90-Day Check-In

Three months in, your ACA members have been living with their plan for a while. This campaign has the AI check in to see how it's going and catch anything that's come up, like a surprise bill or a denied claim, before it turns into a cancellation.

It's the same friendly check-in as the 30-Day Check-In, with one big difference: this one tries up to three times over four days and sends a text after every call, so it's a lot more likely to actually reach people.

In the template picker, this one's called ACA 90-Day Check-In.

In the messages below, anything in brackets fills in for each member: [First name], [AI name] (whatever you've named your AI employee), [Agent name], [Agency], and [Carrier].

At a glance

How people get in

There's no automation, so you add people yourself. See Add Customers to a Campaign. Pick the members who are about three months into their plan, since that's what the AI says on the call.

Want it to happen on its own? You can add your own automation in the Automations tab, like one that adds Active members 90 days after their effective date. See Automations Explained.

What the AI says

The campaign comes with three AI employees.

Daytime calls (the main one)

The call opens with:

Hey is this [First name]?

As soon as they answer, the AI says:

Yeah hey this is [AI name], calling from [Agent name]'s team at [Agency]. Oh and this is a recorded line. But yeah I'm just calling 'cuz it's been about three months since your [Carrier] plan started and I wanted to check-in, you know, see how it's been treatin' you. Have you had any issues or questions?

From there, the AI follows wherever they go:

• Everything's good. It asks once, just to catch anything they forgot: "Oh ok awesome. Well while I have you here, is there anything you'd like me to pass on to [Agent name]?" If they say no, it believes them and wraps up.
• They have a question about coverage, copays, deductibles, or prescriptions. The AI doesn't have a plan lookup on this call, so it never guesses. It logs an inquiry for your team and says: "Ok yeah good question, lemme have the team double check that and get back to you so I don't get it wrong, sound good?"
• They have a problem, like a billing or claims issue. It acknowledges it like a person would first ("Man, yeah I'd be frustrated too."), then logs it for your team: "Ok yeah I wanna make sure we get you the exact right answer on this. I'm gonna have the team look into it and give you a call back, alright?"
• They want their agent, or want to compare plans. The AI doesn't do the comparison itself. It books them a time with your team, or transfers them if they need a live person right now.

When they're done, it signs off with:

Ok nice. Well yeah, we'll keep an eye on things for you. And if anything pops up on your end, you can always give me a call at this number twenty four seven.

It's also set up for the stuff people say on these calls:

• A surprise bill or a denied claim. It doesn't guess at why, doesn't promise it'll get paid, and never tells them to call the carrier. Your team investigates.
• Their health. It never asks about health status, diagnoses, or medical history.

The AI never pitches other products or cross-sells anything on this call.

After hours

If a member calls in while your team's unavailable, the after-hours employee picks up. It doesn't run the check-in. It figures out what they need, says the team's unavailable right now, and books a callback during your hours:

Yeah hey this is [AI name] with [Agent name]'s team at [Agency]. The team is actually unavailable right now, but this is a recorded line and I can definitely help get you set up for a callback. What were you calling about?

It pulls real open times from your calendar (it uses the member's zip code to get their time zone, and asks for it if it's missing) and lets them pick one. Questions about coverage, bills, or claims? It doesn't guess, it books a time for your team to go over it. It can also log an inquiry, but it can't transfer.

Appointment callbacks

When an appointment comes up, what happens depends on your appointment configuration. If the AI makes the callback, it confirms it's the right person, mentions the recorded line, says it's calling for their scheduled appointment, checks that now still works, and transfers them to your team: "ok great - let me get you over to them right now, just hang on one sec." If now's not good, or the member isn't the one who picked up, it pulls real times from your calendar and rebooks. If they won't take the transfer but want a billing or coverage issue looked into, it logs an inquiry.

The cadence

Day 1: Call

Text, a couple minutes before the call:

Hi [First name], this is [AI name] from [Agent name]'s team at [Agency]. I'm gonna give you a quick call in a few to check in on how your [Carrier] plan has been going. Talk soon!

Voicemail if they don't pick up:

Hey [First name], it's [AI name] calling from [Agent name]'s team over at [Agency] - just doing a quick check-in on your [Carrier] plan since it's been about three months. Nothing urgent, just wanted to see how it's going and if anything's come up. Give me a ring back whenever you get a sec. Thanks. Bye bye.

If they didn't connect, this text goes out right after:

Hey [First name], looks like we didn't connect. I'll try you again in a day or so for your three-month [Carrier] check-in. You can always reach us by calling or texting this number anytime.

Day 2: Call

Text, a couple minutes before the call:

Hi [First name], [AI name] from [Agent name]'s team again. Gonna try you one more time for your [Carrier] check-in - should only take a minute.

Voicemail if they don't pick up: the same one as Day 1.

If they didn't connect:

Missed you again, [First name]. I'll give it one more try in a few days. If you'd rather not wait, you can call us anytime at this number.

Day 4: Call

Text, a couple minutes before the call:

Hi [First name], last try from me - just wanted to check in on the [Carrier] plan. If we keep missing each other, no worries - you can reach us anytime at this number.

Voicemail if they don't pick up: the same one as Day 1.

If they didn't connect, one last text, and then the journey ends:

Hey [First name], we couldn't catch you for the three-month check-in, but no worries at all. If anything comes up with your [Carrier] plan down the road - a bill, a claim, a question - call or text us at this number and we'll take care of it.

When they do connect

On any of the three calls, if the conversation wraps up with everything fine, they get this text and the journey ends:

Thanks for the chat, [First name]! Glad to hear things are running smoothly so far. If anything weird comes up - a surprise bill, a denied claim, anything at all - just call or text us at this number and we'll handle it.

If the call ends with a cancel request, confusion about their policy, or a package that never showed up, they get this one instead, and the journey ends:

Hey [First name], I passed what we just talked about over to [Agent name]'s team - someone will get back to you shortly. You can also reach us anytime at this number.

How each call works

• If the check-in goes fine, they get the thank-you text and they're done.
• If they want to cancel, are confused about their policy, or never got a package, they get the "passed it to the team" text and they're done.
• If we can't reach them (no answer, voicemail, "call me later," or the call drops early), they get a text and move to the next try.
• If it's a bad number, they're stopped right away.
• If the AI books an appointment, transfers the call, or logs an inquiry, the journey ends right there. Booking an appointment ends all of that member's active campaigns.
• Do Not Call and invalid numbers stop right away.

Before you turn it on

• Set up your escalations in Employees > Escalations. Point Transfer Call at a transfer destination and Book Appointment at an appointment configuration. Inquiries don't need anything, they go to your Inbox and the Inquiries page and the member's assigned agent gets notified. You can't activate the campaign until Transfer Call and Book Appointment point somewhere.
• Register for SMS. This campaign texts, so you need SMS registration (10DLC) before the texts can send.
• Check your member data. People are skipped if they have no phone number, or no time zone or state. The texts and voicemail use the agent's name and carrier, so it's worth making sure those are filled in.
• Check your caller ID. Out of the box, this campaign calls from your agency's main number (the one your Receptionist answers), so make sure you have one. You can see this on the Phone Numbers tab: Use organization main number for outbound calls is switched on. Want it to call from its own number instead? Switch that off and add a number there (you can only change it while the campaign isn't active). See Managing Your Phone Numbers.
• Know when it calls. Calls and texts only go out during your business hours and between 8 AM and 9 PM in the member's time zone.
• Add your members once it's set up. Nobody gets in on their own. See Add Customers to a Campaign.
• Test it before you go live. See Test Your Campaign.

Then click Activate on the Overview tab. Until you do, the campaign is a Draft and nobody gets called.

Changing any of this

• What the AI says: the Employees tab. See Edit Your AI with Employees.
• Texts, voicemails, and timing: the Pulse tab. Click any call or text step to edit it. See Pulse.
• Who gets in: you add people yourself, or set up your own automation in the Automations tab. See Automations Explained.