Loan application follow-up
When to use it
Section titled “When to use it”- You are a microfinance bank, a lending cooperative or an asset-financing business, and people apply by form or at a branch.
- Applications wait too long for a first call, and applicants don't know what happens next.
- A loan officer or committee decides by hand and you want every applicant told the same day.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A form people fill in | The Loan Application form and the Upload Documents form this playbook creates. Put the Application link on your website, WhatsApp status and branch QR code. Staff can also fill it in with the applicant at the counter. |
| A form your staff fill in | A staff-only Loan Decision form your officers or credit committee fill in for each applicant, matched by phone number. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Loan officers | Gets the call tasks and the document reviews. | Empty |
| Team | Branch managers | Hears about application calls not made in time. | Empty |
| Form | Loan Application | The loan application form, with ID and bank statement uploads. A hidden field moves the applicant to the applied stage. | Draft, not published |
| Form | Upload Documents | A short form for applicants to upload missing documents. A hidden field marks the stage as documents received. | Draft, not published |
| Form | Loan Decision | Staff-only form where officers record a decision. Matched to the applicant by phone. | Draft, not published |
| Segment | Applied, awaiting a decision | Applicants waiting for a first call or a decision. | Ready |
| Segment | Needs more information | Applicants who were asked for more information and haven't sent it. | Ready |
| Template | Application received (SMS) | Acknowledgement when an application comes in. | Ready |
| Template | Loan approved (SMS) | Message when an application is approved. Next steps, no amounts. | Ready |
| Template | Loan not approved (SMS) | Respectful message when an application can't be approved. No reasons. | Ready |
| Template | More information needed (SMS) | Message with the secure upload link when more information is needed. | Ready |
| Template | Documents received (SMS) | Acknowledgement when documents are uploaded. | Ready |
| Follow-up | Loan 1: new application | An application gets an acknowledgement and a call task for a loan officer, escalated to the branch manager if nobody calls. | Off |
| Follow-up | Loan 2: approved | Officers record "approved": the applicant gets the next-steps message. | Off |
| Follow-up | Loan 3: declined | Officers record "declined": the applicant gets a respectful message with no reasons. | Off |
| Follow-up | Loan 4: needs more information | Officers record "needs more information": the applicant gets the upload link, and an officer calls if nothing arrives. | Off |
| Follow-up | Loan 5: documents received | Uploaded documents get an acknowledgement and a review task for a loan officer. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your company? | none, must answer | org_name |
| 2 | Which team calls applicants and reviews applications? (can be one person) | Loan officers | loan_team |
| 3 | Who should hear if an application call isn't made in time? (for example the branch manager) | Branch managers | manager_team |
| 4 | What loan amount ranges should the application form offer? (write each with your currency) One range per line, for example "Up to 100,000" then "100,000 to 500,000". The form shows these as choices. | Smaller loan, Medium loan, Larger loan | amount_ranges |
| 5 | Which number should applicants call about their application? | ‹workspace phone› | lender_phone |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Hours a loan officer has to make a call | 24 | call_due_hours |
| Hours after which an unmade first call escalates | 48 | escalate_after_hours |
| Days to wait for documents before an officer calls | 3 | info_wait_days |
| Default phone country on the forms | ‹workspace country› | default_country |
| Greeting when a first name is missing | there | greeting_fallback |
Timings
Section titled “Timings”- A new application gets an SMS straight away, and a call task for Loan officers due in 24 hours, shared out in turn. If nobody has responded after 48 hours, it escalates to Branch managers.
- A decision recorded on the Loan Decision form sends the matching SMS straight away.
- Needs more information: the applicant gets the upload link straight away. If they have not uploaded anything 3 days later, a call task is created for Loan officers, due in 24 hours.
- New documents uploaded through the Upload Documents form get an SMS straight away and a review task for Loan officers.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| sms | Every message to applicants | An SMS provider, or Origamy managed SMS after business verification (KYC). |
What you need to do
Section titled “What you need to do”- Add your loan officers to the Loan officers team and managers to Branch managers (Settings → Collaborators → Teams). A task assigned to an empty team reaches nobody.
- Limit who can open submitted forms. The application holds ID and bank statement files: give access only to the staff who review applications, and check how long your data-protection rules let you keep them.
- Have officers or your credit committee fill in the Loan Decision form for every applicant as soon as a decision is made. It matches the applicant by phone number, so use the number on their application. The internal note is never sent, but keep it factual.
- Tell applicants, on the form and in your branch, that documents go only through the form and that you will never ask for a PIN, password or code by SMS, call or WhatsApp. No message in this playbook asks for one, and none shows an amount.
- Check the wording with your regulator's rules for lending advertising and customer notices. The playbook never gives reasons for a decline in a message.
- Publish the three forms, connect an SMS provider or finish business verification, switch the follow-ups on and test with your own phone and a fake application.
- Set your amount ranges with your currency when the playbook asks, for example “Up to 100,000” and “100,000 to 500,000”. Keep the ranges few so officers can read them at a glance.
- ID and bank statement uploads are personal and financial records. Give access only to officers who review applications, set a retention period, and tell applicants how their documents are used. In Nigeria that means the data protection law, in the UK and EU the GDPR, and your lending regulator’s rules on top.
- Many applicants will fill the form with an officer at the counter or on a call. That works: the officer types the answers in and the applicant gets the same messages.
- Use the same phone number everywhere. The Loan Decision and Upload Documents forms find the applicant by phone, so a different number creates a new person with no history.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
We're a microfinance company. Make a loan application form that collects the applicant's details, business type, a loan amount range, the purpose, and uploads of their ID and bank statement. Each application should send them a thank-you SMS and give our loan officers a task to call within a day, escalating to the branch manager after two days. When we record a decision as approved, declined or needs more information, text the applicant the right message; for needs more information, include a link to upload documents, and if nothing arrives in three days give an officer a task to call. Never ask for PINs or codes.
It passes when every piece is a valid draft and everything lands off, with at least: form, segment, workflow, message_template.