Phone Calling & Click-to-Call for Encompass.
Call the borrowers and realtors on the Encompass loan file without dialing a number or exposing your own.
Click-to-Call
Your Phone Rings First.
Mortgage Messaging never dials from the computer and never uses its microphone. Click a contact and the platform calls your direct line first. Only once you answer is the contact dialed and the two calls joined — so a contact is never left listening to an empty line. They see your company's assigned number on caller ID, and your personal number is never disclosed.
- Borrowers, co-borrowers and realtors on the loan file, one click away.
- A confirmation step before every call prevents accidental dials.
- Detached call window — keep working in Encompass while the call runs.
- Every completed call is written to the loan's Communications Log.
Inbound
Calls Find The Right Loan.
When someone calls the number assigned to a user, the platform identifies the loan the caller belongs to and connects them to that user's direct line. If the caller's number appears on more than one loan, they are prompted to choose which loan they are calling about before the call connects.
- No pop-ups to chase — the user's phone simply rings.
- Voicemail is transcribed and delivered by email.
- Forwarding keeps coverage in place when a user is away.
Outbound Calling
Place a call to the borrowers and realtors on the loan file from inside Live Chat. No dial pad, no copying numbers, no personal caller ID.
Live Call Status
Dialing, ringing, in progress and completed all update automatically in the call window as the call proceeds.
In-Call Notes
Type notes while the call is live. They save to the loan file as a Conversational note with a channel of Phone.
Call Recording
Recording is your organization's decision, configured by your administrators: off, automated consent capture, or user-controlled.
Stop Recording Always Available
Whatever the configuration, a user can stop a recording at any point in a call. If a contact asks not to be recorded, recording stops.
Transcription
Where enabled, transcripts generate automatically after the call and publish to the loan as a read-only PDF including the consent captured.
Voicemail
Missed calls roll to voicemail. The message is transcribed, emailed to the user, and posted to the Communications Log with inline playback.
Call Forwarding
Forward incoming calls to a selected team member for added coverage, toggled on and off from the status bar.
One Call At A Time
A user holds one active call across every loan file and Encompass session, with a return-to-call banner if the window is closed by accident.
Consent & Compliance
Recording Consent, Captured On The Call.
Recording laws vary by state, and the rules that apply are set by your organization — not by us. Mortgage Messaging supports the configuration your compliance team selects. In automated consent mode, the platform plays a disclosure to the contact and captures their keypress before the call is bridged; the response is recorded alongside the call and reproduced in the transcript. In user-controlled mode, your team follows your own consent script and starts recording manually.
Recordings, transcripts and call metadata all land on the loan's Communications Log, where they form part of the same audit record as texts, emails and documents. See our compliance overview.
Encompass Phone Calling
Phone Calling Questions
How does click-to-call work in Encompass?
Click a borrower, co-borrower or real estate agent on the loan file. The platform calls your direct line first, and only once you answer is the contact dialed and the two calls joined. Nothing is dialed from your computer or its microphone.
What caller ID does the borrower see?
The borrower sees your company's assigned business number. Your personal phone number is never disclosed.
Are phone calls recorded and transcribed?
Recording is your organization's choice: off, automated consent capture or user-controlled. Where enabled, transcripts are generated automatically after the call and published to the loan as a read-only PDF that includes the consent captured.
What happens when a borrower calls back?
The platform identifies the loan the caller belongs to and rings the assigned user's direct line. If the caller is on more than one loan, they choose the loan before the call connects. Missed calls go to voicemail, which is transcribed and emailed to the user.
