Subscription Retention & Win-Back Agent
Reach subscribers before the cancellation and after it, understand the actual reason in conversation, and offer the option that keeps them rather than a single discount
Core Automation Capabilities
Detects Cancellation and Lapse Signals From Your Own Data
Asks Why in Conversation Instead of a One-Click Exit Survey
Offers Pause, Downgrade, or Change Before Offering Money Off
Runs Win-Back Sequences That Answer the Reply
Why Subscribers Leave Quietly
The Reason Is Never Captured
A cancel button and a five-option survey tell you that somebody left and almost nothing about why, so the same reason takes the next one too.
Discount Is the Only Retention Move
Price was rarely the problem, but money off is the only offer the flow knows how to make, so you pay to keep people who wanted something else.
Win-Back Is a Broadcast
A campaign goes to everyone who lapsed, says the same thing to all of them, and stops working the moment somebody replies with a question.
How It Works
Watch for the Signal
The workflow triggers on the events that matter, including a cancellation request, a failed payment, or a drop in usage, read from the systems you connect.
Open a Conversation, Not a Survey
The agent asks why on the channel the subscriber uses, and follows up on the answer rather than recording a value from a dropdown.
Read the Account
Plan, tenure, usage, and billing history are pulled live, so the conversation is informed by what this subscriber actually has.
Offer What Fits the Reason
Pause, downgrade, a plan change, help with the thing that was not working, or a discount, chosen against the rules you defined rather than defaulting to price.
Escalate the Ones Worth a Person
High-value accounts and anything outside the offer rules transfer to your team with the reason and the history attached.
Follow Up After They Leave
Lapsed subscribers get a win-back sequence that references why they left, and the agent answers the reply instead of ending the campaign there.
Impact of AI That Delivers Real Operational Wins
| Metric | Before Automation | After (With AI Agent) |
|---|---|---|
| Reason for cancelling | A dropdown, or nothing | Captured in conversation |
| Retention offer | One discount for everyone | Matched to the stated reason |
| Failed payments | A retry email and a silent lapse | A conversation that resolves the billing issue |
| Win-back replies | Land in a queue, or nowhere | Answered immediately by the agent |
| High-value accounts | Treated like the rest of the list | Escalated to a person with full history |
| What you learn | A churn count | The reasons, in the subscribers' own words |
Seamless Setup Timeline
Step 1
Connect the billing, subscription, and product systems the agent should read plan, usage, and payment status from.
Step 2
Upload your plan structure, pause and downgrade options, and offer rules to the Knowledge Base.
Step 3
Define the triggers, including cancellation requests, failed payments, and usage drops, and which accounts must reach a person.
Step 4
Choose the channels for the retention conversation and the win-back sequence, then set the follow-up timing.
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Frequently Asked Questions
No. It offers against the rules you define, which can include pausing, downgrading, changing plan, or resolving the problem that prompted the cancellation. Discount is one option, not the default.
From the conversation. It asks on the channel the subscriber uses and follows up on what they say, rather than recording a selection from a fixed list.
It can trigger the pause, downgrade, or plan change in the system you connect, within the limits you set. Anything outside those limits escalates to a person.
A campaign sends and stops. Here the follow-up references why the subscriber left, and when they reply the agent answers, qualifies, and can restart the subscription in the same conversation.
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