In this article you will learn what the Member Care system does, how its parts fit together, which prerequisites must be in place, and the three ways a flow gets assigned to a member.
Contents
- What is Member Care?
- Prerequisites
- How a flow gets assigned to a member
- The "one active flow per member" rule
- Studio scope
What is Member Care?
Member Care lets your team plan, assign and track structured follow-ups for members. For example a 90-day onboarding journey, a re-activation sequence after a churn signal, or a satisfaction call after every training-plan update. Each follow-up is a flow: a list of milestones, each with a schedule ("when") and an objective ("what to do"). The objective can be an action handled by a staff member (an appointment, a phone call, or a conversation in the studio), an automated message to the member, or both.
The system has four levels:
- Configuration: one or more configurations exist per organization. A configuration decides which flows are available in a studio and how they get assigned to members. Each studio activates exactly one configuration at a time.
- Flow: a reusable template made of milestones in a fixed order.
- Milestone: a single stage in a flow, with its own schedule and objective.
- Objective: what should happen at that milestone: an Action, a Message, or both.
A typical setup is: build the flows once centrally, then create a configuration per studio (or one shared configuration) that pulls those flows into the studio and decides which member gets which flow.
Prerequisites
Before you can build or run a flow, the following must be in place:
-
User permissions
- To configure: Settings / Member care system (Read / Create / Update / Delete)
- To assign flows to members and work on them: Members / Member care system (Read / Create / Update / Delete)
- Communication Center message templates: for any milestone that should send a message, the template must have Member Care flagged in the placeholder categories. Templates without this flag will not appear in the milestone message picker.
- Appointment services: for milestones whose action type is Appointment, the corresponding service (the bookable appointment type) must already exist in your scheduling settings.
- Employees and employee competences: for milestones whose action you want to pre-assign, the employee or the employee competence must exist. You can also leave the assignment empty and let staff pick the assignee at runtime.
- Member status of the recipient: flows only run for customers whose status is Member. A flow can still be assigned to a customer in another status (for example Prospect, typical for aggregator-only memberships such as a third-party network member who does not hold a direct contract), but no messages will be sent and no milestones will advance until the status becomes Member. The flow effectively pauses. This is the most common reason for "I assigned the flow but nothing happens".
If any of these are missing, the relevant fields in the milestone configuration will be empty or disabled. There is no error message, the option simply does not appear.
How a flow gets assigned to a member
A flow does not run automatically. A member must first be assigned to it. There are three ways this happens, all configured on the configuration that is active for the studio.
1. Default flow. Every member gets the same flow as soon as their first contract is created. Typically used for a generic onboarding journey. Each configuration has at most one Default flow assignment.
2. Automatic flow assignment per rate. A flow is assigned automatically when a contract is created on a specific rate. For example, "Premium" members run a different onboarding journey than "Basic" members. You can have one automatic assignment per rate.
3. Manual flow assignment. A staff member assigns a flow to a member by hand from Members / Member care system / Assign Member Care Flow. Only flows listed under Manual flow assignment in the active configuration are selectable here. Use this for journeys you want to start case-by-case (re-activation, satisfaction calls after a complaint, etc.).
For step-by-step instructions to wire flows into the configuration, see Configure Member Care: default, automatic, and manual flow assignment.
The "one active flow per member" rule
A member can have only one active flow at a time. If you assign a new flow to a member who already has an active flow, the existing one is automatically cancelled. There is no way to run two flows in parallel for the same member, and there is no built-in "queue". Completed flows simply move to history.
This is by design: Member Care is meant to be the current journey the team is working on with that member, not a list of campaigns. Plan your flows accordingly.
Studio scope
Configurations are scoped to studios. After you create a configuration, you must activate it for the studios that should use it (Configuration / context menu / Activate for current studio). A studio without an active configuration has no Member Care available, even if flows exist centrally. Switching configurations on a studio leaves currently assigned flows untouched, but the new configuration controls what gets assigned from that point on.
For configuration setup, see Configure Member Care: default, automatic, and manual flow assignment. To build the flows themselves, see Create and configure Member Care flows. For day-to-day work with assigned flows, see Work with assigned Member Care flows.