Churn and cancellation save flows review a customer's account and stated reason before presenting a retention offer. Handling this manually slows response times and leads to inconsistent offers across customers.
An automated version analyzes account value and cancellation reason to select the right offer, then sends it and tracks the reply. This speeds up retention outreach and keeps outcome reporting accurate and consistent.
The full workflow, from trigger to completion.
Customer submits a cancellation or the billing portal, which starts the flow automatically.
Pulls plan, tenure, and payment history to assess account value.
Scores the cancellation reason and account value against retention rules to select a discount, pause, or downgrade offer.
For standard-value accounts, sends the personalized save offer automatically.
High-value or ambiguous cases route to a support instead of auto-sending an offer.
Records whether the offer was sent, escalated, or accepted on the customer's record.
Applies the accepted discount code or processes the cancellation directly.
Appends the final outcome and reason code to the churn reporting sheet.
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