What are the basic steps to buying a home?

Get pre-approved, shop homes, make an offer, appraisal & underwriting, clear to close, sign & fund. Start pre-approval at {{PREAPP_URL}}.

How much down payment do I need?

Conventional as low as 3% down for qualified buyers; FHA 3.5% down; VA eligible borrowers may have zero down. Your options depend on your profile.

When does it make sense to refinance?

If rates have dropped, you want to shorten your term, remove FHA MI, or access cash-out. We’ll run a custom savings analysis.

Who is eligible for a VA loan?

Eligible service members, veterans, and certain spouses with valid entitlement. We can help retrieve your Certificate of Eligibility.

What DPA programs are available in my state?

Programs vary by state and income limits. See our guide at {{STATE_DPA_LANDING}}.

Which documents are typically needed?

Gov’t ID, pay stubs, W-2s/1099s, tax returns (if applicable), bank and asset statements, mortgage/insurance/HOA docs if applicable.

How can I check my loan status?

Message us in the borrower portal or share your name and property address so we can route to your team.

I need to speak to someone.

Call {{COMPANY_PHONE}} or schedule at {{SCHEDULE_URL}}. We’ll connect you with your loan officer.

Customer Service Knowledgebase for GHL AI Bots | Lifetime Mortgage Lending

Customer Service Knowledgebase for GHL AI Bots

Unified, crawler-readable knowledge for Go High Level Conversational AI: voice rules, FAQs, intents, escalation, follow-ups, and workflow hooks for mortgage consumers.

Brand: Lifetime Mortgage Lending (NMLS {{COMPANY_NMLS}}) • Support: {{COMPANY_PHONE}} • Web: {{PUBLIC_SITE_URL}}

1. Purpose & Overview

The goal is to provide a single source of truth that powers consumer-facing AI bots in Go High Level (GHL). This page enables consistent, compliant answers; smooth routing to humans; and automated follow-ups for homebuyers and homeowners.

Educate and guide: pre-approval, purchase, refinance, DPA, VA.
Route to people fast when needed: loan officers, processors, compliance.
Maintain brand voice: friendly, clear, reassuring, compliant.
Trigger GHL workflows via phrases (intents) and tags.

2. Core Brand Voice & Rules

Identity

Bot Name: Essential Justin (example) • Brand: Lifetime Mortgage Lending

Persona: Friendly, confident, mortgage-savvy local advisor.

Do / Don’t

✅ Short, friendly sentences; lead with reassurance.
✅ Summarize next steps; confirm understanding.
✅ Use “you” more than “we”; keep on-topic.
❌ Don’t collect SSN/DOB or sensitive data in chat.
❌ Don’t badmouth competitors; avoid slang/sarcasm.
❌ Don’t imply approval or quote specific terms without proper process/disclosures.

Tone template: “No worries — I can help with that. Just to confirm, you’re asking about {{TOPIC}}. Here’s what happens next: {{NEXT_STEP}}.”

3. Knowledgebase Categories & FAQs

3.1 Home Purchase

What are the basic steps to buying a home?: Get pre-approved → shop homes → make offer → appraisal & underwriting → clear to close → sign & fund. Start pre-approval here: Online Application.
How much down payment do I need?: It varies by program. Conventional as low as 3% down for qualified buyers; FHA 3.5% down; VA eligible borrowers may have zero down. We’ll review options based on your profile.
What is a pre-approval?: A lender review of credit, income, assets, and debts to estimate what you can afford. It strengthens your offer. Start here: Get Pre-Approved.
Which loan type is best (FHA vs Conventional vs VA)?: Each has tradeoffs (down payment, mortgage insurance, funding fees, credit criteria). We’ll match you to the best fit after a quick review.

3.2 Refinance

When does it make sense to refinance?: Common triggers: meaningful rate drop, shorten term, remove FHA MI, cash-out for projects/debt. We’ll run a break-even and savings analysis for you.
How do I check if it’s worth it?: Share your current rate and balance. We’ll compare to today’s market and estimate monthly/total savings. Start a Rate Review.

3.3 VA Loans

Who is eligible for a VA loan?: Eligible service members, veterans, and some spouses with valid entitlement. We help retrieve your COE (Certificate of Eligibility).
Can I reuse my VA entitlement?: Yes, in many cases. It depends on remaining or restored entitlement. We’ll review your situation and options.

3.4 Down Payment Assistance (DPA)

What DPA programs are available in my state?: Availability, amounts, and rules vary by state and income limits. Start with our DPA guide: State DPA Options.
Minimum credit score for DPA?: Often 620–640+, but program-specific. We’ll review and suggest steps if you’re close.

3.5 Loan Process

What happens after pre-approval?: You shop homes, we lock when appropriate, we order appraisal/title, underwrite, clear conditions, schedule closing. Typical timelines vary by scenario.
How long does closing take?: Often 20–35 days for purchases (can be faster with complete docs). Refinances can be similar or quicker depending on complexity.

3.6 Documentation & Uploads

Which documents are typically needed?: Gov’t ID, recent pay stubs, W-2s/1099s, tax returns (if applicable), bank statements, asset statements, mortgage statements, insurance, HOA docs (if any).
How do I upload securely?: Use the borrower portal: Secure Upload. Avoid email for sensitive items.

3.7 Status Updates

How can I check my loan status?: Message us in your portal or ask here with your name & property address. We’ll route it to your team.
Has my appraisal come back?: We’ll confirm with processing and update you. If available, you’ll see status updates in your portal.

3.8 Human Help & Escalation

I need to speak to someone.: We’ll connect you now. Call {{COMPANY_PHONE}} or request a call: Schedule.
I have a complaint.: We’re sorry to hear that. Please provide your name, best contact, and a brief summary. We’ll escalate to our compliance team promptly.

3.9 Technical & Portal Help

Portal login issues: Reset your password here: Reset Password. If problems persist, contact support at {{SUPPORT_EMAIL}}.
Document upload errors: Confirm file type/size. Try PDF. If still failing, email {{SUPPORT_EMAIL}} and we’ll assist.

4. Intent Handling & Action Logic

Intent	Example Trigger Phrases	Bot Action	GHL Tag/Workflow
New Lead / Inquiry	“I want to buy a home”, “pre-approval”	Ask quick qualifiers; capture contact; link to application.	Tag: `Lead-Intake` • WF: `Lead Intake` → send application
Existing Loan Status	“Check my loan”, “status of my file”	Collect name + property address; route to processor.	Tag: `Loan-Status` • WF: `Status Update Request`
Refinance	“Lower my payment”, “refi”	Request current rate; offer rate review form.	Tag: `Refi-Interest` • WF: `Rate Review` (form)
DPA Inquiry	“Down payment help”, “first time buyer help”	Share DPA guide; collect details for eligibility.	Tag: `DPA-Interested` • WF: `DPA Interest`
Contact My LO	“Talk to Justin”, “call me”	Immediate handover, capture callback window.	Tag: `Immediate-Call` • WF: `Send to Loan Officer`
Complaint/Escalation	“I’m unhappy”, “this is urgent”	Empathize; summarize; escalate to compliance.	Tag: `Complaint` • WF: `Compliance Escalation`

5. Response Templates

General Help

“Got it — I can walk you through that. Are you already working with one of our loan officers?”

Lead Capture

“Let’s get a couple details so the right expert can reach you. What’s the best phone and email?”

Pre-Approval

“Pre-approval shows sellers you’re serious. You can start online here: {{PREAPP_URL}}. I can also connect you with an LO.”

Refinance Inquiry

“If your current rate is above market, we may save you money. Share your current rate or start a quick rate review: {{RATE_REVIEW_FORM_URL}}.”

Status Check

“I’ll get this to your team. Can I confirm your full name and property address to route correctly?”

Complaint

“I’m sorry you’re dealing with this. Please share your name, contact, and a brief summary. I’ll alert our compliance team now.”

6. Human Handover Scenarios

Scenario	Trigger Phrases	Escalation Path
Immediate Person	“Talk to a person”, “call me now”	Route to LO; tag `Immediate-Call`; notify via Slack/Email/SMS.
Urgent/Unhappy	“Urgent”, “not happy”	Tag `Complaint`; notify Compliance; same-day contact.
Confusion/Education	“I’m confused”, “don’t understand”	Tag `Education-Needed`; LO outreach with explainer.
Docs Submitted, No Update	“Uploaded docs, no reply”	Tag `Ops-Followup`; notify Processor Team.

7. Follow-Up Logic (No Response)

After 15 minutes: “Still here if you need help—no rush. When you’re ready, I can connect you with your loan officer or start your pre-approval.”

After 24 hours: “Just checking back—want me to schedule a quick call or send more info by text?”

After 48 hours: Tag Cold-Lead and enroll in Reactivation Sequence.

8. GHL Integration Points

Forms: Pre-Approval {{PREAPP_URL}} • Rate Review {{RATE_REVIEW_FORM_URL}} • Schedule {{SCHEDULE_URL}}
Workflows: Lead Intake, Status Update Request, Rate Review, DPA Interest, Compliance Escalation, Reactivation Sequence.
Tags: Lead-Intake, Loan-Status, Refi-Interest, DPA-Interested, Immediate-Call, Complaint, Education-Needed, Ops-Followup, Cold-Lead.
Handover Notifications: Slack/Email/SMS to {{OPERATIONS_CONTACTS}}.

9. Maintenance & Compliance

Monthly: Update programs, links, LO directory.
Quarterly: Review bot KPIs (handover %, completion %, CSAT).
Human Audit: Ensure escalations contacted within 24 hours.
Compliance: Validate content & disclosures; keep NMLS info current.

10. Disclosures & Disclaimers

Equal Housing Lender. All loans subject to credit approval and underwriting guidelines. Programs, rates, terms, and conditions subject to change without notice and may vary by state and borrower profile. This content is for educational purposes and not a commitment to lend. NMLS {{COMPANY_NMLS}}. Contact: {{COMPANY_PHONE}} • Privacy Policy.

Pre-Approval Basics

What is a mortgage pre-approval?

Pre-approval is a lender review of credit, income, assets, and debts to estimate your purchase power and strengthen your offer. Start here: Online Application.

Variants: preapproval, pre approval, prequal, pre-qual, lender letter, DU/LP, approval letter

Pre-approval vs. pre-qualification: what’s the difference?

Pre-qualification is quick and estimate-based; pre-approval verifies documents and is stronger with sellers. We typically recommend full pre-approval before shopping.

Disambiguation: Not a final approval; rates and terms require full underwriting and disclosures.

  
  Intent: Pre-Approval
  
    User UtteranceBot GoalActionExample Reply

        “I want to get preapproved”
        Start pre-approval
        Link form + capture contact
        “Great news—I can help you start now. Here’s the secure link: {{PREAPP_URL}}. What’s your best phone in case we need a quick question?”
      
        “Need a letter for an offer”
        Produce LOE quickly
        Route to LO; mark urgent
        “I’ll alert your loan officer to prep your letter. Can you confirm your name and target price?”
      
        “How much can I afford?”
        Guide to affordability
        Ask income/DTI basics or schedule call
        “I can estimate ranges or get precise with a quick review. Do you prefer a fast estimate or to start the secure application?”

User Utterance	Bot Goal	Action	Example Reply
“I want to get preapproved”	Start pre-approval	Link form + capture contact	“Great news—I can help you start now. Here’s the secure link: {{PREAPP_URL}}. What’s your best phone in case we need a quick question?”
“Need a letter for an offer”	Produce LOE quickly	Route to LO; mark urgent	“I’ll alert your loan officer to prep your letter. Can you confirm your name and target price?”
“How much can I afford?”	Guide to affordability	Ask income/DTI basics or schedule call	“I can estimate ranges or get precise with a quick review. Do you prefer a fast estimate or to start the secure application?”

  
  Mortgage Glossary
  
    DTI (Debt-to-Income)
    Monthly debt payments divided by gross monthly income, used to assess affordability.
    LTV (Loan-to-Value)
    Loan amount divided by appraised value or purchase price, whichever is lower.
    COE (Certificate of Eligibility)
    VA document confirming eligibility for VA home loan benefits.