Case study
An AI WhatsApp assistant that qualifies property leads in Bali
Every enquiry button on baliestate.co, for a sale or a rental, opens a WhatsApp chat with the Baliestate assistant, which Koza Lab built and runs. It answers from the live partner listings, asks what a sales person would ask, two or three related questions at a time, saves each answer to the lead’s profile and books viewings. Since 19 October 2026 sale enquiries are qualified by the assistant too, instead of going straight to a person.
Published · Product: baliestate.co
What does it ask?
| Lead | What the assistant finds out |
|---|---|
| Buyer | Whether it is to live in, rent out or invest; budget; when they plan to buy; freehold or leasehold, and for leasehold the minimum years; cash or financing; nationality, and whether they would buy in their own name or through a company (PT PMA); name |
| Renter | Move-in date; how many months; which day and time to view; name |
How does it talk?
- Like a sales person, not a form. It reacts to what the person said first, by answering their question or showing a matching home, and then asks the next two or three related questions in its own words. There are no numbered lists.
- Answers can come in any order, and a partial answer is kept. Each one is saved to the lead’s profile, so it never asks for the same thing twice.
- Once a budget is known it shows up to three matching homes from the live listings. Asked for photos, it sends the listing’s photo links and says how many there are.
- It does not give advice on nominee or ownership structures; it records what the buyer has in mind and leaves the advice to professionals.
Where does the lead go?
A viewing request or a qualified buyer becomes a handoff with a written brief: what the person wants, their answers and the listing they asked about. It goes to the partner agency behind the listing; where that agency has no account yet, the Baliestate team gets it on Telegram and follows up. Agencies on a leads plan see the same brief in their dashboard.
What happens when something fails?
- If the language model cannot answer, for any reason, the assistant does not guess and never sends an empty message. It tells the person that someone from the team will reply, saves the turn, and alerts the team on Telegram with the person’s message, at most once an hour per chat.
- A number in a listing reference, such as the 2091 in “PR2091”, is never read as a budget.
- Every night the day’s conversations are reviewed with personal data masked, and a failure a person approves becomes a permanent test that runs before every deploy.
See it live
Frequently asked questions
Does the assistant replace the sales team?
No. It answers, qualifies and books viewings; the agency or the Baliestate team takes the conversation from there with the brief in hand.
Does it handle sales as well as rentals?
Yes. Since 19 October 2026 every enquiry on baliestate.co, sale or rental, goes to the assistant first.
Which channels does it work on?
WhatsApp, Telegram and the Baliestate website.
Which AI model does it use?
Anthropic’s Claude, since 19 October 2026.
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