Purpose
Message Center gives lenders and their sponsored borrowers a shared conversation on each draw, directly in Built. Borrowers can respond to revision requests and ask questions in context instead of switching to external channels like email or phone calls, which draws the process out. Lenders keep their internal notes completely separate from the shared conversation.
Message Center lives on the draw itself. It is not a deal-wide chat, and it does not add a new item to the main navigation. Users reach it through the draw pages they already use.
Key Features
Shared draw-level conversation: Each draw has one shared thread that both the lender and the sponsored borrower can read and reply to.
Revision requests in the same timeline: Lender revision requests appear in the shared thread with a REVISIONS REQUESTED label, so they are not mistaken for ordinary messages. Unresolved revision requests stay at the top of the timeline.
Replies stay in context: A reply to a revision request stays attached to that revision request. A reply to a regular message stays with the regular shared conversation.
Internal notes stay private: Lender notes in the Internal tab remain separate and are never shown to the borrower.
Send confirmation for lenders: Before a lender posts to the shared thread, Built asks for confirmation and names the borrower who will see the message.
Email and in-app notifications: When there is new activity on a shared thread, users receive an email notification and an alert on the bell icon in the top menu. Both link back to the draw.
Target Users
Lenders using CLA+ to manage draws for sponsored borrowers.
Sponsored borrowers submitting and reviewing draws in the Sponsored Borrower Portal.
How It Works
For Borrowers
Open a draw in the Sponsored Borrower Portal. The Messages section appears in two places:
Review Draw Submission: Messages appears above the draw amounts section.
Review step before submission: Messages appears in the review flow once a draw exists.
The Messages header shows “Only you and [lender] can see this,” confirming that the conversation is shared only between you and your lender.
Review the timeline. Unresolved revision requests appear at the top with a REVISIONS REQUESTED label. All other activity appears newest first.
Write a new message, or reply to an existing item. Replies to a revision request stay attached to that revision request.
Select Send. The message posts immediately. There is no draft, approval queue, or lender confirmation step.
For Lenders
Open the CLA+ draw and go to the Comments area. On draws where the deal recipient is a sponsored borrower, two tabs appear: Internal and External Stakeholder.
Internal holds your existing lender-only notes. It works the same as before.
External Stakeholder is the shared thread with the borrower, including regular messages and revision requests.
Write a new message or reply. Before it sends, Built displays a confirmation naming the borrower who will see it. Select Comment to send, or Cancel to leave the message unsent.
Resolve revision requests as they are addressed. Only lenders can resolve revision requests; regular messages are not resolved.
Viewing Message History
The thread initially shows up to five messages. Select Show all messages to see more, and load additional history when it is available.
If a Message Does Not Send
If sending fails, Built displays an error and does not save the message. Try sending again. Once a message saves successfully, it appears in the shared thread.
Archived Draws
On an archived draw, the lender’s new-message box is hidden and editing and resolution controls are locked.
What Message Center Does Not Do
Posting a message does not submit the draw for review, change its status, or create an approval step. Messages are a conversation record only; the draw continues through its existing actions and approval process.
Benefits
Keeps draw conversations in Built instead of scattered across email and phone calls.
Keeps revision requests and borrower responses together in one timeline.
Makes it clear who can see each message, so both sides communicate with confidence.
Protects lenders from accidentally sharing internal notes with the borrower.
Best Practices
Use Internal for anything lender-only. Everything posted in External Stakeholder is visible to the borrower.
Read the confirmation prompt before selecting Comment to make sure the audience is right.
Reply directly on a revision request so your response stays attached to it.
Review your message before selecting Send. Messages post immediately and cannot be saved as drafts.
Use the draw’s existing actions to submit or move a draw forward. Sending a message does not change draw status.
Treat the shared thread on the draw as the complete record. Notifications are supplementary.
FAQ
Is Message Center available for every customer?
Yes. Message Center is available to all users as part of the new Sponsored Borrower Portal experience.
How do borrowers find Message Center?
Open the draw in the Sponsored Borrower Portal and use the Messages section on Review Draw Submission or in the review step before submission.
Why do I only see the Internal tab?
The External Stakeholder tab appears only on CLA+ draws where the deal recipient is a sponsored borrower.
Does Message Center appear on every draw?
It appears on every CLA+ draw where the deal recipient is a sponsored borrower.
Is Message Center available in other loan products?
No. Message Center is available for CLA+ draws only.
Can lenders use the External Stakeholder tab for internal discussion?
No. Anything posted there is visible to the borrower. Use the Internal tab for lender-only notes.
Can borrowers see Internal comments?
No. Internal comments remain lender-only and stay outside the shared thread.
Does sending a message change the draw’s status or submit it for review?
No. Messages are communication only. The draw continues through its existing actions.
Can I save a draft message?
No. Message Center supports sent messages and replies only.
Can borrowers mark a revision request as resolved?
No. Only lenders can resolve revision requests.
Who receives the message on the lender side?
One person receives it. The recipient is selected in this order:
An active, non-archived Draw Administrator on the deal.
If none is available, a named approver for the draw who is a user in the lender’s organization.
If none is available, one active member of the lender’s participant group.
Do users receive an email when there is new activity on a thread?
Yes. Users receive an email notification and see an alert on the bell icon in the top menu, which directs them to the draw and the notification thread.