Public real estate information versus private transaction work

The decision to make first

A website chatbot can start with a general property question and drift into requests for documents, negotiation details or client-specific information. Define the public-information boundary and route private transaction matters to the team’s approved authenticated process.

What the handoff should contain

Maintain allowed public topics, restricted information categories, staff handoff route and the short explanation shown when the boundary is reached.

Suggested wording to approve

Example wording: “I can help with approved public listing information. For documents or details about an existing transaction, please use the team’s established client contact process.”

Test the difficult case

Test a conversation that begins with opening hours and then asks for another person’s offer details or private appointment history. Do not request identity documents, offer letters or financial records in the public demo or a general marketing chat.

Worked example

Fictional example: A conversation begins with a public opening-hours question and moves to a request for an offer document. The assistant should recognize the boundary change and direct the visitor to the approved client process. It should not ask the visitor to upload private documents into the marketing chat merely to keep the conversation in one place.

Review it in operation

Review boundary transitions to confirm that the assistant stops unnecessary collection and gives a useful route to the appropriate person.

Check before you launch

• Define the public-information boundary and route private transaction matters to the team’s approved authenticated process.
• Maintain allowed public topics, restricted information categories, staff handoff route and the short explanation shown when the boundary is reached.
• Test a conversation that begins with opening hours and then asks for another person’s offer details or private appointment history.
• Review boundary transitions to confirm that the assistant stops unnecessary collection and gives a useful route to the appropriate person.

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