Release 7.22.26
Carrier Follow-Up Sequences
Nudge the carriers who go quiet, then escalate the ones who stay quiet
Nudge the carriers who go quiet, then escalate the ones who stay quiet
When a broker sends an RFP, some carriers simply go quiet. They never open it, never download it, never submit a quote. Until now, Plansight did nothing about that. Chasing them was a manual job somebody had to remember to do.
Brokers can now build a follow-up sequence: a set of reminder emails, written once, that automatically go out to carriers who still owe a quote. When the reminders run out and the carrier is still silent, they land in a Needs Outreach queue so a person can pick up the phone.
The important idea: the broker authors the messages and the timing once, and the sequence runs itself across every RFP it is attached to.
This is the part worth slowing down on, because it is the thing people get wrong.
There is no setting for “chase carriers who didn't open it” or “didn't download it.” There is exactly one rule: chase carriers who haven't quoted every line.
A benefit line is settled once it has either a Quote or a Decline to Quote. Declining counts as responding. The carrier told us their answer, so we stop asking.
That means a carrier can be half-done and still get nudged:
Once every invited line is settled, the carrier drops out of the sequence automatically. Nobody has to turn it off.
The cadence bends around the RFP's due date. It never runs past it.
A useful way to hold it: the sequence isn't extended by the RFP window, it's truncated by it.
Every step in a sequence is made of a part the broker writes and a part they can't touch.
The body is broker-written, with merge fields. The “Available Actions” block is locked, and carries the same three per-carrier buttons as the RFP invite and cover letter:
Download RFP Upload Quote Decline to Quote
This mirrors how the RFP cover-letter builder already locks its middle section. The full block renders on every reminder, every time. The buttons never branch based on what the carrier has or hasn't done.
| Token | What it resolves to |
|---|---|
| Carrier First Name | The recipient on the RFP distribution list |
| Employer Name | The group the RFP is for |
| Open Benefit Types | Only the lines this carrier still owes. This is the one that makes the nudge specific. |
| RFP Due Date | The RFP's final bid date |
| Employer RFP Owner / Owner Email / Owner Phone | The primary broker contact on the RFP |
| Brokerage Name | The brokerage sending the RFP |
| Benefit Group | The benefit group or product |
There is no “short link” token. It would duplicate the locked action buttons.
Carriers only, pulled from the RFP's distribution list, deduped by email address. Disabled recipients are skipped.
There is no separate GA path. A non-participating GA on the distribution list receives the same notification as a carrier and is treated like one.
When the reminders are exhausted and lines are still open, the carrier surfaces in a dedicated Needs Outreach table.
Note what this is not: it is deliberately not a Task. Today the Task view surfaces quotes that aren't complete yet, and dropping follow-up escalations in there would pollute it.
The cadence is previewed on the RFP builder's final Review & Send step, under Proposal Due Date, which is the first place the real deadline actually exists.
From there a broker can see the inherited sequence, get a live check on whether it fits inside this RFP's window or overruns it, switch it on or off for this RFP, nudge individual reminder dates (flagged with a “Modified for this RFP” badge and a reset-to-template option), or compress the whole thing to fit.
What they can't do there is edit the messages. That's a link back to the builder. The principle is author once in the builder, tune timing lightly per RFP.
The interactive prototypes are the source of truth for the UX and are the fastest way to understand this feature. Internal, gated to @plansight.com. Walk them in this order:
Not settled as of this writing. Worth knowing before you field questions: