Silent Client Reconnect

A client who hasn't heard from anyone in six months is the easiest one for a competitor to take. This campaign reaches back out to those members: their plan's still active, but nobody's talked to them in a while.

The AI's job is pretty simple: be recognizable, be useful once, and leave them knowing who to call. It expects that they might not remember your agency or their agent by name, and it never makes them feel tested about it. It fits alongside the year-round Retention Journey.

In the messages below, anything in brackets fills in for each member: [First name], [AI name] (whatever you've named your AI employee), [Agency], [Agent name] (their assigned agent), [Agency phone], and [Carrier].

At a glance

How people get in

There's no automation on this one. The campaign doesn't figure out on its own who's gone quiet, so you pull that list and add them yourself. See Add Customers to a Campaign.

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:

Hi, this is [AI name] at [Agency], I work with [Agent name]. Am I catching [First name] at an okay time?

Once they confirm, the AI says:

Oh hey [First name], so uh I'm calling for [Agent name], they're the agent who set you up with your [Carrier] plan. They just wanted me to check in and see how everything's been going.

If they sound unsure who's calling, it gives them the basics once and stops: "Yeah so [Agent name]'s the agent at [Agency] who helped you get set up with your [Carrier] plan." If they still don't place it, it doesn't push. It moves on to the useful part:

So how's the plan been working out for you? Everything been ok with your doctors and prescriptions and all that?

Six months of quiet often means six months of small unresolved stuff. If they name a problem, this is where the call earns itself. The AI logs it and gets them to their agent right then: a transfer if they'll take it, otherwise a booked time. If they don't name anything, it doesn't make something up.

Then the part that matters most on this call, leaving them the number:

Ok good. Well the main thing is you've got us, so if anything comes up with the plan or you've got a question or whatever, you can just call or text this number and it comes right to [Agent name]'s team.

The AI is told not to apologize for the gap or make a thing of how long it's been.

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

• "I don't remember any of this." It doesn't argue or quiz them. It names the agent, your agency, and the carrier once, then moves to whether the plan is working.
• "Nobody's called me in ages." One short acknowledgment, no over-apologizing: "Yeah, fair enough. Well I've got you now, so how's everything been going with the plan?"
• They've moved to another agent or plan. It doesn't try to win them back or knock anyone. It notes it so your records are right and lets them go warmly.
• Something's been broken for months. It takes it seriously, gets the full details, and gets them to their agent the fastest way they'll accept.
• "Is this a scam?" It mentions their agent, your agency, and their plan, and tells them they can call your number themselves to check.
• "Are you a robot?" "I'm a virtual assistant, I help [Agent name] check in with clients."

After hours

Same call, same questions, but this one runs when nobody on your team is around to take the call live. If the member names a problem, it lets them know nobody's at their desk right now and makes sure their agent's team follows up to get it sorted.

Appointment callbacks

If someone booked a time, this employee makes the callback. It introduces itself, mentions the call is recorded, reminds them they had a callback scheduled about their [Carrier] plan, checks that now still works, and transfers them to your team. If now's bad, it finds a new time on your calendar and books it.

The cadence

Day 1: Call

Text, a few minutes before the call:

Hi [First name], it's [AI name] from [Agent name]'s office at [Agency]. It's been a while, so we're giving you a quick ring in a minute to check in on your [Carrier] plan. Nothing you need to do first!

Voicemail if they don't pick up:

Hi [First name], this is [AI name] at [Agency], I work with [Agent name]. It's been a while since we've talked, so I wanted to check in and make sure your [Carrier] plan is still doing what you need it to. There's nothing you have to take care of here. If you want to reach us, we're at [Agency phone], and we're glad to help anytime.

Day 1: Text (if we didn't reach them)

Just missed you. Nothing urgent going on, it's only [Agent name]'s office checking in on your [Carrier] plan. We'll try you again soon.

Day 4: Call

Text, a few minutes before the call:

[First name], trying you again shortly. Still [AI name] from [Agent name]'s office, just wanting to catch up on how your [Carrier] plan's treating you.

No voicemail.

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

Looks like we keep missing each other, and that's alright. Whenever you've got a minute, give [Agency] a call at [Agency phone] and someone here can help you out.

Day 7: Call

Text, a few minutes before the call:

One more try from us in a couple minutes. It's still [AI name] at [Agency]. If it's a bad moment, no worries at all.

Voicemail if they don't pick up: the same one as Day 1.

Day 7: Text (if we didn't reach them)

We'll leave you be for now. Nothing you need to do on your end. If a question ever comes up about your plan, [Agency] is easy to reach at [Agency phone], and we're always glad to help.

After that, the journey ends.

How each call works

• If they talk to the AI, they're done. No more calls.
• If they book an appointment, get transferred, or the AI logs an inquiry, they're done too.
• If we can't reach them (no answer, "call me later," or the call drops right away), they get the follow-up text and move to the next call.
• 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 member's time zone.

Before you turn it on

• Set up your 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 go to your Inbox and the Inquiries page automatically.
• Check your member data. The AI needs each member's first name, last name, assigned agent, carrier, and your agency name. People missing any of these get skipped, and so does anyone without a phone number or a time zone or state. The agent's name matters a lot here, since name recognition is doing real work on this call.
• 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.
• Add your members and 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 call or text step to edit it. See Pulse.
• Where transfers go and which calendar gets booked: Employees > Escalations. See Escalations.