BEVEL • Member Journey Operations Map
Who gets what, when, and why — every email & text in the member journey
Built from the live monday.com automations (BOS Membership + BOS System Workflows), the Email & Text Journey copy library, and rendered EasyMails test sends. Click any stage, then any message, to see the trigger, recipient, timing, and the actual copy.
MEMBERMLO / LENDER POCINTERNAL
EMAILTEXT
ISSUE = broken or missing right nowREVIEW = works, but questionable
🔗 The live links inside the emails — click to see the actual forms
Every MLO/POC email carries a SuperForm link generated per member. These are the real, working links from the test record "MLO TEST Purch 1" (item "Delaying Lender", POC = mike@gobevel.com) — safe to open and demo in the meeting. Heads up: the forms are live — opening is fine, but submitting one updates that test record and can fire downstream automations on it.
| Form | Which email/text carries it | Who fills it in | What it does | Open it |
|---|
| Acceptance Form | "Request for Pre-Approval – SLA 4 hours" (Short Form, +1 min) · 3-hour SLA reminder email/text | Lender POC | Accept/decline the member and assign the MLO. Arms the 4-hour SLA clock. | Open Acceptance Form ↗ |
| Pre-Approval Status Form | Long Form handoff email · 3/5/7-day SLA reminder emails & texts ("Update Pre-Approval Status") | MLO | Reports pre-approval status (Yes / Still working / can't approve). "Yes" advances the member to Pre-Approved. | Open Pre-Approval Form ↗ |
| Loan Approval Status Form | "Loan Approval Status" chase emails (+3/+7 days after Offer Accepted) | MLO | Confirms loan approval. "Yes" auto-advances the file to Request for CTC. | Open Loan Approval Form ↗ |
| CTC Status Form | "CTC Status to MLO" chase emails (+7 days) | MLO | Confirms clear-to-close; triggers the member CTC congratulations. | Open CTC Form ↗ |
| Schedule Closing Form | Scheduled-closing chase email (+2 days after CTC) | MLO | Sets the closing date — which drives the 2-week and 9-day countdown reminders. | Open Schedule Closing Form ↗ |
| Escalation Form | Escalation path (e.g. "Request for new MLO" → triggers the MLO Reassignment email, 2-hour SLA) | Lender POC | Files an escalation; flips the item to Escalated and creates a scorecard entry. | Open Escalation Form ↗ |
| Dependent Landing Page | Emailed to the referred family member in the referral welcome email (Stage R) | Referred family member | Public page where a referred dependent learns about the benefit and registers — their entry into the journey. | Open Landing Page ↗ |
| Family Referral Form | How an employee refers a family member (start of Stage R) | Employee | Collects employee + family member info; submission fires the referral emails. | Open in monday (form lives on this board) ↗ |
Each member/MLO gets their own copies of these links, auto-generated when their record is created on the MLO - Assignment (SST) board. Same forms, different record behind them.
Needs attention before this goes fully live
Found while auditing the automations — worth walking through in the meeting.
HIGHOffer Accepted email has the wrong body. Subject says "You won the offer" but the body is a copy-paste of the Home Shopping email. Members who win an offer get home-shopping tips.
HIGHClosing day has no copy. "Closing - email" (member) and "Closing - text" (MLO) both have subjects but empty bodies. The biggest day of the journey currently sends nothing.
HIGHCTC "9 days prior" emails send a placeholder. Both the POC and MLO emails 9 days before closing still point at "(sample) EasyMails Sample template" — real content was never wired in.
HIGHMember never gets MLO contact info by text. "Acceptance Yes - text" to the member ("You have been matched - MLO contact info") has copy marked NONE.
MEDMLO declines = silence. "Acceptance No - email" is a TBD placeholder; there's no communication path when a lender POC declines a member.
MEDSLA numbers disagree between templates. The Long Form says "submit Pre-Approval Letter within 3 days"; the 3/5/7-day hold reminders say "within 5 days." Pick one.
MEDTwo SLA engines are live at once. The old MLO - Assignment board's SLA workflow (3/5/7-day emails + notifications to Jaime) is still active alongside the new SST-board engine — risk of double sends.
MEDBroken merge tags & dangling greetings. Several templates open with "Dear," (missing name token) and mix token styles ({{pulse.x}}, [Member Name], {MLO NAME]). The reference board even has a typo'd token "{MLO NAME]".
MEDLabel-sync workflows are empty shells. The four "MLO - …/Workflow Board" sync stubs, "MLO - Master", and "Member Database/Workflow Label Switch" have unconfigured search/update fields — they run but do nothing.
MEDThree "new member" messages fire at once. On item creation the member gets the welcome email, First New Text, First New Email, AND Second Text — worth confirming that's intentional and sequenced externally.
HIGHREFERRALS: the new-generation referral build (Aug 2026) is broken in three ways. Its dependent email (1) has a literal "[Employer]" hard-coded in the subject, (2) uses merge tokens copied from the OLD board that can't resolve on the new one, and (3) sends to a "Family Email" column the form never fills — so on the new form, the referred family member gets nothing. The email steps also only exist on the template board, not the deployed one. (The ORIGINAL referral flow is live and works.)
MEDREFERRALS: the referrer never hears back. One confirmation on submission, then silence — no "your family member registered," no progress, no closing note. Weak loop for a referral-driven benefit.
MEDREFERRALS: family member's phone number is collected but never used. No SMS exists anywhere in the referral flow despite the consent language on the form.
MEDREFERRALS: live form doesn't collect Company Name — but the dependent's welcome email leads with "Welcome to {Company}'s Employee Homeownership Benefit!" Renders blank unless someone back-fills it. Also: the Gen-1 registrant path tags Partner Type with the placeholder label "Name Me."