> ## Documentation Index
> Fetch the complete documentation index at: https://help.leaf360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# LIA Assistant

> The Ask LIA chat in Leaf360 Mortgage CRM: the six modes, attaching documents, the Results panel, Deep Mode, and exactly what LIA can change in your CRM.

LIA is the assistant built into Leaf360 Mortgage CRM. She reads your leads, loans, contacts, tasks, and activities, answers questions about them, works through mortgage documents you attach, and can write records back into the CRM. You'll find her in the **Ask LIA** row pinned at the top of the sidebar, above the menu groups.

The chat is a single column: a button row at the top, a row of mode buttons under that, and the message box at the bottom. Under the message box you'll always see the line: **Lia can make mistakes. Verify important information.**

## The button row

| Button             | What it opens                                                                                          |
| ------------------ | ------------------------------------------------------------------------------------------------------ |
| **History**        | A panel of your saved conversations, with a search box and a delete on each                            |
| **New Chat**       | Starts a fresh conversation. Only appears once the current one has messages                            |
| **Results**        | The panel where LIA's results show up. Only appears once she's produced a table, chart, report or card |
| **Tasks**          | Your past Deep Mode runs                                                                               |
| **Browse Lenders** | Leaves the chat for the TPO Marketplace                                                                |
| **Toolkits**       | The panel where you connect outside services such as mail and calendar                                 |

## The six modes

The row of buttons under the button row switches LIA into a specialist mode. The mode changes her instructions and the suggested prompts you see on an empty chat. Everything else about the screen stays the same.

| Mode            | What it is for                                                                                       |
| --------------- | ---------------------------------------------------------------------------------------------------- |
| **General**     | The default. Leads, loans, contacts, tasks, calendar, mail and anything else across the CRM          |
| **Lenders**     | Guideline questions answered from your connected wholesale lenders' profiles and guideline documents |
| **Income**      | Qualifying income from a pay stub, W2, 1099 or tax return                                            |
| **Underwriter** | Loan file and guideline review, including DU and LP findings and condition analysis                  |
| **Appraisal**   | Appraisal review: comparable sales, adjustments, reconciliation and red flags                        |
| **Conditions**  | Tracking underwriting conditions as PTD, PTC and PTF                                                 |

Once a conversation gets going, a one-line hint under the messages reminds you which mode you're in and what it expects.

### Lenders mode works differently

**Lenders** mode doesn't look at your CRM at all. It searches the guideline documents and profiles of the wholesale lenders your company has connected in the Marketplace, and saves its answers to your lender question history instead of your CRM chat history. The line under the message box changes to match: **Lia reads your connected lenders' guideline docs, every answer cites its source.**

Two things follow from that. The CRM tools don't work in Lenders mode, so switch back to **General** to create or change a record. And a Lenders conversation won't show up in **History** — it's kept with your lender questions instead.

<Note>
  Income, Underwriter, Appraisal, and Conditions all work from documents. Attach the document first, then ask your question — that's when they work best.
</Note>

## Attaching documents

The paperclip on the message box accepts PDF, Word, plain text, PNG, and JPG files — several at once. You can also drag files anywhere onto the chat, which shows a **Drop documents to upload** message.

Each file shows up as a small tag above the message box and moves through these states:

* **Uploading**
* **Extracting & indexing**, while Leaf360 reads the file
* **Ready**, when LIA can use it
* **Failed**

Click the X on a tag to remove that file. These tags stick around for the whole conversation, so a pay stub attached at the top of a thread is still available further down.

## Talking instead of typing

If your browser supports it, a microphone icon appears next to the paperclip and types what you say into the message box. Browsers that don't support this just won't show the button — that's why it might be missing for you.

LIA can also read a reply out loud. Click the speaker icon on her message to play it, and click it again to stop.

## The Results panel

When an answer produces something structured, LIA sends it to the **Results** panel instead of burying it in the chat. A small tag appears in the message itself — click it to open the panel beside the conversation. While a long result is still being written, a live card counts the characters so far.

| Kind        | What you get                                                                   |
| ----------- | ------------------------------------------------------------------------------ |
| Table       | A sortable table of results, with an optional totals row                       |
| Chart       | Bar, line, area, pie, donut or radar                                           |
| Checklist   | Tickable items, optionally grouped, with priorities and notes                  |
| Form        | Fields LIA wants filled in, submitted back into the conversation               |
| Record card | A proposed CRM record, reviewed before anything is written                     |
| Comparison  | Side by side option cards with metrics, highlights, risks and a recommendation |
| Report      | A formatted page with sections, cards and charts                               |

Reports and comparisons carry **HTML** and **PDF** buttons, so you can save an answer as a document outside the CRM. When you have several results open at once, they show up as tabs across the top of the panel, with arrows to step between them and a control to widen the panel.

Results are saved with the conversation, so reopening a thread from **History** brings its results back with it.

## What LIA can actually change

LIA isn't just for answering questions — through her CRM tools, she can:

* **Create, find and update leads.**
* **Create, find and update loan applications.**
* **Create, find and update business contacts** such as referral partners and title agents.
* **Log activities** against a record: calls, emails, meetings, notes and texts.
* **Create and update tasks**, with a due date, priority and category, and mark them complete.
* **Save and recall memories** about you and how you work.
* **Build a borrower DISC profile**, by running the questionnaire with you and saving the result.
* **Update your own communication preferences.**
* **Create and update Automations workflows**, as drafts.
* **Send a text message** to a lead, borrower or partner from your team's number.

Two of those are worth explaining in more detail.

### Record cards are confirmed before they are written

When you ask LIA to create a lead, contact, loan, task, note, or pipeline move, she doesn't create it right away. She puts a **record card** into the **Results** panel showing the fields she's understood, pre-filled from the conversation, with anything still needed marked required. Edit anything you disagree with, then click the button at the bottom of the card — it's labeled for what's being made, for example **Create Lead**.

Only then does she write the record. For tasks and notes, she double-checks against the result of the write itself, so she won't claim she made a task unless it actually came back with an ID.

<Note>
  A record card is a proposal, not a saved record. If you close the Results panel or start a new chat without clicking the button, nothing gets saved.
</Note>

### Workflows are created as drafts

Ask LIA to automate something, and she'll gather the trigger, the actions, the timing, and the conditions, summarize what she's about to build, then create it as a **draft** workflow. Turning it on is a separate step you take yourself, after you've read it over. If your request is missing something important, she'll ask with a short set of multiple-choice questions instead of a wall of text.

See [Workflows](/mortgage-crm/workflows) and the [Workflow builder](/mortgage-crm/workflow-builder).

### Sending a text is immediate

Texting is the one action with no review step. If you ask LIA to text a borrower, the message goes out right away from your team's number and gets logged on the record as an outbound SMS. There's no card to approve first, and nothing checks the number against your Do Not Call list, an opt-out, or a consent record before it sends.

<Warning>
  Treat a request like "text her that we got the documents" as something that sends right away. Confirm the wording in the chat before you ask, not after. If a recipient's consent status matters to you, check it yourself in Consent Manager or DNC Manager first.
</Warning>

## Deep Mode

The last button on the mode row is **Deep Mode** — it's a different way of working, not another specialty. Instead of a back-and-forth conversation, you hand LIA one big job, she works through it on her own, and you watch a progress panel while she goes. The suggestions on an empty Deep Mode chat give you the idea: audit stale leads and raise follow-ups, turn the whole pipeline into a report, compare connected lenders for a scenario, or draft follow-ups for every lead you haven't contacted in a week.

While a run is going:

* The progress panel shows what she's doing.
* You can **steer** it by sending another message — it feeds into the run instead of starting a new one.
* You can **interrupt** it to stop the run.

Finished runs are kept. **Tasks** in the button row lists them — pick one to load that task and its result back into the chat view.

## Toolkits

**Toolkits** lists the outside services your company can connect, with **All** and **Connected** filters and a search box. Each row has a **Connect** button, and connected rows offer **Reconnect** and **Disconnect** instead. Connecting takes you to that service's own sign-in and brings you back to the panel when you're done.

Once a service is connected, LIA can use it in conversation — that's how "summarize my emails for today" or "check my calendar this week" work. If she needs a service you haven't connected, she'll tell you and point you back to this panel. Disconnecting asks you to confirm first, and warns that she'll no longer be able to use that service.

Some entries are marked **No Auth** — they don't need any connecting at all.

## Rating an answer

You'll see thumbs up and thumbs down under each of LIA's replies. A thumbs down opens a comment box so you can say what was wrong. Ratings and comments are saved with the conversation.

## Common problems

<AccordionGroup>
  <Accordion title="The screen says Connection Error with a Retry button">
    The chat session didn't start. **Retry** rebuilds it. If it keeps failing, LIA can't be reached at all, so nothing else on the screen will work either.
  </Accordion>

  <Accordion title="LIA says a lead exists but cannot open it">
    She reuses record IDs from earlier in the same conversation. Starting a new chat throws that context away. Ask her to search again in the new thread.
  </Accordion>

  <Accordion title="I asked for a lender guideline and got a general answer">
    Check which mode button is highlighted. **Lenders** reads your connected lenders' documents. **General** doesn't — it answers from what it knows about the CRM instead.
  </Accordion>

  <Accordion title="A document is stuck on Extracting & indexing">
    Large or scanned files take longer. LIA can answer once the tag reads **Ready**. If it turns to **Failed**, upload the file again, ideally as a text-based PDF rather than a photo.
  </Accordion>

  <Accordion title="I filled in a record card and nothing was created">
    The card only writes the record when you click its button at the bottom. If a required field is still empty, it won't submit — the missing-field count at the top of the card tells you how many are left.
  </Accordion>

  <Accordion title="There is no microphone button">
    Voice input uses your browser's own speech recognition. Browsers without it don't show the button. Try a different browser.
  </Accordion>
</AccordionGroup>

## Related

* [AI Email Builder](/mortgage-crm/ai-email-builder)
* [AI SMS Builder](/mortgage-crm/ai-sms-builder)
* [Workflows](/mortgage-crm/workflows)
* [Marketplace](/mortgage-crm/marketplace)
* [Leaf360 Mortgage CRM](/mortgage-crm/overview)