Four choices shape what a client meets before they upload anything and what they get back once they are done. They are set once and apply to every client. Open Client Requests, then Settings. The panes run in the order a client meets them: Application and Video Introduction under Client Intake, then Tracker, Documents, Resources and Reminders & Alerts under Client Hub, the same order as the tabs in your client's hub. Edits save as you make them.
Add a Video Introduction
- Open the Video Introduction pane and paste a public YouTube, Vimeo, Loom, or Neeto address into Video link.
- Check the preview that appears below the field. A link the player cannot open is refused rather than saved.
- Use Remove to take it down. With the field blank, the welcome screen simply opens without one.
Clients see it on the welcome screen of your client application, above the first question and under your name and photo.
Let Clients Check Their File After They Send It
Let clients check their file after they submit, at the top of the Tracker pane, is on unless you turn it off. Clients who reopen their link land on a hub with tabs for Status and Requests, plus Conditions once the lender has raised one. Turn it off and their link ends at the thank-you screen, which means they hear where things stand from you rather than from the page.
Choose What Sits in Their Resources Tab
With the hub on, its Resources tab holds the calculators you pick and any PDFs you add. Both are set in the Resources pane.
Calculators in the hub decides which calculators are there. Pick from Mortgage Plan, Fixed vs Variable, Affordability, Purchase Costs, Amortization, Prepayment, Offset Account, and Explain My Mortgage. Three is the limit, so remove one before choosing another. New brokerages start with Mortgage Plan alone. Every client gets the same calculators. A deal's Client Hub tab lists them in its Resources section, and Edit Defaults there brings you back here to change them.
PDFs in the hub is where a first-time buyer guide or a closing checklist goes. Use Add PDF to upload one, up to 20MB each and twelve in all, and the trash icon beside a file to take it down. Every client sees the same list, under Info in the Resources tab, and opens each file in a new tab. To give one client a file nobody else gets, open their deal's Client Hub tab, open Resources, and use Add PDF under PDFs for this client. The files every client gets are listed there too, under Shared With Every Client, so you can see everything that client will get. Once a file for one client is added, you're offered an email letting them know, with a button that opens their hub. Edit the wording before you send it, or choose Not Now. The starting wording is the New PDF template under your client email templates, where you can add images, videos and fields like the file's name. With no calculators and no PDFs, the Resources tab disappears.
Write the Note Clients Read at Each Stage
Beside their tracker, the hub can show a note from you that explains what the current stage means for them. In the Tracker pane, open Edit Stages and Notes under Tracker Stages:
- Use Note to Clients at Every Stage at the top for the note any stage without its own shows.
- Edit a stage and fill Note to your client at this stage for wording that only fits that point, such as what happens once the file is with the lender.
- Leave a stage's note blank to fall back to the note for every stage. Leave both blank and clients at that stage see no note.
A deal's Client Hub tab shows the note that client is reading right now, under the stages in its Tracker section, and Edit Stages and Notes there brings you back here.
Email Clients Their Signed Copies
Email clients their signed copies, in the Reminders & Alerts pane, is on unless you turn it off. Once every document in a request is signed, the client gets an email with a copy of each one attached. Off, they keep only what they downloaded at the moment of signing.
Let a Client Ask a Question
Let clients ask about a document is on unless you turn it off. Clients get a chat button that explains what each item is and how to find it. Turn it off and the button never appears, so their questions come to you instead.
What to Do Next
- What Your Client Sees to walk the same screens a client walks.
- Write Your Client Messages to set the wording that carries these requests.
- Set How Client Uploads Are Checked to decide the bar each file has to clear.