Spring Touch

Spring is the off-season. No deadlines, no paperwork, nothing to sign. That's exactly why it's a good time to call. This campaign checks in with every active member on April 28 to see what's changed since the start of the year: new medications, new doctors, anything at all.

The whole idea is to keep it light. It should feel like someone remembering to check in, not like an appointment. If the member has nothing to report, that's a good outcome and a short call. It's one of the stops on 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

The campaign comes with an automation that fires on April 28 every year. On that day, everyone on your book with a policy status of Active, Placed, Pending, Pending Effectuation, or Pending Followup gets added. Once a year, everybody who matches.

You can also add people yourself anytime. 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, it's [AI name] calling from [Agency]. Is this [First name]?

Once they confirm, the AI says:

Oh hey [First name], so uh [Agent name] just asked me to check in with you, no big reason or anything, just seeing how things have been going.

Then the question the whole call is about:

Ok good. So has anything changed for you this year? Like any new medications or new doctors or anything?

It gives them room and follows whatever they bring up. Then, if it hasn't come up already, it asks "Gotcha. And the plan itself's been treating you alright?" If they say "it's fine," it lightly asks "Just fine?" once.

Last, it asks if there's anything they've been wondering about or wanted to ask their agent. If so, it logs it and offers a time with their agent, or a transfer if they want it handled now. It wraps up by letting them know they can call or text this number anytime. They don't have to wait for someone to call them.

Anything real (a new prescription, a new specialist, a diagnosis, a move, a complaint about the plan) gets logged as an inquiry.

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

• "Why are you calling me?" No hidden reason, and it says so. Their agent checks in with clients through the year, nothing's wrong, nothing needs doing.
• "I want to change plans." It doesn't explain the rules. It notes what they want and gets them to their agent.
• A new diagnosis or health scare. It acknowledges it like a person would, briefly, then notes it so the agent has it for the fall review.
• They want to chat about something else. That's fine on this call, up to a point. It stays warm and comes back to the questions when there's a gap.
• "Not a good time." It takes that at face value the first time, offers a callback, and lets them go.
• "Are you a robot?" "I'm a virtual assistant, I help [Agent name] check in with clients."
• "Is this a sales call?" Nothing's being sold and there's no deadline. It says that plainly.

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 needs something, it lets them know the team is away from their desks, takes down the details, and makes sure their agent follows up.

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 [Agency]. Ringing you in a minute for a quick spring check-in on your [Carrier] plan. Nothing's wrong, just seeing how you're doing.

Voicemail if they don't pick up:

Hi [First name], it's [AI name] calling from [Agency]. Nothing's wrong, we're just doing our spring check-ins to see if anything's changed for you, like a new doctor or a new medication. If you've got a minute sometime, give us a ring back at [Agency phone]. Talk soon.

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

Looks like we just missed you. No big deal, we were only checking in to see if anything's changed for you lately. We'll try you again soon, or you can grab us at [Agency phone].

Day 4: Call

Text, a few minutes before the call:

[First name], one more try from us. We'll give you a ring in a couple minutes, still just the spring check-in, nothing you need to do ahead of it. If now's a bad time, no worries at all.

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

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

No luck catching you this round, and that's completely fine. There was never anything you needed to do. Anytime a question pops up on your [Carrier] plan, we're at [Agency phone].

After that, the journey ends.

How each call works

• If they finish the check-in with the AI, they're done.
• 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.
• 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 before April 28.

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.
• Who gets in and on what date: the Automations tab. See Automations Explained.