Configure the LoanOfficer.ai AI assistant end-to-end: greeting, personality, instructions, appointment rules, and when to hand off to a human.
This lesson shows where to configure your AI Assistant inside individual user settings under AI Settings. It covers the core setup areas: application links, appointment scheduling, AI follow-up logic, production coaching, and AI training for behavior, bio, company information, and special loan products.
Before you configure the assistant, make sure your account is connected to a phone number and email so the AI can actually reply.
The greeting sets the tone. Keep it short, warm, and specific to your market. Include your name and, if relevant, your team.
Instructions are the assistant's playbook. Write them like you'd brief a great new hire: what to do, what not to do, and what to escalate.
Send test messages from your phone and iterate until responses feel like something you'd actually send. Don't skip this step.
Setting up your AI Assistant is the step where you turn a general-purpose mortgage AI into a practical assistant that understands how you work. In the lesson, the setup begins inside your individual user settings, under AI Settings. This is the area where you configure the assistant so it knows where to send borrowers, how to help with scheduling, how to follow up when conversations go quiet, and how to represent you and your business.
The key idea is simple: the AI Assistant needs direction. It may already understand mortgage topics broadly, but it still needs your specific instructions, links, availability, business details, and product focus. The more clearly you configure those items, the more useful it becomes in borrower conversations and lead follow-up.
This setup also includes optional productivity support through the Production Coach. When enabled, the coach can text with you, learn what you are trying to accomplish, help you set goals, and follow up to keep you accountable. Finally, the AI Training section allows you to shape the assistant’s behavior as if you were onboarding a new employee.
An AI Assistant is only as effective as the context you give it. If it does not know where your loan application link is, it cannot reliably guide borrowers to the right place. If it does not know your availability, it cannot help set appointments in a useful way. If you do not define follow-up logic, leads that go quiet may not receive the right nudge at the right time.
For loan officers, speed and consistency matter. Many borrowers reach out, ask questions, then disappear. A well-configured AI follow-up sequence can help re-engage those borrowers without requiring you to manually remember every cold conversation. The lesson specifically describes creating triggers after a certain number of days of silence and allowing the AI to follow up, such as sending a message the next day to make sure everything was taken care of.
The setup also matters because it helps align the assistant with your personal style. The AI Training area lets you give the assistant a name, describe how it should behave, and explain how it should interact with borrowers. That keeps the experience closer to how you would want a team member to communicate on your behalf.
The setup is organized into several sections inside AI Settings. First, you configure core assistant details such as your loan application link and scheduling preferences. These are foundational because they tell the assistant how to move borrowers toward the next step.
Next is AI Follow-Up. This is where you create rules for what should happen if a conversation goes cold. You can create a trigger based on a certain number of days of silence. Once that condition is met, the follow-up sequence can go out. The lesson explains that the AI can decide the tone of the follow-up, while you define the structure and logic around when it should happen.
You can also add other actions into the follow-up logic. The transcript mentions assigning a task, waiting another minute, putting in a task for someone to call the lead, waiting another hour, and sending another follow-up. It also mentions actions such as assigning a tag or setting a status, including examples like marking a status as denied or something else.
The Production Coach is a separate toggle. When turned on, it sends you a text message and starts a conversation to understand what you are trying to accomplish. From there, it helps walk you through setting up goals and follows up to help keep you accountable.
Finally, AI Training is where you give the assistant deeper context. You can paste in instructions, add your loan officer bio, share company information, and include special product guidelines that fall outside standard mortgage knowledge.
Start in your individual user settings and open AI Settings. This is the control center for configuring your AI Assistant. From there, review each section in order so the assistant has both practical tools and the right behavioral guidance.
First, add or confirm your loan application link. This tells the AI where to guide borrowers when they are ready to apply. Without this, the assistant may not have the specific destination you want borrowers to use.
Second, configure the scheduling appointment setter. Give it an understanding of when you want appointments booked and what days you are available. This helps the assistant support appointment scheduling in a way that matches your actual calendar preferences.
Third, build your AI Follow-Up logic. Decide when a conversation should be considered silent, then create a trigger after a certain number of days. You can have the AI follow up the next day with a message such as checking whether everything was taken care of. You can also build additional logic with waits, follow-up messages, call tasks, tags, or status changes.
Fourth, decide whether to enable the Production Coach. If you want help with loan production goals, toggle it on. The AI will text you, learn what you are trying to accomplish, and walk you through setting goals and accountability follow-up.
Fifth, complete AI Training. Think of the assistant as a brand-new employee on the first day. Any specific instruction you would give that employee should be added here. Explain how you want it to behave, how it should interact with borrowers, and what it should know about you and your company.
Sixth, add product information when needed. The assistant already knows mortgage topics broadly, but AI Products is where you can paste guidelines for products outside the norm, such as a HELOC product, a 95 LTV offering, or a construction program you want emphasized.
Finally, test the assistant. Once the setup is built out, use the testing area to see how it responds in real-world scenarios.
Be specific with instructions. The lesson emphasizes that AI Training is where you get linear about how the AI should behave. Clear, direct instructions help the assistant act more like the employee you would want representing you.
Keep borrower experience in mind. When configuring follow-up, think about what would feel helpful rather than overwhelming. A simple next-day check-in can be effective when a conversation goes cold, especially if the tone feels natural.
Use tasks when a human should step in. The transcript mentions assigning a task for someone to call the lead. This is important because not every situation should be handled only by AI. If a lead needs human attention, use the follow-up logic to create that handoff.
Add product guidelines only when they are needed. The lesson notes that the AI already knows mortgage inside and out for most common mortgage questions. Use the AI Products section for products outside the norm or programs you especially want to emphasize.
Test before relying on it in live conversations. After training and setup, review how the assistant responds to certain instances. This helps you identify missing instructions or areas where the assistant needs more context.
One common mistake is leaving the AI Assistant too generic. If you do not add your application link, scheduling availability, bio, company information, or instructions, the assistant may not reflect your actual workflow.
Another mistake is building follow-up sequences without thinking through timing. The transcript describes creating triggers after days of silence, then using waits and additional actions. If those steps are not planned carefully, follow-up may feel disorganized or too aggressive.
A third mistake is forgetting to use status, tags, or tasks when they are useful. The AI Follow-Up area is not only for messages. It can also help organize leads by assigning tasks, applying tags, or setting statuses.
A fourth mistake is assuming the AI Products section must contain every mortgage product. The lesson explains that the assistant already knows the majority of mortgage questions. The product section is mainly for non-standard programs or special offerings you want highlighted.
A practical setup might begin with a loan officer opening individual user settings, going to AI Settings, and entering the loan application link. That gives the assistant a reliable place to send borrowers who are ready to move forward.
Next, the loan officer configures appointment setting. They add the days they are available and define when they want the assistant booking appointments. This helps the assistant move interested borrowers from conversation to scheduled meeting.
Then, the loan officer builds an AI Follow-Up sequence. They create a trigger for a conversation that has gone silent after a set number of days. The next day, the AI sends a helpful check-in message, using its own tone, to make sure the borrower had everything taken care of. If there is still no response, the sequence might wait again and create a task for someone to call the lead. Additional logic could assign a tag or set a status so the lead is easier to manage.
After that, the loan officer toggles on the Production Coach. The coach sends a text message and starts a conversation about what the loan officer is trying to accomplish. It then helps set goals and follows up to support accountability.
Finally, the loan officer completes AI Training. They give the assistant a name, paste in instructions for how it should interact with borrowers, add their loan officer bio, include company information, and paste any special product guidelines such as a HELOC, construction program, or other offering they want emphasized. Once the setup is complete, they test the assistant to see how it responds in real-world scenarios.
The AI Assistant setup process is about giving the system the context it needs to work like a useful member of your team. In AI Settings, you configure the assistant’s application link, appointment scheduling preferences, follow-up logic, Production Coach, training instructions, bio, company details, and special product information.
The most important mindset is to treat the assistant like a new employee. Tell it what it needs to know, how it should behave, when it should follow up, and where it should send borrowers. Once the setup is complete, test it so you can confirm the responses match your expectations before using it more broadly.
Go to your individual user settings and open the AI Settings area. This is where the AI Assistant is configured and trained.
Provide the assistant with the correct loan application link so it knows where to direct borrowers when they are ready to apply.
Set up the appointment setter with the days and times you are available, and define when you want the assistant booking appointments.
In AI Follow-Up, create triggers based on a set number of days of silence so the assistant can re-engage leads when conversations go cold.
Build additional logic such as waiting, sending another follow-up, assigning a task, applying a tag, or setting a lead status.
Toggle on the Production Coach if you want the AI to text with you, understand your production goals, and help keep you accountable.
Add specific instructions for how the assistant should behave, how it should interact with borrowers, and what you want it to do.
Enter your loan officer bio, company information, and any special product guidelines for programs outside the norm that you want emphasized.
After setup, test the AI Assistant to see how it responds in real-world situations and adjust your instructions as needed.
You set it up under your individual user settings in the AI Settings area.
It tells the AI Assistant where to send borrowers when they are ready to start or continue a loan application.
Yes. You can configure the appointment setter with the days and times you are available so it understands when appointments should be booked.
You can create an AI Follow-Up trigger after a set number of days of silence. The assistant can then send a follow-up message and perform additional actions based on your sequence.
Yes. The transcript explains that you can assign tasks, such as creating a task for someone to call the lead.
When toggled on, it sends you a text message, learns what you are trying to accomplish, helps you set goals, and follows up to keep you accountable.
Add instructions for how the assistant should behave, how it should interact with borrowers, its name if desired, your loan officer bio, and company information.
No. The lesson says the assistant already knows most mortgage questions. AI Products is mainly for products outside the norm or special programs you want to emphasize.
[00:00] All right, next we're going to go over how to set up your AI assistant. Under your individual user settings, under AI settings, here's where you'll be able to configure your AI assistant. [00:18] This is where we're going to really kind of teach it how to operate as your assistant. We're going to be giving it the understanding of where our application, our loan application link is. [00:36] The scheduling appointment setter, give it an understanding of when we want it to be booking appointments, what days we're available. [00:54] Now, the next section is our AI follow-up. When AI starts engaging with leads, we can pre-script into it a follow-up. If a conversation goes cold, we can have the AI follow-up the following day to say, hey, I want to make sure I got everything taken care of for you. [01:15] So this is where you can figure that in the AI follow-up. You create the trigger after a certain amount of days of silence, and this follow-up sequence will go out. The AI will follow up. We let the AI decide what the tone of that is. [01:36] You can assign a task for it. Wait another minute, put a task for maybe somebody to call that lead. You can wait another hour, another follow-up, right? So here's where you can kind of set up all these different additional logic into the AI assistant. [01:56] You can put in as well other things. You want to assign a task, a tag, set a status. Maybe you want to know statuses as denied or something else, right? So you can come in here, and that's where you can really configure your AI on the follow-up sequence. [02:18] So that's set up all there under AI assistant. Now, the next section on your AI assistant getting that set up is you can turn on your production coach. You just toggle that on if you want to have the AI assistant help you with your loan production. [02:38] The way that's going to work is it's going to send you a text message. You're going to have a conversation with it. You're going to get an understanding of what you're trying to run here, what you're trying to do, and it will walk you through that process of setting up your goals and then following up with you, making sure you're held accountable to the things you want to accomplish. [03:04] Now, the last section here we're going to go through is the AI training. Here's where you really get linear on kind of how the AI is going to behave. You really kind of think of it as a brand-new employee. They're starting the first day. [03:24] Anything you want to give it specific to do, you can give that in your AI instructions. You can give it a name. You can tell it kind of how you want it to behave, how you want to interact with borrowers. So it's going to be copy and paste into here any instructions that you want to have the AI assistant do. [03:48] Loan office or bio, pretty straightforward. That's where you're going to teach the AI assistant about you, your company as well. [04:02] Now, the last section here is AI products. And this is basically, you know, our AI assistant knows mortgage inside and out. So this is going to be any products that are outside of the norm. [04:20] Maybe you have a HELOC product that you want to emphasize, you know, 95 LTV. Maybe you've got, you know, a construction program or something, you know, that you really want to emphasize. You can copy and paste those program guidelines into it. [04:42] But suffice it to say, the AI is going to know the majority of any mortgage question that you could ask it. So here is kind of a summary of the things that you can do. [04:58] Once you've built out your AI assistant, come through your AI assistant training. Here's where you're going to be able to set up and test the AI assistant in the real world. So see what it's going to respond to in certain instances. [05:18] So that's all here within your AI assistant settings. Again, that is the process to get your AI assistant set up. And we'll go into the rest of the sections here in just a moment.