AP check in workflows demystified

Modified on Tue, Jun 17 at 12:11 PM

Feature Overview

What is the expected behavior of this feature?

We understand this is confusing and understandably has created questions and confusion.
- We are hoping this helps clarify some of the confusion.
It is expected that the AP check-in sequence will trigger for the 2nd and 3rd AP's when the action plans are due regardless of how many pathways the member has done BUT These will only trigger to complete the sequence 1x total.
- The AP check in will trigger 8 days after the FWG is set and then again weekly for the duration of the Action Plans #2, 3.
  - Each AP check-in workflow is for the entire duration of the action plan excluding FWG type and there will be separate check-in tasks each week in the same workflow in the plan duration.
- If your member switches pathways part way through after AP 2, they would still get the check in for AP 3 in the new pathway.
- A member will ONLY get AP 2 and 3 check- in sequence 1x total. After that they will get outreach needed workflows.
  - Whenever there is a pathway switch, except for unification, there will be a new associated FWG, hence next 2 APs after the new FWG will only get check-in workflows.
It is expected that you will receive an Outreach Needed task instead when the following are present:
- To prevent this: AP check-in MUST be CLOSED BEFORE creating the new AP. IF not, the workflows WILL NOT trigger correctly.
- AND after AP check in 2/3 populate fully for a member 1x, this is expected behavior to get the outreach needed instead of the AP check-in workflows.
The AP check-in may not trigger IF the member is in an experiment that would prevent this from triggering.
The AP check-in may NOT trigger based on the total # of Action Plans created.
- This is designed to ONLY trigger for #2, 3.
If the member never completed a FWG (ie before the Action Plan feature was available) they would then get the FWG in this workflow even though they may display as having been in previous pathways.
PLEASE NOTE: Action Plans are being removed at some point in Care Hub 2.0 and this will no longer be an issue when this is rolled out.

What is the location in Care Hub?

Profile/ Workflows

Troubleshooting

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