How a regional brokerage responds on chat and SMS, books eligible showings, and routes negotiations to an agent.
This multi-agent brokerage serves several metro markets, but no individual agent can respond first at every hour. Kingstone built an AI agent that uses active listing data to answer on chat and SMS, book eligible showings, and hand negotiations to an agent.
- Client
- Anonymous, name withheld by request
- Location
- Regional, multiple metro markets
- Industry
- Real estate
- Channels
- Web chat + SMS
From the client
“Leads don't wait for business hours, and now neither do we. The assistant books eligible showings before an agent needs to step in.”
The challenge
Before launch, inbound listing questions could sit for hours when no agent was immediately available. With dozens of agents working across several markets, the brokerage needed one reliable first-response workflow that could answer routine questions and schedule a showing without waiting for an individual agent to notice the lead.
The solution
Kingstone deployed an AI agent that uses the brokerage's active listing data, including square footage, HOA fees, and showing availability. It can answer on web chat and SMS and book eligible showings for any agent's listing. When a conversation involves an offer, counteroffer, contingency, or request for advice, it routes the lead to the listing agent. The AI does not negotiate or advise on an offer.
Documented deployment workflow
From listing question to showing or listing-agent handoff
Prospects get answers and can book eligible showings without waiting for an agent, while offers and negotiations stay with the listing team.
The conversation may concern a specific active listing or general availability.
The agent uses listing details such as square footage, HOA fees, and showing availability.
When the requested slot and workflow rules allow, the showing is added to the calendar.
Offers, counters, contingencies, and advice requests are routed to the listing agent.
The brokerage also received a dedicated dashboard to review lead activity, booked showings, handoffs, deployment notes, and the metrics the team tracks.
The results
Figures below are from inbound chat and SMS leads in the first 90 days of live deployment. Booking share counts only leads that met the brokerage's showing eligibility rules.
Down from a multi-hour internal baseline before launch.
Showings land on the calendar while agents are still with clients or offline.
The moment negotiation starts, the listing agent owns the conversation.
This case study describes a real Kingstone client deployment. The client's name and identifying details have been withheld at its request. Figures shown are from this client's deployment.
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