March 6, 2026

RU Support Hour: March 6th, 2026

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Summary

Account setup and deployment strategies dominated the discussion, with a focus on CRM integration and troubleshooting email performance issues.

Account Review and Deployments
Scott Munds' account was reviewed with active segments set for bi-weekly deployments, confirmed to have occurred during the first week. The importance of consistent communication was emphasized, given the high lifetime value of customers with differing buying cycles.

CRM Integration and Tagging
A commitment was made to connect Scott Munds' CRM to the platform for automatic segment population via CRM tags. Roya Spain was advised to use a single 'Realtor' tag for all agent contacts to ensure proper synchronization from their CRM.

Email Performance and Customization
Ongoing issues with sending to Yahoo and Hotmail accounts due to tighter requirements were acknowledged, leading to a conservative sending approach to rebuild domain reputation. Users can manually adjust interest rate margins and customize the branding logo and header block in the email templates.

Details

Technology Challenges and Meeting Commencement: Alex Hernandez and Scott Munds started the meeting by discussing the challenges of keeping up with technology (00:00:00). Scott Munds confirmed their account was ready for review and was waiting until sometime in March for deployment (00:06:22).
Account Review and Segment Deployments for Scott Munds: Alex Hernandez reviewed Scott Munds' account, noting the active segments are Prospects, Realtors, and Clients, with 75 active leads in Prospects. Deployments are scheduled bi-weekly for Prospects and Realtors, with Prospects set for 3/18 and Realtors on the following Tuesday; Clients receive monthly deployments starting 3/19 (00:07:12).
Viewing Activity and Tracking Engagement: Alex Hernandez demonstrated how Scott Munds could view email activity in the "activity" tab, showing opens and clicks from individuals like Michael Wulmarmac. They explained that clicking on a contact allows viewing of their specific email activity, confirming email delivery and opens (00:08:20).
Strategy for Nurturing Leads and Lifetime Value: The discussion centered on the importance of consistent communication, as the goal is not to secure a loan from one email but to nurture contacts over time due to the differing buying cycles of each person (00:09:21). The lifetime value (LTV) of a customer is significant, emphasizing that the long-term goal is to be the remembered contact when a person is ready for a mortgage (00:10:10).
CRM Integration for Scott Munds: Scott Munds confirmed that their Customer Relationship Management (CRM) system was supposed to be connected to the platform. Alex Hernandez committed to reaching out to the CRM team that day to ensure the connection is established and will notify Scott Munds once completed (00:10:59) (00:20:09).
Automating Segment Population via CRM Tags: Alex Hernandez explained that once the CRM is connected, segments like Realtors can be automatically populated by associating a specific tag (e.g., "agents" or "realtor partners") in the CRM (00:10:59). Every time a new record with that tag is added to the CRM, it will automatically push that person to the corresponding segment in the platform (00:11:52) (00:20:56).
First Deployment Confirmation: Scott Munds was curious about how activity was being registered if no emails had gone out yet (00:11:52). Alex Hernandez confirmed that the first week of deployments had already occurred, which is why the segments were already re-clocked for two weeks from the current date (00:12:33).
Lead Validation Process: Alex Hernandez demonstrated the lead validation process, which ensures that every email address entered is valid before sending, protecting the user's domain reputation. This process, which takes a moment, validates each record against a 20-step protocol (00:13:29).
Email Response and Live Status: Scott Munds confirmed receiving Alex Hernandez’s test email, verifying that the system is live and working (00:14:24) (00:17:50). Any reply to the email will go directly back to Scott Munds' business email (00:14:24) (00:16:03).
Content Focus and Branding Customization: Alex Hernandez emphasized that the goal of the email content is to provide information people care about, which is interest rates, rather than inaccurate property values (00:16:03). They demonstrated how Scott Munds can update the template by changing the logo and the header block (00:17:04).
Future Template Customization and New Features: Alex Hernandez mentioned that the email template is evolving to allow users to customize their own newsletters, including the addition of text, photos, and soon video (00:19:16). New features such as non-Qualified Mortgage (nonQM), agent-specific templates, and SMS digest capabilities are also on the product roadmap (00:36:09) (00:37:56).
Inquiry on Bounced Emails from Ben Yost: Ben Yost reported having 29 bounced emails, despite recently cleaning out bounced accounts, and expressed confusion about why accounts that have been receiving emails for months are now bouncing (00:23:04). They were particularly interested in distinguishing between hard and soft bounces (00:26:07).
Yahoo and Hotmail Email Sending Challenges: Alex Hernandez confirmed an existing issue with sending to Yahoo and Hotmail accounts, noting that these email providers have tighter requirements and report information differently (00:27:02). The platform is not currently sending to "unknown" leads, which are often Yahoos and Hotmails, to maintain a conservative approach and rebuild domain reputation after infrastructure changes (00:28:41).
Roya Spain Account Setup and Segment Management: Alex Hernandez checked Roya Spain's account, confirmed the CRM was connected, but advised stopping email deployment until Roya Spain uploaded a headshot and finalized the template (00:32:17). Roya Spain confirmed they would complete the account setup over the weekend (00:33:05).
Segment Tagging Correction for Roya Spain: Roya Spain clarified that they were using different tags for each realtor (e.g., "realtor dash their name") instead of a single "Realtor" tag, which is why leads were not syncing (00:33:51). Steven Calabrese and Alex Hernandez advised Roya Spain to use a single "Realtor" tag for all agent contacts to ensure automatic synchronization from the CRM (00:34:35).
Lead Upload and Segmentation for David Yemenz: David Yemenz discussed re-uploading their leads and inquired about proper segmentation (00:40:35). Alex Hernandez recommended creating specific segments (e.g., Past Clients) to control the deployment frequency for different audiences, such as sending to past clients monthly instead of weekly (00:41:39).
Future Specialized Templates: David Yemenz inquired about specialized templates for investors, nonQM, and VA clients (00:45:11). Alex Hernandez confirmed that VA, Jumbo, and nonQM templates are being developed to allow users to target specific segments with relevant content like DSCR rates (00:46:03).
Issue with Manual Email Sending: David Yemenz reported being unable to manually send an email to a test lead, which Alex Hernandez identified as likely a temporary issue related to the email not being fully enabled during the creation process. Alex Hernandez confirmed that the manual sending feature is functional after testing it on their own account (00:46:59) (00:48:36).
Web Hook Functionality and Click Tracking Issues: Alex Hernandez explained that the webhook allows them to push data back to the CRM when a client hits a specific trigger, such as a rate alert, for follow-up (00:50:02). They acknowledged an ongoing, high-priority issue with certain email links, like the "Start now to get a quote" button, not working as intended (00:51:00).
Manually Triggering Campaigns: David Yemenz asked if they could manually trigger an email campaign for a segment, like agents, without waiting for the scheduled deployment (00:52:36). Alex Hernandez confirmed that the "push manually" feature allows users to trigger a segment's campaign on demand (00:55:32).
Rate Customization and Margin Control: Alex Hernandez clarified that the displayed rates are national averages pulled weekly, and users can manually adjust the margins to show slightly lower rates that align with their business model (00:56:21). Users set this margin once in the template editor, and it is not visible to the recipient (00:57:09).
Value Proposition and Availability: Alex Hernandez acknowledged the Mortgage Broker's limited time for watching all the videos, reinforcing that the service aims to eliminate the need for manually sending rates. Alex Hernandez expressed gratitude for the Mortgage Broker's presence and confirmed they are in the right place (00:59:11). Alex Hernandez also informed participants that there were about five minutes remaining before the meeting would shut down and wished them a good weekend, confirming their availability for follow-up questions (00:59:51).
Customization of Lead Name Fields: Scott Munds asked for clarification regarding the "hello lead name" field, wanting assurance that changing the word "hello" would not accidentally alter the function that inserts the lead's name. Alex Hernandez confirmed that the lead name field is locked in and will automatically insert the lead's first name, meaning they can safely change the bottom part of the message (00:59:11).
Mark Stillman's Late Arrival and Platform Affiliation: Mark Stillman joined the call late due to a time zone error (Pacific time) but Alex Hernandez offered to stay on a couple of minutes longer for them. Mark Stillman mentioned being currently with Devon and Hova but considering moving, noting that their current partner, L portal, is moving to a different platform soon. Alex Hernandez confirmed they are not yet working with L portal, but would welcome a contact to meet them (00:59:51).
Business Investment and Retargeting Strategy: Mark Stillman indicated that business has been slow recently and recognized the need to invest in their business without spending too much, appreciating that Alex Hernandez's services are not overly expensive. Mark Stillman inquired about the potential cost of retargeting with ads on Facebook, noting that they needed to pursue that strategy (00:59:51).

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