A walkthrough of the AI Follow-Up upgrade: how the assistant now runs multi-touch follow-up automatically, respects reply signals, and hands off to a human at the right moment.
AI Follow-Up adds a safety net to AI Assistant conversations by automatically re-engaging borrowers when a conversation goes cold. You can enable the sequence in AI settings, define timing and message objectives, and add follow-up actions like tasks, tags, or status changes when human outreach is needed.
The AI assistant now handles ongoing follow-up on its own. Instead of a single reply, it runs a sequence of touches over days or weeks — and stops the moment the borrower engages.
Most leads don't convert on the first message. AI Follow-Up captures the compounding revenue that lives between touch one and touch seven, without any manual work.
The AI Assistant in LoanOfficer.ai can already hold conversations with borrowers and help answer questions at scale. The AI Follow-Up upgrade adds an important layer to that workflow: automatic follow-up when an AI conversation goes quiet.
This feature is designed for the common situation where a borrower starts a conversation, gets partway through a discussion, and then stops responding. Without a follow-up process, that lead can sit idle. With AI Follow-Up, the assistant can recognize that the conversation has gone cold, send a timely nudge, and even create internal follow-up actions if the borrower still does not respond.
For loan officers managing a high volume of leads, this gives the AI Assistant a practical safety net. It helps keep conversations moving while making sure the right person can step in when a human call or manual follow-up is needed.
Borrower conversations do not always happen in one sitting. Someone may ask a question about rates, pre-approval, payments, or next steps, then get distracted. They may intend to reply later and forget. They may need a reminder before they re-engage.
For a busy loan officer, manually watching every AI conversation for inactivity is not realistic. If you are working multiple leads, live files, referral partners, and borrower questions, a cold AI thread can be easy to miss.
AI Follow-Up helps solve that gap by giving the assistant additional follow-up logic. Instead of waiting indefinitely, the system can take action after a defined period of no borrower reply.
This matters because timely follow-up can:
The feature is especially useful for teams that rely on the AI Assistant to manage first-touch conversations or answer initial borrower questions.
AI Follow-Up is configured inside your AI settings. Once enabled, you can create follow-up logic for AI Assistant conversations that have gone cold.
A conversation is considered cold when the borrower has not replied after a defined amount of time. You decide what that delay should be. For example, you might set a short follow-up after one hour, a next-day follow-up after 24 hours, or a longer check-in after one week.
When the trigger condition is met, the AI can send a follow-up message. The message can be simple, such as checking whether the borrower’s questions were answered, or it can be more strategic, such as offering a value-added mortgage tip or circling back on the original topic.
The AI Follow-Up sequence can also include internal actions. Based on the transcript, supported sequence actions include:
This means the sequence does not have to stop at automated messaging. If the AI does not get a response, you can create a task for the contact owner to make an outbound call or take another manual action.
1. Open your user settings.
Go to your user settings in LoanOfficer.ai. This is where the AI-related configuration is managed for your account.
2. Go to AI settings.
Inside user settings, open your AI settings. The AI Follow-Up sequence is available in this area as part of the AI Assistant capabilities.
3. Enable the AI Follow-Up sequence.
Turn on the AI Follow-Up sequence using the available toggle. Once enabled, you can begin defining the logic for when and how the assistant should follow up.
4. Choose the delay for a cold conversation.
Set the amount of time the AI should wait after the borrower’s last message or after the conversation becomes inactive. Common examples include one hour, 24 hours, or one week.
5. Define the AI follow-up objective.
Give the AI direction for the type of message you want it to send. For example, you may want a simple check-in, a value-added tip, or a message that circles back to the original mortgage conversation.
6. Add any additional steps.
If needed, add more steps to the sequence. This may include waiting again, sending another follow-up, or creating an internal task.
7. Create a human handoff action.
If the borrower still does not respond, consider assigning a task to the contact owner for an outbound call. You can also use tags or status changes when the sequence ends or falls off.
8. Review and adjust your logic.
After enabling the sequence, monitor how it supports your conversations. Adjust timing and objectives based on your borrower experience and your team’s follow-up standards.
Start with a simple 24-hour follow-up. The transcript notes that many users will likely want a next-day trigger. This is a practical default because it gives the borrower time to respond while still keeping the conversation fresh.
Use a helpful, low-pressure tone. A strong follow-up should feel like service, not pressure. A message such as, “Just wanted to circle back and make sure everything is okay,” can be enough to reopen the conversation.
Give the AI a clear objective. Instead of only telling the system to follow up, guide the intent of the message. For example:
Add a human task when automation has done enough. AI Follow-Up is useful for re-sparking conversations, but some leads deserve a phone call. If a conversation remains cold after the final AI message, create a task for the contact owner to follow up manually.
Keep sequences focused. A short, purposeful follow-up sequence is usually better than a long series of repeated nudges. Borrowers should feel helped, not chased.
Use tags and status changes thoughtfully. If your team uses tags or statuses to manage pipeline visibility, adding those actions at the end of a sequence can help identify contacts who need attention.
One common mistake is setting follow-up timing too aggressively. A one-hour reminder can be useful in some scenarios, but it may not be appropriate for every conversation. If borrowers need time to gather information or think through a decision, a 24-hour follow-up may feel more natural.
Another mistake is relying only on AI without defining a human handoff. The purpose of this feature is not to remove the loan officer from the process entirely. It is to keep the conversation alive and help you know when to step in.
A third mistake is giving the AI no direction. If you want the assistant to provide a specific type of follow-up, such as a value-added tip or a simple check-in, make that objective clear in the sequence logic.
Finally, avoid treating every cold conversation the same forever. Review performance and borrower responses over time. If the follow-up feels too soon, too late, or too generic, refine the timing and message direction.
Here is a practical AI Follow-Up workflow based on the upgrade described in the transcript.
A borrower starts a conversation with the AI Assistant and asks a mortgage-related question. The AI responds and continues the conversation. Then the borrower stops replying.
After 24 hours of no response, the AI Follow-Up sequence triggers. The assistant sends a brief check-in message, such as a reminder that it is available to answer any remaining questions or help with next steps.
If the borrower responds, the AI can continue the conversation. If the borrower still does not respond after another period of time, the sequence can move to an internal action.
For example, after one day from the final message, the system can assign a task to the contact owner to make an outbound follow-up call. The contact could also be tagged or moved to a different status depending on how your team tracks follow-up stages.
This workflow gives you three layers of coverage:
The result is a more complete follow-up process that works even when you are busy managing other conversations.
AI Follow-Up upgrades the AI Assistant by giving it the ability to continue working after a conversation goes cold. Instead of letting inactive borrower threads sit untouched, the assistant can send a timely follow-up, wait, and then trigger additional actions such as tasks, tags, or status changes.
For loan officers, this creates a more reliable follow-up safety net. You can use it to keep borrowers engaged, provide helpful reminders, and make sure a human follows up when automation has reached the right stopping point.
A strong starting point is to enable the feature, create a 24-hour follow-up trigger, give the AI a clear message objective, and add a task for the contact owner if the conversation remains inactive.
Go to your user settings in LoanOfficer.ai. This is where the AI Assistant configuration is managed.
Open the AI settings area from your user settings. The AI Follow-Up sequence is available there.
Toggle on the AI Follow-Up sequence. This allows the assistant to take action when an AI conversation goes cold.
Choose how long the assistant should wait before following up, such as one hour, 24 hours, or one week after the conversation becomes inactive.
Tell the AI what kind of follow-up you want, such as a simple check-in, a value-added tip, or a message that circles back on the mortgage conversation.
Add steps such as assigning a task, applying a tag, or changing a status when the sequence ends or when additional human follow-up is needed.
If the borrower still does not respond, create a task for the contact owner to make an outbound call or complete another manual follow-up.
Review how borrowers respond to the sequence and adjust your timing, message direction, and handoff logic as needed.
AI Follow-Up is an AI Assistant upgrade that can automatically follow up when a borrower conversation goes cold. It helps re-engage borrowers and can trigger internal actions when needed.
You enable it from your user settings under AI settings. The transcript shows the AI Follow-Up sequence as a toggle in that area.
The message sends based on the timing logic you configure. Examples from the walkthrough include one hour, 24 hours, or one week after the borrower has not replied.
You can give the AI direction on the objective of the message. For example, you can ask it to do a simple check-in, provide a value-added tip, or circle back on the mortgage conversation.
Yes. The walkthrough describes adding a task, such as assigning the contact owner to make an outbound follow-up call after the final message or after a period of inactivity.
Yes. The transcript notes that you can set up tasks, tags, and status changes when sequences fall off or end.
A 24-hour trigger is a practical starting point for many teams. It gives the borrower time to respond while still keeping the conversation from going stale.
No. It is best used as a safety net that keeps conversations active and creates a handoff point when a human should step in.
[00:00] One thing I did want to point out and go over is that we just released an update to the AI Assistant capabilities. If you come under your user settings and go into your AI settings, we have released this AI Follow-Up sequence. [00:24] This is a tool we put in place based on requests from users who were really enjoying the AI Assistant. The AI has the ability to converse with borrowers and have all these conversations, but there was no safety net in place for the AI Assistant to follow up if that conversation went stale. [00:48] We set this tool up so that if an AI conversation goes cold, you can trigger a follow-up. For example, if the borrower has not replied in an hour, we can nudge them and say, “Hey, just want to make sure I got your questions answered. Is there anything else?” [01:12] Or if it is 24 hours later, or a week later, the AI can circle back and say, “Just wanted to make sure everything is okay.” You can set up these AI Follow-Up sequences so the AI has additional ability to identify circumstances where a conversation has gone cold. [01:36] The AI can do an automatic follow-up, wait another hour, and then you can add additional steps, such as adding a task. For example, if it has been one day since the final message, maybe assign a task to the contact owner to do a follow-up outbound call to that lead. [02:00] This allows us to add additional logic and tools into the sequences of AI conversations. It helps in situations where you are not able to manage all the conversations, and the AI is helping with some of those to re-spark the conversations. [02:24] That is an update we included and just released today. If you want to enable it, you can toggle it on right here and then set up your logic. Most people would probably want to do something like a 24-hour trigger. [02:48] If the AI conversation has gone cold, just do a quick follow-up the next day: “Hey, just wanted to circle back and make sure everything is okay.” You can also let the AI know how you want that message to go. [03:12] If you are looking to do a value-added tip a week later, or just circle back on mortgage conversations, you can give the AI the objective for how you want the conversation to go. You can also set up other tasks, tags, and status changes within the system when these sequences fall off or end. [03:36] Those are all the updates that we put into the AI Assistant today. Any questions on that or feedback?