Definitive ConnectorEach loan has an opportunity in the pipeline you choose on the Pipeline tab, named like Lee, Ann - Loan 260900123, with the loan amount as its value.
Stages follow milestones
Match each Encompass milestone (your instance's own names) to a stage. When a loan reaches a milestone, its opportunity moves to that stage, usually within a minute.
- Several milestones can share a stage.
- A milestone you don't list moves the opportunity to a stage with exactly the same name, if there is one; otherwise the opportunity stays where it is.
- Opportunities only move forward. If someone moves one further along by hand, or a milestone is reopened in Encompass, it isn't moved back.
- A new loan's opportunity starts at the stage for its current milestone (usually your first stage), or stays where the contact's open opportunity already was if that's further along.
Won, lost and abandoned
- Milestones ticked under close the opportunity as won (Funding, Shipping, Purchased and Completion to start with) mark it won.
- The loan's status in Encompass decides first:
| Encompass loan status | Opportunity | |---|---| | Originated, or purchased | Won | | Denied | Lost | | Withdrawn, closed for incompleteness, or approved but not accepted | Abandoned | | Active | Open (a won milestone still wins it) |
If a loan becomes active again, its opportunity reopens.
Start workflows from milestones
Stage and status changes are ordinary opportunity changes in your CRM, so workflows can start from them:
- Pipeline stage changed (for your pipeline and a stage): for example, at Clear to Close, text the borrower and their agent.
- Opportunity status changed: for example, when a loan is won, ask for a review; when it's lost, start a follow-up campaign.
- Things that aren't milestones (rate lock, appraisal received, closing date): map the Encompass field to a contact custom field on the Field mapping tab. Loan saves reach the contact, so a workflow can start when that field changes, or on the date itself.
Two things to know:
- If two milestones finish within seconds of each other, the opportunity can go straight to the later stage, and a workflow on the skipped stage won't run for that loan.
- The connector moves the opportunity; your CRM runs the workflows.
Owners
For loans started in Encompass, the opportunity (and any contact the connector creates) goes to the CRM user whose email matches the loan officer's. When the loan officer changes in Encompass, so does the owner. Contacts that already existed keep their owner.
Loans started in Encompass
A loan created directly in Encompass shows up in your CRM too: the connector finds the borrower's contact by email or phone (or creates one) and adds the loan's opportunity. A loan with no borrower email or phone is skipped until one is added.
If several business accounts connect to the same Encompass instance, each loan goes to one of them only. To keep an account to the loans it creates itself, turn off Add loans started in Encompass to this account on its Pipeline tab.
Returning clients
When a past client starts a new loan, the contact follows the new one: its opportunity, stage and contact details come from the new loan. The finished loan's opportunity stays as history (won, lost or abandoned). If your account allows only one opportunity per contact in a pipeline, the finished loan's opportunity is reused for the new loan and starts again from the new loan's stage.
Need help? Email support@definitiveconnector.com. We reply within 24 hours. Please don't send passwords, client secrets or borrower details such as Social Security numbers.