Viewing request routed to the area agent with a first response SLA

Outcome. A viewing request lands on an agent who covers that area and is not out of office, with a task due inside the agreed response window and a manager alert the moment that window is missed.

Workflow map Enrollment, branches and actions at a glance real-estate-001

flowchart TD
    A[Ticket created, request type viewing_request] --> B[Copy area onto the ticket]
    B --> C{Requested date within 48h?}
    C -->|yes| D[Priority High]
    C -->|no| E[Priority unchanged]
    D --> F{Ticket area?}
    E --> F
    F -->|area known| G[Rotate to the area pool]
    F -->|blank| H[Owner = listing agent or duty owner, notify office manager]
    G --> I[Call task due in 2h, notify owner]
    H --> I
    I --> J[Delay 2 business hours]
    J --> K{Still New or never contacted?}
    K -->|yes| L[SLA missed, alert manager, reassign task]
    K -->|no| M[SLA met]

When to use it, when not to

• UseUse it when viewing requests arrive from several places at once, a portal enquiry, a website form and a phone call logged by reception, and you need one queue instead of three.
• UseUse it when agents are organised by area, so the right person is a function of the property and not of who happens to be free.
• SkipDo not use it when a single agent handles all inbound. A notification and a task are enough, and the routing branches will only add maintenance.
• SkipDo not use it as the calendar. This spec picks the owner and starts the clock. Confirming the slot stays a human action, or a meeting link, because a workflow cannot see whether the seller is home on Thursday.