Welcome Calls

This is the first call a new member gets from you. A day after they enroll, they get a quick thank-you text, and the next day the AI calls to welcome them, confirm their carrier and start date, tell them when the welcome packet shows up, and get your number saved in their phone. No selling, no pushing. The name of the game is that they hang up feeling taken care of.

It's the first stop in the Retention Journey, the set of templates that follow a member through their first year.

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

In the template picker, this one's called MA Welcome Calls.

At a glance

How people get in

The campaign comes with an automation that adds members 1 day after their enrollment date, as long as their policy status is Pending, Pending Effectuation, Pending Followup, or 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 import a member late, or turn this on after their enrollment date, they 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]?

Once they confirm, the AI introduces itself:

Hi, this is [AI name], your assigned virtual member care specialist from [Agency]. I'm calling on a recorded line with some quick information about your recent [Carrier] enrollment with [Agent name], and this is just to help with next steps for getting the most out of your new Medicare plan, and capturing any questions we can help you with. Do you have a quick minute?

From there it walks through the call one piece at a time:

1. Thanks them on behalf of [Agent name] and your agency, then confirms they're set up with [Carrier] and when coverage starts. If you've got plan highlights on file, it calls out one or two benefits.
2. Asks for questions: "Before we talk next steps, do you have any questions I can help document for the team?"
3. The welcome packet. It lets them know their packet, with their ID card and plan details, shows up within about ten business days.
4. Primary care check: "Before we wrap up, do you already have a primary care provider set up, or can we help you find one in-network for your new plan?"
5. The heads-up about other calls. It tells them they'll probably keep getting Medicare calls and ads, then: "If you do, please make sure to call us here at [Agency] immediately. Our goal is to make sure you feel completely confident in your Medicare plan, help you find the best one, and help you make the most of it. Does that make sense?"
6. Save the number. The number it's calling from is your main line, so they can save it as your agency for 24/7 access. Then: "Whether it's related to coverage and benefits, ID cards, claims or more, I can always get you the answer or get you to our team to help right away."
7. Wraps up. It asks if they have any final questions. If they ask when they can start using the plan, it confirms the date and says: "We'll check in with you again then to make sure you have your ID card and address any questions about your new benefits."

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

• "What is this?" "This is purely an informational call to thank you for working with us at [Agency] as your medicare advocates."
• Questions it can't answer (telehealth, gyms, specific doctors, drug coverage, networks, claims). It never guesses. It gets them to your team or routes it, and says: "It'll come as a message or a call back to this number from [Agent name]'s team." Then: "Is there anything else I can help capture for our team to make sure you're taken care of?"
• "Are you AI?" A straight yes: it's a virtual assistant calling on behalf of the agent. (If they ask "are you a recording," it says no.)
• Thinks it's a telemarketer. It leans on details only you'd know: the agent's name, your agency, the carrier, and that they just enrolled.
• Confused or overwhelmed. It slows way down and repeats the main point: you're enrolled, you're all set, coverage starts on the date on file.

After hours

The after-hours employee handles both callbacks it makes and members who call in while you're closed. Same welcome, same steps, but it's upfront that the office is unavailable, so there's no live transfer. When the AI calls out, it opens with:

Hi is this [First name] [Last name]?

If a member calls in, it says:

Hi, thank you for calling [Agency]. The office is currently unavailable, but this is [AI name], your virtual member care specialist on a recorded line. I can help with information about your recent [Carrier] enrollment with [Agent name], and get a callback set up for you if needed. How can I help you today?

If they need a person or ask something it can't answer, it says "I'll need to have [Agent name]'s team look into that for you. Let's get a callback scheduled for when they are available." Then it grabs their ZIP code if it doesn't have one, pulls real open times, and lets them pick one.

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).

The cadence

Day 1: Text

Hi [First name], thanks for trusting [Agency] with your Medicare guidance. Call or text us here 24/7 for any questions.

Day 2: Call

Text, a few minutes before the call:

Hi [First name], we'll be calling shortly with some important information and next steps for your new Medicare plan!

Voicemail if they don't pick up:

Hi [First name], this is your care assistant from [Agency] calling with some important next steps regarding your recent enrollment with [Agent name]. Please give us a call back at this number when you get a chance.

If they don't pick up, they also get this text:

Looks like we missed you. Please feel free to call this number 24/7 to connect with your agent, or get instant answers to your medicare questions.

After the call, the journey ends either way. There's one call, no retries.

How the call works

• If they talk to the AI (including if they ask to be called later, or the call drops early), they're done.
• If they don't pick up, they get the voicemail and the missed-you text, and they're done.
• 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 they ask not to be called, they're stopped right away.

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 make the call a lot better.
• 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.

Text version

There's also a text-only version: Welcome Text. Pick one. If you run both, new members hear from you twice.

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.