Chain Campaigns with Automations

Automation recipes for adding members to campaigns, chaining one campaign into the next, and cleaning up when they're done.

An automation is a rule that adds people to a campaign (or takes them out) when something happens or when a date comes up. Every recipe below is built the same way: open the campaign's Configuration > Enrollment Automations editor, click Add automation (or Create Automation if the tab's empty), pick the action and the trigger, add filters if you want, and flip it to Active. You can save one as inactive and switch it on when you're ready.

If you haven't read Automations Explained, start there.

Check the template first

Most templates already come with their automation, switched on the moment you create the campaign. Welcome Calls adds members 1 day after their enrollment date, the Effective Date Check-In and the 30, 60, and 90-day check-ins key off the effective date, birthday texts go out on each member's birthday, the yearly touches fire on a fixed day, and Win-Backs and Rapid Disenrollment Save watch for status changes. You'll see it in the template picker under Automations created with this campaign, and on the campaign's Configuration > Enrollment Automations editor afterward.

So before you add your own, look at what's already there. Two automations doing the same job won't put someone in the same campaign twice (a member can only be in a campaign once at a time), but they can pick people up at times you didn't expect. Usually the right move is to edit the template's automation instead of adding a second one. See The Retention Journey for what each template's automation does.

The Recipes

Welcome call after every sale

The Welcome Calls template already does this: trigger Date-Based, Date Field Enrollment Date, Offset (days) 1, After, filtered to policy status Pending, Pending Effectuation, Pending Followup, or Active. Want only certain business? Add a filter like Policy type is any of MA, MAPD. Want it to fire the moment a policy lands instead of the next night? Swap the trigger to Policy Created, and keep the status filter so you don't welcome someone whose policy came in cancelled.

Call when an application is approved

Approval Calls comes with an automation that adds members 7 days after their enrollment date, when most applications have been approved. To call the moment a policy is actually approved instead, use Policy Status Changed and pick the From and To statuses your policies actually move through when a carrier approves them (the picker starts at Pending to Active). If your data doesn't change status on approval, add members yourself instead. See Add Customers to a Campaign.

Save members who start to cancel

Trigger Policy Status Changed, To Future Cancel, Terminated, and Cancelled. Then split by how new the policy is with a Policy date filter on Effective Date: within the last 30 days for brand-new members, older than 30 days for everyone else. That's exactly how Rapid Disenrollment Save and Win-Backs are set up, so start from those. See Save Cancelling Members.

Chain campaign to campaign

On the next campaign: trigger Campaign Completed with the previous campaign as the Source Campaign. Use Campaign Failed the same way to send people you couldn't reach into a different follow-up instead of losing them. Heads up: our templates aren't chained this way. Each one has its own date automation. This recipe is for your own follow-ups, like sending everyone who finished a campaign into a text-only nudge.

Turning-65 outreach

Trigger Birthday with At age (optional) set to 65 and an offset Before the date (for example 90 days before). Add a State filter if you only want certain states.

Renewal window

Trigger Date-Based on Renewal Date, offset some number of days Before. Your review campaign now reaches members ahead of every renewal without a spreadsheet.

Same day every year

Trigger Day of Year with the month and day. The yearly templates already use this: Mid-OEP Touch on February 15, Spring Touch on April 28, Use Your Benefits Reminder Text on June 15, Mid-Year Check-In on July 28, Pre-AEP Call on September 8, Mid-AEP Call on November 1, and Holiday & Pre-OEP Text on December 22. Change the date on the template's automation if you want a different day.

Take people out when their status changes

Choose the action Remove from campaign(s), trigger Policy Status Changed. For example, To Active on Win-Backs, so members whose policy gets saved stop getting save calls. Under Remove from, pick Any active campaign or Specific campaigns, and set Final status to Completed or Failed.

Retire stale enrollments

Choose Remove from campaign(s), trigger Time In Campaign (for example 60 days), pick the campaigns it should clean up under Remove from, and set Final status to Failed. People who linger past the useful window exit cleanly instead of clogging your numbers.

When you pick Remove from campaign(s), the only triggers you can use are Policy Status Changed and Time In Campaign.

Before you count on a recipe

Date triggers look forward, not back. Date-Based, Birthday, and Day of Year check once a night and only pick up people whose date lands that day. Anyone whose date already passed gets missed. Add them yourself if you want them in.
Status triggers only catch changes. Policy Status Changed fires when an existing policy changes status. A brand-new policy that arrives already in that status only fires Policy Created.
Finished means finished. Once someone completes a campaign, its automations won't add them again. Use Restart if you want them to go through it a second time.
Activate before your automation fires. An automation can add people to a Draft campaign, and if their first step comes due before you activate, they're marked Skipped for good. Either turn the campaign on first, or leave the automation off until you do. See How Campaigns Run.

Managing Automations

Each automation row shows whether it's Active or Inactive, a plain-language summary of the trigger, and which campaign it adds people to (or takes them out of). From the row menu you can Edit, Duplicate (makes an inactive copy named "[name] Copy" for you to tweak), Enable/Disable, and Delete. Deleting only stops future enrollments. People the automation already added aren't affected.

Two rules worth remembering: Lead source filters only work on the Lead Created trigger, and a Campaign membership filter of "not active in" is the standard way to keep someone out of a campaign while they're in another one.