Mortgage broking · Worked example

Application checklist chat for a mortgage broker

Answers "what do I need for my application?" on the website and by email, and tracks which documents each client still owes.

Web chatEmail Your knowledgeLead captureAnswers from your data

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The problem

Clients ask the same questions about payslips, bank statements and ID, then send half the list. Applications sit waiting while the broker chases the rest.

How it works

Answers document questions from the broker's own checklist, by applicant type
Shows each client which items are still outstanding on their file
Explains in plain words why a lender needs each item
Emails a reminder when a file has been waiting too long
Flags complicated situations, like self-employed income, for the broker

What it connects to

CRM
Client document portal
Email
Website

Sample email thread

ClientI'm self-employed. What do I need instead of payslips?
AgentUsually your last two years of financial statements and your tax returns. I've added those to your checklist.
ClientMy accountant hasn't finished this year's accounts yet.
AgentThat's common. I've flagged it for your broker, who can talk through what some lenders accept in the meantime.
ClientThanks. What else is outstanding?
AgentJust your photo ID and three months of statements for your everyday account.

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

Your knowledge. Answers from your documents, website and videos, and stays current when they change.
Lead capture. Asks your qualifying questions and writes a clean record into your CRM.
Answers from your data. Looks up live records in your own database and systems, not just documents.