1-to-1 Secure Texting for Encompass.
Send and receive real-time text messages with borrowers and real estate agents directly from the Encompass loan file, with the secured responses our industry's requirements demand.
Mortgage Texting, Inside The Loan File
Text Borrowers Without Leaving Encompass
Your borrowers read text messages; they ignore voicemail and let email pile up. Mortgage Messaging puts secure two-way SMS texting inside ICE Encompass, so loan officers, assistants and processors can text borrowers, co-borrowers and real estate agents straight from the loan file — and every message, reply, document and consent event is saved to the loan.
Pair it with automated text alerts on loan milestones, click-to-call phone calling and the Outlook to Encompass email add-in to keep every borrower conversation in one communications log.
1-to-1 Secured Texting
Send text messages and receive replies in real time using our integrated chat-to-text feature, without leaving the loan file.
Secured Document Uploads
Recipients upload documents straight from their phone to our servers. Your team is notified, reviews the item, and saves it to Encompass.
Protected Messages
When an incoming message carries an attachment or numeric content — an account number, an SSN, a dollar figure — the notification body is suppressed and the message locks until identity is verified.
One-Time Verification Codes
Unlocking a protected message requires a single-use code delivered by email. One successful verification opens the message and that session's conversation history.
Offline Replies
Respond to incoming messages while away from your desk, from a secure link in your email — desktop or mobile, anywhere your email reaches. Replies still send as text messages.
Expiring Messages
Outgoing reply links expire after a preset period, so an old email in an inbox is not a standing door into a borrower conversation.
Opt-In Compliance
Request consent from a recipient to receive loan updates by text. The request tracks as Pending until they reply YES, and both opt-in and opt-out are written to the loan's record.
Virtual Business Card
Send a vCard from the chat window so your customer can save your details to their phone address book in one tap.
Quick Select Templates
Choose from a preset list of messages written by your team, for your team — consistent wording without retyping it.
Assigned Phone Numbers
Each user is given their own number, so when a customer texts or calls back, they reach the person they were already speaking to.
Conversation History
Any user with chat enabled can review the full history with a file's contacts and export a system-generated report in PDF format.
Out of Office
Automatically reply to messages received while a user is away. Takes precedence over After Hours, and toggles on and off from the status bar.
After Hours
Automatically respond to messages arriving outside business hours, based on each user's working hours and time zone.
Text Message Forwarding
Forward incoming text notifications to another team member for added coverage.
Call Forwarding
Forward incoming calls to a selected team member so a customer is never left without an answer.
Control Communications
Determine when users can and cannot communicate over 1-to-1 secured chat, centrally and by policy.
Spanish Language Support
Communicate with Spanish-speaking recipients in their own language.
White-Labeled Service
Customer-facing screens carry your logo and your color scheme, not ours.
Direct POS Link
Recipients get a shortcut straight to your point-of-sale login page — Blend, nCino, ICE's Consumer Connect, Tidalwave POS+ and others.
Scheduling Integration
Customers book time with your staff through Calendly or Microsoft Bookings, straight from the conversation.
Live Connection Indicator
A connection status light confirms messages and status changes are arriving in real time, so no one is reading a stale screen without knowing it.
Encompass Texting
Encompass Texting Questions
Can I text borrowers directly from Encompass?
Yes. Mortgage Messaging adds a secure chat-to-text window to the Encompass loan file. Pick a borrower, co-borrower or real estate agent on the loan, type a message, and it is delivered as a regular text message to their phone. Replies come back into the same conversation in real time.
What phone number do my text messages come from?
Each user is given their own assigned business number. Your personal cell number is never exposed, and when a borrower texts or calls that number back, they reach the same person they were already working with.
How are sensitive text messages protected?
When an incoming message carries an attachment or numeric content such as an account number or Social Security number, the notification body is suppressed and the message stays locked until the user verifies their identity with a one-time code delivered by email.
Can borrowers send documents by text?
Yes. Borrowers upload documents from their phone through a secure link. Your team is notified, reviews the item and saves it to the Encompass eFolder.
Is texting from Encompass TCPA compliant?
Consent to receive texts is requested from the recipient and tracked as pending until they reply YES. Opt-ins and opt-outs are written to the loan record, and users can be restricted from texting by policy.
