Send borrowers to an approved secure upload destination, identify the outstanding request in approved language, and keep received, under review and accepted as distinct states. Stop the old missing-document reminder when the file arrives. A later replacement request should come from the review result, not from automation guessing that the first upload was insufficient.
That separation makes the workflow easier for borrowers and staff. "We received your upload" is useful. "Your documents are approved" is a different statement that should not appear before the responsible reviewer has made that decision.
Define the request before drafting the message
For each requested item, establish:
- •The correct borrower and file, verified through the approved process.
- •The checklist item your team actually requires.
- •The approved portal or private upload destination.
- •Who reviews it and how a replacement is requested.
- •What status the messaging workflow may read.
- •When reminders should pause, stop or escalate.
- •Who owns retention, access and deletion policy.
Collect only what your business needs for its legitimate process. The FTC's business guidance emphasizes limiting collected information, restricting access and protecting information in transmission. Those principles are useful design checks, not proof that one software configuration satisfies every legal requirement for your business.
FTC guidance:
FTC Protecting Personal Information guide
Use a small set of honest statuses
Scroll sideways to compare all columns.| State | What it means | Appropriate next action |
|---|---|---|
| Requested | An approved item is outstanding | Send the approved upload path and bounded reminders |
| Received | A file arrived for the request | Stop the missing-item reminder; await review |
| Under review | A responsible person is checking it | Communicate that status without inventing a deadline |
| Accepted | The reviewer accepted this item | Close this request; do not imply loan approval |
| Replacement requested | The reviewer identified an allowed reason | Send a new, specific request through the approved path |
If the status feed is unavailable, do not treat silence as proof that a file is missing. Pause the uncertain request or route it for review under your operating policy.
Three messages your team can adapt
These are illustrative templates, not live messages or legal language. Replace bracketed fields only through your approved system, and have the responsible team approve the wording and destination.
Initial request
"Hi [first name], your team has requested [approved item name] for your application. Please use your secure upload link. Do not reply with account numbers, identifiers or document attachments. If you need help, contact [approved support route]."
Receipt
"We received your upload. It is waiting for your team's review. This message confirms receipt only; it does not confirm acceptance or a loan decision."
Replacement after review
"Your team reviewed the upload and requested a replacement because [approved borrower-safe reason]. Please use your secure upload link. Contact [approved support route] if you need help."
Keep sensitive contents and detailed internal review notes out of ordinary text and email. Do not paste a borrower's document information into a public API field to personalize a reminder.
Handle the awkward cases before launch
The borrower uploads while a reminder is queued. The workflow should check the current request state before sending. Test this timing case with fictional files rather than assuming a daily import catches it soon enough.
The borrower sends a file by text anyway. Do not forward it around the team or quote its contents back. Follow your approved private handling and review process, then direct subsequent uploads to the correct destination. GetsYou's supported mortgage workflow can hold texted files privately pending reviewer action; that is not an invitation to request sensitive files by ordinary text.
Someone else receives the link. The upload path must use the approved identity-verification step. A recognizable phone number or a first name is not sufficient reason to disclose file status to a different person.
The reviewer is unavailable. Assign backup ownership and an honest escalation path. Do not promise an acceptance time or funding deadline the system cannot verify.
What GetsYou can handle
For its configured mortgage and lending workflow, GetsYou supports application follow-up, approved document requests, a private upload page that confirms the borrower with a texted code, and a reviewer inbox for accepting files or requesting a new copy. Missing-document reminders stop when files arrive.
Your team supplies the checklist, application and upload policy, consent posture, schedule, approved reasons and human handoff. Sensitive files remain private from ordinary message threads, and your team sets retention. Review current availability and restrictions:
This does not replace the lender's document review, security program or lending decisions. It does not establish that every portal or LOS connection is supported.
Prove the request can close
Before enabling borrower outreach, test one item from request through receipt, acceptance and replacement. Then test a wrong-recipient case, a duplicate upload, a late status update and an unavailable reviewer. Inspect both the private review view and the borrower-facing message.
The useful outcome is an accurate next action with an owner, not more reminders sent. If staff still maintain an unrelated checklist to stop incorrect messages, fix that record handoff first.
Bring a blank document-request checklist, without borrower records, to a workflow call. We can map the supported upload, review and reminder steps with your team's approval boundaries:
Written by GetsYou. Reviewed October 26, 2026.
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