01Where the minutes go
A portal lead arrives in an inbox. Someone checks the inbox. They forward it on WhatsApp to an agent. The agent is on site. They call in the evening. By then the buyer has spoken to two other agencies who called within ten minutes. None of this is laziness; it is the absence of routing.
02Routing rules that work in practice
- Shared portal leads: round-robin among on-shift agents only
- Project-specific leads: to that project’s team, load-balanced by open leads
- High-budget leads (score above a threshold): to senior agents
- Unworked leads after 48 hours: back to the pool
03The first reply is a template
An approved WhatsApp template goes out the moment the lead is created: name, project, a line about the plan, and a question. The buyer knows someone real exists. The agent’s call, minutes later, is a follow-up, not a cold call.
04SLA and escalation
Set the SLA at 15 minutes for first contact. If the agent has not logged a call or message, the team lead is notified and can reassign. Measure the median first-response time per source and per agent, weekly. Averages hide the leads that waited a day.
05Attribution closes the loop
Every lead carries its source and campaign to booking. Cost per booking by portal and by campaign is the number that decides next month’s ad budget, and it is only available if the lead was captured with its source from the start.