Overview
Relationship Manager (RM) Notifications enhance visibility for Relationship Managers in the CLA platform by ensuring they receive timely email updates about key loan lifecycle events. Previously excluded from system-generated communications, RMs can now monitor and act on loan activity in real-time, supporting better borrower engagement, faster response times, and fewer manual updates from other roles.
Enabling Relationship Manager Notifications
Description
RM notifications can now be enabled directly through Lender Organization Settings at the tenant level—no feature flag is required. Admins can independently activate notifications for draw events and inspection completions using separate toggles.
Step-by-Step Instructions:
Step 1: Navigate to the Lender Organization Settings in the CLA platform.
Step 2: Locate the notification settings for Relationship Managers.
Step 3: Toggle ON the following options based on your institution's preferences:
Notify Relationship Manager: Draw Updates and Approvals
Will include: Draw SubmittedDraw Approved, Draw Authorized, Draw Declined
Notify Relationship Manager: Inspections Completion
Will include: Inspection Complete.
Step 4: Confirm that the RM on a project receives email updates for the following events:
Draw Submitted
Draw Approved
Draw Authorized
Draw Declined
Inspection Completed
Note:
Only one Relationship Manager per project is currently supported.
Notifications are email-based only in Phase 1.
Managing Notification Workflow and Testing
Description
Each email will go out when the action/trigger it’s executed within the flow. Use this section to validate that RM notifications are being sent as expected during common workflow scenarios.
Step-by-Step Instructions:
Step 1: Submit a draw request.
Step 2: Add or assign approvers to the draw.
Step 3: Approve the draw.
Step 4: Complete an inspection (By Inspector)
Step 5: Confirm that the RM receives emails for each action.
Step 6: Verify that email links redirect to the appropriate page in the CLA platform (e.g., specific draw or inspection tab).
Note:
Hyperlinks in emails are curated for clarity and context.
Testing has been validated in production environments (e.g., Acme Bank).
Configuring and Managing Notification Toggles
Description
RMs will only receive notifications when both the feature flag (showing the RM Toggles) and the org-level toggle are active. By default, the org-level toggle is turned ON once the feature flag is enabled. Feature flag will be enabled within the Summer Release Launch Date.
Key Points:
The RM notification toggle is located in the lender organization settings.
If the feature flag in LaunchDarkly is ON, emails are automatically sent to the assigned RM.
The Implementation or Support team can turn off the toggle manually for any lender if requested.
Turning off the toggle disables RM notifications but does not impact the rest of the workflow (e.g., draw or inspection).
Only one RM per project will receive notifications. There is no fallback if that user is removed or inactive.
Additional Information & FAQs
Key Benefits:
Keeps RMs informed without extra manual communication.
Builds trust with top-tier lenders.
Empowers CSM and Implementation teams with more efficient rollout capabilities.
FAQs:
Why now?
This feature was a top request from over 30 lenders and a low-lift improvement with high impact.
Can backup RMs receive notifications?
Not at this time. Only the primary RM per project is supported.
Can banks opt out?
Yes, via Lender Organization Settings.
Is customization available for notification types?
Not in Phase 1. Future phases may introduce user-level preferences.
Are notifications available in-app?
Not yet. Only email notifications are available in the initial rollout.