A receptionist who never clocks off.
Penny answers every visitor on both websites, day and night, in five languages — then qualifies them, books a consultation and sends the lead straight to Salesforce.
The client
The developer connects buyers with premium homes across Australia, from offices in Sydney, Melbourne, Brisbane and the Gold Coast. A sister brokerage sells landmark projects in Dubai to investors around the world, from offices in Sydney and Dubai.
Between them, the two websites drew more than 1,200 visitors a month, and big campaigns were about to launch for new projects. They wanted every one of those visitors to get a real answer straight away — not a form and a wait.
The challenge
Most enquiries arrived when the sales team was offline — after hours, or from another time zone and language. They waited in an inbox until morning, and by then the moment had often passed.
Not every question could be answered in a chat, either. Exact prices, floor plans and finance needed a person. So the assistant had to know what to share, where to stop, and how to hand over gracefully.
What we did.
Trained her on both businesses
Price ranges, locations, market research, Dubai investment facts and the FAQs from both sites — in the company’s own voice, introduced as their expert team.
Set the rules
Penny shares price ranges, but exact pricing, floor plans and finance go to a person. Finance questions get an introduction to a finance partner.
Connected the sales tools
Both sites feed one Salesforce and one dashboard. Penny books consultations in Calendly and confirms by SMS.
How it works.
From first hello to a booked consultation, while the sales team sleeps.
- 01Visitor
Says hello
A buyer opens the chat on either website, any time. Penny knows which project they’re looking at, and can chat in English, Arabic, Chinese, Russian or Turkish.
- 02Penny
Answers and qualifies
Penny answers questions about the project, then asks four simple ones: investing or living in, when they’re hoping to buy, where they’re based and which project they like.
- 03Penny
Books a consultation
She offers the next free times with the team and books one in Calendly. The buyer gets an SMS confirmation.
- 04Penny
Updates Salesforce
The lead, their answers and the full chat go straight into Salesforce, with an English summary if they chatted in another language.
- 05Team
Wakes up to booked calls
The sales team gets an email for every new lead and starts the day with consultations already in the diary.
What changed.
For buyers
Questions get answered straight away — at 11pm, or from overseas, in their own language. Booking a call takes a few taps.
For the sales team
No more chasing overnight enquiries. Every lead arrives qualified, summarised in English and already booked in.
For the business
Both websites now work around the clock, just as new campaigns send more people their way. Interest from any time zone becomes a conversation instead of going cold.
The results.
Confirmed by the clientUnder the hood.
- Two sites, one dashboard
- The Australian and international sites share one Salesforce and one dashboard, so the team sees every lead in one place.
- Five languages
- English on the Australian site; English, Arabic, Chinese, Russian and Turkish on the international site. The team gets an English summary of every chat.
- Knows the page
- Penny knows which project a visitor is looking at, and starts the conversation there.
- Knows where to stop
- Price ranges, yes. Exact pricing, floor plans and finance go to the sales team or a finance partner.
- Salesforce, Calendly and SMS
- Every lead lands in Salesforce with the full chat. Consultations book straight into Calendly, and buyers get an SMS confirmation.
- Four lines of code
- Penny sits on both WordPress sites with a small embed. No rebuild needed.
Ready to work smoother?
Tell us what’s slowing you down. We’ll come back within a day with a few ideas — no obligation.
Start a project hello@thinkswift.com.au