Welcome Text
One text on a new member's enrollment date that introduces their agent and gives them your number.
This is the first text a new member gets from you. It's short: it says who their agent is, that they're the person to go to for anything on the plan, and gives them your number to keep handy. That's it. 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 | New members |
| Goal | Introduce their agent and get your number in their phone |
| How people get in | Automatically, on their enrollment date |
| Calls | 0 |
| Texts | 1 |
| Runs for | 1 day |
| Escalations | None |
How people get in
The campaign comes with an automation that adds members on their enrollment date, as long as their policy status is Active, Placed, Pending, Pending Effectuation, or Pending Followup.
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 after their enrollment date, or turn this on after it, they won't get the welcome text. If you want to send it to people like that anyway, you can add them yourself.
The text
Day 1: Text
Hi [First name], this is [Agent name] with [Agency]. I'm your person for anything on your [Carrier] plan from here on out. We're at [Agency phone], so keep it handy and use it anytime.
[Agent name] is the member's agent and [Agency phone] is your number. If something's missing for a member, the text fills in a fallback instead: "there" for the name, "your agent" for the agent, "our office" for the agency, "new" for the carrier, and "this number" for the phone.
After the text goes out, the journey ends.
Call version
There's also a call version of this: Welcome Calls. Pick one. If you run both, you'll double up on the same new members.
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 enrollment date, or the automation can't pick them up. An assigned agent makes the text a lot more personal.
- Timing. 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. 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.
Welcome Calls
A welcome text the day after a new Medicare member's enrollment date, then one welcome call the next day, to set expectations for their coverage and materials.
Approval Calls
Up to three calls in two days to tell newly approved Medicare members their application went through and walk them through next steps.