Work with assigned Member Care flows

In this article you will learn where assigned actions show up in your day-to-day work, how to assign a flow to a member by hand, and how to read flow status, close a flow, or clean up flows for former members.

Contents

• Where assigned actions show up
• Assign a flow to a member by hand
• Open and work an assigned flow
• Flow and milestone status
• Close a flow before it completes
• What happens automatically and what doesn't

Fast lane

1. Open Members / Member care system and click Assign Member Care Flow.
2. Pick the member, then pick the flow.
3. Save.

Where assigned actions show up

If you are setting up Member Care for the first time, start with Member Care: Overview, prerequisites, and how flows get assigned for the concept and prerequisites.

Once a flow is assigned to a member and a milestone activates, the action surfaces in different places depending on how the flow was configured:

• Check-in dialog: a popup at the front desk the moment the member checks in. Use it for must-not-miss conversations tied to a check-in.
• Check-in list: the member appears flagged in the day's check-in list. The dialog does not interrupt the front-desk flow; the flag is a soft prompt.
• Care tool: a dedicated work view that lists every active action assigned to you (or your team), regardless of whether the member is in the studio today. This is where staff catch up on calls and outstanding appointments.

Actions of type Appointment and Call always appear in the Care tool. Actions of type Conversation in studio appear wherever the flow's configurator selected (Check-in dialog, Check-in list, or Care tool), and only there.

Assign a flow to a member by hand

Use manual assignment for journeys that should not start automatically. Re-activation, satisfaction calls, ad-hoc retention plays.

1. Go to Members / Member care system.
2. Click Assign Member Care Flow in the toolbar.
3. Pick the member, then pick the flow. Only flows listed under Manual flow assignment in the active configuration appear here.
4. Save.

A member can only have one active flow at a time. If the member is already running another flow, assigning a new one cancels the existing one. There is no warning prompt. Confirm with the member's history first if you are not sure what they are running.

If the customer's status is not Member (typical for aggregator-only memberships, where the customer is in Prospect status), the flow can be assigned, but no messages will be sent and no milestones will advance until the status changes to Member. Assigning Member Care to Prospects is rarely useful and a common source of "the flow doesn't do anything" tickets.

Open and work an assigned flow

In the Member care system overview, click a member's row to open the work view for their assigned flow. From there you can:

• See all milestones in order, with the active one highlighted.
• Open the current action and work through its checklist (tick items as you cover them).
• Mark the action complete when you are done.
• Edit notes and complete a checklist item without leaving the view.

Actions of type Appointment link out to the appointment booking, where you complete the appointment as usual; the milestone closes automatically when the appointment is marked complete.

Take over an action assigned to someone else. If an action is assigned to a colleague (by employee or by competence) and you want to handle it, open the row's three-dot menu and choose Assign to me. The action moves into your work queue.

Reassign a milestone to a different employee or competence. To change who a milestone's action belongs to without taking it yourself, use Change milestone assignment from the row's context menu. Pick a new employee or competence and save.

Flow and milestone status

A flow and its milestones each have a status. They can diverge. A flow can be Active while its current milestone is Delayed.

Close a flow before it completes

If a flow no longer applies (the member changed their mind, the journey is irrelevant, the timing is off), close it manually:

1. In the Member care system overview, find the row.
2. Open the row's context menu and choose Close Member Care Flow.
3. Confirm.

The flow moves to Cancelled. Any pending milestones are dropped. The member is now free to be assigned a new flow.

What happens automatically and what doesn't

Two things to keep in mind: one happens without staff action, the other does not despite often being assumed.

• A new manual assignment cancels the previous active flow. No prompt. If the member should keep their current flow, do not assign a new one.
• A cancelled membership does not cancel the flow. When a member's contract ends or their status leaves Member, two things happen automatically: outgoing Member Care messages stop (the system silently skips message sending for non-Members), and milestone deadlines stop being flagged. The flow record itself stays in Active state and continues to appear in the Member care system overview. It must be closed manually.

Cleaning up flows for former members. The Status filter on the Member care system overview shows the flow status (Active / Delayed / Completed / Cancelled), not the customer's contract status. So you cannot directly find "Active flows for former members" from this view. The cleanest workflow uses a saved member filter list:

1. Go to Members / Member filter lists and either pick or create a list that filters for former members (for example members whose contract has ended). Save the list for re-use.
2. Walk the list. For each member, open their detail and use the Quick View entry into Member Care to close the active flow.

There is no built-in bulk-close. Plan this as a recurring housekeeping task. At the cadence of contract churn in your studio, this is usually a small list. The team is aware that auto-closing on contract end would be more convenient; that is on the product improvement backlog.