The four-step setup most LOs actually run
Step 1: Configure pipeline stages and lead routing
BNTouch comes with default mortgage pipeline stages out of the box (Lead, Pre-Approved, In Processing, Underwriting, Closing, Funded, Post-Close). Most LOs use them as-is. Brokerages with custom workflow can add stages (e.g., “Conditional Approval,” “Quality Control,” “Investor Delivery”).
Lead routing rules tell the CRM where each new lead goes. Common rules:
- Round-robin: leads distributed evenly across LOs
- Geographic: leads route to the LO covering that state or zip code
- Source-based: leads from specific referral sources go to specific LOs
- Manual: leads enter unassigned and the manager assigns each
For solo LOs, all leads go to you. For brokerages, the routing rules are configured during onboarding based on the operation’s structure.
Step 2: Activate pre-built campaign sequences
BNTouch ships with 400+ pre-built mortgage campaigns. Most useful starting set:
- New lead nurture (Day 0 through Day 30 before first call)
- Pre-approved follow-up (between pre-approval and applying)
- In-processing communication (status updates during the loan)
- Post-close 5-10-15 year retention
- Refi rate-alert campaigns
- Real estate partner monthly outreach
- Annual review prompts
Activate the campaigns relevant to your business. Customize the message bodies to your voice. Most LOs activate 8-12 campaigns at setup; expansion happens over time.
Step 3: Set up LOS integration
If you originate loans on Encompass, LendingPad, BytePro, Calyx, Arive, or Floify, the BNTouch + LOS integration is configured during White Glove onboarding. Bi-directional sync: leads in CRM push to LOS at application time, funded loans in LOS push back to CRM for post-close.
If your LOS is not in the supported list, BNTouch can typically configure a custom integration. Discuss with the onboarding team during the discovery call.
Step 4: Enable TCPA compliance and consent capture
Consent capture is configured on your lead-capture forms (web forms, landing pages, partner sources). Opt-out handling is automatic across all LOs. 10DLC registration begins during onboarding and completes within 1-3 weeks.
By default, no contact gets texted without verified consent. The consent record propagates across LOs in the brokerage. If a contact opts out via SMS reply, the opt-out is honored immediately.
Setup time expectations
- Solo LO on BNTouch Individual: same-day to 24 hours from sign-up to fully running
- Brokerage 2-10 LOs on BNTouch Team: 7-14 days including data migration, LOS integration, team training
- Mid-size brokerage 10-50 LOs: 14-30 days
- Enterprise (50-200 LOs): 30-60 days for custom workflow setup
- Migration from competing CRM: add 7-14 days for data import and field mapping
What slows the setup down
Three things commonly delay implementation:
- Dirty data: if your existing contacts have duplicates, missing fields, or inconsistent formatting, cleanup adds 3-7 days
- Custom LOS integration: if you use an LOS not in the standard list, custom integration adds 7-14 days
- Custom campaign content: if you want fully custom campaigns (not using the 400+ pre-built), content writing adds 1-2 weeks
Frequently asked
Do I need to know HTML or coding?
No. BNTouch is a configuration platform, not a development platform. Pipeline stages, campaigns, routing, and integration are all set up through forms and dropdowns, not code.
Can I change settings later?
Yes. Pipeline stages, campaign content, routing rules, and integrations can all be edited after setup with no downtime. Most brokerages refine settings monthly for the first quarter.
What if I make a mistake during setup?
White Glove onboarding includes a review session where the migration team validates everything before you go live. Mistakes get caught before they cost you leads.
