For customers, an unanswered call, message or email leads to frustration. They want their enquiry dealt with or their problem solved efficiently and effectively, and if you cannot do it they may move on to your competitor.
Unfortunately, when there is a higher volume of incoming communication or fewer team members, voicemails go unanswered and emails unread, and customers and sales are potentially lost. In an estate agency that shows up most clearly on portal enquiries, which is where we usually start when setting up WhatsApp for property teams.
Answering every incoming call would result in the sales team being pulled into general queries and administration, or dealing with poor quality leads and taking their focus from the quality leads and existing customers already on their desks, again potentially losing customers and sales.
By prioritising one line of incoming communication, others such as social media messages or live chat requests sit unanswered, and with every delayed response you are potentially losing customers and sales.
Whatever the scenario, you are losing valuable revenue.
Stitch delivers a communication setup that streams incoming WhatsApp messages from numerous sources into one shared inbox, giving your sales team full visibility of quality leads.
Using the official WhatsApp Business Platform puts that inbox on the channel around 90% of UK online adults already use, roughly 44 million people (Ofcom, 2025), rather than on a channel you have to persuade them to adopt.
The platform also helps you stay on top of customer service by responding to queries outside office hours, and research shows 64% of internet users say 24-hour service is the best feature of chatbots.
With the ability to tailor the engagement questions, you can ensure quality leads are pushed into the inbox for your sales team to action.
For example: a recruitment agency has a set series of questions to respond to a client enquiry about a job post. The first questions determine the relevance of the potential client by asking things like "do you drive?", "do you own a car?" and "do you have 3 years' experience in a similar role?" The answers then determine their suitability for the post, so only quality leads reach the sales team. Unsuitable enquiries are filtered out by the system, so you do not have to waste time doing it.
You can also automate third party leads to contact you on WhatsApp through Rightmove, Zoopla, social media platforms and more. If your leads are being pushed to contact your WhatsApp from these sources, then your sales team is automatically engaging with interested leads who are searching for your product and engaging with your marketing. The full setup for portal feeds is covered in our guide to responding to Rightmove leads faster with WhatsApp automation.
Another key feature in optimising the quality of your leads is the shared inbox. All your team can access one inbox simultaneously and collectively work on one thread per customer. Each thread includes messages, images, sent documents and phone calls, with the added benefit that once a message is opened or received by the customer, team members can see it and avoid duplicating previous conversations. There is more on how that works across branches in centralising WhatsApp for estate and letting agents.
The shared inbox also removes the need to trawl through email threads, or to copy in the entire office.
Stitch allows you to deliver instant contact with your customers around the clock, increasing the sales team's effectiveness through improved communication.
If you would like to see how the qualifying questions would work for your own enquiries, book a short demo.
