Encompass

Overview

Experience.com’s integration with Encompass lets enterprise customers send automated surveys to loan customers during and after key moments in the lending/homebuying process. The Experience.com Encompass integration allows you to:

• Ingest loan transaction data from Encompass into Experience.com.

• Map ingested data to campaigns within the account

• Automate campaigns and surveys to loan customers based on role, transaction type, journey moment, or location.

Transactions ingested from Encompass into the XMP are labeled as verified transactions.

Pre-requisites for Integrating with Encompass

Several prerequisites must be met before Experience.com can access and ingest transaction data from Encompass for a specific organization. While a Primary Point of Contact (POC) is essential for managing the relationship between Experience.com and their organization, it may be beneficial to request the participation of the organization’s Encompass Administrator, who has the permissions and knowledge required to complete the integration configuration with Experience.com ’s XMP.

Before getting started, an Experience.com team member must obtain the following information from the lender (Technical POC):

• Lender name (exactly as it appears in Encompass)

• Instance ID

• Client ID

Once this information is received, a specialized Experience.com team member will submit a request to ICE Mortgage Technology for API access to the lender’s Encompass instance. It may take up to 7-10 days to receive the lender’s API key back from ICE. Once received, Experience.com will share only the API Client ID with the customer.

These next steps must be completed by the customer before Experience.com can proceed with accessing Encompass via API. Once the customer has received the API Client ID from Experience.com:

1. The lender will need an Encompass Developer Connect account. To create one, click here. 

   • For instructions on how to create an Encompass Developer Connect account, click here.

2. The lender must create an API User for Experience.com in their Encompass instance. 

   • For instructions on how to create an API user in Encompass, click here.

   • Add the provided API Client ID from Experience.com to the user details.

   • The new user’s assigned persona must have access to all of the required fields (below) and any additional fields that Experience.com should be able to access. 

   • The assigned persona also needs access to LO Connect so the user can access the lender’s Encompass instance via the APIs. 

3. The lender must add the minimum required fields (listed below) and the trigger field to the Encompass reporting database. 

   • Any other fields that Experience.com should be able to ingest must all be mapped to the Reporting Database. This includes opt-out fields, trigger fields (for filters in Campaign Set Conditions), or dynamic fields (to pull into survey questions or emails). 

   • For instructions on how to add fields to the Encompass Reporting Database, click here. Be sure the Reporting Database is updated/refreshed after adding the required fields.

Add Integration

Once the lender has completed the prerequisites, an Experience.com team member or technical POC can finalize the configuration of the Encompass connection using the steps below. At this point in the process, Experience.com should have access to all necessary information from Encompass. Now is the time to create and activate an Encompass configuration and connect it to a Campaign to automate surveys.

Create a new Encompass configuration in the Account’s Ingestion Setup.

1. To create a new configuration, navigate to the Account Settings page and open the Ingestion Settings. Click Encompass, and then click the blue “New Connection” button.

   

2. Using the information gathered earlier in the process, enter the following information. Once the information has been entered, click anywhere within the Encompass Configuration drawer to begin testing the connection automatically.

   1. A connection name

   2. Instance ID 

      1. This should start with “BE”

   3. Client ID

   4. Client Secret

   5. Date Filter Field 

      1. All fields used in the XMP must begin with “Fields.” For example, if the Encompass field is 1997, enter “Fields.1997”

         

Once the information has been verified, a notice message will confirm that the information is verified and the configuration has been created. The connection can be Saved. Add the Encompass ingestion source to an active Campaign to automate transactions using the newly configured Encompass connection.

Potential Errors when Configuring Encompass

The following are potential errors encountered when configuring an Encompass connection and the likely scenario(s) that could have caused the error. Rectifying the situation will allow the configuration to be created successfully. 

1. “Invalid client or client credentials”

   1. The Client ID or Client Secret is incorrect. (Review the credentials entered and ensure it matches the customer’s information)

   2. It is possible that the customer has not yet configured the API user as instructed in the prerequisites. (Ask the customer to configure the API user)

2. “These fields [Field.XX] are not available in reporting database”

   1. The field is not in the customer’s reporting database. (Ask the customer to add the field to their DB and refresh it)

   2. The customer’s reporting database has not been refreshed since adding the fields. (Ask the customer to refresh their reporting DB)