23 active journeys compiled from the Journey Summaries Canva folder, September 2026. Each card opens to the full cadence and journey-management detail — click "Full journey detail" to expand.
Customer Intelligence
Insight-Triggered Alerts
Fired automatically off Total Expert / Optimal Blue insight alerts — credit improvement, credit inquiry, equity, listing activity, and rate opportunity.
Audience
Clients declined for credit who've raised their score to 620+
Trigger
CI credit-improvement insight created; LO notified immediately
Goal
Work with client on purchase or refi at better terms
Full journey detail
1 3 days Good News! — options open up 2 +10 days Path to Home Ownership 3 +10 days New Possibilities 4 +10 days Let's Talk — start application 5 +10 days Dream Home is Calling
Off-ramps
Loan application received → removed, added to In Process Journey
Unsubscribe halts immediately, LO notified
Bounce: 2 attempts, LO has 3 days to fix contact info
On completion
Moves to Quarterly Lead Touchback
LO confirms Birthday/Holiday/Newsletter campaigns and eligible CI monitoring (Listing, Equity, Rate, Credit Watch)
Audience
Contacts who've had credit pulled by another lender
Trigger
Insight created; LO has 3 days to review before first send
Goal
Not yet defined in source (marked TBD)
Full journey detail
1 Immediately Shopping for a Mortgage? 2 +1 day Your Dream Home Awaits 3 +5 days Compare Notes? — invite a competing loan estimate
Off-ramps
Unsubscribe ends the email track immediately (LO notified; contact stays on phone-call task track)
Loan originated at any point → ends immediately, status → In Process
On completion
No application by end of journey → status changes to Cold Lead
Moves to Quarterly Lead Touchback; removed from Credit Watch
Audience
Contacts with an equity insight alert showing 20%+ equity
Trigger
Equity Watch insight created
Goal
Get contact to apply or reach out to discuss options
Full journey detail
1 3 days Alert Contact to Equity 2 +2 days Resource & Guidance 3 +2 days Ideal Time to Put Equity to Work 4 +2 days How Do You Want to Use Your Equity? 5 +2 days See Your Options 6 +3 days Opens Up Opportunity 7 +3 days Give Me 5 Minutes
Off-ramps
Unsubscribe → note added to contact; SMS/calls continue
Loan closed date <6 months ago → journey marked complete
Loan application received → moves to In Process
On completion
Moves to Quarterly Lead Touchback; confirm auto-campaigns and CI monitoring eligibility
Audience
Contacts who have listed their home for sale
Trigger
Assigned to group CI | Listing Insight; first email 2 days after LO's alert
Goal
Position LO as go-to resource for financing the next move
Full journey detail
1 Day 2 Here to Help 2 Day 4 What's Next 3 Day 6 Let Me Help 4 Day 9 What's Next? 5 Day 14 Here's How I Can Help
Off-ramps
Unsubscribe halts the email track immediately (stays on LO call-task track)
Loan started at any point → moves to In Process group
On completion
Added to Quarterly Lead Touchback, removed from this journey
CI | Rate Alert Up to 5 emails · 30 days (renews every 60 days)
View design →
Audience
Contacts with a current rate 1%+ above today's market (Optimal Blue)
Trigger
Rate-alert insight created in Total Expert
Goal
Not yet defined in source (marked TBD)
Full journey detail
1 +2 days Unlock Savings 2 +3 days What's the Scoop 3 +5 days Say Hello to Lower Rates 4 +7 days Your Mortgage, Your Way 5 +13 days Seize the Opportunity
Off-ramps
Unsubscribe halts email track (LO notified; stays on call-task track)
Loan started at any point → moves to In Process
On completion
Completes without a loan → moves to Quarterly Lead Touchback
In Process
Transaction Status Updates
Transactional milestone updates from contract through funding. Unsubscribes do not halt these — they're status notifications, not marketing.
In Process – Buyer's Agent Up to 10 emails · milestone-based
View design →
Audience
Buyer's agent on a purchase transaction
Trigger
Loan status changes to Under Contract
Goal
Keep the agent informed in real time (limited info shared)
Full journey detail
1 Contract Contract Received 2 Ordered Appraisal Ordered 3 Received Appraisal Received (no value shared) 4 Sent Sent to Underwriting 5 Initial Conditional Approval (no details) 6 CD Sent CD Out 7 CTC Clear to Close 8 Docs Out Docs Out 9 +1 week Post-Close Check-In & Review Request
Off-ramps
Journey begins when contract is logged in Encompass
Unsubscribes do NOT halt — all emails are transactional
Text-only; no video option
In Process – Listing Agent Up to 8 emails · milestone-based
View design →
Audience
Listing agent on a purchase transaction
Trigger
Loan status changes to Under Contract
Goal
Keep the agent informed in real time (limited info shared)
Full journey detail
1 Contract Contract Received 2 Ordered Appraisal Ordered 3 Received Appraisal Received (no value shared) 4 Sent Sent to Underwriting 5 CD Sent CD Out 6 CTC Clear to Close 7 Docs Out Docs Out 8 +1 week Post-Close Check-In & Review Request
Off-ramps
Journey begins when contract is logged in Encompass
Unsubscribes do NOT halt — all emails are transactional
Text-only; no video option
In Process – Purchase Borrower Up to 11 emails · milestone-based
View design →
Audience
Borrowers with a Purchase loan currently in process
Trigger
Loan status changes to Under Contract
Goal
Keep the borrower informed in real time
Full journey detail
1 Application Thank You for Applying 2 Processing Do's and Don'ts 3 Ordered Appraisal Ordered 4 Received Appraisal Received (no value shared) 5 Sent Underwriting Overview 6 Initial Conditional Approval (no details) 7 CD Sent CD Ready for Review 8 CTC Clear to Close & Next Steps 9 Docs Out Docs Sent to Title 10 +1 week Post-Close Check-In & Review Request
Off-ramps
Journey begins when contract is logged in Encompass
Unsubscribes do NOT halt — all emails are transactional
LO can choose no-video, default, or custom video per email
On completion
Moves to post-close event-driven journey (2 emails immediately, 1 at year anniversary)
Also enrolled in post-close calendar auto-campaign (monthly tips)
In Process – Refi Borrower Up to 11 emails · milestone-based
View design →
Audience
Borrowers with a Refinance loan currently in process
Trigger
Loan status changes to Application Received (full 6-piece app)
Goal
Keep the borrower informed in real time
Full journey detail
1 App received Exciting News: Application Is In 2 Processing Do's and Don'ts 3 Ordered Appraisal Ordered 4 Received Appraisal Received (no value shared) 5 Sent Underwriting Overview 6 Initial Conditional Approval (no details) 7 CD Sent CD Ready for Review 8 CTC Clear to Close & Next Steps 9 Docs Out Docs Sent to Title 10 +1 week Post-Close Check-In
Off-ramps
Journey begins when full application is logged in Encompass
Unsubscribes do NOT halt — all emails are transactional
LO can choose no-video, default, or custom video per email
On completion
Moves to post-close event-driven journey (2 emails immediately, 1 at year anniversary)
Also enrolled in post-close calendar auto-campaign (monthly tips)
Lead Nurture
Pipeline Nurture Journeys
Longer-form nurture tracks for leads at every stage — pre-approval, credit-building, refinance, HELOC, and post-consult follow-up.
After Consult – Not Pre-Approved Up to 7 emails · 12 months
View design →
Audience
Lead the LO has met with, not yet pre-approved
Trigger
Assigned to group manually or via another automation
Goal
Encourage the lead to get pre-approved
Full journey detail
1 30 days Post-Consult Check-In 2 +30 days Reaffirming Support 3 +30 days Gauge Interest 4 +30 days Pre-Approval Push 5 +60 days Reconnect Invite 6 +90 days Offer Advantage 7 +90 days Year Check-In
Off-ramps
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified, logged to activity feed
Loan originated (moves to processing) → journey halts
On completion
Moves to Quarterly Lead Touchback; confirm auto-campaigns and CI monitoring eligibility
After Consult – Preapproved & Looking (PAL) Up to 11 emails · 4 months
View design →
Audience
Pre-approved borrower still shopping for a home
Trigger
Assigned to group, or manually added
Goal
Stay top-of-mind with reassurance and encouragement while shopping
Full journey detail
1 5 days Congrats on Approval 2 +6 days Assistance Reminder 3 +5 days Debt Ratios Tip 4 +5 days Home Search Check-In 5 +10 days Here to Help 6 +10 days Approval Refresh 7 +10 days Gift Funds Tip 8 +15 days Checking on Changes 9 +15 days Referral Check-In 10 +15 days Don't Give Up! 11 +30 days Final Check-In
Off-ramps
LO notified on any email open; contact tagged "Engaged Contacts," journey continues
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Loan application received → moves to In Process
Removed from journey group → status set to complete
On completion
Moves to Buyer Long Term 12 Month journey; confirm auto-campaigns and CI monitoring eligibility
Journey – APM HELOC Lead Conversion 17 touchpoints (15 email + 2 SMS) · 150 days
View design →
Audience
Homeowners with equity who've expressed HELOC interest
Trigger
Manual add · clicked HELOC in another journey · CI Equity Insight with 40%+ equity
Goal
Encourage the borrower to apply for the APM HELOC program
Full journey detail
1 Immediately Introducing HELOC 2 +3 days SMS: Quick Nudge 3 +3 days Home Improvement 4 +6 days Debt Consolidation 5 +6 days Emergency Prep 6 +7 days Rate Comparison 7 +7 days Flexible Access 8 +3 days SMS: Flexibility 9 +5 days Tax-Deductible Interest 10 +10 days Education Funding 11 +10 days Vacation Funding 12 +15 days Investment Capital 13 +15 days Retirement Planning 14 +15 days Seasonal Expenses 15 +15 days Financial Safety Net 16 +15 days Reminder: Act Now 17 +15 days Final Reminder
Off-ramps
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Loan application received → moves to In Process
On completion
Waits 30 days after final email; no HELOC application → moves to Quarterly Lead Touchback
Confirm auto-campaigns and CI monitoring eligibility
Audience
Home sellers who want to buy before they sell
Trigger
Assigned to group Journey – Bridge to Buy
Goal
Give current homeowners options to buy before selling
Full journey detail
1 Immediately Introduce the Bridge Loan 2 +3 days Buy Before You Sell — options 3 +5 days Using a HELOC to Access Cash 4 +10 days Renting Out Current Home 5 +14 days Making a Contingent Offer 6 +14 days Seller PreLock
Source deck itemizes 6 email steps but states 7 total — the 7th isn't broken out individually in the design.
Off-ramps
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Loan application received → moves to In Process
On completion
No loan originated → moves to Quarterly Lead Touchback; confirm auto-campaigns and CI monitoring eligibility
Journey – Buyer Long Term (12 Month) Up to 11 emails · 12 months
View design →
Audience
Buyers 4–12 months out from purchasing
Trigger
Assigned to group, or manually added
Core positioning
Buying smart > buying fast; preparation creates leverage; financing should match life, not just rate
Full journey detail
1 Immediately Introduction 2 +3 days Getting Real Numbers 3 +6 days Being a Stronger Buyer 4 +11 days Building a Strategy 5 +14 days Check-In, Update Plan 6 +25 days Run the Numbers 7 +30 days Fine-Tune Financial Profile 8 +50 days When to Start the Process 9 +60 days Revisit the Plan 10 +60 days How Can I Help? 11 +70 days Start Pre-Approval
Off-ramps
Any email open notifies LO immediately (no notification if not opened)
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Loan application received → moves to In Process
On completion
No loan originated → moves to Quarterly Lead Touchback; confirm auto-campaigns and CI monitoring eligibility
Journey – Debt Consolidation Refi 5 emails · 4 weeks
View design →
Audience
Contacts who have equity and high debt
Trigger
Assigned to group, or manually added
Goal
Contact the LO for a mortgage review
Full journey detail
1 Immediately Introduction — We Have Answers 2 +7 days Let's Get Real About Debt 3 +7 days You Take Control 4 +7 days Getting Real 5 +7 days Financial Freedom
Off-ramps
Halts immediately if a loan is created
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
On completion
Contact removed from journey and group
Journey – Get Pre-Approved Long Term (Spanish) Up to 15 emails · 34 weeks
View design →
Audience
Spanish-speaking contacts needing to get pre-approved
Trigger
Assigned to group or journey
Goal
Engage homebuying prospects
Full journey detail
1 Day 7 Is Your Money Multi-Tasking? 2 +4 days What's Your Limit? 3 +6 days Do You Know the Difference? 4 +7 days I Saw It on the Internet, So… 5 +6 days Now or Later? 6 +5 days Who's More Comfortable? (owning vs. renting) 7 +15 days Choose — or Settle? 8 +15 days Filling in the Blanks 9 +14 days You Can Get More 10 +32 days Skip the Letdown 11 +30 days Not Sure? 12 +30 days Apples and Oranges 13 +30 days What's Out There? (credit report) 14 +30 days Controlled vs. In Control 15 +30 days Starting Somewhere — let's touch base
Off-ramps
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Full loan application (6 pieces) halts journey — live loan in process
Phone-call tasks queued after emails 2, 3, 7, 9, and 14
On completion
Removed from group, status set to "Failed" — LO reaches out and manually reassigns as needed
No auto-assign to further journeys, due to potential language barrier
Journey – Lead: First Time Homebuyer (APM) Up to 23 emails · 275 days
View design →
Audience
Renters and first-time homebuyers planning their first purchase
Trigger
Assigned to group Journey FTHB
Goal
Engage first-time homebuyers
Full journey detail (23 emails, condensed by phase)
1 Day 0–11 Welcome & pre-approval basics (2 emails) 2 Day 18–49 Credit score education & readiness checklist (4 emails) 3 Day 58–105 Affordability & real financing numbers (4 emails) 4 Day 120–180 Building wealth, rent vs. own (4 emails) 5 Day 197–214 Pride of ownership, readiness checklist (2 emails) 6 Day 235–275 Timing & re-engagement close-out (3 emails)
Off-ramps
Any email open notifies LO, journey continues
Unsubscribe halts immediately, LO notified
Loan originated at any point → halts immediately, status → Journey Success
On completion
No application by end → status "Lead Failed," moves to Quarterly Lead Touchback
Journey – Lead: Purchase, Current Homeowner Up to 25 emails · up to 12 months (dual-track)
View design →
Audience
Current homeowner interested in purchasing a new home
Trigger
Assigned to group Journey Lead Purchase Homeowner
Full journey detail (25 touchpoints, dual-track by engagement)
Track 1 = standard cadence; Track 2 = slower cadence for lower engagement. Opens at any point speed a contact back to Track 1. Engagement is re-checked after emails 6, 9, 15, and 21.
1 Day 0–14 Getting started, contact info, initial info check (3 emails) 2 Day 14–35 Market update, progress check, beyond the calculator (3 emails) 3 Day 35–70 Trusted guidance, don't miss out, personal check-in, status check (4 emails) 4 Day 70–120 Weighing options, real information, encouragement (3 emails) 5 Day 120–200 Quick asks, cut through noise, equity & market refreshes (5 emails) 6 Day 200–280 Needs vs. budget, simple check-ins, status updates (4 emails) 7 Day 280–365 Helpful tips, reassurance, final outreach (3 emails)
Off-ramps
LO notified on any open; journey continues
LO call tasks queued after emails 3, 6, and 12, and on opens between 10–15 / 15–21
No opens through email 6 → routes to slower Track 2 (any later opens speed back to Track 1)
Unsubscribe halts immediately, LO notified
Loan originated at any point → halts immediately, status → Journey Success, moves to Pre-Approved group
On completion
No application by end → status "Failed," moves to Quarterly Lead Touchback
Journey – Lead Purchase (Slow Cadence) 13 emails · 13 months
View design →
Audience
Purchase-intent contacts who are not pre-approved
Trigger
Manually assigned to the journey
Full journey detail (one email every 30 days)
1 Immediately Where to Start 2 +30 days 5-Star Ratings 3 +30 days 4 C's of Mortgages 4 +30 days Achieve More Net Worth 5 +30 days Turn Yourself Into a Buyer (pre-approval) 6 +30 days Down Payment Options 7 +30 days Using a Realtor 8 +30 days Credit Scores 9 +30 days Debt Ratios 10 +30 days The Value of Owning a Home 11 +30 days Choose or Settle? 12 +30 days Home Inspections 13 +30 days Important Things to Know (making an offer)
Off-ramps
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Loan application received → moves to In Process
On completion
Moves to Quarterly Lead Touchback; confirm auto-campaigns and CI monitoring eligibility
Journey – Lead: Purchase, Credit-Challenged 12 emails · ~54 weeks
View design →
Audience
Purchase opportunities who need to raise their credit score to qualify
Trigger
Manual assignment to group Journey – Credit Challenged
Goal
Help the client raise their credit score so they can purchase
Full journey detail
1 1 day Know Your Credit 2 +13 days Understanding Credit Scores 3 +21 days Reviewing Your Credit Report 4 +30 days Building a Budget 5 +30 days Managing Debt 6 +45 days Growing Your Savings 7 +45 days Exploring Alternative Financing 8 +45 days Expert Guidance 9 +45 days Staying Motivated 10 +45 days Down Payment Options 11 +30 days Celebrating Progress 12 +30 days Ready to Apply — Do's & Don'ts
Off-ramps
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Email opened → LO notified, contact tagged "Journey Warm," journey continues
Loan application received → moves to In Process
On completion
Moves to Quarterly Lead Touchback; confirm auto-campaigns and CI monitoring eligibility
Journey – Refinance, Long Term Up to 20 emails · 12 months (dual-track)
View design →
Audience
Past clients and prospects who may want to refinance
Trigger
Assigned to group Journey Refinance – Long Term
Goal
Nurture, educate, and prompt conversation (Apply Now on every email)
Full journey detail (20 emails, throttled by engagement checkpoints)
Engagement checked after emails 4, 8, 12, and 16. No opens slows the contact to Track 2 (or, after email 16's checkpoint, halts further sends until email 20); any open speeds back to Track 1.
1 Immediately Refi Readiness 2 +7 days PMI Removal 3 +8 days Rate Check 4 +4 days Mortgage Points 5 Checkpoint Plans Check-In 6 +21 days Debt Consolidation 7 +21 days HELOC Reset 8 +21 days Open Questions 9 Checkpoint Equity Options → Equity Uses → Life Changes → PMI Deep Dive 10 Checkpoint General Check-In → Refi Myths → Ongoing Support → Refi Prep 11 Checkpoint Home Fit → Silent Shifts → Standing Offer → Journey Close
Off-ramps
LO notified when emails are opened at checkpoints
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Loan application received → moves to In Process
On completion
Moves to Quarterly Lead Touchback; confirm auto-campaigns and CI monitoring eligibility
Audience
Contacts who may be looking to downsize or upsize
Trigger
Manually assigned to the journey
Goal
Apply now or contact the LO
Full journey detail
1 Immediately What's Your Next Move? 2 +5 days Upsizing 3 +5 days Downsizing 4 +5 days Feeling Stuck? (buy before you sell) 5 +5 days Right-Sizing 6 +5 days Start with a Conversation
Off-ramps
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
Loan application received → moves to In Process
On completion
Moves to Quarterly Lead Touchback; confirm auto-campaigns and CI monitoring eligibility
Cross-Sell
Ancillary Service Referral
Refers purchase borrowers to a partner service during the transaction.
Audience
Borrowers purchasing a home
Trigger
Auto-added 24 hours after the Loan Estimate (LE) is sent
Goal
Offer a free resource to help set up utilities ahead of the move
Full journey detail
1 Within 24h Introduction of Service 2 +3 days Reminder of Service 3 +3 days Final Reminder
Off-ramps
Opt-out via the "OneSource Opt-Out" group
Bounce: 2 attempts, LO has 3 days to fix contact info
Unsubscribe halts immediately, LO notified
On completion
Pushed to OneSource after email 3 — status "Lead Shared"
Books a call → status "Successful"; loan closes without booking → status "Unsuccessful"
Compiled from the Journey Summaries Canva folder and Total Expert journey list, September 2026.