MES Re-engager workflow behavior

• The member has an “inactive” tag (is applied to the member before they complete any in-app activity, or after they have gone a full week without in-app activity). 
• The member completes in-app activity. Once activity is started the tag is removed (note, we are only looking at session started, not completed to trigger the workflow). 

• Only in-app activity will trigger the re-engager workflow. Members in the web app should not trigger the workflow. In-app activity includes:

  • Starting ET sessions from the playlist or library

  • Reading articles in either the playlist or library

  • Enso sessions

  • Health reports (HLNs, pain upticks) made

  • In-app scheduling

  • Reminders created/updated

• When the member initiates a session from the app, the workflow will trigger. 
• Member completes FTU/FWG set up. 
  • If coach capacity is open. You should expect a small lag (should only be max 30 mins) if the member completes their FTU/FWG set up and is ready for automatic transfer. Once this happens, the member is removed from your coverage (and your caseload) and the re-engager workflow is automatically resolved.
  • If coach capacity is full. The member will not be transitioned to the coach until capacity is open. Capacity resets at 5pm PST every day. It is possible that your member has completed all necessary steps to onboard but has not transitioned due to coach capacity. This is where you check the failed transfer list in admin panel. If the member is there just wait--the automated transfer will retry twice to transfer the member. From there if all three attempts fail they will stay in the failed transfer list and will be manually transitioned to the coach. In this scenario, the re-engager is expected to stay open and in your caseload until successful transfer. 
• Member does NOT complete FTU/FWG set up.
  • The re-engager workflow will remain open and the member will stay in your caseload. This is where you will need to verify activity in the engagement table/mixpanel to understand how far the member got through their set up and then encourage them to finish the process.

RETURNING USERS

• If the member has the “inactive” tag (i.e., been inactive for at least a week), and they initiate a session in the app then the workflow will trigger. 
• If it’s a relatively new member transferring to new program, you can expect the member to autotransfer when they trigger the correct event. I would expect the same behavior as new members for FTU/FWG set up outlined above. 
• Depending on the member, they may not trigger the event needed for the automated transfer. In these scenarios it is expected that you evaluate their activity and determine if they met the criteria for “onboarded” and then manually transfer them.
• If the member has been active in their previous program (and therefore does NOT have the “inactive” tag, the re-engager will NOT trigger. You should, however, still expect to have gotten the RUTO and outreach needed for this member though.