Settings to use
Open Settings, Agent tab. Set Industry to Custom and Personality to Professional: polite and efficient, no filler. Mortgage leads want a straight answer, and professional reads as credible.
None of the built-in industries is mortgage. With Custom, the setter treats your questions and playbook as the source of truth, and on anything they do not cover it says it will check with the team instead of guessing.
Add one line to System prompt override, which is added to the setter's instructions for your workspace: Never quote a rate, a payment or whether they qualify. A licensed loan officer does that on the call.
Qualification questions
Paste these into Qualification questions, one per line. The setter asks one of these per conversation, the one it needs to book, then offers two times. A money question always comes last.
- Are you looking to purchase or refinance?
- What's your timeline to close?
- Which area are you buying in?
- Are you working with a real estate agent already?
Objection playbook
Paste these into Objection playbook and replace anything in square brackets. On a real objection the setter first asks one short question to find the actual reason, once per conversation. The next turn it answers from your entry in one sentence and offers two times again.
- Rate: A licensed loan officer pulls real numbers on the call. I can't quote a rate by text.
- Payment: Your payment depends on rate, term and loan amount. The call is where it's worked out.
- Do I qualify: That's a call conversation with a loan officer, not something answered by text.
- Shopping around: The call gets you real numbers to compare.
- Which lenders: [Your lenders, or: We work with several lenders, and the loan officer compares them on the call].
A sample thread
What a booked thread looks like with these settings. Each setter line goes out as its own text.
- Lead: need to know what rate I can get, looking to refinance
- Setter: A licensed loan officer pulls your real rate on the call
- Setter: What's your timeline to close?
- Lead: within the next 2 months
- Setter: Enough time to compare. Tue 2pm or Thu 11am?
- Lead: what would my payment be roughly
- Setter: Payment depends on rate, term and loan amount, the call is where it's worked out
- Setter: Tue 2pm or Thu 11am?
- Lead: tue
- Setter: Tue 2pm, locked in
- Setter: Who do I put it under?
- Lead: Marcus
- Setter: Thanks Marcus. What's a good email to shoot the invite to?
- Lead: marcus@example.com
- Setter: I'll send the invite there. See you Tue
What to leave out
Three things to keep out of your questions and playbook.
- Rates, payments or approval odds. The setter never quotes these, so a playbook entry that tries only confuses it.
- Income, savings, debt or credit score. The setter never asks these, even if you write them into your questions.
- Eligibility rules you have not written down. A question your playbook does not settle gets handed to your team.
Questions people ask
- Which Industry should a mortgage broker pick?
- Custom. None of the built-in industries is mortgage. With Custom, your questions and playbook are the source of truth, and the setter checks with your team on anything they do not cover.
- Will the setter quote a rate or say whether a lead qualifies?
- No. With the one-line instruction in System prompt override it will not quote a rate, a payment or an eligibility answer. A licensed loan officer does both on the call.