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, close all active flows at once, or clean up flows for former members.

Contents

• Prerequisites
• 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
• Close all active flows at once
• 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.

Prerequisites

If you can't find an area in the sidebar on the left, click the last entry there, More. Use Customize navigation to choose which areas appear directly in the sidebar.

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.

Available from 7 October 2026.

To close all active flows at once, your role needs both of the following permissions for every location you select:

• Permission: Manage member care system with the right Edit, in the category Member management / Marketing & Communication.
• Permission: Configure member care system with the right Delete, in the category Settings / Member care system.

You assign permissions in the role editor under Resources / Employees / Roles.

Where assigned actions show up

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, for example re-activation, satisfaction calls or 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 employee 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.

Close all active flows at once

Available from 7 October 2026.

If a care system was imported or set up incorrectly, you can close all active flows at the selected locations in one step instead of closing them row by row. The action covers every active flow at these locations, including flows whose current milestone is delayed. You cannot limit it to individual members: what counts is the selection in the location picker, not the filters of the list.

1. Go to Members / Member care system.
2. In the location picker, select the locations whose flows you want to close.
3. Open the options menu (⋮) in the toolbar and choose Close all active flows.

4. Read the warning in the dialog. It tells you how many locations are affected and that the action cannot be undone.
5. Type CLOSE in the input field. The button Close all flows only becomes active once the word is entered correctly.
6. Click Close all flows.

The flows are closed in the background. With many flows, this can take a moment. Each flow ends up in the status Cancelled, exactly as if you had closed it by hand. Affected members no longer receive messages or actions from the care system. This cannot be undone. To start a flow for a member again, assign it again (see Assign a flow to a member by hand).

If Close all active flows is disabled, a hint tells you why: either there are no active flows at the selected locations, or your role is missing the permissions for at least one of them. If your role has the permissions at none of the selected locations, the entry is not shown at all (see Prerequisites).

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.

Close all active flows at once is not a replacement for this clean-up: it closes the flows of current members at the selected locations as well. Plan the clean-up 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.

Note: This article was created with the help of artificial intelligence and editorially reviewed.