Manage leads & enquiries

04 March 2026 05:44

How do listing enquiries get sent to me?

When a lead submits an enquiry, the system automatically routes notifications via email based on how the listing is configured.

Enquiry Routing Logic

Listing Setup	Primary Recipient	Carbon Copy (CC)
Single Agent	The assigned agent	The agency's general enquiry email.
Multiple Agents	The specific agent selected by the lead	All other assigned agents + the agency’s general enquiry email.

Key Details to Remember

Agency-Wide Visibility: If your agency has a general enquiries email configured in Agent Admin, it will receive a copy of every lead to ensure no message is missed.
User Choice: On listings with multiple agents, the enquirer can choose which agent they wish to contact. If they don't make a specific selection, the Primary Agent is selected by default. In all cases, the additional listing agents and the agency's general email are CC’d to keep the team in the loop.
Email Accuracy: Please ensure your agent profile and agency settings have the most up-to-date email addresses to prevent delivery issues.

How can I manage leads & enquiries via my CRM?

If your agency uses a CRM (Customer Relationship Management) system, you can automate your workflow by having enquiries flow directly into your database rather than just your inbox.

How CRM Integration Works

To sync enquiries, your CRM typically uses a "Capture Email Address" (sometimes called a Lead Parse address).

The Process: Instead of a standard email, the enquiry is sent to a unique address generated by your CRM. The CRM then "reads" the data and creates a new lead profile automatically.
Assignment: These capture addresses are usually unique to each agent or the agency as a whole.

How to Set It Up

Since this integration is managed by your third-party software, this feature cannot be activated or managed by our support team. For most CRM providers, configuring them as your listing uploader will automatically enable lead generation within your CRM. Our support team can set up your CRM as your listing uploader—simply submit your request through this form.

Note: If you aren't seeing leads appearing in your CRM after setup, please contact your CRM provider first to ensure their "parsing" service is active.