The borrower event tracker is the activity log that runs alongside every mortgage record in BNTouch. It sits as a column on the right side of any sub-tab on a borrower’s record and surfaces every event tied to that borrower: outbound emails, SMS messages, calls, status changes, document uploads, teammate notes, marketing campaign step sends, automated triggers. Events are split into automatically logged events (everything the platform records on its own) and manually added events (where an LO logs a phone call or in-person meeting that happened outside the CRM). The reports tab exposes account-wide tracker analytics for branch-manager-level visibility.
Why the tracker is the most important screen in the CRM
The walkthrough framing: “Each mortgage record in your crm stores relevant data for that borrower, allowing you to communicate [with them across many channels]” [BXarTrFQFlQ m0]. The tracker is what turns those communications into an auditable history. Without the tracker, a CRM is a contact list. With it, it is a relationship system of record.
Two things the tracker enables that are hard to replicate otherwise: cross-team continuity (any LO, processor, or assistant opening a borrower record sees what happened on the file in the last 30 days), and compliance audit trail (FCRA, TCPA, and CAN-SPAM all benefit from a clean per-record activity log).
Where the tracker lives on the record
“A tracker column will appear to the right. This column will display while you’re reviewing any sub-tab of that client’s record, and the events listed on it are specific to that borrower” [BXarTrFQFlQ m1]. So the tracker is a sticky column. It follows you across sub-tabs on a borrower’s record. Click documents, the tracker is there. Click pre-approval, the tracker is there. Anywhere you go on the record, the recent activity log is visible.
The events menu (browse all tracked event types)
“The events menu above the tracker contains all of the various events that are logged by the tracker. When you open the menu you can see the event types, the number of events of each type that [have been logged for this record]” [BXarTrFQFlQ m3]. So the events menu gives you a directory of every event type tracked for the current record, with counts. Useful for finding a specific type of event without scrolling the full timeline (e.g., “show me all SMS messages sent to this borrower”).
Automatically logged events
The default behavior: most platform activity logs to the tracker automatically. Every email sent through BNTouch, every SMS sent through BNTouch Voice, every status change, every campaign step that fires, every document uploaded, every credit pull request. None of these require an LO to manually log; they happen because they happened inside the platform.
Manually added events
For activities that happen outside the platform, you log them manually. “In addition to automatically logged events, new tracker events can be added directly to the borrower record using the add event button. The type of event can be chosen from the drop-down menu, and a description can be entered” [BXarTrFQFlQ m4].
Common manual events: a phone call the LO took on their personal cell while away from the desk, an in-person meeting at the closing table, a brief conversation at a real estate event. The discipline matters: anything that happened that you would otherwise have to remember in 30 days, log it on the tracker.
“You can also upload a file from your computer to the [tracker entry]” [BXarTrFQFlQ m4]. So a manual event can include an attached file (e.g., a meeting agenda PDF or a phone call recording).
The default settings pattern
“Using the save as default settings button, [the chosen event type configuration can be saved as a default]. And this default can be removed using the reset button” [BXarTrFQFlQ m5]. So if you frequently log “phone call to borrower” events, you can save that as a default; the next time you click add event, the type is pre-selected and you just enter the description.
Module-gated event types
Some event types require additional modules. “Some of these options are only available if the corresponding modules are enabled for your account. If you do not have access to these options, please contact your administrator” [BXarTrFQFlQ m6]. So SMS event types require BNTouch Voice. Postcard send events require the postcard module. Video message events require the video module. If you do not see an expected event type in the dropdown, the module is not active on your account.
Quick add menu for single-click event logging
“The quick add menu can be used to manage and create brief tracker events that can be added to records with a single click” [BXarTrFQFlQ m6]. So beyond the full add-event dialog, there is a quick-add path for events you log frequently. Click once, log a “left voicemail” event. Click once, log a “received call from borrower.” This is faster than the full dialog for high-frequency events.
Customizing the tracker display
Two display controls worth knowing about:
Event type visibility: “[Events] will not be visible on the tracker unless the event type is later checked” [BXarTrFQFlQ m7]. So you can configure which event types show up in the displayed tracker column. Useful for cleaning up the visual log when an LO is overwhelmed by every system-generated event.
Number of recent events shown: “You can also change the number of recent events that appear on the tracker by clicking the i button to the right” [BXarTrFQFlQ m7]. Default is some reasonable number; adjust higher for borrowers with long activity history, lower for cleaner visual.
Account-wide tracker reports
The reports layer above the per-record tracker. “Open the reports tab and click the extended tracker report link. This report will show all tracker events that [have been logged across the account in a chosen time period]” [BXarTrFQFlQ m9]. So the extended tracker report is the cross-record view: every event in your account, filterable by date range, event type, and other parameters.
For admin users: “Administrative users can also view a per-user tracker event report in the reports tab by clicking the tracker summary report. This report lets you select the time period, relevant event types, and particular users” [BXarTrFQFlQ m9]. So a branch manager can audit activity by team member: how many calls did each LO log this month, how many emails went out per team member, how many manual events vs. automatic events.
The dashboard quick-view sub-tab
One additional surface for tracker data. “From the dashboard tab of your crm, in the quick view sub-tab of the dashboard, you can see a brief summary of recent tracker activity for your [borrower records]” [BXarTrFQFlQ m10]. So the dashboard exposes a tracker activity summary across all your borrowers. Useful for a morning glance at what is happening on the pipeline.
A specific scenario: handing off a file mid-week
An LO has a borrower in process and goes on a planned vacation Wednesday morning. The covering LO opens the borrower’s record Wednesday afternoon. Without the tracker, the covering LO has to ask the original LO “what is the status of this file?” Then call the borrower to figure out the rest. Time wasted: 30 minutes.
With the tracker, the covering LO scans the tracker column on the right side of the record. They see: Monday morning, borrower called asking about rate lock; Monday afternoon, LO sent a follow-up email with current rate options; Tuesday morning, borrower replied confirming intent to lock; Tuesday afternoon, LO requested updated bank statements through the document request workflow. The covering LO calls the borrower and says “I have your file, the rate is still available, let’s finalize the lock this afternoon.” Time wasted: zero. Borrower experience: continuous.
Honest limits
Tracker accuracy depends on team discipline. Off-platform activity must be logged manually. If LOs are not logging external calls, the tracker is incomplete.
Events are not editable after creation. An event logged in error can be deleted (compliance permitting) but not edited. Type carefully.
The tracker column shows recent events only. For full history beyond the visible window, click into the events menu or use the extended tracker report.
Some event types require modules. If an event type is missing from the dropdown, your account does not have the corresponding module enabled.
Open the tracker on a live borrower record
To walk through the borrower event tracker with real activity history, the quick-add menu, and the extended tracker report on a sandbox account, request a demo. The mortgage CRM page covers the underlying engine.
