Introduction:
Chat Templates are a valuable feature within Lender’s platform, designed to streamline and standardize communication with borrowers. This article will introduce Chat Templates, explain their purpose, and outline how they function within the platform.
What are Chat Templates?
Chat Templates are predefined message formats similar to email templates but specifically designed for chat communications. These templates can be sent to the borrower's Application Chat on the site when they are at a computer or as a text message to their cell phone if they are not online. Chat Templates ensure that all communications are professional, accurate, and consistent, enhancing the borrower’s experience and improving operational efficiency.
Core Features of Chat Templates:
Consistency:
Chat Templates ensure that all outgoing communications maintain a consistent tone, style, and format. This helps in projecting a professional image and ensures that all necessary information is included in every message.
Efficiency:
By using predefined templates, users can quickly generate messages without having to compose each one from scratch. This saves time and reduces the likelihood of errors.
Customization:
While Chat Templates provide a standard format, they can be customized to include specific details related to each loan or borrower. This flexibility ensures that the messages are both consistent and personalized.
Multi-Channel Delivery:
Chat Templates can be sent to the borrower’s Application Chat on the site if they are at a computer, or as a text message to their cell phone if they are not online. This ensures that the borrower receives important communications promptly, regardless of their location.
Examples of Chat Templates:
Loan Status Update:
This template can include standard content such as the current status of the loan, next steps, and contact information for any questions. It ensures that every borrower receives all necessary information in a clear and consistent format.
Document Request:
A template for requesting documents can outline the specific documents needed, the deadline for submission, and instructions on how to submit them. This helps in ensuring that all necessary information is conveyed without omissions.
Appointment Reminder:
An appointment reminder template can include details such as the date and time of the appointment, location, and any materials the borrower needs to bring. This ensures that all relevant information is communicated effectively.
Integration with Loan Actions and Automated Actions:
Chat Templates are seamlessly integrated with Loan Actions and Automated Actions within the Lender platform. This means that specific chat templates can be automatically triggered to send messages based on predefined events or conditions in the loan process. For example, when a loan status changes, the Loan Status Update template can be automatically sent to the borrower. Similarly, if additional documents are needed, the Document Request template can be triggered to send a chat message or text to the borrower outlining what is required.
Benefits of Using Chat Templates:
Time-Saving:
Predefined templates save time for users by eliminating the need to draft new messages for common communication scenarios.
Error Reduction:
Templates reduce the risk of errors and omissions, ensuring that all necessary information is included in each message.
Professionalism:
Consistent and well-designed templates help maintain a professional image in all communications, enhancing the borrower’s experience.
Multi-Channel Communication:
The ability to send messages via Application Chat or text message ensures that borrowers receive important updates promptly, improving overall communication effectiveness.
Conclusion:
Chat Templates are an essential feature within Lender’s communication toolkit. By providing predefined formats for common communication scenarios, Chat Templates enhance efficiency, ensure consistency, and maintain professionalism in all borrower interactions. This feature is crucial for optimizing communication management and improving the overall loan origination process.