Loop co-borrowers into every conversation without duplicate work. Texts, emails, and updates reach both applicants — logged against the same file.
LoanOfficer.ai now supports co-borrower communication directly inside the CRM. Once a co-borrower is added to a lead or borrower file, you can send emails and text messages to the borrower, co-borrower, or both from the conversation workflow, and include co-borrowers in marketing campaign target audiences.
Missed updates to a co-borrower are one of the top reasons loan files stall. The upgrade makes it one click to keep both people in the loop.
Add a co-borrower to the contact, and the assistant automatically includes them on the right messages while keeping the conversation tidy.
Co-borrower communication is now built more directly into the LoanOfficer.ai CRM. This upgrade makes it easier to keep both applicants informed without creating extra manual work or running separate communication processes.
Previously, many mortgage teams had to be careful about whether a message was going only to the primary borrower or whether the co-borrower also needed to be contacted separately. That can create gaps in communication, especially when both applicants are involved in a purchase, refinance, document collection, pre-approval, or ongoing follow-up.
With this update, once a co-borrower is added to the borrower section, you can manage communication with both the borrower and co-borrower through the Conversations tab. The update also extends to marketing campaigns, where co-borrowers are now available as an eligible target audience for messages such as texts.
The result is a cleaner, more complete communication workflow. You can message the right people, keep the conversation tied to the same file, and reduce the chance that one applicant misses an important update.
In mortgage lending, many files involve more than one applicant. A spouse, partner, family member, or other co-borrower may need to review documents, receive status updates, respond to requests, or stay informed about next steps.
If communication only goes to the primary borrower, the co-borrower may be left out of key updates. That can slow down the file, create confusion, or force the borrower to manually forward information. It can also increase the number of follow-up calls and emails your team has to manage.
Better co-borrower communication helps loan officers:
This upgrade is especially helpful for teams that rely on automated texts, email follow-up, and marketing campaigns inside the CRM. Instead of treating the co-borrower as an afterthought, you can include them as part of the communication strategy from the beginning.
The co-borrower communication update works in two main areas of the CRM: direct conversations and marketing campaigns.
For direct messages, the first requirement is that the co-borrower must be added to the system. Once the co-borrower exists on the lead or borrower record, the Conversations tab gives you the ability to manage communication between the borrower and co-borrower.
This means you can toggle or choose who should receive a message when sending emails or text messages. The transcript specifically notes that you can send direct messages to co-borrowers as well as borrowers, giving you more control over who is included in each conversation.
For marketing campaigns, co-borrowers are now available as an eligible party under the target audience. When configuring a campaign message, such as a text, you can select whether that communication should go to:
This makes campaign communication more flexible. If a campaign is designed to remind applicants about required documents, both parties may need to receive it. If the campaign is meant only for the primary borrower, you can keep the audience limited.
The update is also designed to work with leads that already have co-borrowers included. Those leads can use the new co-borrower communication options automatically. For future campaigns, you can review and update targeting so co-borrowers are included where it makes sense.
Use this workflow to start using co-borrower communication inside LoanOfficer.ai.
1. Add the co-borrower to the borrower record.
Before you can message a co-borrower, they need to be added to the system. Open the relevant lead or borrower file and make sure the co-borrower is included in the borrower section.
2. Open the Conversations tab.
Once the co-borrower has been added, go to the Conversations tab for that record. This is where borrower and co-borrower communication can be managed.
3. Choose the message type.
Send the appropriate communication as an email or text message, depending on the outreach needed. The update supports direct messaging to both borrowers and co-borrowers.
4. Select the intended recipient.
When sending a message, choose whether the communication should go to the borrower, the co-borrower, or both if that option is available in the workflow you are using. Use the audience selection intentionally so the right person receives the right message.
5. Review marketing campaign audiences.
For campaigns, check the target audience settings. Co-borrower is now an eligible audience option, so you can include borrowers, co-borrowers, or both in campaign messages.
6. Update future campaigns.
If you have campaigns where co-borrowers should be included, update those campaigns moving forward. This is especially useful for follow-up sequences, status updates, and reminders that apply to both applicants.
7. Use the same file as the communication hub.
Keep communication tied to the same lead or borrower record whenever possible. This helps your team maintain context and avoid scattered messages across separate workflows.
Use co-borrower communication strategically. Not every message needs to go to both applicants, but many mortgage updates are more effective when both parties are included.
For important file updates, consider sending to both the borrower and co-borrower. Examples include requests for missing documents, appointment reminders, milestone updates, or time-sensitive follow-up.
For more personalized communication, choose the individual recipient carefully. If a question is specific to the primary borrower, sending it only to that person may be cleaner. If the co-borrower is responsible for a document or decision, message the co-borrower directly.
Review your campaigns after this upgrade. Existing lead records that contain co-borrowers can use the new communication functionality, but future campaign targeting should still be reviewed. Make sure the audience matches the purpose of the campaign.
Keep your borrower data accurate. Co-borrower communication depends on the co-borrower being added to the system. If the co-borrower is missing from the record, they will not be available as a recipient.
Use plain, clear messaging when sending to both parties. Avoid language that assumes only one person is reading. For example, use “Please upload your documents” or “Please review the next steps” instead of addressing only the primary borrower.
One common mistake is forgetting to add the co-borrower to the system. The communication option depends on the co-borrower existing on the file. If they are not added, you will not be able to include them properly in borrower and co-borrower communication.
Another mistake is continuing to send all campaign messages only to the primary borrower. After this update, co-borrowers can be selected as part of the target audience. If your campaigns are meant for both applicants, make sure they are updated.
A third mistake is sending every message to both parties without thinking about context. Including both applicants is helpful for shared updates, but individual questions may still be better directed to one person.
Some teams may also forget to review future campaigns. The transcript notes that you can update campaigns moving forward. That review step is important because campaign audiences should match your current communication process.
Finally, avoid creating separate manual workflows outside the CRM when the conversation can be handled from the same record. Keeping messages in the CRM helps preserve context and reduces duplicate work.
Imagine you are working with a purchase lead that includes a borrower and a co-borrower. The primary borrower completed the first inquiry, but both applicants are involved in the loan process.
First, you make sure the co-borrower is added to the borrower section in LoanOfficer.ai. Once they are added, you open the Conversations tab on that lead.
You need to send a quick text reminding the applicants to review the next step in the process. Because the update applies to both people, you choose the appropriate recipient option so the message reaches both the borrower and the co-borrower.
Later, you review your marketing campaigns. One of your campaigns sends text reminders to active leads. Since co-borrowers may also need to see those reminders, you update the campaign target audience to include both borrower and co-borrower where appropriate.
From that point forward, new campaign messages can reach the correct audience without your team having to manually send the same reminder twice. Both applicants stay informed, and your communication remains organized around the same file.
This is the core value of the upgrade: fewer gaps, fewer duplicate messages, and a better experience for borrowers who are applying together.
The co-borrower communication upgrade in LoanOfficer.ai gives loan officers a better way to include all applicants in important conversations. Once a co-borrower is added to the system, you can manage borrower and co-borrower messaging from the Conversations tab.
Marketing campaigns also now support co-borrowers as an eligible target audience. When setting up campaign messages such as texts, you can choose whether the message should go to the borrower, the co-borrower, or both.
For loan officers, this means cleaner communication, less duplicate work, and a stronger borrower experience. Review your borrower records, confirm co-borrowers are added where needed, and update future campaigns so your outreach reaches the right people.
Make sure the co-borrower is added to the relevant lead or borrower record. Co-borrower communication options become available once the co-borrower exists in the system.
Go to the Conversations tab on the file. This is where you can manage communication with the borrower and co-borrower.
Select the type of direct message you want to send. The update allows direct messages to co-borrowers as well as borrowers.
Choose whether the message should go to the borrower, co-borrower, or both where that audience option is available.
In marketing campaigns, check the target audience for each message. Co-borrower is now an eligible party for campaign targeting.
Adjust future campaign messages so they include co-borrowers when appropriate. This helps keep both applicants informed without duplicate outreach.
Co-borrower communication lets you send messages to co-borrowers as well as primary borrowers from the CRM. This helps keep both applicants informed on the same file.
After adding the co-borrower to the system, you can manage borrower and co-borrower conversations from the Conversations tab on the record.
Yes. The update allows you to send direct messages, including texts, to co-borrowers as well as borrowers.
Yes. The transcript states that you can toggle through sending emails or text messages to co-borrowers once the co-borrower is added to the system.
Yes. Co-borrower is now an eligible party under the target audience for marketing campaigns.
Yes. When selecting a campaign message such as send text, you can choose borrower, co-borrower, or both as the audience.
Yes. The update will be added automatically to leads that already have co-borrowers in them.
Yes, if those campaigns should reach both applicants. Review campaign targeting and update future campaigns so the audience matches the message.
[00:00] One of the other things I wanted to go over on the call today was the upgrade that we have just made to the borrower section. You are now able to send direct messages to co-borrowers as well as borrowers. [00:20] To toggle through sending emails or text messages to co-borrowers, simply add the co-borrower to the system. Then you will have the option under the Conversations tab to manage your conversation between co-borrowers as well as borrowers. [00:40] I also wanted to go over an additional update with marketing campaigns. The co-borrower is now an eligible party under the target audience. [01:00] When you select Send Text, you can select whether it is going to the borrower, co-borrower, or both. You have the ability to update or add that to any of your campaigns. [01:20] It will be added automatically to leads that have co-borrowers in them, but you can go ahead and update that for future campaigns moving forward. That is the update regarding communication for co-borrowers. [01:40] Feel free to reach out if you have any questions. As always, you are welcome to join our daily training calls at 11 o’clock Pacific Time, where we go over updates on the platform. Thanks, everybody.