In this article, you will learn: How to create and configure Member care system flows
Quick Guide:
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Settings / Member care / Flows
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Create member care flow
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Create and configure milestones
Create a member care flow
Member care flow is a set of events, also known as Milestones, which can be appointments with the member, phone calls, or predefined messages sent at a specific point in time.
In Settings > Member care > Flows click on the “Create member care flow” button.
Tip: You can also use the “Copy flow” option in the flow three-dot-menu to quickly create a replica of any selected member care flow.
Afterward, you will see the detail page of the flow, and you can continue with creating the Milestones.
Create member care flow milestones
The milestones are stages of the flow. To create a milestone, use the “Create milestone” button or use the option to copy the milestone to create a replica of the milestone. The copy option is useful if you want to have milestones that repeat periodically a few times in your flow. For example, a satisfaction call after every training plan adjustment appointment.
Provide the name of the milestone and save it.
A new milestone is always added at the end of the list, but you can easily move it to the desired location via drag and drop. Click on the milestone name to enter the detailed configuration of the milestone.
Configure member care flow milestone schedule
There are two main elements of every milestone configuration, what is to be done and when it should happen.
To set up when, use the three-dot menu on the milestone schedule element and click “Create a milestone schedule”. The schedule is the time between the current milestone and the previous one. There are two options on what the scheduling should be based: "Time" or "Event".
With the "Time" option, the next milestone starts after a defined time, after the previous one has been completed. Enter the value in the dialog and select the time unit. You can choose days, weeks or months. For example, 1 week means that this milestone should take place one week after the previous milestone was completed.
With the "Event" option, the next milestone will be started as soon as a certain event occurs. This could be, for example, a studio check-in or a completed training session. You can also combine the event-based schedule with an alternative timestamp by activating the "Latest" option. This will automatically schedule the milestone when the event occurs, but no later than the specified timestamp.
Configure member care flow milestone objective
The milestone objective holds all information about what needs to be done here. You can configure actions and messages. It can have one of those elements or both, but it needs at least one of them.
To create an action, you can select one of the following types:
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Appointment – the action objective will be fulfilled during an appointment.
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Call – milestone objective will be fulfilled during a phone call.
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Conversation in the studio – milestone objective will be fulfilled during a simple and casual chat in your studio.
All types of action have common elements:
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Name – give the action a name.
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Guideline – enter a description of what needs to be done.
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Checklist – create a list of simple items that need to be covered. The elements of this list are presented as checkboxes when your staff is working with the member care.
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Time to complete action – this time estimation will help you determine how long to wait before marking a milestone as overdue. You can leave it empty if you don’t want to use it.
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Assignment type – select if you want to assign this action by default to an employee competence or a specific employee.
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Assignee – depending on the previous setting, you can select an employee competence or specific employee that should be assigned by default to this part of the member care flow. Leave it empty if you don’t want to use a default assignment. You can easily select it once the flow is assigned to a member.
Additionally, for action type: Appointment – you need to select the appointment type service.
Configure member care flow milestone message
If the action should be accompanied by a predefined message or the milestone objective is to send a predefined message only, you need to select a communication channel and a message template.
Important – to be able to select a message template in the milestone configuration, please ensure, that the communication center message template you want to use has “Member care” selected on the list for additional member information.
Then define the time of day when the message should be sent. The default schedule is noon, but you can select any time.
The configured message is automatically sent on the day when the milestone is scheduled to be done.
Scope and limits of flow assignment
The two questions below come up often once teams start designing several flows in parallel. The behaviour is enforced in code and cannot be configured.
Can a member be assigned multiple flows at once?
No. A member can have only one active flow at any time. If you assign a new flow (manually, automatically by rate, or via the default), any flow currently in progress for that member is cancelled. The cancelled flow keeps its history but stops generating new milestones.
Practical implication: if you want a single member to receive both an onboarding journey and a retention nudge, build them as milestones inside one flow rather than as two separate flows. Splitting them across two flows means whichever is assigned second will replace the first.
Does an automatic assignment rule apply to existing members or only to new sign-ups?
Only to new sign-ups going forward. Automatic assignment is evaluated exactly once per contract, when the contract is created. There is no backfill: creating a new rate-to-flow rule today does not retroactively assign the flow to members already on that rate.
This also means a rate change on an existing contract does not trigger a flow reassignment. If a member moves from rate A to rate B, the flow that was assigned at original sign-up stays in place. To put the member on the new rate's flow you have to assign it manually.
What wins when several assignment rules could apply?
At sign-up the system checks rules in this order:
- Automatic assignment by rate. If there is a rule that matches the member's contract rate, that flow is used.
- Default assignment. If no rate-specific rule matches, the default flow on the active member care configuration is used.
- Manual assignment. Manual is independent of auto-assignment. It is only triggered when a staff member explicitly assigns a flow from the member's profile, and it overrides whatever flow is currently active.
If neither an automatic rule nor a default flow exists, the member is signed up without a member care flow. You can still assign one manually later.
When you need to apply a new rule to existing members
Because there is no backfill, the only way to put existing members on a newly created flow is a manual assignment. For larger member populations use a list filter (e.g. by current rate or by tag) and assign the flow in bulk from the member list.
Plan flow rollouts accordingly: if you launch a new onboarding flow today, only members signing up from today onward will receive it automatically. Define a manual sweep for the existing cohort if they should also be in scope.