricing. The full call protocol library has more examples.
Free setup · No contract · Cancel anytime