One of the largest U.S. homebuilders
An after-hours sales agent that helps up to 30% of inbound leads book a home tour.
A national homebuilder receives tens of thousands of inbound leads a week, many after its internet sales consultants have gone home. Its sales agent picks up those conversations by SMS and web chat, answers questions about homes and communities, books tours and creates leads in Sales Cloud.
At a glance
- Client
- One of the largest U.S. homebuilders
- Engagement
- A buyer-facing sales agent with regulatory guardrails
- Sector
- Construction & Real Estate
- Based in
- United States
The stack
01
The situation
What they were working against.
Tens of thousands of leads a week arrived at all hours, and the ones that came in overnight waited until morning, or went cold. Internet sales consultants also had no reliable way to decide who to call first.
02
What was built
The build, in the order it happened.
An agent on SMS and web chat
An Agentforce agent answering homebuyer questions using retrieval over the builder’s website and home details, continuing a consultant’s conversation when they go offline.
Tours booked, leads created
The agent books home tours and creates the lead in Sales Cloud, so the morning starts with appointments rather than a backlog.
Guardrails first
Responses kept within the Fair Housing Act and state and property law, and the agent declines to give financial advice.
A second, internal agent
Prioritised call lists generated for consultants inside Sales Cloud, so the humans spend their day on the highest-value conversations.
03
The results
Nobody waits until morning.
The agent engages leads around the clock and helps up to 30% of inbound leads make an appointment. It is expected to book 12,000 appointments over its first year, and the builder is moving toward an agent-first process across sales, mortgage, warranty and service.
- Inbound leads helped to make an appointment, even with no live agent available
- Up to 30%
- Appointments the agent is expected to book in its first year (forecast)
- 12,000
- Coverage, picking up where a consultant left off
- 24/7
Client name withheld. Figures are as reported for this implementation; where one was a stated target rather than a measurement, the label says so.
04
Our read
How we would build this at your scale.
What we take from this build, and what the same outcome looks like for a team of fifty to five hundred people rather than a global enterprise.
Regulated speech needs guardrails in the design
Fair Housing is the reason this agent works at all. For a builder or a property manager we write the topics, the refusals and the escalation rules before the first prompt, and test them adversarially.
Agentforce & AI 02Ground on inventory, not on the brochure
Answers about a specific lot, plan or unit require live inventory and pricing behind the agent. That is an integration into the ERP or property system, with a cache strategy for peak evenings.
Integrations 03Start with after-hours
The after-hours window is the cheapest place to prove value, because the alternative is silence. We baseline overnight lead conversion first and measure against it.
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ReadWant the same result, without the enterprise bill?
Thirty minutes with an architect. Bring the part of this story that looks like your problem and we will tell you what it takes to get there: which products, how many weeks, and what we would leave out.