90-Day Check-In

Three months in, this call reconnects with the member to see how things are going and remind them you've got their back. Same script as the 30 and 60-day calls: catch any problems, answer questions, or just hear it's all good and let them go. It's the lightest of the three, with two calls instead of three.

It's part of the Retention Journey, the set of templates that follow a member through their first year. It comes after the 60-Day Check-In. In the template picker, this one's called MA 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), [Agency], [Agency phone] (your number), [Carrier], and [Agent name] (the member's agent).

At a glance

How people get in

The campaign comes with an automation that adds members 90 days after their effective date, as long as their policy status is Active.

Heads up: date automations are checked once a night. They don't go back and catch people whose date already passed. So if you turn this on late, anyone already past the 90-day mark won't get picked up. You can always add them yourself.

What the AI says

The campaign comes with three AI employees.

Daytime calls (the main one)

The call opens with:

Hi is this [First name]?

The moment 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 its 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?

This isn't a survey. The vibe is basically: how's the new plan, everything working? Cool, if anything breaks just call us. From there it follows where they go:

• Everything's good. It probes once, in case they forgot something: "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, or drug tiers. It looks it up and answers on the spot.
• They have a problem, like a surprise bill or a denied claim. It validates first ("Man, yeah I'd be frustrated too."), never guesses at an explanation, and never promises it'll get paid. It logs an inquiry for your team and says: "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 talk about bigger plan changes. It doesn't do plan comparisons itself. It books a time with your team, or transfers them, depending on what they ask for.

Before it says goodbye, it checks if there's anything else. After an escalation, that sounds like: "Alright, the team is gonna dig into that and let you know. Anything else I can help with?"

Once they're done, the goodbye:

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.

A few rules it always follows: it never tells the member to call their carrier (you handle it for them), never asks about their health or medical history, and never pitches other products. It also never guesses at a billing explanation and never promises a bill will get paid, only that your team will look into it.

After hours

When members call back after hours, the after-hours employee picks up. It's upfront that the office is closed. When a member calls back, it says:

Hey, thanks for calling [Agency]. This is [AI name], the virtual assistant. The office is actually closed right now, but how can I help?

It answers simple plan questions on the spot. For anything bigger, or if they want [Agent name], it gets them on the calendar for a callback during business hours (and logs an inquiry for billing or claims issues). It asks for their ZIP code if it's not on file, pulls real open times, and lets them pick. It never asks what time they want. The goodbye:

Ok nice. Well have a good night, and they'll talk to you soon!

Appointment callbacks

When an appointment comes up, what happens depends on your appointment configuration. If the AI makes the call, the appointment callback employee confirms it's the right person, checks that now still works, and transfers them to your team (or books a new time if now's not good). If they want a quick coverage answer first, it can look it up, then gets them over to the team. If they'd rather drop it, it lets them go: "yeah no I totally get it, we can just leave it for now"

The cadence

Day 1: Call

Text, a couple of minutes before the call:

Hey [First name], it's [Agent name]'s team - gonna give you a quick buzz in a couple minutes, just a 90-day check-in on your [Carrier] plan

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.

Then this text:

Hey [First name], tried catching you for your 90-day check-in on your [Carrier] plan. No rush - I'll try you again in a couple days, or just ring me at this number whenever's easy

Day 3: Call

Text, a couple of minutes before the call:

Hey [First name], [Agent name]'s team again from [Agency]. Trying to catch you for that 90-day check-in on your [Carrier] plan. Will call you in a couple mins :)

Same voicemail as Day 1. If they still don't pick up, they get one last text and the journey ends:

Hey [First name], didn't manage to catch you this round. No biggie - quick 90-day check-in on your [Carrier] plan, takes a couple mins. Ring me at this number whenever you've got time, or just text back here.

How each call works

• If they talk it through with the AI, they're done.
• If they're confused about their policy or say a package never showed up, they're done too. The journey ends marked as escalated.
• If they ask to cancel, they're done, and the journey ends marked as a cancel request. Want to try to keep them? See Save Cancelling Members.
• If they don't pick up, ask to be called later, or the call drops right away, they move to the next call.
• If they book an appointment, get transferred, or the AI logs an inquiry, the journey ends right there.
• If it's a wrong number or a bad number, or anything else comes up, the journey ends.

Before you turn it on

• Escalations. In Employees > Escalations, point Transfer Call at a transfer destination and Book Appointment at an appointment configuration. The campaign can't be activated until both point somewhere. Inquiries need nothing, they show up in your Inbox and on the Inquiries page.
• Member data. The scripts need first and last name, carrier, enrollment date, effective date, and agent name. Members missing any of that, or missing a phone number or time zone, get skipped. Plan highlights are optional but help the AI answer questions.
• SMS registration. Texts don't send until your number is registered (10DLC). See SMS and RCS Registration.
• Timing. Calls and texts only go out during your business hours and between 8 AM and 9 PM in the member's time zone. See Business Hours and Holidays.
• Test it. Call yourself first. See Test Your Campaign.
• Activate. A new campaign starts as a Draft. Nobody's contacted until you click Activate on the Overview tab.

Changing any of this

• What the AI says on calls: the Employees tab. See Edit Your AI with Employees.
• Texts, voicemails, and timing: the Pulse tab. Click any step to edit it. See Pulse.
• Who gets in and when: the Automations tab. See Automations Explained.