Complete CRM, MIA Voice Assistant, and Lead Routing Blueprint
This technical blueprint specifies how Scott L. Smith Sr.’s personal mortgage web infrastructure captures, categorizes, routes, and nurtures prospective borrowers across his three core categories.
1. Field Mapping & Audit Specification
All forms write directly to mapped standard and custom CRM contact fields. No sensitive information (SSN, bank credentials, full birth dates) is ever accepted outside of the secure LendingPad POS.
| Field Label | CRM Field / Type | Allowed Values | Source | Workflow Utility |
|---|---|---|---|---|
| Service Category | custom_service_category (Dropdown) | personal, commercial, specialty | Forms, MIA | Routes to tailored campaign & notifications |
| Loan Purpose | custom_loan_purpose (Dropdown) | purchase, refi_rate, refi_cashout, construction, heloc | Forms, MIA | Determines prep checklist sent in initial email |
| Property State | state / custom_prop_state (Text/Select) | GA, FL, NC, SC, TN, TX, AL, etc. | Forms, MIA | Enforces Scott's GA licensing vs. Nationwide commercial |
| Target Timeline | custom_target_timeline (Dropdown) | immediate, 30_60_days, 3_6_months, exploring | Forms, MIA | Sets priority tag (High vs. Nurture) |
| LendingPad Clicked | custom_lendingpad_outbound (Checkbox/Date) | true, timestamp | App Handoff Click | Creates task for team to check POS intake queue |
2. High-Converting Pipeline Stages
Triggered by form submission or inbound call. Auto-acknowledges via SMS within 2 minutes.
Calendar slot selected on Scott's calendar or via MIA. Dispatches prep instructions.
Scott reviews scenario. Scenario email and custom LendingPad link delivered.
Verified loan application started/submitted in POS. Active underwriting pipeline.
3. MIA Voice Assistant Guidelines & Knowledge Base
MIA is programmed with Scott’s 23 years of mortgage knowledge base. She is instructed to maintain an empathetic, professional tone while asking one concise question at a time.
MIA Guardrails & Prohibitions:
- Never promise loan approval, quote binding interest rates, or calculate official APRs.
- Never represent herself as a human loan officer; explicitly introduce herself as Scott's AI assistant.
- Immediately route emergency/contract-deadline scenarios to direct phone transfer (225-415-7773).
- Write summarized transcripts into the contact note upon call completion.
4. LendingPad POS Security and Click Tracking
Outbound clicks to the official LendingPad URL (https://prod.lendingpad.com/reliant-mortgage-llc/bd0be368-3b3a-4f0b-b70c-2c225b434f5a/pos#/) trigger an analytical custom event (application_portal_opened). To maintain absolute data fidelity, an application is never marked as "submitted" until verified by Scott or Reliant Mortgage operations inside the POS system.