Where's my file,
and what does that mean?

What TitleBridge is

TitleBridge copies title order status out of Qualia and into Salesforce, continuously, as it changes. That's the whole job.

It matters because of who can see what. Qualia is where the title work happens, but only title staff have logins. Everyone else on the deal — the loan officer, the broker, the agent, the buyer — has no way to check on a file except to ask a human. Once status lives in Salesforce, they can look it up themselves.

A few things follow from that, and they're worth knowing before you read anything else here:

• Qualia is still the truth. What you see in Salesforce is a live copy. If the two ever disagree, Qualia is right.
• Nothing you do in Salesforce reaches Qualia. The connection is one-way and read-only on the Qualia side. You cannot accidentally change a title file by editing a Salesforce record.
• It's status, not the file. Documents, notes, and the commitment itself stay in Qualia. See what isn't in Salesforce.

What changes when it's turned on

Turning TitleBridge on is a configuration change your Salesforce admin makes once. Nobody has to learn a new application — the status simply starts appearing on records people already use.

Order status, explained

This is the section most people came here for. Below is what each status means in plain terms, what usually happens next, and roughly how long files tend to sit there.

Your day, after

The change is narrower than people expect: your workflow in Qualia doesn't change at all. You open files, order searches, clear curative items, and update milestones exactly as you always have.

What changes is the consequence of doing that. Every milestone you set becomes visible to the rest of the deal within seconds. The people who used to call and ask can see it themselves, so most of them stop calling.

What this is not

• Not a second place to update. You never key status into Salesforce. If you find yourself doing that, something is misconfigured — tell your admin.
• Not surveillance. It reports where files are, not how fast anyone is working.
• Not a substitute for judgment. A broker seeing Curative knows there's a hold-up. They still won't know it's a 1997 lien with a bad legal description. That conversation is still yours, and it's a better use of your time than reading a status out loud.

The one thing that matters on your side

Status is only as current as Qualia. If milestones get updated in a batch at the end of the day, then the whole deal sees end-of-day accuracy and people start calling again to check whether the record is stale. Updating as you go is what makes the quiet stick.

Reading an order record

These are the fields TitleBridge keeps current. Your admin may have renamed them, and may have added others that TitleBridge doesn't touch.

Redirecting the askers

The technology only removes the emails if people know to look. Three things do most of the work:

1. Tell them once, in writing

   When a new order opens, send the parties a short note saying status is live on the record and where to find it. One paragraph, sent once per file, replaces most of the thread that would have followed.

   Hi — your title order (QO-48120) is open and you can check its
   status any time on the Salesforce record for this deal, rather
   than waiting on us. It shows the current stage, the target
   closing date, and when that was last confirmed.
   
   If something looks stuck or the date moves, call me directly
   and I'll tell you what's behind it.

2. Answer with the location, not just the answer

   "It's in curative with two items open — that's on the Salesforce record any time you want it" costs you a few extra words and stops the next three emails. Answering the question alone teaches people that asking you works.

3. Give the frequent askers a saved view

   A broker who sends you six emails a week doesn't want one record — they want their book. A Salesforce list view or report filtered to their orders, sorted by closing date, turns six emails into a bookmark. Ask your admin to set one up.

What isn't in Salesforce

Knowing the boundary prevents most misunderstandings — and stops people hunting for something that was never going to be there.

• Documents. Commitments, policies, settlement statements, and any other file attachment stay in Qualia. Nothing is copied.
• Internal notes. File notes and internal correspondence are not synced.
• The reason behind a change. You'll see that a closing date moved from the 2nd to the 14th. You won't see why. That's deliberate — the reason is usually a conversation, not a field.
• Payoff figures and lien detail. Open requirements are listed by label, so the record will say a payoff or a release is outstanding. The underlying figures, lien documents, and party-specific detail stay in Qualia.
• Anything the receiving app doesn't store. Your Salesforce team decides which delivered fields land on the record. If something never appears, that's a configuration choice on your side rather than a fault.
• Wire and payoff instructions. Never transmitted, never shown. See the warning under when to still call.

Deleting an order in Qualia also does not delete the Salesforce record. It's flagged in history for a person to decide what should happen.

When something looks off

Before escalating, one check settles most cases — look at Last synced:

If you do need to escalate, the fastest report contains three things: the order number, what Salesforce shows, and what Qualia shows. That's usually enough to diagnose without anyone opening a screen-share.

Getting access

Access comes from the title company's Salesforce org, not from TitleBridge. There's no separate TitleBridge login, no app to install, and nothing for you to configure.

Depending on how the title company has set things up, you'll be looking at one of:

• A Salesforce record, if you already work inside the same org.
• A partner or Experience Cloud page — a web page showing the orders you're a party to. Most external partners get this.
• A shared report or list view showing your whole book at once, which is usually what you actually want.

If you don't have access yet, ask your contact at the title company — their Salesforce admin grants it. We can't grant it for you; TitleBridge never controls who sees what.

Finding your order

1. Search the order number if you have it — something like QO-48120. It's the most reliable identifier and it's unique.
2. Search the property address if you don't. Street number plus street name is usually enough.
3. Use your list view if you're checking several files. Sorting by closing date puts whatever needs attention this week at the top.

Then read three fields, in this order: Status, Closing date, Last synced. The first tells you where the file is, the second tells you the current target, the third tells you how much to trust the first two.

For what the status actually means, go to Order status, explained — it's written for exactly this moment.

How current is this?

Fair question, and the record answers it. The Last synced field shows when Salesforce last heard from the title company's system.

Most changes reach Salesforce within seconds: Qualia notifies the system the moment something happens, and it's delivered straight through. If a notification is ever missed, a periodic check catches it — typically within about ten minutes. Either way there's no overnight batch and nothing anyone has to remember to run.

Two different things that look the same

People conflate these constantly, and it's the source of most unnecessary phone calls:

So: a stale status with a fresh sync means nothing is wrong with the system — it means nothing has happened yet. That distinction saves everyone a call.

When to still call

The point of all this is to remove the routine questions, not the useful ones. Pick up the phone for:

• A closing date that moved. You can see that it moved; you can't see why. The reason usually matters more than the date.
• Anything sitting in Curative. If you or your borrower can help clear it — a payoff statement, a signature, a document — knowing the specific requirement gets the file moving.
• A document you need. Commitments and policies aren't in Salesforce and never will be.
• Anything that doesn't look right. Trust the instinct. A quick call beats an assumption on a file that's about to fund.

How the sync behaves

TitleBridge is a hosted service that sits between the two systems. It runs as a three-stage pipeline:

1. Watch. Qualia notifies us the moment an order changes, and we also poll on an interval as a backstop so nothing is missed if a notification is dropped.
2. Filter and store. Every payload passes a storage allowlist before anything is written. Each change becomes an immutable event in an append-only log, carrying an increasing sequence number.
3. Deliver. A signed JSON message is posted to a receiving endpoint in your Salesforce org, which matches the loan and upserts the record.

A notification-driven change is captured and delivered within seconds. The poll backstop runs on a per-customer interval (ten minutes by default) with a deliberate overlap window, so a missed notification costs minutes rather than being lost — duplicate captures are absorbed by hashing. Each delivery is assembled in memory at send time rather than replayed from storage.

Boundaries worth knowing

• Read-only toward Qualia. The only write we ever make is configuring our own webhook subscription, which an administrator initiates. We never create or edit a title file.
• We hold no Salesforce credentials. We never log into your org. We post a signed message to an endpoint you control; your code decides what to write.
• Borrower NPI is never stored by us — see security & data location. It is present in the delivered payload, because that's what makes the Salesforce record useful.
• Nothing is deleted. The capture log is append-only, and we never delete a Salesforce record.
• Documents are never transferred. Commitments, policies, and attachments stay in Qualia.

Connections & access

A connection is a bidirectional channel between one title company and one Salesforce org. Setting one up touches both ends.

The Qualia end

Per-customer Qualia API credentials are stored encrypted at rest (AES-256-GCM) and are never displayed again after setup. We subscribe to change notifications and run a delta poll as a backstop; the poll interval is configurable per customer.

The Salesforce end

You install or build a small receiving application in your own org. It needs:

• An Apex REST resource to receive the push.
• A Title_Order__c custom object with Qualia_Order_Id__c marked External ID, Unique — that's the upsert key.
• Loan matching by SOQL on your loan object (see the field map).
• Optionally a Lightning component on the loan record page to display milestone and key dates.

Setup values, issued once

The signing secret and API key are shown once at creation and stored encrypted thereafter. Put them in a protected Custom Setting or Custom Metadata record per org.

Dry run first

A new connection starts in DRY_RUN: TitleBridge records what it would send and sends nothing. Flip it to ACTIVE when your receiver is ready. This is the safest way to verify the wire shape against real orders without writing anything.

Broker scoping

A connection can be restricted to specific mortgage brokerages. A scoped connection receives only orders originated by those firms — never another broker's orders, and never orders with no brokerage. A broker's app therefore only ever sees its own book, and no filtering is needed (or possible) on the receiving side. Unscoped connections receive all of that customer's orders.

The reverse channel

The channel runs both ways. Your app can report loan lifecycle events back to us — a loan withdrawn, for instance — authenticated with the inbound key. TitleBridge emails the title company so a person can act in Qualia. We never write that back into Qualia ourselves.

Payload & field map

Field mapping happens on your side, not in TitleBridge. We publish a stable JSON contract; your receiving app decides where each value lands. That's deliberate — it means your custom fields, record types, and automation stay entirely under your control.

Canonical milestone values

Define Title_Status__c with exactly this picklist. Your users can see whatever labels you prefer; these are the API values we send:

ORDER_OPENED             TITLE_SEARCH_IN_PROGRESS
COMMITMENT_ISSUED        CURATIVE_IN_PROGRESS
CLEAR_TO_CLOSE_TITLE     CLOSING_SCHEDULED
CLOSED                   POLICY_ISSUED
ON_HOLD                  CANCELLED

canonicalMilestone is null until the title company has annotated its own workflow — status.raw always carries their label in the meantime, so build your display to fall back to it.

Matching the loan

The join key is the loan number — the LOS loan number that flows through to Qualia, so it matches the one on your loan record. Around 98% of orders carry it.

List<Loan__c> hits = [SELECT Id FROM Loan__c
                      WHERE Loan_Number__c = :order.loanNumber LIMIT 2];

For the small remainder without one, fall back to loan officer email plus property street and zip. Always upsert the Title_Order__c record even when no loan matches — leave it unlinked and surface it in a list view for manual linking. Dropping it loses the update entirely.

Turn time

Each delivery can carry an expected turn time for the property's state — how long a file of this kind normally takes at this title company. It's what turns "where is it?" into "is it late?".

Title companies configure a default target in business days, with optional per-state overrides, so in practice almost every order carries one. The payload includes the target, the anchor date, a firm calendar deadline (dueOn), and a computed days-remaining figure.

Turn_Time_Days_Left__c = Turn_Time_Due__c - TODAY()

A reasonable display string: "Typical turn time 15 days for this file — 4 days left", switching to "6 days past turn time" when the value goes negative. Consider hiding it once the order is closed, since turn time no longer applies.

Delivery contract

Design your receiver for at-least-once, unordered delivery. Three rules make that safe:

• Upsert, always. Key on Qualia_Order_Id__c. The same order and state may legitimately arrive more than once — a webhook and the backstop poll overlapping, a retry, or a manual replay. Upserting makes duplicates harmless.
• Guard with the sequence. Ordering is not guaranteed across orders, but per order the sequence value always increases. Ignore an event whose sequence is at or below the one you've already stored, and out-of-order deliveries stop being a problem.
• Commit before you acknowledge. Return 2xx only once the record is saved. A 2xx tells us the update is safely landed and we stop retrying.

Event types

When a delivery fails

Any non-2xx response or timeout is retried with backoff: 1 minute, 5 minutes, 15 minutes, 1 hour, 6 hours. A brief outage on your side self-heals without anyone doing anything.

After the last attempt the event is dead-lettered — it remains visible and replayable in the portal's Sync Monitor, and it raises an alert to us. Nothing is silently dropped, and nothing needs re-importing after an outage.

History & audit

Two separate records exist, and it's worth knowing which one answers which question.

• The capture log — every change observed in Qualia, stored append-only with a sequence number and a field-level diff against the previous state. Answers "what did the file do, and when?"
• The delivery record — every push attempt, its response, and its outcome, visible in the Sync Monitor with a replay action. Answers "did Salesforce get it?"

Delivery records are scrubbed of sensitive detail at the point of writing, so the log itself can never leak borrower information even though the payload it describes contained some.

Access to sensitive detail is audited separately: viewing a live sensitive view, or decrypting a loan number for display, each write their own audit row recording who, which order, and when — never the content.

Retention: captured raw payloads 12 months by default and configurable; delivery records 13 months. Quote the event ID from the Sync Monitor when contacting support and we can see the exact payload, response, and outcome without asking for a screenshot.

Security & data location

The questions below are the ones vendor-review teams ask, in the order they usually ask them.

Where does our data live?

On TitleBridge's infrastructure in the United States. This is a hosted service, so the order timeline rests on our servers rather than yours.

The more useful question is which data. Every payload from Qualia passes through a storage allowlist before anything is written. Order numbers, milestones, dates, and business entity names are stored. Borrower identity, property addresses, loan and policy amounts, individual charge amounts, free-text notes, and the title commitment's curative report are never written to our database at all — they're filtered out, and fetched live from Qualia only at the moment an authorised user asks to see them.

It's an allowlist rather than a blocklist, so a field Qualia adds next year is dropped by default instead of silently persisted. It also fails closed: if the filter can't parse a payload it degrades to a minimal identity record and alerts, never to storing the raw one.

What about the loan number?

The one deliberate exception, because it's the key that matches an order to a lender's loan record. It's encrypted at rest with AES-256-GCM and searched through a separately-keyed blind index, so lookups work without decryption. List views show only that a loan number is present; decrypting one to display it writes its own audit row.

What can it reach?

Read-only on Qualia — the only write we ever make is configuring our own webhook subscription, which an administrator initiates. We never create or edit a title file.

On the Salesforce side, we hold no Salesforce credentials and never log into your org. We send an HMAC-signed webhook to an endpoint you control, and your receiving app decides what to write. Revoking us means turning off your own endpoint.

How is one customer separated from another?

By the database, not just by application code. Row-level security runs in enforcing mode, so a query that forgot its tenant filter still returns nothing across the boundary. A request for another customer's order returns "not found" rather than confirming it exists.

What's the audit story?

Every delivery attempt is logged, and the log is scrubbed of sensitive detail at the point of writing — deliveries are rebuilt in memory at send time rather than replayed from storage, so the delivery record itself can't leak. Viewing sensitive detail and decrypting a loan number each write their own audit row recording who, what, and when, never the content.

What if we want it off?

Revoke the Qualia connection or disable your receiving endpoint. Capture stops cleanly and the data already in Salesforce stays exactly as it is — nothing is rolled back or deleted. Full deletion of a customer's data is a separate, deliberate action requiring an administrator and a two-step typed confirmation.

The complete breakdown of what is and isn't stored is in the Privacy Policy. Vendor questionnaires and architecture documentation go to security@titlebridgeapp.com.

Troubleshooting

Symptoms, what they usually mean, and — the part people actually need — who fixes it.

Glossary

Getting help

Route it to whoever can actually act, or it just adds a hop:

• "I can't see it" or "I need access" → the title company's Salesforce admin. Access is theirs to grant; we have no control over it.
• "What's happening on this file?" → the settlement agent named on the record. The reason behind a status isn't synced, by design.
• "The sync looks broken" → your Salesforce admin first, then TitleBridge support with the sync event ID.
• Security or vendor review → security@titlebridgeapp.com.

Response targets by severity are on the Support page, along with the answers we're asked most often.