Question 1

How do I get started with TrailGuard?

Accepted Answer

Sign up for a free trial, upload your client list as a CSV, and TrailGuard will instantly generate your Trail Book Health Check showing which clients have review opportunities. You can see value within 10 minutes.

Question 2

What format does my client list need to be in?

Accepted Answer

TrailGuard accepts CSV files. Our smart column mapper automatically detects common fields like client name, loan balance, interest rate, lender, and settlement date. You can also manually map columns and save presets for future uploads.

Question 3

How long does the initial setup take?

Accepted Answer

Most brokers are up and running in under 10 minutes. Upload your CSV, review the column mapping, and your Trail Book Health Check is generated instantly. You can start contacting clients right away.

Question 4

Do I need to connect my CRM?

Accepted Answer

Not yet. Currently, TrailGuard works via CSV import. CRM integrations (e.g., Salesforce, HubSpot) are on our roadmap for future releases.

Question 5

How does opportunity detection work?

Accepted Answer

TrailGuard analyses each client against configurable triggers: rate gap vs. benchmark rate, loan age, fixed-rate expiry window, and time since last review. Clients matching one or more triggers are flagged as opportunities with a priority score.

Question 6

How are borrower savings calculated?

Accepted Answer

Savings estimates are based on the gap between a client's current interest rate and your configured market benchmark rate, applied to their loan balance. These are estimates only and are displayed with appropriate disclaimers.

Question 7

How is broker revenue opportunity calculated?

Accepted Answer

Revenue estimates use your configured upfront and trail commission rates applied to the loan balance of each opportunity. Upfront commission assumes a refinance occurs; trail commission shows the ongoing annual income.

Question 8

Can I contact clients manually instead of using SMS?

Accepted Answer

Absolutely. TrailGuard supports a full manual calling workflow. Mark a client as 'manually contacting', make your call, update the pipeline stage, log notes, and record outcomes — all without sending a single automated message.

Question 9

What is the Morning Revenue Radar?

Accepted Answer

It's your daily command centre — a single screen showing high-priority opportunities, clients to call today, unread replies, upcoming meetings, new referrals, risk alerts, and your total revenue potential. It's the first thing you see when you log in.

Question 10

How does AI reply classification work?

Accepted Answer

When a client replies to an SMS, TrailGuard's AI automatically classifies the reply into one of six intent categories: interested, not now, stop, question, already refinanced, or unclear. Each classification triggers an automated action — 'interested' sends a booking link, 'not now' snoozes the opportunity, 'stop' opts the client out, and 'already refinanced' marks the opportunity as lost.

Question 11

What does the AI compliance engine do?

Accepted Answer

The compliance engine uses AI to scan outgoing messages and flag or block any content that mentions broker revenue figures in borrower-facing communications. This ensures your SMS campaigns stay client-focused and compliant.

Question 12

Can my entire brokerage use TrailGuard?

Accepted Answer

Yes. Brokerage admins can add brokers, assign clients to specific brokers, and monitor team performance via the Brokerage Dashboard. Each broker has their own pipeline and client view.

Question 13

What roles are available?

Accepted Answer

Four roles: Broker (manage own clients and pipeline), Brokerage Admin (manage brokers, assign clients, view brokerage analytics), Assistant (help with conversations and follow-ups), and Aggregator Admin (network-level analytics, coming soon).

Question 14

Can I reassign clients between brokers?

Accepted Answer

Yes. Brokerage admins can reassign clients between brokers. Ownership changes are tracked with full history so you can see the audit trail.

Question 15

What is trail commission tracking?

Accepted Answer

Upload your aggregator trail commission statements and TrailGuard automatically reconciles payments against your client book. It detects missing payments, underpayments, overpayments, and new clients not in your records.

Question 16

Which aggregator report formats are supported?

Accepted Answer

TrailGuard supports CSV-based commission statements with smart column mapping. Upload your aggregator's report and map the columns to match — similar to the client CSV import workflow.

Question 17

How does variance detection work?

Accepted Answer

TrailGuard compares the expected trail commission (based on your loan balances and configured commission rate) against the actual payment received. Any discrepancy is flagged as a variance with the amount and percentage difference.

Question 18

Can I see lifetime value projections?

Accepted Answer

Yes. TrailGuard projects the lifetime trail commission value of each client based on their loan balance, current rate, and expected loan tenure. This helps you understand the true value of protecting each client relationship.

Question 19

How does the messaging wallet work?

Accepted Answer

Your brokerage has a pre-paid messaging wallet. SMS and WhatsApp messages are charged per-message from this balance. Email and manual call logging are included free in your subscription. Top up your wallet anytime, or set auto top-up to keep it funded automatically.

Question 20

What do SMS and WhatsApp messages cost?

Accepted Answer

Pricing varies by country and carrier. For example, SMS in Australia is approximately $0.15 per message, WhatsApp is approximately $0.20 per message. You'll see cost estimates before sending any campaign.

Question 21

What is auto top-up?

Accepted Answer

Set a minimum balance threshold (e.g., $50) and a top-up amount (e.g., $100). When your wallet drops below the threshold, it's automatically topped up so your campaigns never stall due to insufficient funds.

Question 22

Can I see how much I'm spending on messaging?

Accepted Answer

Yes. The wallet dashboard shows full transaction history, usage analytics by channel (SMS vs WhatsApp), by broker, by campaign, and by country. Track your cost per contacted client and cost per retained client.

Question 23

Are email and manual calls free?

Accepted Answer

Yes. Email delivery and manual call note logging are included in your base subscription at no additional cost. Only SMS and WhatsApp messages are charged from your wallet.

Question 24

Does TrailGuard support my country?

Accepted Answer

TrailGuard supports configurable market settings including country, currency, and benchmark rates. Currently optimised for Australia, New Zealand, and the UK, with more markets coming.

Question 25

Can I set my own trigger thresholds?

Accepted Answer

Yes. From Settings → Market, you can configure: benchmark interest rate, rate gap threshold, loan age trigger (months), fixed expiry window (months), review gap trigger (months), and commission rates.

Question 26

What about property value enrichment?

Accepted Answer

Property value enrichment via third-party APIs is on our roadmap. Currently, property values are based on the data you provide in your CSV import.

Question 27

What does TrailGuard cost?

Accepted Answer

Monthly plan: $79/broker/month. Annual plan: $790/broker/year (save $158). Both plans include full access to all features. SMS and WhatsApp costs are charged separately via your messaging wallet.

Question 28

Is there a free trial?

Accepted Answer

Yes. 14-day free trial with full access to all features. No credit card required to start.

Question 29

Can I cancel anytime?

Accepted Answer

Monthly plans can be cancelled at any time. Annual plans run for the full year. You can manage your subscription from Settings → Billing.

Question 30

Do you offer volume pricing for brokerages?

Accepted Answer

Yes. Brokerages with 5 or more brokers can contact our sales team for volume pricing.

Question 31

Is my client data secure?

Accepted Answer

Yes. All data is encrypted in transit and at rest. We use Supabase (built on PostgreSQL) with row-level security, ensuring brokers can only access their own clients. Brokerage admins can see their brokerage's data.

Question 32

Can I export my data?

Accepted Answer

Yes. You can export your client data, opportunity reports, and analytics from the platform at any time.

Question 33

Who can see my client data?

Accepted Answer

Only you and your brokerage admin (if applicable). Row-level security ensures strict data isolation between brokerages and brokers.

Frequently Asked Questions

Getting Started

Features & Functionality

Brokerage & Multi-User

Trail Commission Tracking

Messaging Wallet & Costs

Market & Configuration

Billing & Pricing

Data & Security

Still Have Questions?