The Refix Workflow

The refix workflow is Twio's most-used case template. This guide explains what it does, why each step exists, and how to customise it for your FAP's rules.

#When to use it

Use Refix when:

• An existing customer's fixed term is approaching maturity (typically 60–90 days out)
• You're not changing the loan amount, security, or borrower structure
• You want to compare current special rates across one or more lenders and put a recommended split to the customer

For genuinely new lending — top-ups, restructures, or new applications — use the New application or Restructure templates instead. They share much of the same logic but with a longer plan.

#The step plan

A refix case has five steps. Twio walks through them sequentially, but you can jump back to any step at any time.

Step 1 — Existing loan

The AI pulls everything it knows about the customer's current loans: account numbers, balances, fixed-rate terms, maturity dates, repayment amounts. If anything is missing, it asks you for it — usually by suggesting you upload the latest LOA or bank statement.

You can short-cut this step by @mentioning a customer with existing loans on file. Twio fills the loan table from your records automatically.

Step 2 — Refix proposal

This is where Twio's lender rate engine kicks in. It looks at the customer's existing structure, pulls the current week's specials for each lender on your panel, and produces two or three structuring options:

• A safe one (same lender, similar term split)
• A value-maximising one (often a split across two terms)
• Optionally, a switch option to another lender if the rate gap is meaningful

You review, edit, and pick one. The AI shows you the why behind each option — not just the rates — so the customer-facing reasoning is ready to copy.

Step 3 — Prepare the application

Twio assembles a customer-facing document: the chosen proposal, written in your firm's voice (or as close as our templates can get on the first pass), with the rates and dates filled in. It's saved as a PDF in your case workspace.

Step 4 — Fill the lender form

When the customer approves, the AI fills the lender's refix instruction PDF. It maps the customer details, the new structure, and the chosen rates into the right fields. You get a fillable preview to review before submission.

Step 5 — Send the proposal email

The final step composes the email to the customer, attaches the proposal document, and shows you a draft. You click Send, and Twio sends from your Gmail with your signature.

#Customising for your FAP

Each FAP has slightly different rules — which lenders they panel, what restructuring purposes they require for floating products, how the proposal email is worded. Twio supports two levels of customisation:

1. Email templates. Edit the Refix proposal email template under Settings → Templates. The AI fills variables (customer name, rate, term) and keeps your wording around them.
2. Lender panel. Toggle lenders on/off in Settings → Lenders. Twio's rate engine only considers active lenders for the proposal options.

Beyond that, talk to us — most things are reachable but aren't yet self-serve in the UI.

#What this workflow doesn't do

The refix workflow is deliberately scoped:

• It will not give a recommendation. Twio proposes options; you pick.
• It will not submit to the lender on your behalf. Twio fills the form; you send it.
• It will not auto-reply to the customer. Every email leaves your account only when you click Send.

If you want a fuller autopilot, we can talk — some brokers run the workflow with the AI also drafting replies to customer questions inside the thread.