The dashboard alerts area inside BNTouch is the highest-leverage screen most loan officers walk past every day. It surfaces five distinct alert types that should drive immediate action: credit pull alerts (a borrower’s credit was pulled by another lender), tracker events from teammates, new assignment alerts, rate-trigger alerts where current rates beat a borrower’s rate by a configurable margin, and listing alerts when an MLS property hits the system. The pattern that separates loan officers who close from loan officers who hope is whether the alerts area is the first screen opened each morning.
Direct from the demo: “First of all, where you’re going to find these alerts that we’re talking about is under dashboard. You’re going to go over to alerts here, and then these are all the alerts that we’re going to be talking about today” [2jIjmzPMgts m0]. So the alerts section is a sub-tab on the dashboard. It lives next to other dashboard sub-tabs but is structurally separate. If you have never clicked into it, that is the gap to close today.
Alert type one: credit pull alerts
The most actionable alert in the platform. When a borrower on your book has their credit pulled by another lender, BNTouch surfaces it. The phrasing the team uses on other demos: “Your customer has had their credit pulled for a mortgage by a different lender, so you’re going to want to reach out and understand why that person has been [shopping with another lender].”
This walkthrough does not dwell on the credit pull alert specifically (that has its own dedicated module) but flags it as one of the live alert types in the dashboard. The right play when you see this alert: call the borrower the same day. Not email. Not text. A phone call inside the window where the other lender’s pre-approval is still hours fresh.
Alert type two: tracker events from teammates
From the demo on tracker events: “Then [you would reach out and you know], send them an email. You could add an event to the tracker and say, hey, you know what? We had a phone call. It was a great call. And that would show up in the tracker event in that borrower’s [record]” [2jIjmzPMgts m1]. So tracker events log every meaningful touch on a record, and the alerts surface tracker events from teammates so you know what is happening on shared files without opening the record.
This matters for branches with shared pipelines. If your processor logged a tracker event noting “borrower says they want to lock at 6.5%,” that event surfaces on the LO’s alert area and the LO can call the borrower before the processor has to chase you down.
Alert type three: new assignment alerts
When a borrower gets newly assigned to you, the dashboard alerts surface that. “If you have a new assignment, you can have an alert pop up for you for that and send you an email” [2jIjmzPMgts m2]. So when a branch manager reassigns a file or a round-robin lead-routing rule fires, the receiving LO knows immediately.
Configuration note: you can choose whether new-assignment alerts land in the dashboard, by email, or both. For high-volume LOs receiving 10+ new leads a day, email-only would flood the inbox; for lower-volume LOs, email is the trigger that fires the speed-to-contact clock.
Alert type four: coworker tracker notifications
Adjacent to the tracker event alert above but distinct in mechanic. “If you have a notification from a coworker that does an event, you could have that alert” [2jIjmzPMgts m2]. So when a teammate logs a specific event type that you have flagged as important (e.g., a “ready to lock” status update on any shared file), you get the notification.
This is the alert most useful for cross-functional coordination. A processor flags a file ready to lock; an LO sees it within minutes; the rate lock happens that day.
Alert type five: rate-trigger alerts (the refinance opportunity surfacer)
The most operational alert for refi-heavy LOs. The dashboard surfaces borrowers whose current rate is now meaningfully worse than market. Configurable threshold: “How much higher the rate is. So, if you wanted a point higher, you wanted a quarter point higher, you can adjust that in here” [2jIjmzPMgts m3].
So you set the trigger threshold once (e.g., “alert me when current market rate is 0.5 percentage points below the borrower’s current rate”). The system monitors and surfaces borrowers as they cross the threshold. The action: “You’ll also be able to say, I want to start this refinance campaign for all of these and I can [trigger it on a batch]” [2jIjmzPMgts m3]. You select the alerted records and start a refinance campaign on all of them in one action.
Alert type that the dashboard also surfaces: agent additions
One sub-alert worth noting. When you add an agent to a borrower record, that creates a workflow signal. “You could pop in here and add the agent to your record. And then once you’ve added the agent, that agent can pop in and now you could start communicating with that agent, setting them up for campaigns” [2jIjmzPMgts m4]. So the alert area helps coordinate agent assignments at the borrower-record level as well, not just borrower-side alerts.
A specific morning routine that uses every alert
A loan officer with 80 active records and a respectable past-borrower book can build a 12-minute morning routine around the dashboard alerts:
Open dashboard, click alerts sub-tab. Default view.
Triage credit pull alerts first. Any alert older than 24 hours is a missed window; call the same day or accept the loss.
Scan tracker events from teammates. Anything marked “ready to lock,” “signed disclosures,” “wants to switch loan type” needs an immediate response.
Check new assignment alerts. Make first-touch attempts on every new lead before 11am.
Open rate-trigger alerts. Select the highest-equity borrowers in the alerted list, start the refinance opportunity campaign on the batch.
Close out the alerts area before opening email. The discipline matters; email pulls you into reactive mode, alerts pull you into proactive mode.
Why the alerts area is underused
Most LOs default to the pipeline list as their morning screen. The pipeline is what you should work after the alerts, not before. The alerts surface opportunity and risk that the pipeline list cannot show (because nothing in the pipeline state changes when another lender pulls credit; the borrower is still nominally “yours” until you lose them).
Turning this into a habit takes about three weeks. Set a recurring task in BNTouch for the first 14 days that says “alerts before pipeline” and the routine sticks.
Honest limits
Credit pull alerts require the Credit Pull Alerts module activated. If you do not see credit pull alerts in your dashboard, the module is off on your account. Activate it through the options panel or coordinate with the BNTouch team.
Rate-trigger alerts depend on rate data feed configuration. The alert system needs current rate data to compare against borrower rates. Confirm during setup which rate sources feed the comparison.
Some alerts can fire on stale data. If a borrower’s rate field has not been updated since their original close, the rate-trigger alert may misfire. Periodic data hygiene matters.
Multi-LO branches see only the alerts on records they own or share. If your branch manager assigned a record to another LO, you will not see alerts on that record unless you have shared access.
Set up the alerts on your dashboard
To configure the alert thresholds (rate trigger margin, tracker event types, assignment notification preferences) on your account, request a demo and ask the team to walk through the dashboard alerts configuration. The mortgage CRM page covers the underlying alert engine.
