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 NEEDS ATTENTIONMISSING / BROKENINACTIVE

HOW THE MACHINE WORKS (30-second version)

One status column runs the show: MILESTONE on the Member Workflow board. When it changes, three engines fire in parallel: (1) Member Workflow Email Triggers sends the member-facing branded emails (EasyMails, from support@gobevel.com); (2) the Twilio workflows drop an item on the Active Twilio Board, and a CarbonWeb webhook sends the actual SMS; (3) the MLO side runs off the MLO - Assignment (SST) board — its Group Label column drives the MLO SST Email Triggers (SLA reminders, chases, escalations). Understand those three engines and you can answer "who got what and why" for any member.

🔗 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 ↗

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.

HIGH

Offer 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.

HIGH

Closing 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.

HIGH

CTC "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.

HIGH

Member never gets MLO contact info by text. "Acceptance Yes - text" to the member ("You have been matched - MLO contact info") has copy marked NONE.

MED

MLO declines = silence. "Acceptance No - email" is a TBD placeholder; there's no communication path when a lender POC declines a member.

MED

SLA 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.

MED

Two 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.

MED

Broken 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]".

MED

Label-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.

MED

Three "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.