To receive notifications, customers and agent users must first be enrolled. This article will explain how to enroll customers and agent users, automate customer enrollment based on loan status, and view customer communication history. 

Enroll customers manually

Customers in LoanPro can be linked to multiple accounts within your tenant. The ‘Links & Access’ section of each customer page displays all of the accounts that a customer is linked to and their access for customer communication. 

To access this page, navigate to Users > Customer Manager > selecting a customer > Links & Access. You can also navigate to Customer > Links & Access  inside of any loan.

This section displays linked accounts and their details:

• Account – This is the account ID. (You can click this to be taken to the account.)
• Status – This is the account status.
• Payoff – This is the payoff amount for the account.
• Principal Balance – This is the remaining principal balance on the account.
• Next Due Date - This shows the upcoming due date for the next payment. 
• Next Due Date Amount - This shows the amount for the upcoming payment. 
• DPD – This is the number of days past due the account currently is.
• APD – This is the amount past due on the account.
• Role – This is the customer’s role on the account.
• Email Access – This setting lets you choose whether the customer will receive email notifications from the system about this account.
• Web Access – This setting lets you choose whether the customer will have access to this account on the customer portal.
• SMS Access – This setting lets you choose whether the customer will receive SMS notifications from the system about this account.

Clicking any of the checkboxes under the access methods will automatically enroll the customer for notifications via that method. Click the ‘Add’ button at the top right corner to quickly create and link a new loan to the selected customer. Once you select a loan type, you will be redirected to a different page.

Automate customer enrollment by status

You can set communication preferences by loan status under Settings > Defaults > New Customer > Enrollment By Loan Status. Here, you will see a table that shows all of your loan statuses and sub-statuses. The “Active” column indicates whether the sub-status is currently active or not.

Each listing has toggle switches for ‘Email Enrollment’, ‘Web Access’, and ‘SMS Enrollment’. Setting the toggle switches to on or off determines whether the customer should receive emails, have access to the Customer Portal, or receive SMS text messages from LoanPro while their loans are in the specified loan status and sub-status. Your selections will be saved automatically.

Customer communication history

Communication History shows you a history of SMS and email messages sent or received by the system, as well as Smart Mail House history. You can access this page by navigating to Users > Customer Manager > selecting a customer > Communication History. Once you've selected the ‘Communication History’ tab, you can use the tabs at the top of the page to navigate through the different sections: SMS, email history, and Smart Mail House. 

The SMS section of the history page will show a running communication between your company and the customer that includes all sent and received messages.

The email history will capture the first 500 characters (excluding HTML) and includes both manually sent and system-generated emails. To access full email details, use the email’s UUID in Connections. You can find UUIDs in LMS under Tools > Customer Communications > Email. To search by UUID, go to Connections > Contact Information > Email Services > Emails > Filter By: UUID. 

The Smart Mail House section will show all the pieces of physical mail that have been sent to the customer through Smart Mail House . You can view the tracking history and current status of your mail by clicking the arrow on the right side of each section.

Enroll agents

Agent users can also receive system and email notifications, but they must first be enrolled. 

System notification enrollment

To enroll an agent user to receive system notifications, navigate to Users > Agent Users. Choose an individual agent's profile and then click the ‘Internal Notifications’ tab. In either the ‘Events’ or ‘Triggers’ tab, you can choose whether the notification displays in the notification engine, as a popup, or both. Clicking the “All” button will select all of the events or triggers, but you can also choose each individually. 

Note that choosing to display the notification as a pop-up will show at the bottom right of the agent user's screen. Enabling notifications for the notification engine will have the notification display from the bell icon next to their profile name at the top right of the screen. Clicking the bell will show a list of the notifications that have been triggered. A green dot will appear on the bell if there are notifications that haven't been viewed yet. 

Agents can view past notifications in the Notification Engine. They’ll be able to view both the event-based and trigger-based notifications that have been set off. 

Email notification enrollment

To enroll an agent user to receive email notifications, navigate to Users > Agent Users. Choose the ‘Email Enrollment’ tab. All of the events and triggers set up in your company account will be listed here. You can choose to enroll them in receiving all of the notifications by clicking the “All” button. Otherwise, you can choose each notification individually.

When you first create an agent user, you're asked whether you want to enroll them for notifications. We recommend doing it then to save you the time you'd spend enrolling them later on.