Every automatic message a client gets about a request is written here, once, for the whole brokerage. Open Client Requests and switch to Message templates to see the seven kinds of message, each on its own tab.
The Seven Kinds of Message and When Each Is Sent
Application welcome covers what a client sees when they open the application: an invite that starts it, document guidelines before they start photographing files, and a team introduction if more than one of you works the file. Application reminder nudges a client who opened the application and stopped partway through. Submission confirmation goes out the moment they submit it.
From there, requests follow the same round the reference article describes: New document request lists only what that round is newly asking for, never what is already outstanding. Document reminder chases whatever is still outstanding without repeating the original ask, on the cadence you set below. Down payment discussion and income discussion are sent when you choose to start one of those conversations, not on a trigger.
Edit an Email and Its Text Message
Each tab holds a subject and a body, built from chips for the details of that message rather than typed by hand: a client's name, the application link, the document rules a lender enforces. Insert one from the editor and it resolves at send time.
A text leg sits under the email it belongs to instead of in a channel of its own, because you are deciding how to chase one moment, not choosing a channel twice. It is a single message on its own switch, not a second cadence: turn it on and a client who gave you a mobile number gets one text alongside the email. The editor counts characters as you type and flags the message once it runs past two text segments.
Choose Reminder Days
Both reminders share day marks, bounded by the abandonment cutoff in team automation settings.
For Document Reminder, Start the clock at can select multiple board stages. Days count from entering the current selected stage; leaving and returning restarts the sequence. No Stage, or a request without a deal, uses the client's last activity.
Enter 0 for Same Day, due on the next hourly check. Application reminders use only the positive days. Editing days or the cutoff preserves Same Day while stages remain. Clearing stages removes it; if no days remain, defaults 1, 3, and 7 return, excluding days at or beyond the cutoff.
Choose Which Inbox a Message Leaves From
If you connect more than one mailbox, a Sent From control appears under the message it applies to. The wording above it is shared across the brokerage; the address is yours. Pick a mailbox for application welcomes, application reminders, submission confirmations, document requests and document reminders independently, or leave any of them on your default. A pick tied to a mailbox that later disconnects falls back to your default automatically, so nothing gets stuck.
Preview Before You Save
Document guidelines and the team introduction each carry a Preview button that renders the real message with sample content: a placeholder client, and your active teammates if you preview the introduction. The preview renders your last saved copy, so an edit you have not saved yet will not show up until you save it.
What to Do Next
- Send a request against these templates in Send a Client Request for Documents.
- Check what a client's request looks like on their end before you rely on the wording in Set the Defaults Clients See.
- If a reminder never seems to land, work through what to check when a client did not receive your request.