Issue (symptom, problem, or question)
Hello....This member is still listed as inactive, but we had a video consult on Thursday, and so she was in the app. Not sure why she did not jump back into the active group? ALRXKSCH
Environment
user app
Resolution
1. Locate the member's info in admin. Ask the coach for a team code. Suggest to the coach as well that they can flag the coach.
2. Navigate to https://www.vida.com/admin/teams/team/ and locate the member's email address
3. Change the title of the support ticket
4. Change the author of the ticket to the user
5. Reach out to the member using:
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Hi [member],
Your coach reached out to inform us you might be having issues with your Vida App. We just wanted to see if you were facing any issues, or had any concerns.
If possible, can you please log back into your account and reach out to your coach using The Chat Tab. If you are facing any issue, we'd love to help you troubleshoot this as well, just reply back to this ticket.
Please let us know if you have any further issues.
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Cause (Show your Work)
Members sometimes need a little push to reengage.
Inactive means that the member has not physically opened the app within the past 12-14 days. Users can still send metrics through 3rd party apps
Active means they have physically opened the app.
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