Choose the current processing step for this file. Earlier steps show complete, this step shows in progress, and later steps show pending in borrower-friendly language.

Separate from Live borrower requests above — these are questions the borrower typed in through "Ask a question" in their portal, not answers to a specific document/condition. Reply here and they'll get a text and email letting them know to check their portal for your answer. Already answered but need to push the notification again (or through just one channel)? Use the "Push text / Push email / Push both" buttons on that card.

Catching up on several at once? Check the ones below you want to include (everything not yet notified is checked by default) — the buttons send ONE combined text and/or email covering however many you pick, never one per question.

Custom note

Add a borrower-specific note

This is borrower-facing. If you save text here, the borrower can see it on their status page.

Global borrower-facing status copy. Internal IDs stay locked so automations do not break.

Global borrower-facing question copy. Reordering keeps the field IDs the same, so later mapping stays clean.

This is the help text a borrower sees when a document request doesn't have its own custom wording set in the Suite. Editing these changes the fallback for every borrower, everywhere.

This is the email a borrower gets when someone sends them a portal invite — from this page, the client file toolbar, or the processor checklist. The greeting and the "Open My Portal" button always stay the same — this only changes the subject line and the paragraph in between.

The very first time a borrower opens their portal link — on their phone or a computer, whichever they use first — they see this as a one-time welcome screen before anything else. It explains what the portal is and what to do. It never shows again after that on the same device.

When someone sends a portal invite by text (or text + email), this is what goes out. Keep it short — it's a text message, not an email.

Added 2026-07-06 — the moment Terrence submits a phone application (Jotform → Zapier → the Suite), these items are automatically added to that borrower's Conditions board, assigned to the Borrower. Add or remove items here; it takes effect on the next submission, no code changes needed.

Insurance

Insurance handling

Borrower reminders

🔔 Automated nudges for this file

If the borrower has outstanding items and hasn't touched their portal in the last 24 hours, an automated email and/or text goes out once the item has sat this many days. It never fires while they're actively working in the portal, and it never repeats until the window below has passed again.

Set an exact next-send date, swap in different wording, or pick a different channel just for this borrower — nobody else's schedule changes. Leave a field blank to keep using the default above it.

All times are YOUR local time (Pacific) — no time-zone math needed. Emails go out at the send time. Texts only ever send inside the quiet-hours window — if a run lands outside it, the text is held (the email still goes) so nobody's phone buzzes at night.

📬 Every reminder that goes out is logged two places automatically: the client's Activity feed ("🔔 Automated reminder sent…") and the Email Sends log — the same open-tracking system your Title emails use, so you'll see "👁 opened" pop up on the client's file when the borrower opens it.

This only applies to a client whose own Status/Frequency (above) were never set. The moment you set either one on a specific file, that file follows its own setting instead — this default no longer affects them.

This is word-for-word what goes out. Shorthand fills in automatically: {first} = their first name · {count} = how many items · {items} = the bulleted item list · {link} = their secure portal link. The live preview below shows it filled in for the client picked above.