The words we use

The durable person: a borrower, a policyholder, a buyer. One Contact can have many Leads and Applications over the years. Email or phone alone does not identify a Contact; the record is matched on identity.

One sales intent from one Contact: a new inquiry, a renewal, a referral. A returning customer gets a new Lead on the same Contact, with its own source, owner and clock, not a duplicate person.

A transaction in progress: a loan file, a quote or a policy in process. Botsplash mirrors its milestones from the LOS, POS or AMS, which stays the system of record for the transaction.

A CRM that acts inside rules a person set. It owns each Lead, routes it to an eligible owner, runs a clock on the first contact, escalates when the clock runs out, and lets an AI assistant prepare the next step while a named person approves.

A system that carries work forward (an owner, a clock, a next step and a record of what happened) rather than only storing records. Botsplash CRM is the system of action; the LOS or AMS stays the system of record.

The system that holds the authoritative version of a transaction or policy: the loan origination system, the point-of-sale system or the agency management system. Botsplash does not replace it.

Loan origination system: where a mortgage file lives from application to funding, such as Encompass. Botsplash reads milestones from it and leaves it authoritative.

Point-of-sale system: the borrower-facing application experience that feeds the LOS.

Agency management system: where an insurance agency keeps its policies and clients, such as Applied Epic, AMS360 or EZLynx. Botsplash turns its events into owned tasks and leaves it authoritative.

The time between a Lead arriving and the first contact by a person or an approved automated step. A leading indicator, not proof of revenue; Botsplash reports it by source and owner against your own baseline.

The service level on a Lead, set per source and stage on a business calendar, visible to the owner and the manager. Botsplash CRM shows it on every Lead row and in the queues.

Assignment that checks license, state, product and capacity before a Lead is offered, so an ineligible person never sees it. Then the rule: timed offers, queue and claim, or weighted distribution.

What happens on its own when a clock runs out or an offer is not accepted: the next eligible person, the queue or the manager, with the step on the record.

A work list the team pulls from: new and uncontacted, at SLA risk, working, nurture. A distribution rule puts a Lead in a queue; a person or a workflow takes it out.

A trigger, conditions and steps, written once and run every time: route a Lead, suppress a number in the dialer, hand a conversation to the owner, update the record, open a task. Versioned and testable with sample data.

Every action on a Lead, human or AI, with who, when and what changed, including assignments and reassignments. What an examiner, a manager or a new owner reads back.

Turning signals from your own book (a renewal, a rate opportunity, a past client) into owned Leads with a clock, rather than a campaign nobody owns.

The permissions a person has given for each channel, and the STOP that revokes them. Captured on the Contact, honored on every channel, with the quiet hours and rules your compliance team sets.

Botsplash Customer Engagement: the conversation side of the platform. SMS, web chat, voice, WhatsApp, Messenger and Instagram in one inbox, with ConvertAI, Voice AI, BookMe and ConnectMe where licensed, on the same record as the Lead.

The questions to ask any system that claims to act on its own: an eligible owner, a response clock, an escalation, an approved AI action, an audit record and a system of record left intact.