➤ Product: OfficeRnD Flex
➤ Who: Admins
➤ Where: Admin Portal, under Settings > Experience Hub > Manage Apps
➤ Availability: All Flex plans
An unanswered invite quietly costs you a member. Without a follow-up, your team must find every account that never activated and re-invite it by hand. Member Nudge sends those follow-up emails for you.
Member Nudge also emails members who used the Member Portal before and then stopped. Member Nudge extends the Welcome email that invites a member to the Member Portal.
In this article:
Review which members receive each email.
Turn on the automatic follow-up emails.
Check when each email is sent.
Customize the Member Nudge email templates.
Before you begin
Member Nudge acts on the members you already added in Flex. Confirm the following before you turn it on.
Each member has an email address on their profile. Flex sends no invite and no reminder to a member without an email address.
The Member Portal Access toggle is on for the members you want to reach. The reminders follow the Welcome email, so a member you never invited receives nothing. Invite a member to the Member Portal and the Members app →
How Member Nudge works
Member Nudge sends 3 different emails. Each email goes to a different group of members.
Invite follow-up reminders. A member receives the Welcome email and does not log in. Flex sends 2 more reminder emails over the following days. The reminders stop as soon as the member logs in. These reminders are automatic and always work by default.
Monthly re-invite. A member was invited and has never logged in. Flex re-invites that member once a month, until they log in. You can turn these reminders on or off based on your preferences.
"We miss you" email. A member logged in before and then had no activity for 30 days or more. Flex sends a reminder to bring the member back to the Member Portal. You can turn these emails on or off based on your preferences.
No admin sends these emails by hand. Flex sends each one on a schedule.
Turn on the re-engagement emails
To activate and configure the monthly re-invites and the "We miss you" emails for members:
Go to Settings > Experience Hub > Manage Apps.
Select Auto re-invite unresponsive members.
Select 'We miss you' reengagement email.
When each email is sent
The emails now follow a fixed schedule. You cannot change the timing of a Member Nudge email from the Admin Portal.
The invite follow-up reminders run on a 72-hour cycle that starts with the Welcome email. When you invite a member to the Member Portal, Flex sends a Welcome email to their email address.
Day 0. Flex sends the Welcome email.
Day 3. Flex sends 'Welcome Reminder 1', 72 hours after the Welcome email.
Day 6. Flex sends 'Welcome Reminder 2', 72 hours after 'Welcome Reminder 1'.
A member who logs in at any point in that cycle receives no further reminder.
The monthly re-invite runs on a separate cycle. Flex re-invites a member who has never logged in once a month.
The "We miss you" email runs on a third cycle. Flex sends it to a member who logged in before and then had no activity for 30 days or more. Former members won't receive it; only currently active members.
Customize the Member Nudge emails
You cannot change the schedule, but you can change the wording. Each Member Nudge email uses a template that you edit in the same place as your other member emails.
Go to Settings > Data & Extensibility > Templates > Member Emails.
Select the template you want to edit.
Edit the content and save the template.
The invite follow-up reminders use the templates named 'Welcome Reminder 1' and 'Welcome Reminder 2'.
FAQs
Why did a member receive more than one Welcome email?
A member receives more than one Welcome email when Member Nudge is on, and the member has not logged in yet. Flex sends 'Welcome Reminder 1' 72 hours after the Welcome email, then 'Welcome Reminder 2' 72 hours later. Both reminders stop as soon as the member logs in.
Can I change when the reminder emails are sent?
You cannot change when the reminder emails are sent. The 72-hour interval is fixed for every organization. You can still change what each reminder says, under Settings > Data & Extensibility > Templates > Member Emails.
Do the reminders continue after the member logs in?
The reminders stop as soon as the member logs in. Flex checks for a successful login before each send, so a member who activates the account on day 4 receives no second reminder.
Does a member without an email address receive reminders?
A member without an email address receives no reminders. Flex has no address to send to, so the member also receives no original Welcome email. Add the email address to the member profile, then invite the member again.
Why does a member who never replied keep receiving invites?
A member who never logged in keeps receiving invites because Member Nudge re-invites that member once a month. Turn off Auto re-invite unresponsive members to stop the monthly cycle for every member.