What we set out to do
Nineveh Properties handles 800+ WhatsApp inquiries a week. The agent team kept missing inbound messages outside office hours, and 31% of qualified leads were going cold before a human could respond.
How the bot is wired
Evolution API handles the WhatsApp transport. A NestJS worker receives webhooks, runs a Claude reasoning loop grounded in the live listings database, and either responds or hands off to a human via the agents' shared inbox.
We picked Claude over alternatives because Arabic and Kurdish quality matters more than raw English benchmarks here, and the tool-use loop felt cleaner to operate.
The hand-off model that actually worked
The first version tried to be too autonomous. Agents pushed back: they wanted to see the conversation before the bot promised anything. The shipped version qualifies basics (budget, area, timeline), surfaces a one-tap hand-off, and summarises the transcript for the human picking it up.
Numbers, four months in
Cold-lead rate dropped from 31% to 6%. Average response time on inbound messages is now under three minutes. Agents started their mornings on a pre-qualified pipeline instead of a list of unknowns.