One AI principal,
220+ assets,
one desk that runs itself.
Touchwood manages residential, commercial, carpark, storage and short-stay across five Melbourne sub-markets — with one boutique team. We built them a named principal AI and a roster of eight specialist sub-agents, so the desk handles the routine 24/7 and Mark only sees what needs a human.
A boutique desk, with a big-city workload.
Touchwood positions as AI-driven boutique real estate. The promise is exceptional service across residential sales and rentals, commercial leasing, carparks, storage, and short-stay — without the head-count of a top-50 agency.
Two operators, 220+ assets, 260+ clients, five sub-markets. The bottleneck wasn't intent — it was hours. Every enquiry needed a same-day reply. Every lease, a renewal review. Every short-stay turnover, a tight choreography. The brand promise was real; the team was at the edge of the rope.
Heartwood — the principal AI for Touchwood.
One named AI you talk to, that runs a roster of eight specialist sub-agents and reports back the way a senior associate would. Sits over Touchwood's existing stack — listings, CRM, calendar, e-sign — and never replaces a final human decision.
- 01A morning brief, drafted overnight, read out loud before the office is open.
- 02A 24/7 concierge that drafts replies and qualifies enquiries the moment they land.
- 03A decision queue — only the moves that need Mark, surfaced with everything attached.
- 04A chat sidebar. Ask anything about any asset, get an answer with citations.
- 05A clean handover. Code, prompts, and runbooks live in Touchwood's repo from day one.
Not a chatbot. A principal with a roster.
Heartwood is the named AI Mark talks to. It doesn't try to do every job itself — it briefs eight specialists and pulls their work back into one place. Same pattern a senior agent uses to run their juniors, only the juniors never sleep, never lose context, and never forget a follow-up.
Eight specialists. One shared context.
Every sub-agent reads from one shared context — the same listings, leases, photos, contacts and notes the team uses. None of them improvise on policy. Heartwood routes the work; the specialists do it.
Watches every channel — site forms, realestate.com.au, Domain, Airbnb DMs, phone-text. Qualifies, books inspections, drafts replies in Touchwood's voice. Hands sales leads to Mark with a half-page brief.
handles 80% of routineOwns the tenant relationship layer: maintenance triage, rent reviews, renewal drafts, arrears reminders, condition reports. Knows the rules across VIC residential and commercial leasing.
220+ tenanciesTracks every comparable across the five sub-markets — Tribeca, Stead St, CBD, Queens Lane, Fawkner. Flags pricing shifts before they hit the data feed. Feeds the morning brief.
5 sub-markets, hourlyThe engine behind the free property appraisal promise. Address in, comparative market analysis out in 4 minutes — with chart, recent sales, and a one-page narrative ready for the client.
free valuation in 4 minTurns inspection notes into market-ready listing copy across portals. Writes the photographer's shot list. Catches missing facts — body corp fees, OFI times, parking spec — before publish.
portal-ready in 6 minRuns the short-stay choreography — guest comms, dynamic pricing against the local market, turnover scheduling for cleaners, key handover, late check-out asks. Wakes up first on weekends.
turnovers, end-to-endBooks public and private inspections, sends reminders, collects feedback after the OFI. Transcribes condition reports from voice memos. Files everything against the right asset.
zero missed remindersQuiet, paranoid, useful. Checks lease compliance against VIC RTA changes, NAP consistency across Google, Bing, Apple, and Facebook, and that every listing has the right fields before it goes live.
weekly hygiene sweepTwenty-four hours, narrated.
Heartwood and the roster don't clock off. Here's a representative Wednesday across the 220 assets — pulled from a real run log, address details changed.
Finishes scanning 14 overnight enquiries. 9 qualifying replies drafted, 2 sales leads routed to Mark for a call before 9am, 3 spam discarded.
Morning brief drops — 6 min of audio plus a written deck. Top decision: pricing call on Lot 1316/39 Lonsdale.
Plumber quote arrives for 6/1070 Sydney Rd. Steward annotates against last 3 maintenance jobs at that asset, flags it cleanly to Mark.
Three free appraisal requests came in via the site overnight. Valuer ships full CMAs with charts; Mark reviews and presses send.
Inspection notes from a CBD apartment on Franklin St go in at 10:50. By 11:20, portal-ready copy, photo brief, and OFI scheduling are all waiting for approval.
Detects three new East Melbourne listings inside Touchwood's price band. Tags them as comparable for two active vendors; updates their CMAs.
Sends reminder SMS to 12 prospects booked for Saturday's OFIs. Six confirm, two request a private viewing — auto-booked with Mark's calendar gap-finder.
Two same-day Prime Hosting bookings come through. Cleaner schedule rebalances. Keys ready. Guest welcome notes drafted with the local-coffee tip the team likes to add.
Weekly NAP sweep — Google, Bing, Apple, Facebook. Touchwood's St Kilda Tower entry on Apple Maps is off by a phone digit. Files a fix request.
Overnight rental enquiry from Brisbane — relocation, June 1 move-in. Books a Saturday inspection at 212/600 Little Bourke St without waking anyone up.
Six minutes of brief, before the office is open.
Heartwood drafts a written-and-spoken summary of the last 24 hours, every morning. Pleasant Australian narration, conversational structure, the calls-to-action at the front. Listen on the drive, decide in the lift.
See Heartwood in action.
The same interface Mark uses each morning. Pick a scripted question, approve items from the queue, or run a CMA — no account needed.
No vanity. Just the shape of the desk.
Measured across the first 90 days of running Heartwood live, set against the pre-build baseline. Some identifying client details changed for privacy.
Four moves. Two to three weeks.
We don't sell a product; we ship a system. The same four-move pattern works whether you have ten assets or a thousand. Nothing leaves Touchwood's stack — repo, prompts, runbooks, sub-agent definitions all live in their GitHub from day one.
Map the desk.
One half-day with Mark and the team. We list every recurring move, what triggers it, what good looks like, and where it lives in the stack today.
Half-day · in personDraft the roster.
Name each sub-agent. Write their job description, their boundaries, their inputs and outputs. Confirm with the team before a single prompt is written.
Week 1 · asyncShip the PoC.
Heartwood plus the two highest-leverage sub-agents — Concierge and Valuer — running live against real data. Everything else stays on paper until this earns its keep.
Week 2 · liveTune for 90 days.
Three months of weekly tuning included. We watch what Mark edits, fix what Heartwood gets wrong, add the next two sub-agents only when there's real traffic to feed them.
Wk 3–14 · includedWant a desk that runs itself?
We'll map your workflows for free and tell you straight what's worth automating — and only build it if it pays for itself.
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