Every conversation in the loan record: Inflooens builds its mortgage OS on Telnyx

In mortgage lending, a text sent from a loan officer's personal phone can matter as much as any document in the file. For most lenders, those conversations never reached the file at all.

Inflooens set out to change that. "Inflooens is what we call a mortgage OS, an operating system that's built on Salesforce, and Telnyx essentially powers the communication layer inside of it," said Mardi Clark, Vice President, Client Experience and Professional Services at Inflooens.

That layer includes the company's custom CTI, its embedded omnichannel message center, and Luna Live, the Inflooens AI that works on live calls and texts. "Every call and text between a loan officer and a borrower or realtor, it all happens within the loan record instead of on someone else's cell phone or in some kind of disjointed telephony platform that has to be accessed separately," Clark said.

Built for a heavily regulated industry

Mortgage is one of the most closely regulated industries in the United States, and Inflooens needed a communications partner to match. "We chose Telnyx because we needed carrier grade voice and SMS that we could essentially build into our workflow and our system via APIs," Clark said, "with the reliability and the compliance tools that an industry that's regulated as heavily as the mortgage industry ultimately needs."

From blind spot to system of record

The change reaches past Inflooens to the lenders it serves. "Not just our business, but our clients' businesses," Clark said. "That communication went from a complete blind spot for most of our users to an actual part of the loan file and the loan record."

Before, lenders had little insight into what was said. "A lender had essentially no visibility into what a loan officer or a user communicated to a borrower, or communicated to a real estate agent or another vendor over text or calls," she said. "But now every conversation is captured and it's actually attached to that loan record."

That record also feeds the company's AI. "It's available to Luna AI, so the AI is getting the entire story," Clark said. "So for our lenders, that means faster response times, better transparency, less fallout with borrowers and loan applications, and also that very clean, accurate audit trail for every use case."

What happens when a lender reaches out

When a lender on Inflooens calls or texts a borrower, the conversation starts inside the platform. "It runs on Telnyx from inside the loan record, so it goes out on the lender's own number," Clark said. "It gets logged to the file. Luna AI immediately starts evaluating it and can also independently act on it."

That work used to happen somewhere else. "That was happening typically, especially in a loan officer situation, on a personal cell phone or on separate dialers or separate systems," she said. "And none of that was ever tied back to the loan." When a file changed hands, the next person had no way of knowing that a text or call had ever happened.

Compliance in one record

For banks and lenders, scattered communication is a regulatory problem. "Before Telnyx, that lender communication was scattered across personal devices or across other systems with really no consistent record," Clark said. "That's an exam risk for banks and for lenders."

Inflooens now keeps every interaction in one place. "Every interaction is captured in one system of record, with registered messaging, with consent handling, which is obviously another very important part in our industry, and also that full audit trail," she said. "It really gives so much more visibility and capability by having all of that in one record."

Building for North America

Serving lenders across the United States brings its own requirements. "North America demands carrier level compliance, like 10DLC for texting, caller ID authentication for voice," Clark said, along with "reliability and coverage that holds up from some random bank branch in Alabama to a lender across the country."

"Thankfully, Telnyx handles that layer for us so that we can focus on the mortgage OS and the mortgage workflow."

Why Inflooens recommends Telnyx

Clark described a goal that has guided the company from the start. "Our goal has always been to allow a small team to build as if they were a large one, and to have the tools available to them as if they were a large team," she said. "So we have enterprise grade voice and messaging directly inside of our product without having to build that kind of telecom infrastructure ourselves."

She also pointed to the working relationship. "The Telnyx team has worked with us like a partner and not like some of the other vendors that we've experienced in the past."

Her advice to other companies is simple. "You should use Telnyx if communication is part of your product. It's not just a feature that you bolt on, but you need it to be reliable and compliant and programmable."

Since moving to Telnyx, her focus has shifted to lenders. "I don't have to think about the phone network and the communication," Clark said. "I think about what our lenders need and how they're able to service their borrowers."