Configure Member Care: default, automatic, and manual flow assignment

In this article you will learn how to create a Member Care configuration, wire flows into the Default, Automatic and Manual assignment slots, and activate the configuration for a studio.

Contents

• When you need a configuration
• Create the configuration
• Default flow assignment
• Automatic flow assignment per rate
• Manual flow assignment
• Automatically complete milestones
• Activate the configuration for a studio

When you need a configuration

A flow on its own does nothing. Until you place it in a configuration and activate that configuration for a studio, no member is ever assigned. Most organizations need at most one configuration. You only need multiple if different studios should run different default journeys or different per-rate logic.

For the conceptual model, see Member Care: Overview, prerequisites, and how flows get assigned. To build the flows that this configuration will reference, see Create and configure Member Care flows.

Create the configuration

1. Go to Settings / Member care system / Configuration.
2. Click Create Member Care Configuration in the toolbar.
3. Give it a name (for example "Standard onboarding 2026") and save.

The configuration is created in an inactive state. Until it is activated for at least one studio, it has no effect.

The detail page has four cards. Three define how flows get assigned to members; the fourth is a behavioral setting.

Default flow assignment

The Default flow runs for every new member as soon as their first contract is created. Unless an automatic flow assignment overrides it for that member's rate (see below).

In the Default flow assignment card, click Add Assignment and pick one of your existing flows. Each configuration can hold at most one default flow. To change it, replace the existing entry.

Use the default flow for the journey that should apply to anyone who joins, regardless of tariff or channel. Typically a generic onboarding sequence.

Automatic flow assignment per rate

Use this when the journey should depend on the contract rate. Example: members on a "Premium" rate get a high-touch onboarding with personal calls; members on "Basic" get a lighter, message-only journey.

In the Automatic flow assignment card, click Add Assignment and pick a rate together with a flow. You can have one entry per rate. When a contract is created on that rate, the matched flow is assigned to the member instead of the Default flow.

A few rules to keep in mind:

• Each rate can be linked to at most one flow per configuration.
• If a rate has no automatic assignment, the member falls back to the Default flow.
• Changing the automatic mapping later does not retroactively re-assign existing members. It only affects contracts created from that point on.

Manual flow assignment

Some journeys should never start automatically. Re-activation campaigns, satisfaction calls after a complaint, ad-hoc retention plays. List these flows under Manual flow assignment in the configuration. Only flows listed here will appear in the picker when staff use Assign Member Care Flow under Members / Member care system (see Work with assigned Member Care flows).

In the Manual flow assignment card, click Add Assignment and pick a flow. Repeat for each flow you want to make available manually. The order has no functional effect. Staff see the list filtered by relevance, not by configuration order.

A flow can sit in both Manual and Automatic in the same configuration. That is intentional: the same retention journey can run automatically for one rate and be triggered manually for members on other rates.

Automatically complete milestones

The Automatically complete milestones card has a single setting with two values: Enable or Disable.

• Enable: when a milestone's only objective is a message, the milestone is marked as completed automatically once the message is sent. Use this for low-touch journeys where staff should not have to confirm anything.
• Disable: even after the message is sent, the milestone stays open until a staff member marks it complete. Use this when you want the message to be a prompt for a staff action rather than a self-contained step.

This setting applies to the whole configuration, not to individual flows or milestones. Plan it once per configuration based on whether your team prefers self-running journeys or wants to keep an explicit "check it off" step.

Milestones with an action (appointment, call, conversation) always require a staff member to mark them complete. Automatically complete milestones only affects message-only milestones.

Activate the configuration for a studio

A configuration only takes effect once it is activated for a studio.

1. In the Configuration overview, find the row for the configuration.
2. Open the row's context menu and click Activate for current studio.
3. Confirm in the modal by clicking Activate. The status column flips to Active.

A studio has at most one active Member Care configuration at a time. Activating a different one replaces the active one for that studio. Repeat the activation step for every studio that should run this configuration.

Switching the active configuration on a studio does not touch flows that members are already running. Those continue to completion under the rules they started with. The change only affects new assignments from that point on (new contracts triggering automatic or default assignment, and new manual assignments). It is safe to swap configurations without disrupting in-flight onboarding.