When a new record is added to the system, it typically adds to the “Leads” record type in the “New” status, unless special parameters are set up in the system. Find the leads section in the gradient navigation bar.
To manually add a record, press the “+” icon in the gradient navigation bar. To adjust the available sources in your system (Campaign Name is what appears in the “Source” options) and/or automatically route leads into your system from a lead provider, follow this guide: https://setshape.com/support-guides/marketing-sources and see posting instructions below that you can send to your lead provider in the notes.
Please note that there are few triggers set up in the system to force a record statused in these options back to “Lead” so it is important to train users and understand that these statuses should be in “Leads.”
When you change the status to one of the following, the record will automatically convert to “Prospects” immediately. This is set up through the default triggers in the system located here: https://secure.setshape.com/manage-triggers/31/edit
When you change the status to one of the following, the record will automatically convert to “Borrowers” immediately. This is set up through the default triggers in the system located here: https://secure.setshape.com/manage-triggers/31/edit
Note: If you have a LOS integration, there are also triggers that will automatically update the Shape status based on the LOS status. View that automation logic set up in Settings > Manage Triggers. Please note that not all LOS systems have an exact match or the same amount of statuses to the Shape statuses (example: Appraisal Ordered is a critical date in LendingPad but not a loan status and will need to be manually updated in Shape).
It is recommended to turn on your “New, Attempting Contact” drip campaign to automate email and text follow up for speed to contact. Review and enable this drip campaign here: https://secure.setshape.com/manage-drip-campaigns/34/edit
Usually, the next step is to call a new lead if you’re using our integrated calling and texting features. Click on the green phone icon in the list view next to the lead’s phone number. The larger green circle phone icon in the lower left hand corner does not initiate a call, it just shows and hides the dialer slide out. If you are clicking on the green phone icon next to the lead’s number in the list and aren’t able to initiate the call, click on the phone icon in the gradient navigation bar and see if “Launch Webphone Popup” is an option, it’s important to not close this popup if using the webphone preference in Shape as it will lead to phone issues.
If you are taking advantage of our integrated Point of Sale system, you can send the application to the borrower from the “Portal” tab within the record. Open a record by clicking on the contact name in the list or press the arrow icon on the list to open the record in a new tab. Navigate to the “Portal” tab next to lead details. Press the “Send Portal Invite” button and send via email or SMS. You can also choose a document set by using the dropdown. Adjust the documents sets here: By sending this out, the system will automatically change the status to “Application Sent” and will convert the record to a “Prospect.”
After receiving the application, the system will automatically remind borrowers to upload documents. (Change status to Borrower Docs Requested). As borrowers upload documents, you wil be notified via the “Portal: User Notifications” that are set up via Settings > Manage Triggers. Review and approve documents in the “Portal” tab. If you are taking advantage of our point of sale system, otherwise, upload the approved documents into the “Uploads” tab. Upon approval, documents will automatically transfer to the linked loan file in your LOS, if your system is integrated. (Change Status to Borrower Docs Received)
If you are not using a LOS integration, click on the “LOS” button in the top right of the record inside of a record where you can download the Fannie Mae 3.2 or MISMO 3.4 loan file. Then, upload this file into your LOS system and manually update statuses as the loan file progresses through processing and underwriting. (Change Status to Registered, or Processing)
Upon reaching the Registered or Processing status the record will move into the Borrowers record type. As you work the loan in your integrated LOS system, the API will automatically update the status within Shape. If you do not have an LOS integration, be sure to manually update Shape. If you have loan update drip campaigns turned on, the borrower, referral partner, buying agent, selling agent, and transaction coordinators will get loan updates throughout the process. Enable these via Settings > Drip Campaigns.
Keywords: mortgage crm, los integration, lendingpad, mortgage point of sale, video tutorial, best practices, how to use shape, mortgage guide
