Draft a follow-up email

Mutual Assist writes a follow-up email for a contact, using what is on their record and what you tell it.

1. Open a chat on a Contact record or on the Mutual Assist tab.
2. Click Draft a Follow-Up Email, or ask in your own words.
3. On the tab, confirm the contact when Mutual Assist shows you the match.
4. Review the draft, edit anything you like, then copy it into your email.

Available on the Mutual Assist tab since the October 15, 2026 release. If you edit the draft before sending, the chat history keeps what you sent.

Draft a follow-up text message

Mutual Assist writes a short text message for a contact, ready to review and send.

1. Open a chat on a Contact record or on the Mutual Assist tab.
2. Click Draft a follow-up SMS, or ask in your own words.
3. On the tab, confirm the contact when Mutual Assist shows you the match.
4. Review the draft, edit it, then copy it into your texting tool.

Available on the Mutual Assist tab since the October 15, 2026 release.

Five9 how-to questions

Ask how to do something in Five9 and get step-by-step directions.

1. Open a chat in either place.
2. Describe what you are trying to do in Five9.
3. Follow the steps in the answer.

QuantumReverse how-to questions

Ask how to do something in QuantumReverse and get step-by-step directions.

1. Open a chat in either place.
2. Describe what you are trying to do in QuantumReverse.
3. Follow the steps in the answer.

Salesforce how-to questions

Ask how to do something in Salesforce and get step-by-step directions.

1. Open a chat in either place.
2. Describe what you are trying to do in Salesforce.
3. Follow the steps in the answer. Ask again if a step does not match your screen.

Underwriting guideline questions

Ask an underwriting question in plain English and get an answer drawn from the HECM lending guide.

1. Open a chat in either place.
2. Ask the question the way you would ask a colleague.
3. Read the answer, then ask a follow-up if you need more detail.

Answers come from the lending guide. For a decision on a specific file, confirm with underwriting.

Web search

Ask about something current and Mutual Assist searches the web and summarizes what it finds.

1. Open a chat in either place.
2. Ask a question that needs up-to-date information.
3. Read the summary and open the sources if you want the detail.

Available on the Contact record chat since the October 15, 2026 release.

Dictation

Speak your question instead of typing it.

1. Click the microphone in the chat box.
2. Speak. A waveform shows while Mutual Assist listens.
3. Check the text, then send.

File upload

Attach a file to the chat and ask Mutual Assist about it.

1. Click the upload button in the chat box.
2. Choose the file.
3. Ask your question about it.

Do not upload anything you would not email internally.

Saved chats

Your chats are saved so you can come back to them. Rename, pin or delete any chat.

1. Click the clock icon in the chat box, next to the pencil icon.
2. Pick a chat to reopen it.
3. Use the menu on a chat to rename, pin or delete it.

Chats are kept for up to 15 days in both places. Saved chats on the Contact record arrived in the October 15, 2026 release.