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How to Customize Cohorts

Overview

Once a cohort has been created, you configure it from the Cohort Details page. This is where you set up milestones, assign support staff, manage member lists, configure automated actions, and control departmental access. All customization happens across six tabs within the cohort.

How to Access Cohort Details

  1. Navigate to CRM & Cohort Center in the left navigation menu.
  2. Click Cohort Admin Center.
  3. Locate the cohort you want to configure and click its name.

The Cohort Details page opens with six tabs: Milestones, Clone Milestones, Member Support Staff, Member List, Actions, and Groups & Departments.

Tab Reference

Milestones Tab

Milestones are the specific tasks all members of the cohort must complete. Every member in the cohort shares the same set of milestones.

From the Milestones tab, you can:

  • Add new milestones using the Add Milestone button
  • View all milestones with their title, type, description, and due date
  • Edit or remove existing milestones

There are four milestone types: Standard, Meeting, Whiteboard, and Classroom (Event). Each type has different completion and configuration options. See the related articles below for setup details for each type.

Clone Milestones Tab

The Clone Milestones tool copies the complete milestone set from one cohort into another cohort that does not yet have milestones. This saves time when creating a new cohort that follows the same program structure as an existing one.

To use Clone Milestones:

  1. Open the new cohort that has no milestones yet. It is important to open the destination cohort — cloning will not work if the cohort already has milestones, to prevent accidental overwrites.
  2. Select the Clone Milestones tab.
  3. Choose the source cohort whose milestones you want to copy.
  4. Click Clone Milestones.

After cloning, review the milestone due dates and edit any details specific to the new cohort's timeline.

Member Support Staff Tab

The Member Support Staff tab is used to assign specific staff members or groups to the cohort's support network. Members who are logged in will see only their assigned support staff in their Support Network panel — making it easy to identify and reach the right person.

To add support staff:

  1. Click Attach Group or Staff.
  2. Search for and select a group. You can then choose to attach the entire group or select individual staff members within it.
  3. Click Attach to Cohort to confirm.

Staff assigned via the Member Support Staff tab are active participants in the cohort — they receive Milestone Completion Requests, Progress Alerts, and can be scheduled by members for meeting milestones. This is different from managerial oversight access, which is configured on the Groups & Departments tab.

Member List Tab

The Member List tab shows all current members of the cohort and allows you to add new members. From here you can:

  • View the full list of cohort members with their status and milestone progress
  • Add members individually, by file upload, or by attribute with conditional logic
  • Remove individual members from the cohort

For full details on adding members, including how to use conditional logic when adding by attribute, see How to Add Members to a Cohort.

Actions Tab

The Actions tab is where you configure automated behaviors that trigger when a member is added to the cohort. Actions can enroll members in drip campaigns, assign or remove attributes, move members to other cohorts, update their recruitment status, or stop a drip campaign when they leave.

For full details on all available action types and how to configure match type logic, see How to Use Cohort Actions.

Groups & Departments Tab

The Groups & Departments tab controls managerial oversight access to the cohort. Adding a department or group here allows Group Managers and Department Directors in that department or group to view and manage the cohort without being active participants.

Users added via Groups & Departments can view cohort details and member progress but will not receive Milestone Completion Requests or Progress Alerts, and members cannot schedule with them through the cohort workflow.

For full details on managerial access, see Understanding Managerial Access to a Cohort.

Recommended Setup Order

When setting up a new cohort for the first time, work through the tabs in this order:

  1. Actions — configure any automations (drip campaigns, attribute assignments, etc.)
  2. Member Support Staff — assign who will support and interact with members
  3. Cohort Administrators — add managerial oversight if needed
  4. Milestones — define what members need to complete and configure milestones
  5. Clone Milestones — use only when creating a new cohort that should mirror an existing one 
  6. Member List — add the members
Things to Know
  • All members in a cohort share the same milestones. Milestones cannot be customized per individual member.
  • Cloning milestones copies the full milestone set. Individual milestone details (dates, descriptions, forms, reminders) are copied and can be edited after cloning.
  • Support staff assignments apply to all members. You cannot assign different support staff to different members within the same cohort.
  • Actions only affect members added after the action is saved. Use an Audience Segment to apply actions to existing members.
Related Articles
  • How to Add Members to a Cohort
  • How to Use Cohort Actions
  • Understanding Managerial Access to a Cohort
  • How to Create Standard Milestones
  • How to Create Meeting Milestones
  • How to Create Event Milestones
  • How to Create Whiteboard Milestones
  • How to Create a Shared Milestone