6 Email Automations Every Loan Officer Should Have Running in BNTouch

Six email automations cover the high-frequency moments inside a loan officer’s pipeline: the new lead welcome, the pre-approval document chase, the rate lock confirmation, the in-processing status drip, the loan anniversary message, and the post-close referral ask. Each is built as a BNTouch campaign with steps (email, text, task, optionally a printed card). Each starts automatically using triggers tied to status, loan purpose, or marketing sequence. Once these six are running, the loan officer stops drafting the same email twice a week and starts spending time on the deals that need a phone call. This post walks through the click path for building each, the trigger setup that starts them automatically, and the template structure inside the BNTouch campaign step editor.

By Yuri Polukeev, Founder of BNTouch.

A loan officer hand-writing the same welcome email for the tenth time this month is doing work the system should be doing. The training videos below cover the campaign step editor, the trigger setup, the template library, and the marketing automation logic that ties the six together.

Automation 1: The new lead welcome (sends immediately on add)

The welcome sequence triggers the moment a borrower record is added with the lead status. Inside the marketing tab, open or create a campaign, click add step, pick step type email. Step interval set to “as soon as a record is added to the campaign” so it fires immediately. “The step will trigger as soon as a record is added to the campaign” [Ut3hGUkyo2Q m2]. Subject line goes in the step name field, with optional emoji from the icon to the right. Body text uses meta tags so borrower first name, loan officer name, and contact phone pull in automatically. “You can use meta tags in this field to automatically pull relevant data fields from records and information in your CRM” [1IlrBJHjsCM m6]. Three or four follow-up emails on day 2, 5, 9, 14 are added the same way with the day interval set instead of “as soon as added.”

Automation 2: The pre-approval document chase

The doc chase triggers when a borrower moves into pre-approval status. The trick is the step type mix. Most loan officers use email-only. The training video shows the mix that works: email at day zero with the doc list, SMS at day two as a nudge, task at day four for the loan officer to make a phone call. “Set the step name. This will be the subject in the case of emails, SMS messages, and the like” [1IlrBJHjsCM m5]. When the doc package is complete, the loan officer flips the status to “docs received” and the next automation takes over.

Automation 3: The rate lock confirmation (with bilingual support)

Rate lock confirmation is a single-step campaign with multi-language support enabled. The fourth column on the step list shows “whether the step has multi-language support and will automatically send the appropriate version of the step based on the recipient’s preferred language” [Ut3hGUkyo2Q m3]. Build the English version, click into language settings, add the Spanish version. The system sends whichever matches the borrower’s preferred language field. The full step type menu covers email, text, pre-recorded voice message, printed letter, and printed greeting card. The text step “allows you to leave a pre-recorded message from that same number” [Zak2i4So3FU m6] tied to the loan officer’s outbound text line.

Automation 4: The in-processing status drip

When a borrower file is sent to processing, a campaign starts that emails the borrower weekly with what is happening behind the scenes. The trigger setup: in the campaigns tab, click on the campaign, scroll to triggers, add a mortgage trigger, set status equals submitted to processing. “Use this submitted to processing and I’m going to click on the quick setup” [n0sm9iSyIbw m11]. The status flip happens once. The drip runs automatically until the file closes. Triggers can also target a specific loan officer rather than the whole team: “when the record owner equals myself” [n0sm9iSyIbw m9] limits the trigger to your pipeline only.

Automation 5: The loan anniversary message

The anniversary message is built as an exact-date step type. “Steps based on exact date will activate on the specified date regardless of the duration of the campaign. This type of step can be used to send” [Ut3hGUkyo2Q m2] anniversary cards, birthday messages, or rate-update communications. The training video shows two delivery options for cards: regular size at 65 cents or jumbo size at 99 cents. “We can send either a regular size card for you which we charge you 65 cents or we can send a jumbo size card which costs 99 cents” [Zak2i4So3FU m9]. The card prints and mails automatically on the anniversary date. The CRM tags the event on the borrower record’s tracker so the loan officer sees the touchpoint without doing it.

Automation 6: The post-close referral ask

The referral ask runs from a saved marketing template. Inside the marketing tab, click templates, click add new template. “Your first step is to enter a name and subject. The name is for your own organizational use” [AkJYsO1WyY4 m3]. Templates can be styled once (design template) and reused across campaigns. “BNTouch divides templates into two types: letter and design. A design template functions like a type of stationery. It is a style and format that can be applied to emails or letters” [AkJYsO1WyY4 m1]. The referral ask template gets called from the post-close campaign at day 14 after funded status. The body asks for one introduction to a friend or a colleague who is starting a home search. Personal, short, ends with a soft ask.

What automations like these do not solve

Two honest limits. One, automation cannot replace the judgment of when to switch to a phone call. The training video on marketing automation is clear that the campaign drives consistency; the phone is what closes. Two, triggers need clean status data behind them. If borrowers sit in lead status forever because nobody updates them, the in-processing drip will never start. The same caveat applies to safe mode. “When you’re safe mode’s on, it may have started the campaign or triggered those campaigns for those records, but it wouldn’t send out” [n0sm9iSyIbw m17]. Take safe mode off intentionally, not by accident.

See the six automations on a working pipeline

If you want to see all six running in sequence on a sample borrower, the fastest path is to request a demo and ask the BNTouch team to walk through the campaigns tab with the trigger logic in place. The mortgage CRM overview covers the campaign builder, the template library, and the trigger mechanics in one place.