Two AI agents replacing manual lead routing and review collection for a Portuguese home-solutions group.
Built into HubSpot, Outlook, WhatsApp and Google Sheets, the agents run without depending on anyone’s availability — so the operation can scale across European HORECA markets.
- MultiChannel outreach — Email, WhatsApp, CRM
At a glance
- ClientA leading Portuguese home-solutions group serving HORECA markets across Europe.
- ChallengeTwo critical processes — lead routing and review collection — depended entirely on people.
- ApproachTwo AI agents, integrated into the existing stack — no new tools required.
- ResultsLead volume can grow across European markets without operational pressure.
Lead volume was scaling. Manual routing wasn't.
The group sells air and water purification and wellness products under multiple brands: over 30 years in the market, 200,000+ customers.
As digital campaigns scaled, each lead had to reach the right distributor, on time, with the information to act. Manual handling meant errors, high operational cost and scaling only by hiring.
Two workflows that scaled with team headcount, not business volume.
Both carried friction, inconsistency and operational risk — and growing headcount in step with volume doesn’t pay in distribution.
Lead Referral
Each lead’s advert and region were checked by hand to choose a distributor: slow, availability-dependent and prone to routing errors.
Review Requests
One person picked out served customers and sent each request by hand; when they were unavailable, the process stopped.
Two agents. Two streams. Autonomous operation.
Each agent has a distinct role inside tools the team already used, so neither process depends on anyone’s availability.
- 01Post-service reputation
Agent Review — automated review collection across channels
After a support session closes in HubSpot, customers not yet asked get review requests via Outlook and WhatsApp, logged in Google Sheets.
- 02Lead capture & routing
Leads Agent — capture, qualify, and forward
Reads Google Sheets every 15 minutes, dedupes Meta and Google Ads leads, creates the HubSpot contact and briefs whoever assigns the distributor.
Six capabilities across lead intake, routing, qualification, and review automation.
- Multi-source lead detection
- 15-minute verification cycles
- Duplicate detection
- HubSpot CRM integration
- Email + WhatsApp dual channel
- Google Sheets system of record
Correct routing. Consistent timing. No staff dependency.
Correct routing of every lead
The agent identifies the source advert and location, so whoever is on shift can pick the right distributor.
Faster, more consistent response
Checks run every 15 minutes, regardless of who is available — no bottleneck, no leads sitting in inboxes overnight.
Automated reminders without staff dependency
Review requests go out at the right time, by email and WhatsApp.
Scaling without team growth
Lead volume can grow in Portugal and across European markets without adding operational pressure.
From the team
The agent does not replace the process — it requires the process to be properly set up. When the right conditions are in place, scaling happens naturally. Otherwise, it merely automates chaos.
Stack
Running inside HubSpot, Google Sheets, Outlook and WhatsApp, the agents were adopted immediately; maintenance stayed with the client.
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