30-Day Check-In Text
One light text a month into a member's plan, asking if anything came up, instead of a call.
About a month in is when questions start showing up. This is a quick check-in by text instead of a call: "anything come up you want a hand with?" No pushing, no rush. One text and they're done.
It's one of the pieces of the Retention Journey, so you can run it on its own or alongside the rest.
At a glance
| Who it's for | Members a month into their plan |
| Goal | A light touch so they know you're there |
| How people get in | Automatically, 30 days after their effective date |
| Calls | 0 |
| Texts | 1 |
| Runs for | 1 day |
| Escalations | None |
How people get in
The campaign comes with an automation that adds members 30 days after their effective date, as long as their policy status is Active, Placed, Pending, Pending Effectuation, or Pending Followup.
Date automations are checked once a night. They don't go back and catch people whose date already passed. You can always add people yourself.
The text
Day 1: Text
Hey [First name], it's [Agency]. You're about a month into your [Carrier] plan now. Anything come up you want a hand with? No rush, just text back whenever.
If something's missing for a member, the text fills in a fallback: "there" for the name, "your insurance office" for the agency, and "new" for the carrier.
The text invites them to reply, so keep an eye out for responses.
After the text goes out, the journey ends.
Call version
There's also a call version of this: 30-Day Check-In. Pick one. If you run both, you'll double up on the same members.
Before you turn it on
Its automation is already on
This template's automation switches on the moment you create the campaign, but the campaign starts as a Draft. Anyone it picks up before you activate gets skipped for good. Finish setup and activate before the next date comes up, or switch the automation off until you're ready (Automations tab, click it, turn off Active, Save Changes).
- SMS registration. Texts don't send until your number is registered (10DLC). See SMS and RCS Registration.
- Member data. Members need a phone number, a time zone or state, and an effective date, or the automation can't pick them up.
- Timing. Texts only go out during your business hours and between 8 AM and 9 PM in the member's time zone.
- Test it. Send it to yourself first. See Test Your Campaign.
- Activate. A new campaign starts as a Draft. Nothing goes out until you click Activate on the Overview tab.
Changing any of this
- The wording: the Pulse tab. Click the text step to edit it. See Pulse.
- Who gets in and when: the Automations tab. See Automations Explained.
30-Day Check-In
Up to three calls to check in with Medicare members 30 days after their coverage starts, catch problems early, and hear how the plan's working.
60-Day Check-In
Up to three calls to check in with Medicare members 60 days after their coverage starts and make sure things are going smoothly.