Pre-Qualification

Somebody fills out the form on your site asking for a Medicare review. Now what? This campaign calls them back, makes sure they know what this is (and what it isn't), asks a few quick eligibility questions, and transfers them to a licensed agent. Your agents get warm, screened prospects instead of cold form fills.

The AI isn't a licensed agent and it acts like it. It never quotes plans, compares prices, or gives medical advice. Its job is to gather a little info and get them over.

In the template picker, this one's called MA Pre-Qualification.

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

At a glance

How people get in

There's no automation on this one. You add people yourself. See Add Customers to a Campaign.

Who to add: new leads who asked to review their Medicare options. The script and texts specifically say "that form you filled out on our site" and "your request from our site," so it fits web-form leads best. If your leads come from somewhere else, tweak that wording first.

What the AI says

The campaign comes with three AI employees: one for daytime calls, one for after hours, and one for appointment callbacks.

Daytime calls (the main one)

The call opens with:

Hey is this [First name]?

Once they confirm, the AI says:

okay great. This is [AI name] from [Agency], just calling you on a recorded line about that form you filled out on our site. Do you have a minute?

Then it sets up the questions:

Ok great, so I'd love to get you talking to a licensed agent who can walk through plan options with you, I just need to ask a couple quick questions first, ok?

Next comes the disclosure. This one's word for word every time, no paraphrasing:

And just to be totally upfront, these plans can save you money but it is not a cash benefit. Does that still sound alright?

Then the screening, one question at a time:

1. Medicare Parts A and B. It asks if they know whether they have both.
2. Current coverage. Only if they said yes to A and B. It asks what kind of coverage they have now, like through an employer or an Advantage plan. If they said no or aren't sure, it skips this one.
3. Zip code. "alright, and could I just get your zip code real quick?" If they said no or aren't sure about A and B, it goes straight here: "okay, no worries. and what's your zip code?"

Once it has the zip, it says "Okay, perfect, just gimme one sec to go grab an agent for you, ok?" and transfers the call to your team.

The same employee answers if someone calls your campaign number directly. It greets them with:

Hey thanks for calling [Agency], this is [AI name]. I'd love to put you through to one of our licensed agents so they can help you out. Is it ok if I ask you a couple quick questions first?

Then it mentions the recorded line, asks if they're calling to look into their Medicare options, and runs the same questions.

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

• "What's a cash benefit?" or "Is this the free money thing?" It explains plainly that a cash benefit means money paid directly to them, and this isn't that. These are plans that can lower healthcare costs or add extra benefits. Then it checks that still sounds alright before moving on.
• "Are you a real person?" "yeah, I'm an AI assistant getting some basic info before I grab a licensed agent for you. does that sound alright?"

After hours

Same questions, same disclosure, but the agents are out. On an outbound call, once they confirm who they are, it says:

okay great. This is [AI name] from [Agency], returning your call on a recorded line since our office is currently closed. Do you have a quick minute?

Then:

Ok great, so our licensed agents are out of the office right now, but I'd love to get a callback scheduled for you during regular hours. I just need to ask a couple quick questions first, ok?

After the questions, it grabs their zip (it skips asking if the zip is already on file), pulls real open times from your calendar, and offers a couple: "Okay, looking at the schedule, I have times available at [Time A] or [Time B]. Which one of those works better for you?" It never asks what time they'd like before checking the schedule. Once they pick, it wraps up:

Okay, perfect, I've got you down for [Chosen Time]. One of our licensed agents will give you a call then. Have a great rest of your day!

Appointment callbacks

When an appointment comes up, this employee makes the callback. It opens with "Hey this is [Agency] calling for your scheduled appointment. Is now still a good time?", mentions the recorded line, and transfers them to a licensed agent. If now's bad, it books another time. If they don't want to schedule, it lets them go easily.

The cadence

Day 1: Call

Text, a few minutes before the call:

Hi [First name], this is [AI name] with [Agency] - got your request from our site about a Medicare review. Giving you a quick call here in a sec.

No voicemail.

Day 1, about three hours later: Call

Text, a few minutes before the call:

[First name], [AI name] again from [Agency] - tried you earlier about your Medicare review. Gonna try again in a minute.

Voicemail if they don't pick up:

Hi, this is [AI name] from [Agency]. I'm calling about the request you submitted online to check your Medicare options. Sorry I missed you. When you have a minute, please give us a call back at this number anytime. Thanks! Bye.

Day 2: Call

Text, a few minutes before the call:

[First name] - couldn't catch you yesterday on that Medicare review. Gonna try calling you again in a few minutes.

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

Day 4: Call

Text, a few minutes before the call:

Last try, [First name] - wanna make sure your Medicare review didn't slip through the cracks. Calling in a couple minutes. After this we'll close the file.

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

Day 4: Text (if we didn't reach them)

Hey [First name], tried you a few times about the Medicare review you requested from us at [Agency]. Couldn't connect so we're closing the file. If you still want a licensed agent to walk through your options, just call this number back and we'll get it set up.

After that, the journey ends.

How each call works

• If they get transferred, book an appointment, or the AI logs an inquiry, they're done. The journey ends right there. Booking an appointment ends all of that member's active campaigns.
• If they qualify or don't qualify, they're done either way. See the callout above for Call 1.
• If we can't reach them, they move to the next call. See the callout above for Call 1.
• If it's a bad number, or they ask not to be called, they're stopped right away.

Calls and texts only go out during your business hours and between 8 AM and 9 PM in the person's time zone.

Before you turn it on

• Set up your escalations in Employees > Escalations. Point Transfer Call at a transfer destination (your licensed agents) and Book Appointment at an appointment configuration. The campaign can't be activated until both point somewhere. Inquiries go to your Inbox and the Inquiries page automatically.
• Fix Call 1's routing in the Pulse tab (see the callout above).
• Check your lead data. The AI only requires your agency name, but it uses the person's first name and zip code when they're there. Anyone without a phone number or a time zone or state gets skipped.
• 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.
• Get SMS registration done so the texts can go out. See SMS and RCS Registration.
• Test it. See Test Your Campaign.
• Click Activate on the Overview tab, then add your leads.

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 call or text step to edit it. See Pulse and Dispositions and Routing.
• Who gets in: you add people yourself. If you'd rather have them come in automatically, set it up on the Automations tab. See Automations Explained.