Complete walkthrough of AI settings — tone, personality, when it reaches out, what channels it uses, and how to write great AI instructions.
A complete walkthrough of the AI Assistant checklist inside LoanOfficer.ai — set your loan application link, appointment scheduling, AI follow-up sequences for cold conversations, the Production Coach, custom AI instructions, loan officer and company bios, and AI Products for non-standard programs. Ends with a live test so you can see the assistant respond in real scenarios.
Define how your AI assistant speaks — warm and consultative, direct and efficient, or somewhere in between — so every borrower conversation matches your brand.
Set when the AI reaches out and which channels it uses (SMS, email, voice) so borrowers hear from you at the right moment without over-messaging.
Learn the format that works best: specific scenarios, preferred scripts, and clear rules for hand-off so the AI can represent you accurately.
Setting up your AI Assistant is how a general mortgage AI becomes your AI — one that knows where to send borrowers, how you schedule appointments, how you want cold conversations re-engaged, what disclaimers to include, and which loan products you emphasize. Everything lives inside the AI Assistant checklist under your user settings.
This lesson walks the exact checklist shown in the video: application link and appointment settings, AI follow-up, the Production Coach, AI instructions, loan officer bio, company bio, AI Products, and testing.
Open the AI Assistant checklist from the first link inside AI Settings. Every configuration section for your assistant is here. Work top to bottom the first time — later you can jump to any section to tune it.
Start with the loan application link. This is where the AI will send borrowers who are ready to apply, so it needs to be your real, live application URL. Then move to appointment settings: appointment duration, scheduling notifications, and the days and times you are available for bookings.
AI follow-up is what keeps deals alive when borrowers go quiet. The AI is already having conversations; if a borrower doesn't respond after the assistant asks a question, you can define exactly how the assistant should follow back up.
Build the sequence as steps. In the video walk-through, the first step uses "AI decides" 24 hours (one day) after the silence trigger. A second step adds another check-in — for example another 24-hour wait and a friendly nudge — and you can give the AI tone instructions like "keep it friendly" or "make this feel a little more urgent." Later steps can add a tag such as "missed lead" after several days of silence, hand off to a task for a human to call, or update the lead's status.
Toggle AI follow-up on when you're ready. Off is fine while you're still tuning tone.
The AI Production Coach is a separate toggle designed to help you hit loan production goals. When you turn it on, you tell the AI your goal, your context, your team size, the challenges you're facing, and the resources available to you. From there the coach checks in daily to help you stay on track.
Think of it as an accountability partner that lives inside the same system as your borrower conversations.
AI instructions are where you get specific about how you want the assistant to behave in every conversation. This is one of the highest-leverage sections.
Good instruction patterns from the walk-through:
Be direct. The AI treats instructions like rules — the clearer the rule, the more reliable the behavior.
The loan officer bio teaches the AI who you are — your experience, resume, awards, niches, and what sets your team apart. The company bio does the same for your business: address, licenses, states, unique offerings.
The assistant uses both to sound like you when it represents you, and to answer basic "who are you / who do you work for" questions borrowers routinely ask.
The AI is already mortgage-trained on all standard programs — Fannie, Freddie, FHA, VA, and non-agency products. AI Products is for the exceptions: a 95% HELOC, a non-owner-occupied product that does 80% LTV with 12 months of bank statements, a construction program you want emphasized, or any guideline specific to your shop.
Paste the guidelines directly into AI Products so the assistant references them whenever a borrower's scenario matches.
Once the checklist is filled out, use the built-in test area to run mock conversations. Ask about rates, ask about a purchase, ask about a HELOC — whatever scenarios you expect real borrowers to bring you. Confirm the AI includes the disclaimers you set, respects your length rules, applies your branching logic, and represents your business the way you want.
When the test conversations feel right, your assistant is ready.
Under your individual user settings, click into AI Settings and open the AI Assistant checklist.
Add the URL you want borrowers sent to when they're ready to apply.
Choose appointment duration, scheduling notifications, and the days and times you're available.
Enable AI follow-up and add steps — 'AI decides' waits (e.g. 24 hours), additional check-ins, tone guidance, tags like 'missed lead,' or handoff tasks.
Turn on the Production Coach, share your goal, team context, challenges, and resources, and let it check in daily.
Add rules like character limits, required disclaimers on rate questions, and if/then logic for purchases vs realtors.
Explain your experience and what makes your team great, then repeat for the company (address, licenses, states, differentiators).
Paste guidelines for any non-standard products — 95% HELOC, 80% LTV bank-statement non-owner-occupied, construction programs, etc.
Run scenarios in the test area and confirm the AI honors your disclaimers, length rules, and branching logic before going live.
Under your individual user settings, open AI Settings — the first link there opens the checklist that configures every section of your assistant.
No. It's a toggle. Leave it off while you tune tone and instructions, and turn it on when you want the AI to re-engage cold conversations automatically.
It hands tone and wording to the assistant so the follow-up matches the conversation instead of using a scripted message.
No. The assistant is already mortgage-trained on Fannie, Freddie, FHA, VA, and non-agency products. Use AI Products only for non-standard programs specific to your shop.
Add a length rule in AI instructions — for example 'Keep replies 300 characters or less. No over-explaining.'
An optional AI coach that checks in with you daily on loan-production goals based on the context, team size, challenges, and resources you share.
Add a disclaimer rule in AI instructions so any rate answer references averages and points borrowers to you for a personalized quote.
Use the built-in test area to run mock conversations across the scenarios you expect — purchases, refis, HELOCs, rate questions — and confirm the AI follows your rules.
[00:00] Okay, so the first section I'm going to take you through here is getting your AI Assistant ready. You're going to click on this first link here to take you into the checklist. This is where it's going to basically be customizable, where you can set it up. [00:20] So AI is going to have your loan application link, where you want borrowers to go to to set up the loan app, your appointment settings — what durations do you want for your appointment, what type of scheduling notification, what days do you want to be available. These are all configurable here in the AI Assistant setup. [00:50] Now the AI follow-up — here's where you can actually enable AI to do additional follow-up when a conversation has gone cold or stale. And so AI is going to be having conversations with borrowers and leads, and if by chance a borrower conversation kind of dies off, they don't respond after AI asks a question, we can set it up so the AI has a follow-up sequence to check back with that borrower. [01:20] We can add multiple steps. The first step, we're going to have AI decide — that's going to be 24 hours or one day after the silence trigger starts. We can add another step. Maybe we want to do another follow-up message. So we're going to do one again, let's say we're going to do one 24 hours again. We can do just a friendly check-in if we want to, and you can give it additional instructions on how you want that tone to sound. [01:55] This is urgent, right? Maybe you want to come in and put something a little bit more urgent, as far as giving the AI the understanding of how you want that message to come across. You can add another step. Maybe you want to add a tag — right? So it's been an additional three or four days after that last message. So we're going to go ahead and tag this one a missed lead or something along those lines. [02:20] So you can come in and set up all these follow-ups so AI knows exactly when you want these additional check-ins to happen in the event that a conversation goes cold or stale. So you can toggle that on or off in your account. [02:35] There's also the AI Production Coach. This is a great tool to help you stay on top of your goals. If you've got goals that you're looking to accomplish, you can come in and set up those goals, what your context is, the size of your team, challenges you're having, your resources, and teach the AI exactly what assets you have available to you, and then you'll be able to have the AI check in with you on a daily basis to make sure that you're maximizing your potential with your production. [02:55] And then, of course, we've got the AI instructions here, where you can give your AI very specific instructions on how you want it to behave. No over-explaining, keep it 300 characters or less. If somebody asks about interest rates, include the following disclaimer. So you can give your AI logic as well — if this happens, then do that. If it's a purchase, ask them if they're under contract. If they're a realtor, ask them if they have a preferred lender. [03:30] Then we're going to have the loan officer bio. So here's where you're teaching your AI where you work, your experience, your resume, what makes you and your team so great. Really give an opportunity to understand you and your business. So when it's representing you, it knows your scripts and your spiels and exactly what sets you apart. [03:55] And then the company bio, of course, same thing — what makes your company so great. All the details of your business, your address, state, your license, things along those lines are very helpful to update your AI Assistant on. [04:00] And then last but not least is the AI Products. This is a very important one because our AI Assistant is mortgage trained. It knows all the programs — Fannie, Freddie, FHA, VA, all the non-agency stuff. But if there's a specific guideline — you have a 95% HELOC, you've got a non-owner-occupied product that'll do 80% LTV with 12 months bank statements, whatever those specifics are that you want to up-train your AI on, you can come in and give it a copy and paste and put those additional details into the AI Products. [04:30] And last but not least, once you've got your AI Assistant set up, you can test it. Give it some scenarios and let the AI Assistant show you how it's going to be working in the real world. So this is a great opportunity — once you've set up your assistant, give it a test, do a mock conversation, and you'll be able to see exactly how it's going to reply in any given situation. [04:38] Here's a great example based off of my configuration within my rate watch, and it's including the disclaimer that we put in here because it is a rate-sensitive conversation. We need to let them know that these are referenced for averages only, and to get a personalized quote, you need to speak directly with the…