4,500+ active mortgage offices · $43.7B+ closed by users · 4.5★ from 700+ verified reviews
A 120-day pre-approval expires. The borrower goes cold. Your CRM keeps sending pre-approval reminder emails like nothing happened, and a buying agent calls to ask why their client just got pinged about a letter that is no longer valid. None of this triggers an error. Nobody fixes it. The borrower remembers.
This is the everyday cost of static lists in a mortgage CRM. Lists you build manually, hope are still accurate, and never update unless you remember to clean them up. The fix is a feature called Dynamic Groups, and this is the walkthrough that shows you exactly how to build the workflow your follow-up has been missing.
Why pre-approval follow-up breaks
A typical pre-approval letter is good for 90 to 120 days. After that, it expires and the borrower needs to re-verify income, employment, and credit before going under contract. If you are running a CRM with static lists, your follow-up does not know any of that.
The borrower stays in the “Pre-Approved” list for months after the letter expired. They keep getting “still looking for the right home?” emails. They get a rate alert meant for hot leads. The buying agent loops in to ask why nobody updated the file. The borrower goes to a competitor on the next loan because the experience felt sloppy.
None of this is a system failure. It is the system working exactly as designed. The lists do not know what changed.
The 120-day cliff
Most mortgage offices end their pre-approval drip campaign at the 120-day mark for one reason: that is when the typical pre-approval letter expires under TRID guidance and standard underwriting practice. The drip stops. But the borrower does not stop existing. They are still your contact, still your relationship, and still the person who is most likely to come back when they sort out their financing situation.
The mortgage offices that recover these borrowers all do the same thing: they have a separate workflow for stale pre-approvals. A separate group. A separate campaign. A separate task that lands in the loan officer’s queue the day the letter expires.
That is what Dynamic Groups make possible.
What Dynamic Groups solve
A Dynamic Group is a contact group inside BNTouch that updates itself automatically based on a trigger. The trigger can be a loan status change, a behavior signal, a time-based event, or a milestone pulled from your loan origination system through native integration. When the borrower meets the criteria, they are added. When they no longer meet it, they are removed. Campaigns connected to that group fire and stop in step with the borrower’s actual state.
You stop managing lists. The CRM does it.
For a stale pre-approval workflow, this means a single piece of automation handles all of the following without a human touching a list:
Removes the borrower from the “Pre-Approved” group on day 121
Adds the borrower to a new “Stale Pre-Approval” group at the same moment
Uses that group change as the trigger for a brand-new campaign
Drops a task into your queue with the borrower’s phone, agent name, and full file context
Sends a re-approval email to the borrower
Sends a parallel email to the buying agent so the loop is closed on both sides
The full workflow, step by step
This is the same setup BNTouch’s White Glove team configures inside customer accounts every week. You can build it manually inside the platform, or have White Glove build it for you on the managed-CRM tier. Here is how it goes:
Set the 120-day cap on your pre-approval drip. Open your pre-approved campaign. Set it to end at 120 days. The 120 number is not arbitrary, it is the lifespan of a typical pre-approval letter.
Add a “remove from group” step at day 120. Inside the campaign, add a final step that removes the borrower from the “Pre-Approved” group at the 120-day mark. The Pre-Approved drip ends, and so does their membership in that group.
Add an “add to group” step for stale pre-approvals. In the same campaign, add a parallel step that puts the borrower into a new group called Stale Pre-Approval on day 121. If the group does not exist yet, create it under Group Management first.
Set the new campaign to trigger on the group change. Build a brand-new marketing campaign for the Stale Pre-Approval audience. Under campaign rules, set the trigger to “when group Stale Pre-Approval is added.” Set the stop condition to “when group Stale Pre-Approval is removed.” Now the campaign starts the moment a borrower lands in the group and ends the moment they leave it.
Auto-task yourself with file context. Inside the new campaign, the first step is a task assigned to you. The task body uses meta tags to pull in the borrower’s phone, the buying agent name, and the loan file link, so you have everything you need to follow up the moment you open the task.
Send a re-approval email to the borrower. The next step is an automated email asking the borrower if they are still in the market and offering to re-verify. Use meta tags to personalize it with their first name and the agent they were working with.
Loop the buying agent in parallel. Add a step that emails the buying agent under the same workflow. Same trigger, different recipient. Use the loan participant role to send to the buying agent’s email and the borrower’s name in the meta tag so the agent sees the connection without typing names manually.
That is the entire workflow. Once it is built, every borrower who hits day 121 of pre-approval is automatically routed into a re-engagement system, with you, the borrower, and the buying agent all receiving the right communication at the right moment without anybody managing a list.
Two ways to run it: LOS-integrated and manual
If your loan origination system is connected to BNTouch through a native integration with Encompass, Calyx Point, BytePro, or LendingPad, the entire flow runs automatically. The LOS pushes the loan-status changes into BNTouch in real time, and the borrower moves between groups based on what is true in your origination system.
If you do not have an LOS connected yet, the same workflow runs as soon as you assign the borrower to the trigger group manually. You drop them into Pre-Approved when the letter goes out, the campaign takes over, and the rest of the system runs without your input.
Watch the full walkthrough
BNTouch’s White Glove Service Manager walks through the entire setup live, inside the actual platform, in this 10-minute webinar.
Why most mortgage CRMs cannot do this
Most CRMs in this category were originally built for general B2B sales. They have lists. They have email automation. What they do not have is a native concept of mortgage loan statuses, and they do not know what to do when a pre-approval expires because the platform has no opinion about pre-approvals.
BNTouch was built only for mortgage from day one. The Dynamic Groups feature, the loan status triggers, the buying agent loop participant, and the meta tags that pull in mortgage-specific borrower data all exist because the platform assumes you are running a mortgage business. That is the entire reason BNTouch exists, and it is what loan officers point to when they explain why they switched from a generic CRM that pretended to fit the work.
About BNTouch
BNTouch is the mortgage-specific CRM platform built for loan officers, mortgage brokers, and lending teams. Used by more than 6,500 mortgage offices since 2003. Customers using BNTouch have closed $43,774,594,875 in loans over the last two years. Native integrations with Encompass, Calyx Point, BytePro, and LendingPad. 400+ pre-built mortgage marketing campaigns. White Glove managed onboarding included on every plan.
In April 2026, BNTouch was named a SourceForge Top Performer based on user reviews from a catalog of more than 100,000 products.
Want White Glove to build this for you?
White Glove is the managed-CRM tier of BNTouch. Our team builds your Dynamic Groups, configures your campaigns, imports your contacts, and runs the platform alongside you. You focus on closing loans.
What is a Dynamic Group in BNTouch? A Dynamic Group is a contact group that updates itself automatically based on a trigger. Triggers can be loan status changes, behavior signals, time-based events, or milestones from a connected LOS. Borrowers are added when they meet the criteria and removed when they no longer do.
How is a Dynamic Group different from a static list? A static list is a snapshot. Once it is built, it does not change unless someone updates it manually. A Dynamic Group changes with the borrower’s actual state, so your follow-up always lands on the right person at the right moment.
Do I need a Loan Origination System integration to use Dynamic Groups? No. With an LOS integration like Encompass, Calyx Point, BytePro, or LendingPad, group changes happen automatically as loan statuses update. Without one, you assign the borrower to the trigger group manually and the rest of the workflow runs by itself.
Can a group change trigger a campaign in BNTouch? Yes. Group-add and group-remove events can be used as the start and stop conditions for any marketing campaign. Campaigns then fire and end based on group membership.
Can I send tasks to myself, the borrower, and the buying agent from the same workflow? Yes. The same campaign can include automated tasks to the loan officer, emails to the borrower, and parallel emails to the buying agent through the loan participant role. Meta tags pull in cell phone, agent name, and client name without manual entry.
What does White Glove do? White Glove is the managed-CRM tier of BNTouch. The team imports your contacts, builds your Dynamic Groups, configures your campaigns, and runs the platform alongside you.
BNTouch Mortgage CRM has served mortgage loan officers, brokers, and lending teams since 2003. Learn more at bntouch.com.
