Revisit the refinance goal without inventing the outcome.
A borrower may want a different payment, access to equity, or a conversation about options. The assistant’s job is to understand the inquiry and coordinate the next step—not promise a rate, savings or approval.
Lead with the reason they asked
Two refinance inquiries can have very different motivations. One borrower wants to revisit a prior discussion, another is comparing lenders, and another has a new question about equity. Use available history to identify the stated reason for contact; do not assume that every borrower is simply waiting for rates to fall.
LoanWick supports context-aware follow-up through Bonzo. Specific interest rates, fees, breakeven calculations and financing recommendations must be verified through the appropriate officer workflow. A CRM note or an AI-generated sentence is not a current quote.
Handle the inquiry without overpromising
| Borrower intent | Useful follow-up | Avoid |
|---|---|---|
| Revisit a prior goal | Ask whether the goal or timing has changed | Assuming the earlier financial details are still current |
| Compare options | Offer to arrange an officer conversation | Declaring one lender or product universally better |
| Explore equity | Capture the stated purpose and requested next step | Promising eligibility, available cash or a payment |
| Ask about rates | Route a current pricing question for verified review | Treating a remembered or generated number as a quote |
This is a conversation framework, not financial guidance or a recommendation to refinance.
A fictional returning-inquiry conversation
Do not add a savings claim to make the reply more persuasive. Keep uncertainty visible and send the officer the borrower’s current question. If the person declines contact or a human is already handling the inquiry, honor the configured boundaries instead of pressing for another consultation.
Known contextThe borrower previously asked to discuss a refinance after a change in plans.
AssistantIs refinancing still something you want to explore, or has your goal changed?
BorrowerI mostly want to understand the options now.
AssistantWould you like to set up a call with your loan officer to go through them?
Evaluate refinance follow-up honestly
Scope the eligible records
Check ownership, prior conversation, stage permissions and contact preferences before follow-up.
Review rate-related instructions
Make sure unsupported quote or savings claims are not part of the assistant’s standing prompt.
Test changed goals
Use fictional cases involving a different objective, uncertain timing, and a pricing question.
Count completed next steps
Measure delivered replies and confirmed consultations separately from applications and funded loans.