Follow

LoanEngage 18.2 Release Notes

 

New and Updated Email Templates & Content

 

LoanEngage 18.2 includes new email template styles, improved email content and customization. Features include:

  • Enhanced look and feel: You now have access to over 50 new emails that map to your existing campaign types. The new templates also include icons from select social sites to help expand your social selling.
  • Customizable content: With the new LoanEngage HTML editor, you’re in control of your content. System admins can now edit emails – change copy, update branding, etc. – right from the editor.

 

 

 

The new templates will replace all current versions on May 30, 2018.

 

You can continue using any custom templates in the system, and you will still be able to review all emails that you sent using the previous templates.

 

For more information, see the New Email Content and Automated Campaigns Guide.

 

Advanced SMS Text Messaging Feature

As SMS (Short Message Service) messaging is becoming a more dominant selling medium, LoanEngage now features an enhanced SMS messaging platform that enables users to send text messages to their leads and get notified when their administrator sends automated text messages to them as well.

 

Administrators now have the power to create and control their SMS messaging strategy and give their users the confidence and visibility to use it.

 

Previously in LoanEngage, the SMS texting feature provided the following functionality:

  • Admin only SMS texting with non-intuitive user experience:
    • SMS triggered by an action or status sent to a lead. If the lead replied, that reply came in as an email to the LoanEngage user.
    • User experience not optimal for admins to use and trigger texts, and also required nested XML schema
    • Only a select number of clients could send texts in bulk (utilizing long code)
    • Mobile number validation not included

 

 

Now in 18.2 LoanEngage, the SMS texting feature provides:

  • Automated SMS:
    • Bulk texting (new: short code/opt-in)
    • Individual texting (long code/triggered texts)
  • New: SMS Messenger Window
    • Delivers direct loan officer to prospect text messaging and more instant access for prospect to communicate with rep, by keeping the workflow within their main screen
    • Seamlessly integrated click-to-text window pops up within LoanEngage Dashboard. Personalized by sales rep, not spam texting.
    • SMS Activity Logging/Reporting
    • Automated Mobile Number Validation

New Manage SMS Templates Page

A new menu option has been added: Menu> Administration> Manage SMS. This page lists the SMS templates.  Its look and feel is similar to the Manage Posts page and it features an [Add New Message] at the top left of the page.

Add/Edit SMS Template Page

This page has a similar look and feel as the Add/Edit Post page, with some minor modifications.

 

 

Clients can select who to send the SMS template to using the drop-down menu. The Primary Contact phone numbers are the default selection and can be configured on the SMS Settings page under Client Settings.

 

If you want to send the template to someone other than the lead, open the “To” drop-down menu and select the phone to send it to. 

 

If you select a number other than the Primary Contact phone numbers, Velocify will not conduct a lookup process for that phone number and conversations with that number will not be included in the Text Message window.

 

The Delivery/Drip Settings page has a new option: Status Trigger.  With this setting, clients can select either an action or status trigger for that particular template.

 

 

This new setting is also available on the Manage Posts and Manage Emails page.

 

NOTE: Velocify will migrate your current SMS templates to the new SMS template version, including automatically assigning the recipient phone numbers to the template.

 

Be sure to check the Primary Contact Phone Numbers setting in the Client Settings> SMS Settings section to confirm that the lead phone numbers selected are correct.

  • If in your current template you’re sending to one of those phone numbers, Velocify will automatically select Primary Contact Phone Numbers in the template during the upgrade.
  • If a current SMS template uses a phone number that is not one of the Primary Contact Phone Numbers, Velocify will respect the first number field provided in your current template and send to that number only.
  • If a current SMS template uses a phone number that is not a field in Form Builder, that number will be saved on the backend, but will show Primary Contact Phone Numbers as the number selected on the front end.

 

New Roles and Permission: Manage SMS Template

On the Manage Roles & Permissions page in each column (Read, Add, Edit, Delete), the drop-down menus only have the Enabled/Disabled options.

 

When enabled, the permissions work as follows:

  • Read: User can access the new Manage SMS Messages page and can view each of the children pages, but cannot edit.
  • Add: User can access the new Manage SMS Messages page, can view each of the children pages, and can add a new template.
  • Edit: User can access the new Manage SMS Messages page, can view of each of the children pages, can edit an existing template, but cannot add a new template
  • Delete: Can access the new Manage SMS Messages page, can't access the children pages, can't add new templates, can delete existing templates.

 

 The default setting for these by role are:

  • Administrator: Enabled (all)
  • Power User: Disabled (all)
  • User: Disabled (all)

This page is accessible from the Menu> Administration> Manage SMS menu. If a role does not have Read permission, this menu item will be hidden.

New Roles and Permission: SMS Messenger

On the Manage Roles & Permissions page in each column (Read, Add, Edit, Delete), the drop-down menus only have the Enabled/Disabled options.

 

When enabled, the user can access the SMS messenger window and can compose a new message to or respond to a message from a lead.

 

The default setting for these by role are:

  • Administrator: Enabled (all)
  • Power User: Enabled (all)
  • User: Enabled (all)

SMS Icon Option on Lead Views

A Text Messages button has been added to the following lead view pages:

  • Normal View
  • Priority View
  • Prospect View
  • “Manage Leads” from report results

 

 

 

Clicking this button opens a new SMS conversation with a lead in the messenger window.

 

 

Send Text Message Option on Lead Add/Edit

The option [Send SMS Message] has been added to the Options drop-down menu on the Lead Add/Edit page.  Clicking this button opens a new SMS conversation with a lead in the messenger window.

SMS Option Added to Manage Status

Because Velocify is separating SMS from Posts, a new trigger option has been added to the Manage Status page for SMS templates.  This option appears between [Emails] and [Posts].  When clicked, the user is routed to a page with the same look and feel as if the user clicked [Posts].

SMS Option Added to Manage Actions

Velocify is separating SMS from Posts. To support this, a new trigger option has been added to the Manage Actions page for SMS templates.  This option appears between [Emails] and [Posts]. When clicked, the user is routed to a page with the same look and feel as if the user clicked [Posts].

Calendar Event SMS Reminder to Lead

A new option has been added to the Add/Edit Calendar Event page in the reminder section so that the user can send an SMS reminder to the lead. The user is able to select how far in advance (relative to event start time) they want an SMS to send.

 

The user is not be able to select a time that does not meet the allowed time range in SMS timezone protect.  The content of the event is defined by the administrator on the SMS settings page here: Menu> Preferences> Client Settings> SMS Settings.

 

Field tag replacement is supported.

SMS Phone Number Lookup

Velocify will conduct a lookup process on all leads that have SMS messages triggered on them, either an SMS template or a manual send by a user.  Lookup will not occur on lead creation.

 

Clients can select up to three SMS phone fields to look up on the SMS Settings page. When Twilio selects which phone entry is the SMS number, Velocify will update the “SMS Phone” field with the valid number. Velocify will send future SMS messages to that number.

 

The lead phone fields are specified by the administrator on the SMS Settings page. This specifies the primary persona on the lead. Only the primary persona will be able to access mobile number lookup.

 

NOTE: If you send an SMS template to a phone number other than the Primary Contact phone number, Velocify will not conduct the lookup.

SMS Messages no Longer Logged as Actions

SMS activity will no longer be logged as actions. All SMS activity is now logged on the Lead Add/Edit page in the History section under the SMS radio button.

SMS Settings Center

A new tab has been added to the Client Settings page to house the new SMS settings.

 

The following settings are listed on this page:

  • Company SMS Numbers: This shows the provisioned long code number(s) you have stored on your database. This field is read-only and for reference only.
  • User Messaging Options: This section provides different messaging options to help prevent users from being able to send SMS messages to leads through the messenger window until a certain milestone is met. This includes contextual help. The messaging options are:
    • Always allow
    • Don’t allow until 1st template sends
    • Don’t allow until contacted milestone
  • Primary Contact Phone Numbers - This setting features three drop-down fields populated by the fields that are type: Phone on Form Builder. They will be marked as 1, 2, 3. The default selections are the same fields that client is using in their SMS templates. Clients who do not yet have SMS configured will have no default selected. The drop-down menu with a blank entry displays “—Select Phone--.”
  • SMS Lead Identifier: This shows the field Velocify will display as additional lead context in the messenger window. The drop-down menu includes all lead fields that are Phone, Text, Number, Money, Drop-down, and Email type.  It will also include Campaign, Lead Type, Status, and ID.  ID is the default. This includes contextual help.
  • SMS Timezone Protect: Velocify now provides timezone protect for SMS. Administrators can set their “allowed” times when users can text leads and when template SMS messages can send. If a template SMS triggers outside of that time, it will queue and send only when it comes within that range again.  If a user tries to send an SMS during that time, they will be either warned or prevented (based on the next setting).  This will apply first to the lead timezone and second to the user timezone if the lead does not have a timezone selected.  Default time range is 8a - 8p and the check box is not selected. If the check box is selected, all user-triggered SMS message options in the window will be disabled until the lead's timezone is within the defined range.
  • Allow users to override SMS Timezone Protect: This is a check box that, when selected, will warn the user if they try to text a lead outside timezone protect hours through the messenger window. When not selected, the user will not be able to send SMS messages in the messenger window.
  • Calendar Event SMS Reminder to Lead: The text of the calendar event reminder to leads will be defined in this setting.

New SMS Fields

New fields for SMS have been added.  These are system fields and are available for filtering and reporting columns.

 

Field details such as field names and descriptions are included in the table below:

Title

Description

SMS Date Last Interacted

Date and time of last SMS message on this lead--either delivered or received.

SMS Date Last Delivered

Date and time of last SMS message delivered to the lead.

SMS Date Last Received

Date and time of last SMS message received from the lead. Includes opt-out stop messages.

SMS Received Count

Number of messages received from lead. Includes opt-out stop messages.

SMS Delivered Count

Number of messages delivered to lead.

SMS Last Delivery Failed

Did the last delivery attempt fail? True or false.

SMS Last Delivered

Body of the message last delivered to the lead. Includes both templates and manual sends.

SMS Last Received

Body of the message last received from the lead. Includes opt-out stop messages.

SMS Last Phone Delivered To

Targeted phone number of the last message.

SMS Time Between Last Received and Sent

Time in seconds from the last SMS received by lead to follow up message sent by user. Recalculated on every SMS send.

SMS Time Between Last Received and Action Taken

Time between the last SMS received lead and the subsequent action taken on that lead. Checked on every action taken; recalculated only if it is the first action taken subsequent to a received message.

SMS Last Delivered By User

User who delivered the last SMS to the lead.

SMS Last Received By User

User who received last SMS from that lead.

 

SMS Reply Notification

If a lead sends an SMS reply to their assigned user when the user is not logged into Velocify, then the following email notification will be sent to the user:

--

Email From: p{leadphone}@txt.securesend.org

Email To: {User.Email}

Email Subject: Velocify SMS Reply Received

Email Body:

{User.Name.Full},

Unread message in Velocify:

{SMS Last Received}

From:

{Lead Full Name}

{Lead email address}

Click here to log into Velocify or reply to this email to respond. If you are no longer the assigned user, your reply will not send.

--

A "Click here" link is also provided in the email, which takes the user to that lead's Add/Edit page. (They will be prompted to log in before being taken to the Add/Edit page.) The messenger at the bottom of the screen then opens to that lead's conversation.

 

This same email will be used if an SMS template sends to a phone number that is not a Primary Contact phone number.  In that case, no SMS activity will appear in the window and all correspondence for the user to the phone number will be through this email.

SMS Logs to Custom Reporting

SMS logs have been added to custom reporting as its own entity, not as an extension of action logging.  The mapping is as follows (lead log column à SMS field):

  • Log Type à Message Status
  • Log Actor à SMS From/To
  • Log Note à Body
  • Log Date à SMS Date

Modified SMS Logging

NOTE: This information was already provided in the 17.5 LoanEngage release notes.

 

A new radio button has been added to the History section of the Lead Add/Edit page called “SMS Marketing.”

 

This shows the conversation history between the user and the lead.

 

The SMS exchange will no longer appear in the Actions and Actions & Logs radio button as action entries. 

 

Outbound messages (coming from the user sending to the lead) will have a white background. 

 

Inbound messages (coming from the lead to the user) will have a blue background.

 

The format of the log entry for an outbound message is:

  • From: Agent name – hover to see the phone number it was sent from
  • To: Lead phone field name – hover to see the actual phone number sent to
  • Body: Body of message sent
  • Date: Date/Time of message sent
  • Status: Message sending status

The format of the log entry for an inbound message is:

  • From: Lead phone field name – hover to see the actual phone number sent to
  • To: Agent name – hover to see the phone number it was sent from
  • Body: Body of message sent
  • Date: Date/Time of message sent
  • Status: Message sending status

Available statuses are:

  • Delivered – checkmark. This means that the message was sent and delivered successfully.
  • Error – triangle with exclamation point. This means that an error occurred when sending or receiving the message.  Hover over the symbol to see what the error was.
  • Queued – arrow pointing right. This means that the message is scheduled to send, but has not yet.
  • Accepted – up carrot. This means that the lead phone number has been confirmed as a valid SMS phone number.

Introduction of Short Code SMS for Batch SMS

Clients are now able to send batch SMS text messages using a Short Code.  A Short Code or Short Number is a short sequence of digits, usually 5 or 6 digits, used primarily for text messaging.

 

 

You must request and purchase a short code from Velocify. The provisioning process is expected to take two months to complete.  Once you have been provided with the short code, it will be used automatically when you send a text message either through batch processing or through import.

 

 

Advanced Edition clients can trigger a batch SMS using batch processing.  For information on how to trigger a batch process, review this article: https://lmhelp.velocify.com/hc/en-us/articles/115005483846-LeadManager-Batch-Processing-Detailed-Review- .

 

 

A text message can be configured so that it is associated with a particular action, e.g. “Send SMS Message,” then a batch process can be run so that the action “Send SMS Message” is taken on all selected leads.

 

 

An advanced or standard edition client can trigger a batch SMS via the importing of leads from a spreadsheet. For information on how to import leads from a spreadsheet, see: https://lmhelp.velocify.com/hc/en-us/articles/115005477703-LeadManager-How-To-Import-Leads-From-A-Spreadsheet- .

 

 

A text message can be configured to be associated with a particular status, e.g. “Contact Leads – Send SMS,” then the records can be imported directly into that status to send a text message to all imported leads.

 

 

If a lead receives a text message from a short code and replies to it (other than with an opt-out request), the reply will be sent to the lead’s assigned user.  All future text messages sent directly between the assigned user and the lead will use the client’s long code, i.e. a regular-length SMS phone number.

SMS Notations

With the enhancement of SMS texting in 18.2, Velocify will migrate your current SMS templates to the new SMS template version, including automatically assigning the recipient phone numbers to the template. 

 

Be sure to check the Primary Contact Phone Numbers setting in the Client Settings - SMS Settings section to confirm that the lead phone numbers selected are correct. 

 

If in your current template you’re sending to one of those phone numbers, Velocify will automatically select Primary Contact Phone Numbers in the template during the upgrade.

 

If a current SMS template uses a phone number that is not one of the Primary Contact Phone Numbers, Velocify will respect the first number field provided in your current template and send to that number only.

 

If a current SMS template uses a phone number that is not a field in Form Builder, that number will be saved on the backend, but will show Primary Contact Phone Numbers as the number selected on the front end.

 

 

 

Additional Encrypted Fields

Starting with LoanEngage 18.2, Velocify by Ellie Mae has enacted greater field encryption to expand protection for sensitive information stored in its products. Encryption helps us all stay compliant and protect the valuable data of our customers. In addition to the Social Security Number (SSN) field encryption, fields with the following names will be encrypted for security measures:

 

  • Credit Card Number
  • Credit Card Security Code
  • Credit Card Expiration
  • Credit Card Expiration – Month
  • Credit Card Expiration – Year
  • Driver's License Number
  • Bank Account Number
  • Bank Statements
  • Bankruptcy history
  • Date of Birth

These newly encrypted fields behave similar to the SSNs and will not be:

  • Searchable
  • Used for distribution
  • Displayed in various areas of the application
  • Other SSN behavior

Known Issues

The following known issues are included in this release:

 

Calendar Entry with SMS Reminders: You can automatically send SMS messages to leads when you create a calendar entry (event / appointment) with the lead.

  • LoanEngage admins configure the content of such SMS messages using the options in Client Settings/Calendar Event SMS Reminder to Lead Option section in Administrator settings. Admins must create messages for calendar events when they first configure this setting to avoid the following issues:
    • If the body of the message is blank, SMS reminders to leads will not be sent.
    • If the message content is created after the reminders were supposed to be sent, reminders for past events will be sent.

Header

  • Phone icon in the new header does not turn green when dial pad opens (iPad/Internet Explorer)

 

SMS

  • Agent allowed to type in SMS to lead after first SMS template was sent to non-lead object
  • SMS logs are not displayed correctly after phone fields are updated
  • Non form-builder phone tags are saved in the backend even after SMS migration
  • Deleted phone field tags are saved in the backend on SMS upgraded database
  • Hardcoded phone field tags are still saved in the backend on SMS upgraded database
  • Error message on chat window is not as expected
  • Unable to minimize the SMS chat window in mobile devices
  • Duplicated and deleted leads are still showing up on the message list
  • SMS template is throwing error upon sending after migrating the database
  • SMS template should have primary phone field tag if the To field was included in primary phone field
  • On renaming any of the primary contact phone field, the SMS message template is not updated

 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk