BNTouch Voice is the add-on module that turns the CRM into a single communication console. With Voice activated, every cell phone field on a borrower or partner record becomes click-to-call, every record gets click-to-text from inside the platform, and the campaign step editor exposes two new automation methods (SMS and pre-recorded voice message) that drop into existing drip workflows alongside email. Aiden walks the full setup in this 14-minute deep dive, including how the same number works on the mobile app so a loan officer can text a borrower from their phone while away from the desk.
The most visible change after Voice activation is on the borrower record itself. Aiden points it out about five minutes in: “This cell phone is now clickable, so you can actually click on to there and get on a [call]” [prVh9MPF-U4 m5]. Same on the partner record. Same on the mortgage record. Anywhere a phone number lives in the CRM, click-to-call works.
Click-to-text shows up next to it. From the demo, a loan officer can compose a one-off text message from the record itself, attach a flyer or image, and fire it: “We can actually add that flyer into the text message and it’ll go right to our borrower’s phone potential borrower. So okay, it’s as simple as that” [prVh9MPF-U4 m3]. The text logs to the borrower’s tracker automatically, so a different LO on the team can see what was sent.
The mobile app picks up the same number
Voice is not desk-bound. Aiden loads the mobile app during the demo: “I also have the app loaded up here, so I’ll be able to show you guys how it looks on the app as [well]” [prVh9MPF-U4 m2]. From the mobile app, the same record-level text and click-to-call buttons work. A loan officer on a Saturday morning at a soccer game can text a borrower back from their phone without exposing their personal cell number.
The framing he uses for why this matters: “It is so huge, not even for converting more leads, but for updating current borrowers about status updates, and tons of different things that, that personal touch would be able to hit someone right on their phone right, you know, in the [moment]” [prVh9MPF-U4 m1]. Translation: Voice does both new-lead speed-to-contact and in-process file communication.
Two new campaign step methods that drop into automation
The interesting part for marketing teams is what Voice does inside the campaign step builder. With the module on, two new methods appear when you add a step.
SMS step
An SMS step looks like an email step in the editor. You enter the message text, attach an image if needed, pick the interval (immediately, day three, day seven, exact date), and the campaign sends it at the scheduled moment. From the demo: “It’s going to be set up just like sending out an automated email or adding an [email step]” [prVh9MPF-U4 m9]. The SMS also tracks on the borrower’s tracker so the rest of the team sees the touch.
Pre-recorded voice message step
The second new method is one most CRMs do not have at all. You can drop a pre-recorded voice message into a campaign, and the system places the call and plays the recording when the borrower picks up: “Be in touch voice too is add, have it send a pre-recorded message right to their phone as well. So we can hit them with, you know, they fill out a form and we can [drop a voice message]” [prVh9MPF-U4 m7]. Aiden’s example: a new lead fills out a form on your site, and within minutes they get a pre-recorded voice greeting from the loan officer who owns that pipeline.
Where recordings live and how you create them
BNTouch Voice has a dedicated recordings tab inside the Voice settings panel. Aiden points to it near the end: “We have the recordings tab, so this is, [BNTouch] we’re actually going to make all the recordings that you can then add into your campaigns, and it’s really simple to do. You’re just gonna hit a new [recording]” [prVh9MPF-U4 m13]. You record once, save with a name, and that recording becomes selectable from any campaign step that uses the pre-recorded voice method.
This matters because in production you do not want to re-record the same script every time you build a campaign. You want one master “thanks for submitting the form, we will call you back within an hour” recording that every new-lead campaign reuses.
One realistic use case: refinance opportunity blast
Aiden uses a refinance opportunity blast as his example throughout the demo. The pattern is worth copying because it sequences three Voice channels in a single campaign: text the borrower with a flyer about the new rate, follow up with a pre-recorded voice message later that day, drop a personalized email on day two if no response. From the demo: “Send out a text message blast to all of your past borrowers who would apply for this as [opportunity]” [prVh9MPF-U4 m9]. The same campaign can layer the voice message: “Then if you wanted to do a blast, let’s say to let every, where all of your past borrowers know about a refinance [hop, you could do that]” [prVh9MPF-U4 m11].
The Voice settings panel: numbers and plans
One administrative detail worth understanding before you turn this on. The Voice settings panel shows the plan you have and the number associated with it: “It’s going to show you at the top, this is going to be the plan that you have with the number associated with it” [prVh9MPF-U4 m12]. Every loan officer on the account gets their own dedicated number; texts and calls show up to the borrower from that LO’s number, not a shared shortcode. This is what keeps replies routed to the right person on the team.
Honest limits
What Voice does not do, based on what the demo shows and does not show:
No AI voice answering. Voice provides click-to-call from the CRM, pre-recorded message playback, and SMS sending. It does not include an AI agent that answers inbound calls or holds a live conversation with a borrower. The MAIA AI assistant is separate, and the team has stated explicitly elsewhere that there is no AI voice agent today.
SMS character pricing applies. SMS messages over 155 characters charge as two segments. If you are running a 200-character text blast at scale, plan for the second-segment cost.
Recordings are uploaded or recorded inside the platform. You do not stream live audio; you create a recording, save it, and the campaign plays it back. For a live conversation you place the click-to-call.
Try BNTouch Voice on a live account
If you want to see Voice running against a sandbox of your own pipeline, the best path is to request a demo and ask the team to walk through the campaign step builder with Voice enabled. The integrations page covers the rest of the BNTouch stack.
