Prospects

Use the Prospects tab to view incomplete applications from Encompass Consumer Connect.

Viewing Incomplete Applications

Users can manage any incomplete Encompass Consumer Connect loan applications from the Prospects tab. When there are incomplete applications from Encompass Consumer Connect, the Prospects tab will display these incomplete applications. Users can convert these applications to loans by selecting Convert to Loan. When a loan is converted, it is removed from the Prospects tab and moved to the folder designated by the Encompass Consumer Connect administrator.

To View the Incomplete Applications

  1. Log into the web version of Encompass, and select the Prospects tab.

    • On a mobile phone, tap Prospects on the top navigation bar.
  2. Select an incomplete application.
  3. The loan details display. Use the links in the left navigation menu to view the loan application information.
    • On a mobile phone, tap Loan Detail to view the details of the incomplete application.
  4. To move the loan into your Pipeline, select Convert to Loan. The incomplete application is converted to a loan in the folder defined in the Encompass Consumer Connect settings.

Communications Panel

The communications panel provides a central location for communications between a Loan Officer and a potential borrower. With this feature, loan officers can quickly and easily communicate with their borrowers through live chat. The Live Chat feature is available when this feature is enabled in Encompass Consumer Connect (ECC), and when a Loan Officer has received their first chat message from an ECC user. Loan officers can quickly see any pending messages they have from borrowers, and they can respond and chat with borrowers in real time. In addition, the chat messages move from one loan officer to another if the loan officer on file changes. Loan officers are also able to chat with multiple borrowers and can switch between conversations quickly.

For information on how this feature is enabled and used in ECC, see the Encompass Consumer Connect 22.1 release notes.

To Access And Use The Communications Panel:

The Chats view for the communications panel displays a list the most recent 30 conversations with borrowers. Users have the ability to scroll to the bottom to load the next 30 conversations by selecting the Load More button. Each conversation on the list displays the borrower's name, a preview of the most recent message, and a timestamp of when the message was received.

  1. From the Pipeline, select the Communications icon.

  2. To view a chat, select it from the menu.

  3. To send a message, enter in your message at the bottom and then select Send .

    Note: Each sent message had a limit of 250 characters.

  4. To switch between Chats and Calls, Select the drop down menu next to Chats, and then select the option you want to view.

Chat Message Details

The chat bubbles display the date and time that messages were sent, as well as the entire chat history between the borrower and loan officer. Borrower messages are displayed in white, and loan officer messages are in blue. Messages are grouped by date, and display from the oldest messages on top to the newest messages display at the bottom. Users can scroll up to the top of the message panel and select the Load More button to retrieve the next set of messages from the message history.

Loan Officers can access loan information, view notifications, and close chats from the Communication Panel.

  • To access related links, such as the incomplete application or lead associated with the loan, select the Menu located in the top right corner of the chat window.

  • To close the chat, select the X in the top right corner of the chat window.

  • When a conversation contains an unread message from the borrower, a blue circle displays next to the chat indicator and next to the chat in the communications panel.