November 12, 2025

Last week at our annual user conference, Accelerate, our teams and clients experienced a powerful sense of alignment and momentum. If you were there, thank you for attending! If you missed it, please stay tuned to our communications for a recap of the news and views we shared.  

Our product keynote took attendees on a journey, including seven live demonstrations along the way. Starting with a look back at improvements and enhancements to our products, and then diving into announcements and details for:

• Customer IQ: We shared our vision for expanding the context that powers personalized and dynamic Human + Agentic AI engagement. This includes new capabilities (available in December!) to aggregate consent information, helping teams engage compliantly and more efficiently.
• Lead management: We previewed capabilities planned for our first release in February 2026, and outlined future enhancements and expansion that will follow.
• AI: We highlighted the value already being realized through the AI Sales Assistant–across retail and call center use cases–and discussed our ongoing work to infuse AI across Total  Expert to drive greater intelligence, automation, and experience.

Speaking of executing. You shared clear feedback: while the “what” and “why” in our release notes are helpful, you want deeper insights into how to use new features and more supporting materials to guide rollout to your users. We hear you.

We’re already exploring several improvements—some quick wins, others that will take more time. You’ll start to see a few of these changes tested in the coming weeks as we evolve our current release notes and consider a more detailed format tailored for Administrators and Power Users.

Thank you for your feedback and for helping us continue to raise the bar.

A Quick "Fall" Back – Recent Highlights ICYMI

Over the past few months, we’ve delivered meaningful innovations across the platform, helping our customers win more business, streamline operations, and engage more effectively.  

• The launch of our AI Sales Assistant for Retail marked a transformative step in enabling outreach at scale while empowering originators.  
• We’ve made enhancements to Engage SMS, including real-time email notifications to ensure visibility for originators of new incoming messages. 
• In Campaign Builder, the addition of Scheduled Audience Creation has unlocked improved segmentation for email campaigns.
• Enhancements to our Outbound Data Connector have made it easier than ever to trigger journeys based on loan data and Customer Intelligence enrichment data.
• Addressed performance and user issues with the Mobile App.
• New Expert Partner Network integrations, including Box & Bestow and Tiff’s Treats – with several more ready to be announced in the coming weeks!

November Releases

Keep Conversations Moving Forward

Engage SMS: Call Forwarding

Generally Available with Engage SMS

With Engage SMS Call Forwarding, inbound calls to a loan officer’s Engage SMS number automatically redirect to their mobile phone, ensuring borrowers reach a real person, not a roadblock.

• Enhances borrower experience by bridging the gap between SMS and voice communication
• Calls are automatically forwarded to the loan officer’s mobile phone on file when a customer dials a loan officer’s Engage SMS number
• Ensures every call attempt is answered by a human, not blocked by an automated message
• Admins control this feature at the organizational level
• Loan officers can opt in or out based on their preferences

Learn more about Engage SMS 

📌 Contact your CSM to activate this feature.

Maximize Retention with Broader Credit Visibility

Multi-Bureau Credit Monitoring

Now Available as an add-on to Customer Intelligence

Multi-Bureau Credit Monitoring helps lenders stay competitive, expanding monitoring into additional credit bureaus for mortgage credit inquiries, ensuring originators don’t miss out on any opportunities.

• Include multiple credit bureaus (Equifax, Experian, and TransUnion) when monitoring for credit inquiries
• Increase the volume of actionable mortgage credit inquiry alerts
• Enables lenders to capture more high-intent borrowers and improve customer retention

Multi-Bureau Credit Monitoring, combined with adding Credit Improvement Alerts to your Customer Intelligence monitoring, can significantly increase opportunities provided to originators.

📌 Reach out to your CSM for details on how to secure your place in line for implementation of Multi-Bureau Credit Monitoring. Plus, receive special pricing if you sign up before March 2026.

Proactive Touchpoints that Drive Lifetime Value

AI Sales Assistant: Periodic Mortgage Review

Generally Available for AI Sales Assistant Retail Clients

Proactively nurture past customers and stay ahead of life changes that signal new lending opportunities, without adding to your team’s workload.

• Calls existing customers based on loan anniversary or other time-based events
• Helps identify any recent life, financial, or home changes that may impact their mortgage needs
• Uncover refinance opportunities, home equity use cases, or new purchase intent
• Strengthen loan officers’ relationships with customers and open doors to meaningful re-engagement
• Maintain a high-touch experience at scale

Click here for the Expert Content Strategy Guide

📌 Current AI Sales Assistant clients should reach out to their primary contact to implement this new use case.

AI Sales Assistant: Standard Reporting

Generally Available for AI Sales Assistant Retail Clients

AI Sales Assistant has been proving success since its release. Now, standard reporting will make it easier for organizations to capture and analyze the data they need to demonstrate the performance of their AI Sales Assistant.

📌 AI Sales Assistant clients should ask their CSM about this new report option.

From Insight to Impact, Fuel Sales Success at Every Level

Sales Manager Dashboard 

Generally Available

Empower sales leaders with actionable insights that turn data into productivity, boosting lead-to-loan efficiency, team accountability, and pipeline performance across the board.

• Delivers real-time visibility into platform usage, sales activity, and conversion metrics, so managers can coach smarter and execute faster
• Drillable views across lead alerts, loan stages, referral partners, and platform adoption
• Instantly identify top performers, uncover gaps, and drive meaningful conversations that accelerate results
• Connects activity to outcomes, ensuring every lead, task, and opportunity is optimized for impact

📌 Learn how to get started with Sales Manager Dashboard.

Sweeten Customer Relationships

Expert Partner Network: Tiff’s Treats

The integration with Tiff's Treats enables you to automate the delivery of freshly baked cookies to consumers. 

• Once a consumer's loan closes, a journey will trigger sending the consumer's details to Tiff's Treats to initiate the delivery of the cookies. 
• The cookies chosen will be determined by the agreement between Tiff's Treats and your organization.
• Consumers located within certain zip codes will receive warm delivery from nearby stores, while those outside these zones will receive fresh cookies shipped to their door. 

📌 Ask your CSM about this new integration.

Fresh Content to Deepen Relationships and Drive Action

Expert Content

• Refreshed Banking Journeys
  • Cross-Sell: Deposit to Mortgage- promotes the benefits of using one institution for home financing.
    • Strategy Guides - Banking/Credit Union: Cross-Sell: Deposit to Mortgage (new)
  • Cross-Sell: Deposit to HELOC- educates deposit customers on HELOC use cases.
    • Strategy Guides - Banking/Credit Union: Cross Sell: Deposit to HELOC (new)
  • HELOC Onboarding- guides new HELOC customers through setup and account education.
    • Strategy Guides - Banking/Credit Union: HELOC Onboarding (new)
  • HELOC Re-Engagement- re-engages account holders every 6 months to encourage fund utilization.
    • Strategy Guides - Banking/Credit Union: HELOC Re-Engagement (new)
• AI Sales Assistant Journeys
  • Credit Inquiry, Rate Alert, and Periodic Mortgage Review: Three journeys supporting the mortgage retention use-cases for AI Sales Assistant. Each journey includes a warm introduction email and SMS to help ease the contact into the call cadence. 
    • Strategy Guides - AI Sales Assistant: AI Sales Assistant - Retention (Mortgage) (new)
• Additional email header variations
  • Expert Content is pleased to offer a set of new user-specific email headers. These headers are designed with loan officers in mind and can be applied by marketing admins to existing or new emails. Find the new headers in the content block gallery of Email Builder under Expert Content. 
    • Strategy Guides - General Content: Email Headers (new)
• Long-form social media posts
  • Ten new social media graphics, including suggested post copy, have been curated from prior newsletter articles. Intended for posting on Facebook, LinkedIn, or Instagram due to their longer character counts, but can be shortened to accommodate X (Twitter).
    • Strategy Guides - Social Media Library (updated)

Small Wins, Big Impact

• Sales Manager Dashboard
  • More Accurate Labeling for Customer Intelligence Metrics
    Updated the dashboard label from “Contacts with Alerts” to “Monitored Contacts” to better reflect the intent and scope of this metric, making it easier to interpret engagement data.
• Contacts
  • Clearer Notifications for Shared Contacts
    Updated the contact share email to be more intuitive and informative, ensuring every recipient understands why they received it and what to do next, whether they’re an internal user or a co-marketing partner.
• Marketing
  • Simpler Workflow, Fewer Clicks
    Renamed “Test Dynamic Content” to “Preview as User” and moved into the toolbar along with “Generate PDF,” making it faster and easier to access without using dropdown menus.

Wrap Up

These updates reflect more than just product progress; they represent our commitment to building the intelligent, connected infrastructure lenders need to thrive. From powerful automation to intuitive design, every enhancement is crafted to remove friction, elevate engagement, and help you deliver the perfect customer journey. As we close out the year, we remain focused on helping you turn every interaction into customers for life.