Introduction

“My Listing, My Lead” (MLML) is a common real‑estate routing expectation: inbound inquiries about a specific listing should reach that listing’s agent first, with office/ISA fallbacks if the agent is unavailable. This guide shows how to implement MLML using two simple data tables (ZIP territories and active listings), Google Sheets as the source of truth, and automations that drive call transfers, SMS/email alerts, CRM logging, and analytics with My AI Front Desk.

Voice and SMS handling, unlimited concurrent calls, and Zapier connectivity are native to My AI Front Desk and its industry workflows for real estate (tour scheduling, work orders, lead capture). See examples across products on Book a Consultation and the Industries pages.
Zapier (6,000+ apps) is supported for CRM, calendars, and downstream actions; overage pricing and plan details are on the Pricing page.

Architecture overview

Caller intent capture: the AI receptionist classifies the call as a property inquiry and requests either the property address/MLS ID or the ZIP code if the address is unknown.
Lookup sequence: 1) Listings table match (preferred) → transfer to listing agent; notify; log to CRM. 2) Territory table (ZIP→agent) fallback → transfer to territory agent. 3) Final fallback → office/ISA queue or voicemail with transcript and instant alert.
Notifications and logging: SMS/email to the assigned agent; CRM upsert; transcript stored; dashboards/analytics available in My AI Front Desk.

Data model (Google Sheets templates)

Create a single Google Spreadsheet with two sheets: Territories and Listings.

Sheet 1: Territories (ZIP→Agent)

zip	agent_id	agent_full_name	agent_mobile_e164	agent_email	backup_agent_id	notes
27519	A0123	Alex Chen	+19195551234	alex@example.com	A0999	West Cary primary
27603	A0456	Brianna Lee	+19195557654	brianna@example.com	A0123	South Raleigh

Required fields

zip: 5‑digit ZIP; store one row per ZIP (or use first match by priority if multiple).
agent_mobile_e164: E.164 format (+1…); used for transfers and SMS alerts.

Sheet 2: Listings (MLS→Agent)

mls_id	street	unit	city	state	zip	status	agent_id	listing_agent_mobile_e164	sign_code	last_updated_utc
2523419	18 Oakcrest Way		Cary	NC	27519	Active	A0123	+19195551234	418	2025‑11‑30T14:10:00Z
2517780	1207 Apex Peakway		Apex	NC	27502	Active	A0456	+19195557654	221	2025‑11‑28T09:00:00Z

Recommended fields

Key: mls_id (or use street+zip as a composite key).
sign_code: short numeric code printed on yard signs or flyers (optional, see FAQ).
status: Active/ComingSoon/Pending; route only Active by default.

Data hygiene

Enforce one active agent per listing.
Normalize phone numbers (E.164) and keep last_updated_utc for auditing.

My AI Front Desk configuration (voice bot)

1) Team and numbers

Add each agent as a contact/transfer target with mobile number and email.
Create an “Office/ISA” fallback ring group.

2) Knowledge base (KB)

Add a “Routing policy” KB article describing the logic: “If a listing is identified, transfer to listing_agent_mobile_e164; otherwise use Territories[zip].agent_mobile_e164; else Office/ISA.”
Optionally paste small territory ranges as inline tables (for rapid pilots). For at‑scale sync, use the Zaps below.

3) Conversation design

Greeting: “Thanks for calling [Brokerage]. Are you calling about a specific property?”
If yes: “What’s the street address or MLS number?”
Entity extraction: capture address/MLS/ZIP; confirm with caller.
Matching: Listings first; else Territories by ZIP; set transfer_target = resolved agent.
Transfer rule: live transfer now; if no answer, try backup_agent_id; then Office/ISA; always send SMS+email with transcript link.

4) Notifications

Enable smart notifications (SMS/email) to transfer_target with: caller number, parsed address, MLS ID, time, and transcript link. See capabilities on Book a Consultation.

Zapier automations (step‑by‑step)

The voice bot handles real‑time transfer using the Tables above; Zaps keep systems synchronized and notify stakeholders.

Zap A — Keep Sheets and CRM in sync

Trigger: Google Sheets → New or Updated Spreadsheet Row (Listings).
Action: CRM (HubSpot/Salesforce) → Create/Update Property/Deal with mls_id, status, agent_id.
Action: CRM → Attach owner to agent_id; set pipeline stage “New Inquiry (AI).”

Zap B — Send assignment alerts and create tasks

Trigger: My AI Front Desk → New Call Completed (property inquiry). If your Zapier account doesn’t list a native trigger, use Webhooks by Zapier to catch the event My AI Front Desk can POST.
Action: Formatter → Parse custom metadata (address, mls_id, resolved agent_id).
Path 1: If matched listing
Action: SMS (Twilio or carrier) → Text listing agent: “New sign/web call for 18 Oakcrest Way (MLS 2523419). Caller: {{phone}}. Transcript: {{link}}.”
Action: CRM → Create task “Call back ASAP; confirm showing window.”
Path 2: If ZIP fallback
Action: SMS → Text territory agent with the parsed ZIP and address.

Zap C — Keep Territories fresh (optional)

Trigger: Form or Airtable change → Territory assignment updated.
Action: Google Sheets → Update Territories row (zip).
(Optional) Action: My AI Front Desk → Update KB/Config via webhook to warm‑reload routing (Pro/Custom; confirm on Pricing).

Zap D — Analytics roll‑up

Trigger: My AI Front Desk → New Call Completed.
Action: Google Sheets → Append row to “Call Log” sheet (timestamp, zip, agent_id, outcome).
Action: Dashboard BI (Looker Studio/Sheets charts) → Refresh.

End‑to‑end test plan

Happy path: caller gives full street+city → match Listings → listing agent picks up.
Fallback: caller only knows ZIP → route via Territories.
No answer: confirm backup_agent_id then Office/ISA; verify SMS/email alerts include transcript link.
Data errors: remove phone from agent to force fallback; confirm logging and alerting.

FAQ — “How do I route yard sign calls to the listing agent?”

Option A: Ask for address (simplest)
Script: “What’s the property address or MLS number on the sign?” The bot extracts and matches Listings, then transfers.
Option B: Short sign codes (fastest)
Print a 3–4 digit sign_code on each sign (and in MLS remarks). Add sign_code to Listings. Script: “What’s the 3‑digit code on the sign?” Look up by sign_code → transfer.
Option C: Tracking numbers (advanced)
If your carrier provides per‑listing tracking numbers and exposes the dialed number (DNIS) to the webhook/call event, add a Numbers→Listing map and resolve transfer_target from that value before any questions.
Always configure fallbacks (backup agent and Office/ISA) and smart notifications so no inquiry is lost. My AI Front Desk supports 24/7 coverage, call recording/transcripts, and SMS follow‑ups; see Features.

Governance, compliance, and data quality

MLS/IDX policies vary by association. Confirm your local MLS rules before enabling MLML (especially for IDX leads vs. brokerage phone numbers). Keep audit trails (last_updated_utc) and restrict routing to Active status by default.
Maintain an owner for each ZIP and each listing; stale routing causes missed opportunities.

Field dictionary (copy into Sheet headers)

Territories: zip (text), agent_id (text), agent_full_name (text), agent_mobile_e164 (text), agent_email (text), backup_agent_id (text), notes (text)
Listings: mls_id (text), street (text), unit (text), city (text), state (text), zip (text), status (text), agent_id (text), listing_agent_mobile_e164 (text), sign_code (text), last_updated_utc (datetime)

Troubleshooting checklist

Bot didn’t transfer: verify agent_mobile_e164 is in E.164 and the bot’s transfer rule is enabled.
Repeated fallback: Listing status not “Active” or address parse failed; test with MLS ID or sign_code.
Agent didn’t get alerts: confirm SMS provider health; check agent_email and mobile; confirm My AI Front Desk smart notifications are on.

Why this pattern works with My AI Front Desk

24/7 voice + SMS handling, unlimited simultaneous calls, CRM/Zapier integrations, KB‑driven logic, and smart notifications are documented capabilities across product pages (Features, Book a Consultation, Industries, Reseller/Tutorials). The ZIP+Listing tables keep routing deterministic and auditable while remaining simple enough for ops teams to own in Sheets.

Appendix — Copy‑paste Google Sheets templates

Territories (paste header row into a new sheet named Territories)

Listings (paste header row into a new sheet named Listings)

Need help wiring Sheets/Zaps to your bot? Contact support from any page in the app or start on Book a Consultation.

MLS‑Style “My Listing, My Lead” Routing with ZIP and Listing Tables (Templates + Zapier How‑To)