ID Card Not Received Text
One text 14 days after a member's effective date, asking if their plan ID card ever showed up.
Two weeks into coverage, a member without an ID card is a member who's going to have a bad day at the pharmacy. This text checks in: did the card show up? If not, you'll chase the carrier for them. 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 two weeks into their plan |
| Goal | Catch missing ID cards early |
| How people get in | Automatically, 14 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 14 days after their effective date, as long as their policy status is Active, Placed, Pending, Pending Effectuation, or Pending Followup.
That's everyone who matches, not just people you know are missing a card. The template doesn't check whether the card was already received.
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
Hi [First name], [Agency] here. Quick one: did your [Carrier] ID card ever turn up in the mail? If it didn't, no worries, we'll chase the carrier for you.
If something's missing for a member, the text fills in a fallback: "there" for the name, "your insurance office" for the agency, and "plan" for the carrier.
This one asks a question, so expect replies. Keep an eye out for them so nobody who says "no" gets left hanging.
After the text goes out, the journey ends.
Related templates
- Call version: ID Card Check-In covers the same ground on a call. Pick one. If you run both, you'll double up on the same members.
- The heads-up: ID Card Heads-Up Text goes out earlier, 15 days after enrollment, to say the card's on the way.
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.