Watch how to create a named Group SMS thread, add the right contacts, and keep a mortgage deal team in one conversation.
A mortgage transaction rarely has only two people. The borrower, co-borrower, buyer's agent, listing agent, processor, and other participants may all need the same update, but separate text threads create duplicated work and different versions of the conversation.
LoanOfficer.ai's new <strong>Group Texting</strong> feature creates one named SMS thread for the authorized contacts working on the transaction. Messages and replies stay together in Conversations, next to the CRM records the team already uses.
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1. Decide when a group belongs in the workflow
Use a group when several authorized participants need the same coordination message and their replies should remain visible in one place. Common examples include scheduling, milestone updates, appraisal access, closing logistics, and other transaction steps where the whole team needs a shared answer.
Do not create a group merely because several contacts are attached to a file. Every participant should have a legitimate reason to receive every message expected in that thread. If a topic belongs only with the borrower or only with an internal teammate, keep it in the appropriate individual or internal channel.
2. Start from Conversations or the borrower record
Open Conversations and switch from Messages to Groups to see the shared threads already in progress. You can also begin from the borrower record when the transaction context is already on screen.
Keeping Groups distinct from one-to-one Messages makes the communication model clear. A personal question can stay personal, while a closing update can move to the group without mixing the two histories.
3. Use a naming standard the whole team understands
The walkthrough names a thread with the property address and Closing Team. That pattern answers two questions before anyone opens the conversation: which transaction is this, and what is the group for?
Choose one naming convention and apply it consistently. An address or borrower name plus a purpose works better than generic names such as New Group or Team. Consistent names also make it easier to distinguish several active transactions for the same referral partner.
4. Build the participant list deliberately
Select Add People and choose only the contacts who belong in the shared conversation. Verify names and mobile numbers, especially when the CRM contains family members, duplicate contacts, or several agents from the same company.
Before the first send, read the participant list as carefully as the message. Adding the wrong person to a group can expose transaction information and cannot be solved by correcting the next message. The safest workflow makes participant review a required step every time a group is created or changed.
5. Write updates that work for a mixed audience
A group may include consumers and professionals, so write for the least-informed participant. Name the milestone, explain what changed, identify who owns the next action, and state the timing. Avoid internal shorthand that makes sense to the lending team but not to the borrower.
Keep each message focused on one decision or update. A concise status followed by a specific next step is easier to answer than a long summary containing several unrelated requests.
6. Treat AI suggestions as drafts, not automatic sends
Get AI Suggestions can help prepare a response inside the group composer. Review the suggestion against the file, participant list, company language, and purpose of the thread before sending it.
Pay particular attention to dates, names, responsibilities, loan terms, and disclosures. The useful role for AI here is drafting and clarity; accountability for the final communication remains with the sender.
7. Keep sensitive borrower information out of group SMS
Group Texting is a coordination channel, not a document vault. Do not send Social Security numbers, full account numbers, credentials, tax documents, bank statements, or other sensitive material in the thread. Direct participants to the approved secure portal or document process instead.
Also follow documented consent, opt-out status, carrier requirements, quiet-hour rules, company policy, and applicable law for every participant. A person who should not receive SMS should not be added simply because the rest of the deal team is using the group.
8. Close the loop after every update
A shared thread is most valuable when ownership is explicit. End an update with the person responsible, the requested action, and the expected timing. If the next step moves to a secure portal or one-to-one conversation, say so in the group without copying the private details back into it.
Review active groups at the same cadence as the pipeline. When the transaction ends, leave a final status message and preserve the thread as part of the communication history rather than starting a new group for the same file.
What is Group Texting in LoanOfficer.ai?
It is a shared Group SMS conversation for multiple authorized contacts, stored in the Conversations area of the mortgage CRM.
Open Conversations and select Groups, or begin from the borrower record while working on the file.
Who should be in a mortgage group text?
Only contacts who need the shared updates, such as borrowers, co-borrowers, agents, processors, or other authorized transaction participants.
Use a recognizable transaction reference, such as the property address or borrower name, followed by the purpose of the group.
Get AI Suggestions can create a draft. The sender should verify recipients, facts, wording, and required disclosures before sending.
Can I send documents in the group?
Do not use group SMS for sensitive documents, credentials, Social Security numbers, account numbers, or other private data. Use an approved secure channel.
Does each participant need SMS permission?
Follow your documented consent, opt-out, company, carrier, and legal requirements for every person in the group.
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