Lead Notes and Communication

The Ascent platform provides two primary tools for tracking communication and context within a Lead: Notes and Requests. These tools serve different purposes. Notes are internal-only, while Requests involve direct interaction with the borrower. Both are essential for managing applications effectively and transparently.

Internal Communication: Lead Notes

Notes are used to capture internal observations, decisions, or relevant updates related to a Lead. Notes are:

• Visible only to staff at the financial institution • Timestamped and include the author’s name • Read-only once submitted (cannot be edited or deleted)

Notes are commonly used to document why a decision was made, log the outcome of a phone call, or pass context between colleagues when a Lead is reassigned.

Notes do not notify the borrower and have no impact on the applicant’s experience. They are intended to serve as an internal communication and audit trail.

External Communication: Requests

Requests are used when additional information or documents are needed from the borrower. A Request can be created at any point in the application lifecycle and allows staff to specify exactly what is being asked for.

Each Request typically includes:

• A short title • A description of what is needed • An optional file upload prompt

When a Request is created, the borrower is notified and sees the Request in their Ascent portal. They can then upload files or respond with the required information. Once completed, the Request is marked as complete and remains attached to the Lead.

Requests are part of the formal record of communication between the institution and the borrower.

Best Practices

• Use Notes to maintain a complete internal record of decisions and progress • Use Requests to structure any borrower-facing communication • Do not use Notes as a substitute for Requests when action is needed from the applicant • Both Notes and Requests are visible from the Lead detail view