Module 12 · Borrower Engagement
Borrower Co-Pilot
An autonomous SMS and WhatsApp agent that lives on your loan file. It answers documentation questions in seconds at any hour, chases ghosted applicants before the lock burns, and escalates the moment a conversation stops being routine.
Median first reply
11 sec
vs 5h 20m human
Ghosted apps recovered
63%
+41 units / quarter
After-hours conversations
48%
7 PM – 7 AM
Escalated to human
9%
everything else self-served
Ava · Borrower Co-Pilot
Marcus Whitfield · NX-25114 · WhatsApp
Hi Marcus — Ava here from Harborline, working with Dana on your file. You're 2 documents away from conditional approval and your rate lock has 9 days left. Want me to text you a link that lets you snap photos of them right now? Takes about 90 seconds.
7:12 PM
honestly I got busy and figured I'd lost the rate
9:48 PM
Still yours — 6.125%, locked through the 27th. The only two items left are your August paystub and the homeowners insurance declaration page. Here's your secure upload link: nexus.link/mw-4411. I'll confirm the second they land, even at this hour.
9:48 PM
What the agent is allowed to do
Guardrails are configured per company
- ✓Explain conditions, documents and timelines
- ✓Send secure upload links and confirm receipt
- ✓Report locked rate, lock expiry and float-down status
- ✓Schedule calls on the LO's live calendar
- ✕Quote a new rate or re-lock without the LO
- ✕Discuss denial reasons or adverse action
- ✕Continue after legal, complaint or fair-lending language
Autonomous nudge ladder
Runs until the borrower responds or the LO stops it
Hour 4 · SMS
Friendly reminder with one-tap upload link
Day 2 · WhatsApp
Photo-capture walkthrough for the exact missing doc
Day 4 · Voice
AI voice call, transcribes and logs to the file
Day 6 · Escalate
LO alerted with a suggested personal message
Send to a real borrower
Sign in to send for real
Signed-in staff can send this message live over SMS or WhatsApp, with opt-out and TCPA quiet-hour checks applied before it leaves the building.
Every message is written to the immutable audit ledger with the model version, the guardrails applied and the borrower's consent record — so examiners see the same transcript your LO does.