Custom follow-up email templates, and Third Party Recipient-specific follow-up email language

Date Available: Available now, opt-in

Which customers are impacted?: All customers using follow-ups on our Lending platform.

How to turn on: This will not be automatically enabled for our customers. It will be available beginning on the dates listed above. If you’d like to take advantage of this functionality, please email support@blend.com.

Purpose of Update and Benefit:

This feature will allow individual lender users to create custom follow-up email templates that they can send to borrowers when issuing a follow-up on a loan. There is no limit to the number of custom follow-up email templates that a lender user can create. Additionally, when Third Party Recipients (TPRs) are selected as recipients of the email, the language of the email will adjust to reflect language that is more appropriate for TPRs.

Current Behavior:

Currently it’s not possible to create custom email templates for follow-ups in Blend. Email verbiage is the same by default between borrowers and TPRs. 

New Behavior:

When enabled, lender users will be able to create new email templates that can be sent to borrowers when they issue follow-ups. 

Creating new email templates

Lender users will see a new “Email templates” menu on the “Follow-ups” page (Your settings -> Account -> Follow-ups). 

To add a new follow-up email template, click on the “+ Add” button above that section. A new modal will appear that will allow lender users to craft a new email template.

Loan team members can make the new template the default template by clicking the “Yes” radio button before clicking “Save.” This will make it so that the selected template will be used by default when the user orders manual follow-ups in the future. 

Currently, rich text/WYSIWYG formatting is not possible for these email templates, and the only variables that can be added are [RECIPIENT-NAME] and [FOLLOWUPS-LIST]. It is also not possible to see a preview of these custom follow-up email templates outside of this modal. 

Click “Save” to save the template. The new template will appear in the list of Email templates. 

To edit an existing email template, click on the “Edit” button on the far right. Click “Save” to save your changes to the existing template. 

To delete an existing template, click on the icon with three dots. Click “Delete,” and then confirm the action on the next pop-up.

Custom follow-up email templates cannot be shared between lender users. 

Using email templates when sending follow-ups

To use an existing email template when sending follow-ups, click on the dropdown menu in the “Review follow-up requests” page and select the email template from the dropdown. 

Clicking “Edit email templates” from the dropdown will take you back to the Follow-ups page where existing email templates are housed. Lender users may further edit the text of their email in the Review email modal, however edits made here will not be saved to the template and will only be visible in the email sent to the borrower(s). 

TPR-specific follow-up email language

When loan teams issue a follow-up and choose to send the request to TPRs in addition to borrowers, they will see the pre-filled copy for the TPR(s) in the Review follow-ups request page is slightly different from the copy meant for borrower(s).

The default language in the email meant for the borrower(s) will reference that they need to provide more information to proceed with the application.

The TPR-specific email is accessible through the tab at the top of the text box. The default language will mention that the borrower needs to provide more information. 

As usual, loan teams can tweak the language of both emails within the text box before sending the email and posting the follow-up.

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