Omnichannel Engagement Engine
Everything you need to know about how Aria contacts, qualifies, and nurtures your leads across voice, SMS, email, voicemail, and live transfer — automatically.
Back to Engagement EngineWhat Is the Engagement Engine?
The Engagement Engine is the AI-powered brain that automatically contacts, qualifies, and nurtures your leads across every communication channel — voice calls, SMS, email, and ringless voicemail — so you never miss a lead and never let one go cold.
At the center is Aria, your AI assistant. When a new lead arrives, Aria initiates first contact within 60 seconds. She qualifies borrowers by asking the right questions, books appointments on your calendar, and transfers hot leads to you live with a full briefing. Between those conversations, Aria runs intelligent drip campaigns that adapt based on how each borrower responds.
You do not need to manually chase leads, remember to follow up, or worry about compliance. The engine handles all of that. Your job is to close loans — Aria handles everything that gets borrowers to your desk.
- ✓Web forms on your microsite or landing pages
- ✓Encompass imports via LOS integration sync
- ✓Salesforce sync for lead aggregation
- ✓Follow Up Boss (FUB) webhooks from partner agents
- ✓Manual entry in the Perennia dashboard
AI Voice Calls
Aria places outbound calls using Vapi AI with the Deepgram asteria voice. Each call opens with a personalized greeting built from the lead's data, referencing prior SMS messages, emails, or calls.
- ›Loan purpose: Purchase, refinance, cash-out, HELOC
- ›Timeline: How soon are you looking to move forward?
- ›Price range / loan amount
- ›Credit range: Excellent (740+), Good (680-739), Fair (620-679), Below 620
- ›Employment: W-2 employed, self-employed, retired
- ■No calls before 8 AM or after 9 PM (borrower local time)
- ■DNC registry checked before every dial
- ■Recording disclosure at call start
- ■Timezone from borrower area code mapping
AI SMS (Two-Way)
Aria sends and receives text messages via Telnyx from your dedicated number. Messages are composed by Claude AI — not canned templates. Aria adapts tone, references prior conversations on any channel, and never repeats herself.
- ✓One question at a time, natural qualification flow
- ✓Remembers answers across messages and channels
- ✓Deal Breaker integration with ECOA-compliant alternatives
- ✓Cross-channel awareness: "I tried calling earlier — text me here if easier"
- ■STOP/HELP keyword handling is automatic and immediate
- ■Every opt-out recorded with full audit trail
- ■A2P 10DLC registered campaign with carrier-approved throughput
- ■Re-subscribe via START/YES/UNSTOP with confirmation
AI Email
Emails are sent from your actual Outlook address via Microsoft Graph — not from a system email. Claude composes hyper-personalized content using full lead context. Each email is individually written, not mail merge.
- ✓Open/click tracking that updates lead scores in real time
- ✓Email opened → SMS escalation within 5 minutes
- ✓HMAC-signed tracking pixels prevent spoofing
- ✓Template categories: pre-approval, rate alerts, market updates, doc reminders, referrals
- ▸Rate drops affecting the borrower's scenario
- ▸Stale leads needing re-engagement
- ▸Post-call follow-up summaries
- ▸Document requests during processing
- ▸Appointment confirmations and no-show follow-ups
Voicemail Drops
When an outbound call goes unanswered or hits an answering machine, the system triggers a ringless voicemail drop via Slybroadcast. The message appears in the borrower's inbox without their phone ringing.
- 1.Outbound call goes to voicemail or no-answer
- 2.AMD (Answering Machine Detection) identifies machine result
- 3.Slybroadcast delivers voicemail to borrower's inbox
- 4.15 minutes later: automatic SMS follow-up sent
- ■Circuit breaker: 5 consecutive failures → falls back to SMS-only for 60 seconds
- ■TCPA quiet hours enforced
- ■DNC freshness check is blocking — stale data prevents the drop entirely
Live Transfer
When Aria qualifies a borrower who is ready to proceed, the system transfers the call live to you with a whisper briefing containing everything you need to close.
- 1.Borrower placed on brief hold with hold music
- 2.System dials your phone via Telnyx Call Control
- 3.You hear a whisper briefing: name, loan type, credit, amount, property, prior context
- 4.Both call legs bridged into conference — conversation begins
- 5.If unavailable: priority callback task + SMS notification created
- Available — ready to receive transfers
- Busy / On Call — transfers queue
- DND — no transfers
- Offline / Away — not available
12-Month Drip Campaigns
When a lead is not ready to proceed immediately, the engine enrolls them in an automated drip campaign — a 12-month sequence with three phases that gradually decrease in frequency. The moment a lead responds, the drip pauses and Aria starts a live conversation.
- Day 0: Immediate intro SMS + voicemail follow-up if call went to VM
- Day 1: Pre-approval intro email
- Day 2: Check-in SMS
- Day 3: Rate environment email
- Day 5: Pre-approval CTA SMS
- Day 7: Market update email
- Biweekly check-in texts and educational emails
- Content varies: closing costs, credit tips, market updates
- Refinance leads get rate-focused content
- Quarterly market reviews
- Monthly check-in texts
- Rate watch alerts
- Anniversary re-engagement at 1-year mark
- Email opened — escalate from monthly to weekly
- Link clicked — escalate from weekly to daily for 3 days
- SMS replied — pause drip, route to live AI conversation
- No engagement 14 days — reduce frequency
- Email bounced — switch primary channel to SMS
- Lead responds to any message — routes to live conversation
- Appointment booked — switches to prep sequence
- Application submitted — switches to loan lifecycle sequence
- STOP received — permanently exits all sequences
- Loan funded — switches to post-close referral sequence
Four pre-built sequences: purchase_12_month, refinance_12_month, post_close, and reengagement. All drip steps are timezone-aware — messages scheduled for 10 AM in the borrower's local time.
The Engagement Orchestrator
The Engagement Orchestrator is the master decision engine that coordinates all channels. Every engagement action flows through it. It decides what to send, when to send it, and on which channel, then dispatches to the appropriate service.
new_leadA new lead is created in the systemno_answerAn outbound call was not answeredvoicemail_droppedA voicemail was successfully deliveredsms_no_response_24hSMS sent but no reply within 24 hoursemail_openedBorrower opened a tracked emailcall_completedAn AI or manual call was completedappointment_setA consultation was bookedappointment_missedBorrower did not showrate_dropInterest rates dropped significantlydocument_neededA document is required to advance the loanstale_7dNo engagement activity for 7 daysstale_30dNo engagement activity for 30 daysqualification_completeBorrower answered all qualifying questionsdeal_breaker_foundA disqualifying factor was identifiedloan_fundedThe loan has closed and funded- Time of day — Morning/afternoon: call preferred. Evening: SMS. Quiet hours: no contact.
- Lead preference — If the lead prefers text, that channel moves first.
- Pipeline stage — New leads favor calls; nurture-stage leads favor SMS/email.
- Channel availability — No phone? Skip call/SMS. DNC? Skip call.
- Consent status — call_consent and sms_consent checked before dispatch.
- Recent patterns — Already called today? Deprioritize another call.
- ■Maximum 5 contacts per day per lead (configurable)
- ■Maximum 15 contacts per week per lead (configurable)
- ■30-minute same-channel deduplication
- ■60-second trigger deduplication (webhook retry protection)
- ■Limits reached → deferred to next morning, never dropped
Compliance Built In
Every engagement action passes through a multi-layer compliance check before dispatch. This is not optional — the system enforces these rules automatically. Aria never quotes specific interest rates, APRs, or fees in any channel.
- ✓No calls or SMS before 8 AM / after 9 PM (borrower local time)
- ✓Prior express consent required for automated calls and SMS
- ✓Recording disclosure on every outbound call
- ✓Aria never asks about race, sex, religion, national origin, marital status, or age
- ✓Deal breaker responses reviewed for ECOA compliance before sending
- ✓Every engagement decision logged with full decision factors
- ✓DNC registry checked before every outbound dial
- ✓Per-org DNC lists AND national registry consulted
- ✓Stale DNC data blocks the call entirely (fail-closed)
- ✓STOP/HELP automatic and immediate
- ✓Every opt-out recorded with timestamps
- ✓Full audit trail for every opt-out and opt-in