Automations Explained
The rules that move customers into and out of campaigns, and how they chain campaigns into a member journey.
Campaigns do the talking; automations decide who gets talked to, and when. Every campaign fills itself through automations: rules that watch your data and enroll the right customers at the right moment. Chain them together and individual campaigns become a member journey that runs itself.
You manage them on each campaign's Automations tab.
The Two Actions
Every automation does one of two things when it fires:
- Enroll into a campaign: add the matching customer to a target campaign.
- Remove from campaign(s): take the customer out of outreach, with a final status of Completed or Failed, scoped to any active campaign, campaigns in chosen suites, or specific campaigns. This is your safety valve: one exit automation can stop everything for a customer the moment a condition is met.
Behind the scenes careCycle files enrollment automations into two categories: entry (triggered by data, like a new policy) and intra (triggered by another campaign completing or failing). You never pick the category; it follows from the trigger you choose, and intra automations are what chain campaigns together.
The Triggers
Triggers come in three families, exactly as the builder groups them:
Data created or changed: Lead Created, Customer Created, Policy Created, and Policy Status Changed (with a From and To status, either side can be Any). These fire the moment your book changes, which is what makes speed-to-lead and welcome calls automatic.
Date based: Date-Based (a policy date like Effective Date or Renewal Date, offset by up to 365 days before or after), Birthday (annually on the customer's date of birth, with an optional "At age" so you can target exactly the 65th), and Day of Year (a fixed calendar day, like September 1).
Campaign based: Campaign Completed and Campaign Failed (watch a source campaign and act on its outcome) and Time In Campaign (after a customer has been in a campaign N days, most useful for exits).
The Filters
Filters narrow who qualifies. Leave them empty and the automation applies to everyone the trigger matches; add conditions and combine them with Match ALL / Match ANY groups, nested as deep as you need. You can filter on policy status, type, subtype, carrier, and dates, customer state, language, and age ("turning 65 within 30 days"), lead source, your own custom fields, and campaign membership ("not already active in this campaign", the classic guard against double-enrolling).
Why This Is the Journey
Put the pieces together and the lifecycle runs itself: a policy is created, an entry automation enrolls the Welcome Call; the Welcome Call completes, an intra automation enrolls the Approval Check-In; a renewal date approaches, a date-based automation enrolls the review campaign; and an exit automation retires anyone who should no longer be contacted. Nobody remembers to do any of it, which is the point.