Managing Contacts

Trochai offers you tools to search, filter, and manage your contacts efficiently. In this section you will learn how to make the most of your contact information to improve your sales process.

Search and filter contacts

The inbox lets you find contacts quickly by combining search and filters.

Text search

At the top of the conversation list, the search field lets you find contacts by:

• Contact name — Search by full or partial name.
• Phone number — Search by full number or last digits.

Search works in real time: results update as you type.

Available filters

In addition to text search, you can apply filters to view specific subsets of conversations:

Human attention filter

When the AI bot escalates a conversation because it needs human intervention, a special button appears at the top of the conversation list:

• It shows a hand icon and the text "Human attention" with a count of pending conversations.
• Clicking it filters the list to show only conversations that require your attention.
• Click again to disable the filter.

This filter is especially useful at the start of the workday to prioritize the most urgent conversations.

Lead funnel

Contacts in Trochai are part of a sales funnel that lets you track your leads' progress. The funnel has five stages:

1. New

Every contact starts at this stage. It represents a person who made their first contact but has not yet been evaluated.

Recommended action: Review the initial message and qualify the contact based on their potential.

2. Qualified

The contact has been evaluated and shows real interest in a property. They have the budget and their requirements are clear.

Recommended action: Share property options that match their needs.

3. Visit scheduled

A visit to one or more properties has been coordinated with the contact.

Recommended action: Confirm the appointment and prepare the property information. If you use the Google Calendar integration, the visit syncs automatically.

4. Closed - Won

The contact completed a successful transaction: signed a rental agreement or made a purchase.

Recommended action: Close the conversation and record the outcome in your internal notes.

5. Closed - Lost

The contact did not proceed. Possible reasons: not interested, chose another agency, changed plans, etc.

Recommended action: Record the reason for loss in internal notes for future reference.

Relationship between contacts and properties

Trochai automatically connects contacts with the properties they are interested in:

Source property

When a contact arrives through a property's public page (for example, by clicking "Contact agent" on the /p/apartment-escazu page), Trochai records that property as the contact's source.

This lets you:

• Know exactly which property generated the interest.
• Measure which properties generate the most inquiries.
• Personalize your response by mentioning the property of interest.

Property inquiries through the bot

When the AI assistant is active, contacts can ask questions about properties directly on WhatsApp. The bot uses intelligent search to find properties that match the contact's criteria:

• "I'm looking for a 2-bedroom apartment in Escazu" — The bot searches for properties matching location, type, and bedrooms.
• "Something with a pool for less than $1500" — The bot filters by amenities and price.
• "What do you have in Santa Ana?" — The bot searches for all available properties in that area.

These interactions are recorded in the conversation history, letting you see exactly what each contact searched for.

Project inquiries

In addition to individual properties, contacts can inquire about real estate projects (condominiums, residential developments, commercial plazas):

• "What projects do you have?" — The bot shows available projects.
• "I'm looking for something in Torres del Valle" — The bot searches by project name.

Project information (construction status, delivery date, price range, amenities) is automatically included in the bot's responses.

Contact assignment

Contacts are assigned to specific agents in several ways:

Automatic assignment

Each WhatsApp channel has its own assignment rules. Based on the channel's configuration, new contacts can be assigned automatically:

Assignment configuration is managed per channel in Settings > Channels. Only channel members are considered for automatic assignment.

Manual assignment

From any conversation's toolbar, an admin or agent can reassign the conversation to another agent. See Contact Details for the steps.

Activity timeline

Each contact's history is available through their conversation. The timeline includes:

• Exchanged messages — All sent and received messages, with date and time.
• Bot responses — Clearly marked with a bot icon to distinguish them from agent responses.
• System messages — Automatic notifications (for example, visit confirmations).
• Internal notes — Team comments (visible only from the notes panel, not in the message flow).
• Status changes — When the conversation changes status (open, in progress, closed).
• Reassignments — When the conversation is reassigned to another agent.

Message types

Contacts can send and receive different types of messages:

All these types are displayed correctly in the inbox. Images and videos show as thumbnails, documents as downloadable links, and audio with an embedded player.

Best practices

Here are some recommendations for managing your contacts efficiently:

Name your contacts

When a new contact arrives, take a moment to update their name to something recognizable. This makes it easier to find the conversation later.

Use tags consistently

Define a standard set of tags for your team (for example: "Buyer", "Renter", "Investor", "Urgent", "VIP") and use them consistently. This makes filtering easier and enables more precise reporting.

Document in internal notes

After each significant interaction (call, visit, requirement change), add an internal note. This helps any team agent pick up the conversation with full context.

Keep the contact status updated

Keep the funnel status up to date. This not only helps you follow up, but feeds your agency's analytics and lets you measure the effectiveness of your sales process.

Prioritize human attention

Regularly check the "Human attention" filter to handle conversations where the bot requested your intervention. These conversations are usually the most important because the bot detected it could not resolve the inquiry automatically.

Next steps

• Contacts (Overview) — Return to the contacts overview.
• Analytics — View lead funnel metrics and conversion rates.
• AI Assistant — Learn how the bot works and how to manage escalations.
• Properties — Manage your property inventory to power bot responses.