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The real-estate pack tunes Vorel’s voice + chat agent for property brokerages and developers. It seeds an agent persona, the slots the agent collects on every qualification, the catalog attributes for offerings, the handoff triggers, and a few prompt-level overrides, all without code.

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Persona defaults

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Signature phrases (used at most once per call)

happy to help · let me check that for you · بكل سرور · خلّيني أتأكد لك

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Forbidden phrases (the agent will never say)

guaranteed · definitely a great investment · you can't go wrong · best deal in Dubai · trust me · مضمون · صفقة العمر · أفضل سعر بالسوق This forbidden list defends against the most common over-promise traps in MENA real estate marketing copy. Add tenant-specific phrases (e.g. your brand’s restricted vocabulary) via the dashboard’s pack-overrides UI without a code deploy.

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What the agent qualifies

The agent applies these qualification rules for this vertical:
Probe for intent (buy vs rent), property type, bedrooms, budget range with currency, preferred areas, and timeline. Capture financing_needed if the caller mentions mortgage or cash. UAE callers commonly use Arabic-numeral price phrasing (e.g. “two and a half million” → 2,500,000); accept either.

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Lead attributes captured

These slots populate leads.attributes as the agent learns them across the conversation:

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Offering catalog attributes

Property listings stored as Vorel offerings carry these vertical-specific attributes:

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Handoff triggers (defaults)

The pack ships with these triggers ON by default:
  • On complaint: anything sounding like a service grievance routes to a human.
  • On compliance: regulatory / legal questions (RERA, Ejari, escrow, ownership rules) escalate.
  • On negotiation: pricing / commission negotiations escalate.
  • On explicit request: caller says “transfer me” / “let me speak to someone”.
on_stuck is OFF by default for real estate. The agent typically has enough information to recover from a single confused turn without escalating.

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Worth knowing

  • Bilingual price phrasing. UAE callers fluently mix Arabic-numeral and English-numeral phrasing (“two and a half million” → 2,500,000). The qualification prompt explicitly tells the agent to accept either.
  • Viewing booking flow. Books against your offerings + your hours via Vorel’s book_appointment tool. The post-confirm hint advises that “after the viewing, the assigned agent meets the customer at the property location”, so the booking confirmation copy your tenant gets reflects the in-person meet at the property.
  • No price guarantees. The pack’s forbidden phrases list is deliberately tight on superlatives (“best deal in Dubai”, “guaranteed”). This is a trust-and-compliance posture for a market where misleading price claims are a regulatory risk.

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Per-tenant tuning

Your operator can override any of the above per-tenant via the dashboard’s pack-overrides UI:
  • Append signature / forbidden phrases: your brand voice phrases get added on top of the pack defaults (de-duplicated).
  • Replace prompt overrides per-key: e.g. tenant-specific qualification rules (focus on luxury vs. mass-market segments) replace the pack’s value for that key only.
  • Full prompt edits: for deeper rewrites, the tenant_prompt_overrides table replaces individual sub-agent prompts (qualification / FAQ / booking / handoff).
  • Voice: what the voice agent does end-to-end
  • CRM: pushing qualified leads into your CRM, across 27 drivers
  • Quickstart: onboarding flow