# Retention Campaigns (/docs/guides/keep-your-members/retention-campaigns)



Here's the harsh reality of selling health insurance: members remember their
carrier, but they rarely remember your agency. Then AEP rolls around, someone
else calls, and they're gone.

Retention campaigns fix that. They're automatic touchpoints after enrollment,
calls and texts that welcome members, check in through their first few months,
and stay in touch all year. By the time AEP comes, you're the person they
already know and trust, not a stranger calling about their plan.

You don't build these from scratch. Every one of them is a ready-made template
in the [Template Library](/docs/guides/template-library), tagged **Retention**,
with a brief that shows exactly what the AI says and when.

What's in the retention set [#whats-in-the-retention-set]

<Cards>
  <Card title="New members" href="/docs/guides/template-library/retention-journey#the-medicare-journey">
    Welcome Text and Welcome Calls, Approval Calls, ID card check-ins and
    texts, the Effective Date Check-In, and 30, 60, and 90-day check-ins.
  </Card>

  <Card title="Staying in touch all year" href="/docs/guides/template-library#staying-in-touch-all-year">
    Birthday and anniversary texts, plus friendly touches in February, April,
    June, July, and December.
  </Card>

  <Card title="AEP season" href="/docs/guides/template-library#aep-season">
    Pre-AEP Call, MA AEP Renewals Outreach, Mid-AEP Call, and AEP Renewals
    2027\.
  </Card>

  <Card title="Saves and alerts" href="/docs/guides/template-library#saves-and-alerts">
    Rapid Disenrollment Save, Payment Errors, and formulary and network change
    alerts.
  </Card>
</Cards>

Some are calls (an AI employee that also sends texts), and some are text-only
for the lighter touches. A few come in both versions on the same day, like the
30 and 60-day check-ins, so pick one or the other.

For ACA, there's a shorter set: Welcome Calls, ID Card Check-In, 30, 60, and
90-day check-ins, Birthday Text, and [New Member Payment
Reminders](/docs/guides/template-library/aca/new-member-payment-reminders)
for members whose first (binder) payment hasn't come through. See the [ACA
templates](/docs/guides/template-library#aca).

How members get in [#how-members-get-in]

Most retention templates come with an automation that adds members on its
own, based on a date: days after their enrollment date, days after their
effective date, a fixed day every year, or their birthday. Because everyone's
dates move along the same timeline, the campaigns line up into a journey
without you wiring anything together.

A few don't have an automation, because only you know who should get them
(Payment Errors, Silent Client Reconnect, and a couple of
others). You add those members yourself. See [Add Customers to a
Campaign](/docs/guides/campaign-toolkit/add-customers-to-a-campaign).

Heads up: date automations check once a night and only pick up people whose
date lands that day. They don't go back and catch your existing book. The
[Retention Journey](/docs/guides/template-library/retention-journey) covers
this and the other things worth knowing before you turn it on.

Where to start [#where-to-start]

<Steps>
  Pick your set [#pick-your-set]

  Start with [The Retention
  Journey](/docs/guides/template-library/retention-journey). It lays out
  every step on a timeline and lists the set our agencies run most.

  Create the campaigns [#create-the-campaigns]

  Go to **Campaigns**, click **New Campaign**, enter a name, and choose **Voice AI > Create from template**, and select the templates you want. You can create a bunch at
  once. See [Create a Campaign from a
  Template](/docs/guides/template-library/create-a-campaign-from-a-template).

  Set up escalations [#set-up-escalations]

  Every call template needs to know where to send transfers and which
  calendar to book on. Do this in each campaign's **Configuration > Scenarios & escalations** section. See
  [Escalations](/docs/guides/campaign-toolkit/assistant-behaviors).

  Turn them on [#turn-them-on]

  Activate each campaign from its **Overview** tab. From then on, members
  flow in on their own as their dates come up.
</Steps>

Whatever the AI can't handle on a call doesn't fall through the cracks. It
transfers the member to your team, books an appointment, or logs an inquiry
for follow-up.

<Callout title="Members already cancelling?">
  That's its own playbook. [Win-Backs](/docs/guides/template-library/medicare/win-backs)
  and [Rapid Disenrollment
  Save](/docs/guides/template-library/medicare/rapid-disenrollment-save) call
  members the moment their policy moves to Future Cancel, Terminated, or
  Cancelled. See [Save Cancelling
  Members](/docs/guides/keep-your-members/save-cancelling-members).
</Callout>

<Cards>
  <Card title="The Retention Journey" href="/docs/guides/template-library/retention-journey">
    How the templates line up across a member's first year and beyond.
  </Card>

  <Card title="Template Library" href="/docs/guides/template-library">
    Every template, with a full brief for each.
  </Card>

  <Card title="Save Cancelling Members" href="/docs/guides/keep-your-members/save-cancelling-members">
    Catch members the moment they start to leave.
  </Card>
</Cards>