The real estate industry is built on relationships, trust, and the timely exchange of information.

But in today’s fast-paced world, waiting isn’t just frustrating—it’s a missed opportunity. PTL Properties, with its remarkable RM500 million portfolio, understood this all too well.

Buyers and investors expect immediate answers, even outside of business hours.

But how could PTL handle the growing demand for instant engagement without losing the personal touch that has always set them apart?

That’s where we, at DahReply, came in. We partnered with PTL to create a solution that blends the power of AI with the warmth of human interaction, transforming their customer service and lead qualification process.

Ready to see how we turned this challenge into an opportunity? Keep reading.

When PTL Properties approached DahReply, they were looking for more than just a basic chatbot—they needed a full-scale, AI-powered automation solution tailored to the complexities of the real estate industry. Their vision was clear:

• Provide instant responses to customer queries about ongoing and upcoming projects.
• Qualify potential buyers by helping them assess eligibility in real-time.
• Re-engage a database of over 1,000 contacts for new projects.
• Seamlessly integrate with WhatsApp (their primary communication channel) and later expand to their website.

But PTL’s challenges were significant:

• High Lead Volume, Low Engagement: PTL had a massive list of leads but lacked an efficient way to nurture and qualify them at scale. Sales teams spent hours manually handling repetitive queries, resulting in slower response times and increased operational costs.

• Limited Customer Accessibility: Many inquiries occurred outside working hours, leaving potential buyers waiting for a response. Modern consumers expect instant communication, and delays equated to lost opportunities.

• Complex Eligibility Assessments: Buyers needed to assess affordability, financing options, and subsidies. This complex process was time-consuming and created bottlenecks in lead qualification.

• Need for Multi-Language Support: PTL serves a diverse clientele, necessitating a chatbot capable of interacting seamlessly in English, Malay, and Chinese.

PTL needed an AI-driven solution that could be smart, interactive, and scalable—without sacrificing the warmth and trustworthiness of human engagement.

To meet PTL’s unique needs, DahReply designed a custom-built AI chatbot that could handle inquiries, qualify leads, and provide real-time property information.

This chatbot was more than just a FAQ bot; it was developed to function as a virtual sales assistant, guiding users through the entire property selection and buying process.

Here’s what DahReply’s AI Chatbot can do:

With a database of over 1,000 past and potential buyers, PTL faced the challenge of re-engaging them efficiently.

Instead of relying on manual follow-ups, DahReply implemented an AI-powered WhatsApp broadcasting system. This enabled PTL to instantly reach out to new leads and reconnect with past contacts, sending personalised WhatsApp updates about new projects and promotions.

📩 What this meant:

• Personalised messages were sent based on each lead’s previous interactions with PTL.
• Higher engagement rates compared to traditional email campaigns.
• Immediate responses directing users to chat with the AI assistant for more details.

Buying a property is a significant financial commitment, and knowing whether you qualify for a loan or a government subsidy is crucial. The chatbot’s interactive eligibility calculator allowed users to input their salary and commitments, providing instant feedback on:

• Estimated loan eligibility.
• Qualification for government subsidies.
• Financing recommendations based on the user’s specific profile.

Based on responses, users are redirected to property browsing or further inquiries, ensuring a personalised and seamless experience.

Waiting for a sales representative to answer questions is a thing of the past. With DahReply’s solution, the chatbot provided instant, detailed answers to frequently asked questions about property listings, pricing, amenities, and financing options.

Powered by Retrieval-Augmented Generation (RAG), the chatbot was able to access PTL’s knowledge base to deliver accurate, context-aware responses on demand.

Here’s what the chatbot allowed users to do:

• Browse available properties and view detailed descriptions (pricing, amenities, layouts, financing options).
• Receive AI-powered recommendations tailored to their preferences and affordability.
• Get instant updates on promotions, driving urgency and interest.
• Engage with the chatbot as they would with a live agent.

For serious buyers, the chatbot allowed users to book appointments with PTL’s sales team directly through WhatsApp.

If more complex queries arose, the chatbot was able to escalate the conversation to a live agent for a more personalised touch, ensuring no potential lead was left unanswered.

Effective lead management is essential, and DahReply’s solution made this easier than ever. The chatbot seamlessly integrated with PTL’s MHub CRM and Facebook’s Lead Generation Webhooks, capturing key user data from WhatsApp and Facebook interactions.

📊 How it worked:

• A user interacts with PTL Properties’ Facebook ad by submitting their personal details through the lead-gen form.
• Once the lead submits their details, Facebook’s Lead Generation Webhooks instantly trigger an automated WhatsApp message. This message is a pre-designed template that invites the user to start a conversation with the chatbot.
• The user clicks on the WhatsApp message and engages with the chatbot, which then collects essential information like the user's name, income, and property interests.
• All the collected information is automatically logged into PTL Properties’ MHub CRM, where the sales team can track and manage leads more efficiently.
• PTL’s sales team receives enriched lead profiles, allowing them to focus on high-quality, pre-qualified leads rather than manually entering data.
• With this automation in place, PTL’s sales team can focus on converting leads, while DahReply’s chatbot handles data collection, nurturing, and lead qualification, making the entire process more streamlined and effective.

For on-the-go users, DahReply introduced an advanced speech-to-text feature. Customers could now send voice messages to the chatbot instead of typing, providing even more flexibility and convenience for busy leads.

Given PTL’s diverse clientele, we ensured that the chatbot could interact in English, Malay, and Chinese. The chatbot can even detect language preferences based on Facebook lead form submissions, creating an intuitive and personalised experience for every user.

To continuously improve the user experience, we incorporated a 5-button rating system at the end of every interaction. Users could easily rate their chatbot experience, giving PTL Properties valuable insights into service quality and areas for improvement.

To take engagement a step further, PTL Properties didn’t just automate conversations—they enhanced control and visibility.

With DahReply’s Admin Portal, PTL’s sales and customer service teams can track, manage, and optimise every interaction with potential buyers in real time.

This powerful SaaS platform acts as a command centre, allowing the team to:

• Monitor all active and past conversations between the chatbot and potential buyers, ensuring no inquiry falls through the cracks.
• Step in when human intervention is needed, allowing sales agents to personally handle high-value leads or complex inquiries.
• Track lead status and engagement history, so every interaction is informed and context-aware.
• Gain deep insights through chatbot analytics, including conversation traffic, message volume, resolution time, and customer wait time.

But where DahReply’s Admin Portal truly shines is in its data-driven approach.

The built-in analytics dashboard with advanced filtering option enables PTL to fine-tune its chatbot strategy by tracking performance trends over time. Sales managers can filter reports by date — whetherfor the last 7 days, last 30 days, or a custom time range—allowing them to measure engagement patterns and optimise responses for maximum conversion.

By integrating DahReply’s AI chatbot and admin portal, PTL Properties has achieved the perfect balance: automation where it matters, and human intervention where it counts—creating a seamless, efficient, and highly personalised customer experience.

PTL Properties’ chatbot delivered immediate results across multiple metrics:

• Higher Engagement Rates: Automated WhatsApp broadcasts achieved significantly higher open rates than traditional email campaigns.
• Faster Lead Qualification: AI-driven responses reduced the time spent manually assessing customer eligibility, allowing PTL Properties’ sales teams to focus on converting high-quality leads.
• More Efficient Sales Team: WhatsApp broadcasting streamlined retargeting efforts, reducing repetitive queries and enabling sales teams to focus on closing deals.
• Improved Customer Experience: A seamless, guided experience ensured that customers had the information they needed without having to wait for a sales agent.

The chatbot’s success has paved the way for future expansion. While phase one focused on WhatsApp, PTL Properties is already planning to integrate the chatbot with their website and other communication channels for a fully omnichannel customer experience.

The success of PTL Properties’ chatbot highlights the incredible potential of AI-powered solutions to transform customer engagement. If you’re looking to streamline lead generation, enhance customer interactions, and improve your sales team’s efficiency, DahReply can build a custom chatbot tailored to your specific needs.

Whether you're in real estate, finance, or any other industry, our AI chatbots are designed to automate operations, boost engagement, and drive conversions.

Looking for a custom AI chatbot to elevate your business? Contact DahReply today, and let’s build something extraordinary together!