Question 1: How do I create a mortgage file?
Answer: You can create it manually from the Pipeline page or it will automatically create when a Velocity or Finmo application is submitted if the webhook is configured properly.
Question 2: Why didn’t my file automatically sync with Velocity or Finmo?
Answer: There are two components: the webhook creates the file automatically and the API key pulls updated file data. If the file did not auto-create, the webhook is likely misconfigured. Make sure the webhook in Velocity or Finmo matches exactly what is inside Broky and ensure both webhook trigger options are selected in the origination platform.
Question 3: How do I mass import files into the pipeline?
Answer: Export a CSV from Velocity or Finmo with loan code, client name, and email. Import into Broky, select all files, and use Mass Pull to fetch mortgage details. You can also map note title and note content during import to preserve historical notes.
Question 4: What’s the difference between Active, Completed, and Archived files?
Answer: Active files are currently being worked on. Completed files are funded or finished deals and automatically move into renewal tracking. Archived files are dead or long-term inactive deals that can be restored anytime and keep their original pipeline stage.
Question 5: Can I create multiple pipelines such as purchase versus refinance?
Answer: Yes. Go to Settings, then Pipeline, then Create New Pipeline. You can create separate refinance pipelines and switch a file between pipelines at the top of the file view.
Question 6: Why isn’t my stage update email sending?
Answer: Your Gmail or Outlook integration is likely not connected properly. Disconnect and reconnect your email and ensure all permissions are granted.
Question 7: How do I hide a stage from the client portal?
Answer: Go to Settings, then Portal Settings, edit the stage, and toggle Hide from Client Portal.
Question 8: How do I move multiple files to another stage at once?
Answer: Use the checkboxes on the file cards, select multiple files, then click Change Stage in the mass actions.
Question 9: Why isn’t the Subject to Financing date syncing?
Answer: Velocity’s API does not provide this data. It is not a Broky issue.
Question 10: How do I properly mark a file as complete?
Answer: Click Complete inside the file, use the mass action from the pipeline, or click the green check icon on the file card. When marked complete, it moves to renewal tracking and you will be prompted to update the client address.
Question 11: How do I request documents from clients?
Answer: Go to Mortgage File, then Documents, then Create Document Request. Then click Document Reminder to send the email. Creating the request alone does not send an email.
Question 12: What’s the difference between Document Templates and Document Batches?
Answer: A template is a single request such as a pay stub. A batch is a group of templates such as employment documents that include T4, pay stub, and letter of employment.
Question 13: Why are updated documents showing in orange?
Answer: Orange means the document is pending review. You must approve, reject, or rename the document.
Question 14: How do I approve or reject documents?
Answer: Use the approve checkmark or the reject option. Rejecting requires a reason note.
Question 15: How do I auto-create document requests from conditions?
Answer: Inside the Conditions tab, click Add to Document Request. This links condition tracking properly.
Question 16: Why didn’t my condition change from Needs Attention to Received?
Answer: The document request was not created from the condition itself. It must be generated from the Conditions tab to track properly.
Question 17: How do I export compliance documents?
Answer: Go to Compliance Tab, then Prepare Compliance. You can drag and reorder, compress, merge, or export as a ZIP file. Velocity has a 10MB limit.
Question 18: How do I send automatic document reminders?
Answer: Go to Documents, then Auto Reminders, and set the reminder frequency.
Question 19: How do I attach existing documents to an email?
Answer: Every email module includes an attachment section on the left side.
Question 20: Why isn’t my automation firing?
Answer: Common reasons include selecting the wrong trigger, incorrect stage configuration, or not activating the workflow. Check Automations, then Executions, then Success Rate.
Question 21: Can I use multiple triggers in one workflow?
Answer: It is not recommended. Best practice is one trigger with multiple actions and delays if needed.
Question 22: How do I create a task automatically when a file is created?
Answer: Use the trigger New Mortgage File Created and set the action to Create Task.
Question 23: How do I send an email when a stage changes?
Answer: Use the trigger Pipeline Stage Change and set the action to Send Email.
Question 24: What’s the difference between a trigger and an action?
Answer: A trigger is what starts the workflow. An action is what happens after the trigger.
Question 25: How do I delay an automation?
Answer: Insert a Delay between the trigger and the action in the workflow configuration.
Question 26: Can I trigger something before a birthday or maturity date?
Answer: Yes. Use a negative offset such as minus ten days to trigger before the date and positive days to trigger after.
Question 27: How do I test automations?
Answer: Use a test contact, set short time delays, and review the execution count.
Question 28: Where do I see automation failures?
Answer: Go to Automations, then Workflow, then Execution Log.
Question 29: Why did an automation execute multiple times?
Answer: Duplicate workflows likely exist.
Question 30: What’s the difference between the Simple Email Builder and Build From Scratch?
Answer: The Simple Email Builder looks exactly like Gmail or Outlook and is best for daily operational emails. Build From Scratch is newsletter style, centered, more visual, and better for marketing emails.
Question 31: Why does my email formatting look strange?
Answer: It should not look strange. Send test emails and confirm it matches Gmail or Outlook. If formatting looks wrong, contact support.
Question 32: Do email variables work?
Answer: Yes. They work in subject lines, body content, and most email modules.
Question 33: Why isn’t my Gmail connected properly?
Answer: You must approve all permissions during connection. Disconnect and reconnect if needed.
Question 34: Why doesn’t the calendar check for conflicts?
Answer: Two-way Google and Outlook sync is not live yet and is on the roadmap.
Question 35: Can I auto-assign a lead stage when someone books?
Answer: Yes. Configure this in Booking Settings under the Protection tab.
Question 36: Can I auto-generate Zoom or Google Meet links?
Answer: Not yet. Zoom, Google Meet, and Microsoft Teams integrations are planned.
Question 37: Where do booking form responses go?
Answer: They create a note, create a task, and add an event to the calendar.
Question 38: How do I calculate IRD penalties?
Answer: Go to Portfolio, then Completed, then click the Calculator icon. Enter the posted rate and discount and the system calculates IRD.
Question 39: How do I export my portfolio?
Answer: Go to Portfolio, apply filters, then click Export CSV.
Question 40: How do I find upcoming renewals?
Answer: Go to Portfolio, then Completed, sort by Months Remaining, or use Analytics and filter Maturities.
Question 41: Do you have a central inbox?
Answer: Not yet. A central inbox, file inbox, and contact inbox are planned.
Question 42: Is SMS integrated?
Answer: Not yet. Twilio integration is planned.
Question 43: Is Instagram or WhatsApp integrated?
Answer: Not yet. It is planned within the communication architecture.
Question 44: Is Google Calendar two-way sync live?
Answer: Not yet. It is in the roadmap.
Question 45: Is there a mobile app?
Answer: It is planned. iOS and Android apps are in development roadmap.
Question 46: What happens when I delete a lead permanently?
Answer: It deletes the contact from the system.
Question 47: Can I restore archived contacts?
Answer: Yes. Go to Contacts, then Archive, then Restore Contact.
Question 48: How do I hide sidebar items?
Answer: Go to Settings, then Profile, then Sidebar Layout, and use the eye icon.
Question 49: How do I rearrange mortgage file tabs?
Answer: Go to Settings, then Mortgage File Tabs, and drag and drop.
Question 50: Where do I manage permissions?
Answer: Go to Settings, then Team, then Permissions.