This document provides a comprehensive reference for every button, tab, and feature in the Pipeline. It is intended for use by Intercom support agents and team leads.
Sections Covered
1. Toolbar — Top Bar Buttons
2. Second Row — Search Bar & Quick Filters
3. Pipeline Stages — Setup & Configuration
4. File Card Anatomy
5. Mass Actions
6. Pipeline Tabs (Active / Completed / Archived)
7. Stage Update Videos — Client Notifications
8. File Creation — How Files Enter the Pipeline
1. Toolbar — Top Bar Buttons
The toolbar runs across the top of the Pipeline page. Buttons are ordered left to right as described below.
Switch Pipeline
Location: Top-left corner of the toolbar.
Switches between different pipelines (e.g. Mortgage Pipeline vs. any others you have configured).
Kanban / List View Toggle
Location: Next to the Switch Pipeline button.
Kanban view: Files displayed in columns by stage — drag and drop between stages.
List view: All files shown in a flat, scrollable list format.
Zoom In / Out
Location: Next to the view toggle.
Makes file cards larger or smaller on the Kanban board.
Useful for dense pipelines with many files — zoom out to see more at once.
Filters Button
Location: Toolbar, after the zoom controls.
Opens a sidebar with all available filters. Clicking Filters again collapses the sidebar. Available filter options:
Search | Search by file name or other identifiers |
Stages | Filter by one or more pipeline stages |
Advisors | Filter by assigned advisor |
Priority | Filter by file priority level |
Document Status | Pending, approved, or rejected documents |
Property Type | Detached, semi-detached, townhouse, condo, apartment |
Deal Type | Purchase, refinance, renewal, switch |
Mortgage Amount | Set a minimum and/or maximum amount |
Lender | Filter by lender name |
Rate / Term / Amortization | Specific mortgage details |
Partners | Realtors, lawyers |
Closing Date | Filter by closing date range |
Subject to Financing Date | Filter by financing date |
File Created Date | Filter by when the file was created |
Pipeline Settings (Gear Icon)
Location: Toolbar, to the right of the Filters button.
Controls what is displayed on each file card and toggles visual status indicators.
Status indicator toggles:
Pending review — adds a blue halo to the file card when a document is pending your review.
14-day inactive — file card gets a yellow background if it has not moved stages in 14 days.
30-day inactive — file card gets a red background if it has not moved stages in 30 days.
Show conditions count — toggle icons that show how many conditions remain on the file.
Available fields to show on the file card:
Closing date Subject to financing date Mortgage amount Lender Property address Interest rate
Rate hold expiry Term Amortization Payment frequency Maturity date Home price
Down payment Deal type Mortgage type
Importer
Location: Toolbar, next to the gear icon.
Opens a module to drag and drop a CSV file.
Use this to bulk-import mortgage files from Velocity, FINMO, or another CRM platform.
Exporter
Location: Toolbar, next to the importer.
Exports the current pipeline files to a CSV file for external use or reporting.
Active / Completed / Archived Tabs
Location: Toolbar, center-right.
Three tabs that switch between the three pipeline views. See Section 6 for full details on each tab.
User Avatars + Star Default
Location: Far right side of the toolbar.
All team members appear as circular avatar icons.
Click an avatar to filter the pipeline to show only that person's files.
Click the star icon next to an avatar to set that person as your default view — the pipeline will always load filtered to that person when you return to the page.
To see all files: deselect the active avatar or select 'Everyone.'
2. Second Row — Search Bar & Quick Filters
Located directly below the main toolbar. Contains a search bar and a set of one-click quick filters.
Search Files Bar
Search across all files currently visible in the pipeline.
Searches by client name, loan code, or other file identifiers.
+ Add File Button
Opens a panel to bring a new file into the pipeline. Three options:
Pull from Velocity — paste a Velocity loan code and click Save.
Pull from FINMO — paste a FINMO loan code and click Save.
Create manually — enter a loan code, add contacts (primary and secondary), and fill in details directly in the system.
Note: In most cases, files are created automatically via webhook when a client submits a Velocity or FINMO application. Manual creation is typically only needed for edge cases.
Quick Filter Buttons
Overdue tasks | Shows files with tasks that are past their due date |
Docs review | Files that have documents pending your review |
AML review | Files flagged for AML review |
Subject to financing | Sort by financing date — soonest to latest, or latest to soonest |
Closing date | Sort by closing date or amount |
Name A–Z | Alphabetical sort by client name |
3. Pipeline Stages — Setup & Configuration
Pipeline stages represent each step in your client journey. They are fully customizable — you can add, remove, rename, reorder, and color-code them.
Where to Find Stage Settings
📍 Settings → Pipelines & Workflows → Pipeline Stages
How to Add a Stage
Click the purple Add Stage button.
Give the stage a name (displayed on the pipeline board).
Optionally add an internal description (for your team's reference only).
Choose a color for the stage column.
Configure visibility options (see below).
Drag stages in the list to reorder them.
Stage Configuration Options
Name | The label shown on the pipeline board column |
Internal description | Team-facing description — not shown to clients |
Color | Visual color for the stage column |
Hide from client portal | Prevents this stage from appearing in the client's status tab in their portal |
Educational video + description | Shown to clients in the portal to explain what this stage means |
Hide from specific users | Limits visibility so team members only see stages relevant to their role |
⚠ Critical: At least one stage must have the star (default) set. This determines which stage new files land in when created — whether from Velocity, FINMO, or manually. Without a default stage, new files will not appear in the pipeline.
4. File Card Anatomy
Each file in the pipeline is displayed as a card. The card is divided into rows, and what appears on each card depends on your pipeline settings.
Top Row — Transaction Type & Action Buttons
Displays the mortgage transaction type: Purchase, Refinance, Switch, HELOC, Inter Alia, Renewal, or Reverse.
Displays the mortgage class next to the type: Prime, Alternative, or Private.
Action buttons in the top row:
Mark as Complete (green checkmark) | Moves the file to the Completed tab and starts the renewal tracking timeline |
Archive File (trashcan icon) | Moves the file to the Archived tab — you can add an archive reason |
Body Fields (Configurable)
Shows any fields enabled in the pipeline settings gear icon.
Examples: Closing date, subject to financing date, mortgage amount, lender, property address, interest rate, and more.
Bottom Row — Compensation, Tasks, Docs, Conditions
Once compensation is added to a file, it appears at the bottom of the card.
Outstanding tasks, pending documents, and remaining conditions are also shown here as icons or counts.
Checkbox (Top-Left of Card)
Clicking the checkbox selects the file and activates the Mass Actions bar along the top of the screen.
Once one file is selected, a Select All button appears — use it to select all files in the current view.
Deselect All clears the selection.
Visual Status Indicators
Blue halo | A document on this file is pending your review (toggle in pipeline settings) |
Yellow background | The file has not moved stages in 14 days (toggle in pipeline settings) |
Red background | The file has not moved stages in 30 days (toggle in pipeline settings) |
5. Mass Actions
Mass actions let you perform bulk operations on multiple files at once. Select one or more files using the checkbox on each card, then choose an action from the bar that appears at the top of the screen.
How to Select Files
Click the checkbox in the top-left corner of any file card to select it.
Click Select All to select every file currently visible in the pipeline.
Click Deselect All to clear the selection.
Available Mass Actions (Active Tab)
Change stage | Move all selected files to a different pipeline stage |
Mark completed | Move all selected files to the Completed tab |
Action required | Add a banner to selected files (e.g. 'Submit to lender') |
Move to pipeline | Transfer selected files to a different pipeline |
Update type | Change the mortgage type (purchase, refinance, switch, etc.) |
Mark active | Restore files to active status |
Duplicate | Create a copy of the selected file(s) |
Mark as expired | Flag files as expired (e.g. paid out early) |
Unexpire | Reverse an expired status |
Assign advisor | Assign a new advisor to all selected files |
Assign owner | Assign a new owner to all selected files |
Assign realtor | Assign a realtor to all selected files |
Assign lawyer | Assign a lawyer to all selected files |
Pull from Velocity | Re-pull all selected files from Velocity to refresh data |
Pull from FINMO | Re-pull all selected files from FINMO to refresh data |
Archive | Move all selected files to the Archived tab |
6. Pipeline Tabs — Active, Completed, Archived
The three tabs in the toolbar give you separate views for files at different stages of their lifecycle. You do not need to remove a file from its current stage to archive or complete it.
Tab 1: Active
The default working view. Shows all files you are currently working on.
Key behaviors
Files arrive here automatically when a client fills out a Velocity or FINMO application (requires the platform to be connected via webhook).
To move a file between stages: drag and drop the file card to the desired stage column.
A pop-up may appear when you drop a file into a new stage, asking if you want to send the client a status update (only if stage update videos are configured for that stage — see Section 7).
Archiving a file from Active
Click the trashcan (archive) button on the file card.
A prompt will appear asking for an archive reason (optional — e.g. 'Lost on rate,' 'Lost to competitor,' 'Client ghosted').
The file moves to the Archived tab. It stays in whichever stage it was in when archived.
Tab 2: Archived
A holding area for files that are no longer being actively worked on, but are not permanently deleted.
Key behaviors
The file stays in the same stage it was in when archived — this is intentional, so you know where you left off if the client returns.
The Mark as Complete button is replaced by a Recover button in this tab.
Click Recover to move the file back to the Active tab at any time.
Permanently deleting a file
Go into the Archived tab and delete the file from within that tab.
⚠ Permanent deletion cannot be undone. Only delete if you are certain the file will never be needed again.
Tab 3: Completed
Files are moved here by clicking the Mark as Complete button (green checkmark) on the active file card. This tab works differently from Active and Archived — it is a renewal tracker, not a stage pipeline.
How the renewal tracker works
Files are displayed in timeline columns based on how many months remain until mortgage maturity.
Files move along the timeline automatically as the maturity date approaches — no manual action required.
Once a file passes its maturity date, it moves automatically to the Expired column.
If a mortgage is paid out early (e.g. through a refinance), you can manually mark it as expired: select the file, open mass actions, and click Mark as Expired.
Address update prompt
When you click Mark as Complete, a pop-up appears asking if you want to update the client's address to the new subject property address.
Important for future renewal outreach, birthday gifts, or any mailings — the application address may be their old address, not where they now live.
If the file is for a rental property, you may choose to skip the update.
Click Update to save the new address, or Skip to leave the existing address unchanged.
7. Stage Update Videos — Client Notifications
Stage update videos allow you to automatically prompt your team to send a message and/or video to the client whenever a file moves to a specific stage. This keeps clients informed of their progress without any extra manual steps.
Where to Configure
📍 Settings → Pipelines & Workflows → Stage Update Videos
Click the dropdown for any stage.
Add a message (the text that will be sent or shown to the client).
Optionally add a video URL (e.g. a Loom or YouTube link).
Click Save.
How It Works
When you drag a file card into a stage that has an update video configured, a pop-up appears.
The pop-up asks: 'Notify client of status change?'
If you click Yes, the configured message and video are sent to the client explaining what this stage means.
If you click No, the file moves to the stage but no notification is sent.
Team Video Settings
Admin videos only | All files — regardless of owner — use the team lead's message and video. Best for consistent, branded communication. |
Individual videos | Each advisor/broker can configure their own message and video. The pop-up uses the video from whoever owns the file. |
Disable altogether | Turns off client notifications entirely. Files still move between stages normally, but no prompt appears. |
8. File Creation — How Files Enter the Pipeline
There are four ways a mortgage file can appear in your pipeline.
1. Automatic via Webhook (Most Common)
When a client fills out an application through Velocity or FINMO, the file is created automatically and lands in the default pipeline stage.
Requires Velocity or FINMO to be connected to the platform.
See the 'How to Connect Velocity' or 'How to Connect FINMO' video guides for setup instructions.
No manual action required once the integration is active.
2. Manual Pull by Loan Code
Use this when you need to pull over a specific file that was not automatically created.
Click + Add File in the second toolbar row.
Select Velocity or FINMO.
Paste the loan code and click Save.
3. Create Manually in the System
Use this for files that do not exist in Velocity or FINMO yet.
Click + Add File.
Enter the loan code, add the primary contact, add a secondary contact if applicable, and fill in remaining details.
You can also send the client an application link directly from this screen — choose from the built-in application, Velocity's application, or FINMO's application.
4. Bulk Import via CSV
Use this to migrate a large number of files from another CRM or spreadsheet.
Click the importer icon in the main toolbar (next to the gear icon).
Drag and drop a formatted CSV file into the upload area.
All files in the CSV will be imported and placed into the pipeline.
Tip: If you are switching from another CRM, export your existing files as a CSV and use the importer to bring them all in at once rather than creating them one by one.
Quick Reference — Where Is That Button?
Button / Feature | Location | What it does |
Switch Pipeline | Toolbar — far left | Switch between pipelines |
Kanban / List toggle | Toolbar — second from left | Toggle view format |
Zoom controls | Toolbar — third area | Resize file cards |
Filters | Toolbar | Open filter sidebar |
Gear icon (Pipeline settings) | Toolbar | Configure card fields & status colors |
Importer | Toolbar, next to gear | Upload CSV to bulk import files |
Exporter | Toolbar, next to importer | Download pipeline as CSV |
Active / Completed / Archived | Toolbar, center-right | Switch pipeline views |
User avatars + star | Toolbar — far right | Filter by team member / set default |
Search bar | Second row, left | Search files by name or loan code |
+ Add File | Second row | Pull or create a new file |
Quick filters | Second row, right | One-click filters for common views |
Checkbox (file card) | Top-left of each card | Select file for mass actions |
Mark as Complete (checkmark) | Top-right of each card | Move file to Completed tab |
Archive (trashcan) | Top-right of each card | Move file to Archived tab |
Recover (archived tab only) | Top-right of archived card | Restore file to Active tab |
Add Stage button | Settings → Pipeline Stages | Create a new pipeline stage |
Stage Update Videos | Settings → Pipeline Stages | Configure client notifications per stage |