Welcome Calls

Someone just signed up for an ACA plan through the Marketplace. For a lot of people that's their first health plan ever, or they're getting covered again after a gap. This campaign has the AI call them right after they enroll to say congrats, confirm everything's set, and walk them through what to expect next.

No selling, no plan review. Your agent already built the relationship. The AI is just the follow-through, so the member feels taken care of.

In the template picker, this one's called ACA Welcome Calls.

In the messages below, anything in brackets fills in for each member: [First name], [Agent name], [Agency], [Carrier], [Effective date], and [Agency phone] (your agency's number).

At a glance

How people get in

There's no automation, so you add people yourself. See Add Customers to a Campaign. The script is written for people who enrolled the day before, so the day after someone enrolls is the sweet spot to add them.

Want it hands-off? You can build your own automation in the Automations tab. 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] [Last name]?

If the member's calling back, it opens with:

Hey thanks for calling me back. Is this [First name]?

Then the AI introduces itself as a virtual assistant from your agency, mentions the recorded line, references their recent enrollment with their agent, and makes sure it's talking to the member. Heads up: the example lines in the script have the AI calling itself "Sarah," so it may borrow that name instead of the one you gave your AI employee. Worth a look in the Employees tab.

Once it's confirmed, it leads with the good news: their [Carrier] enrollment is confirmed and set. It gives them their enrollment date and the date coverage starts. Then it walks through what's next:

• A welcome kit from the carrier, with ID cards and plan details, usually within two to three weeks, plus a confirmation from Healthcare.gov.
• Your number, in case anything comes up. It asks if they're ready to write it down before reading it.
• A friendly heads-up that they may get calls or mail from other insurance agencies. That's normal, and they're already enrolled, so there's nothing to act on.
• A follow-up in a few weeks to make sure materials arrived and coverage is active.

Then it thanks them for choosing your agency.

The AI can answer questions about enrollment dates, when coverage starts, the carrier, the agent, and the general timeline. Anything about benefits, deductibles, copays, networks, prescriptions, subsidies, tax credits, or premiums, it doesn't guess. It logs an inquiry for the agent and says:

that's actually a really good question - [Agent name] is the best person for that one, so I'll make sure they follow up with you

It's also set up for:

• Someone else answers. It asks for the member by name. If they're not around, it offers your number and wraps up, without sharing enrollment details with anyone else.
• They think it's a scam. It gets it (lots of junk calls out there), reminds them this is about their enrollment with their agent, and offers the number so they can call back on their own terms.
• They want to talk to their agent. It gives them the number and wraps up.
• Questions about their subsidy or tax credit. It never discusses the amount. That goes to the agent.
• They want to cancel or change plans. It doesn't talk them out of it. It points them to your number or their agent.
• No Healthcare.gov confirmation yet. It tells them that usually takes a few days, to check spam, and that they can log in to their Healthcare.gov account to check status anytime.
• Bad time. No pushing. It asks when's better or offers your number, and wraps up.

After hours

If a member calls back after hours, the after-hours employee picks up. Its script works like the appointment callback below: confirm it's them, mention the recorded line, and get them connected or book a time.

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 back 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, it books them for another time and gives them your number in case they need you before then.

The cadence

Day 1: Call

Text, a couple minutes before the call:

Hi [First name], this is [Agency] - [Agent name]'s team. We've got a quick update on your [Carrier] enrollment! Giving you a call in a few minutes.

Voicemail if they don't pick up:

Hi [First name], this is a courtesy welcome call from the team at [Agency]. Thank you for being a valued member and entrusting [Agent name] as your medicare advisor. Please feel free to call back for more information and next steps on your recent enrollment.

If they asked for a call later, this text goes out right after (if they just didn't pick up, there's no text):

No worries, [First name]! We'll try you again in a bit - just want to share a quick update on your [Carrier] enrollment. You can always reach us at [Agency phone].

Day 1, about 3 hours later: Call

Text, a few minutes before the call:

Hey [First name], it's [Agency] again - just trying to reach you about your [Carrier] enrollment with [Agent name]. Quick call, promise!

Voicemail if they don't pick up: the same one as the first call.

If they asked for a call later (again, no text if they just didn't pick up):

Hey [First name], we keep missing each other! We'll try one more time tomorrow. In the meantime - your [Carrier] enrollment is confirmed and coverage starts [Effective date]. Reach us at [Agency phone] if you need anything.

Day 2: Call

Text, a few minutes before the call:

Hi [First name], last try from [Agency]! Just wanted to confirm your [Carrier] enrollment is all set. Giving you a quick ring - or call us back anytime at [Agency phone].

Voicemail if they don't pick up: the same one as the first call.

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

Hey [First name], we weren't able to reach you but wanted you to know - your [Carrier] enrollment is confirmed! Coverage starts [Effective date]. Your welcome kit with ID cards should arrive in 2-3 weeks. Call us anytime at [Agency phone]. Congrats on getting covered!

When they do connect

When the welcome call wraps up, they get a text that matches which call it was, and the journey ends.

How each call works

• If the welcome call goes fine, they get a "congrats" text and they're done.
• If they ask for a call later or say it's a bad time, they get a text and move to the next try.
• If nobody picks up or the call drops early, they move to the next try (no text).
• If it's a bad number, they're stopped right away. Heads up: any call result the Pulse doesn't recognize also lands here and ends the journey.
• 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

• Fix the voicemail (see the warning above).
• 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. The script needs first and last name, carrier, agent, enrollment date, and effective date. Anyone missing one of those gets skipped, along with anyone who has no phone number, or no time zone or state.
• 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.
• 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. Once it's active, add your people.

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, or Dispositions and Routing for which call results go where.
• Who gets in: you add people yourself, or set up your own automation in the Automations tab. See Automations Explained.