Cancel flows help reduce churn by creating opportunities to engage with members who want to leave, offering alternatives, collecting feedback, and improving retention. This article explains how to navigate, set up, and optimize cancel flows to create a smooth experience for your members.
To access and manage cancel flows in Heartbeat, follow these steps:
From your Heartbeat community dashboard, navigate to the Offers section.
Select the specific offer for which you want to configure cancel flows.
Click on the Cancel Flows tab to open the cancel flow editor.
Review the Cancel Flow Layout
The Cancel Flow page has three main sections:
Cancel Flow Steps: A visual list of steps in the cancel flow is displayed in the right-hand panel.
Add Step Button: Located in the middle of the screen, this button allows you to insert additional steps, such as discounts, surveys, or alternative offers.
Survey Customization Panel: Customize the messaging and response options for feedback surveys.
Customizing Cancel Flows
Apply a Coupon
The Apply Coupon step allows you to offer discounts to members as an incentive to stay. Select or create the coupon you want to offer. The system will automatically apply the selected coupon when users accept.
Previewing the Coupon Step:
After saving your setup, you can click Preview Flow to see exactly how the coupon step will appear to members. The preview shows:
The title and description you’ve set.
The offer details include the discount percentage and duration.
Buttons for users to Accept Discount, Go Back, or Decline Offer.
New Offer
The New Offer step provides an alternative plan or product to members who might be looking for a different experience or price point.
Previewing the New Offer Step:
In the preview, you’ll see:
The new offer’s details, such as the trial duration or pricing.
A call-to-action button for members to accept the offer.
Buttons to Go Back or Decline Offer, giving users control over their decision.
Show Popup
The Show Popup step is perfect for collecting feedback or directing users to additional resources. You can use this to display a message, link to a resource, or simply thank them for their feedback.
Previewing the Popup Step:
The preview shows:
The title, description, and button you’ve configured.
Create a Cancelation Survey
You can ask members why they’re canceling with a simple question, add a short description to show how much their feedback means to you, and turn on the Free Response option so they can share their thoughts in their own words.
Cancel flows are more than just a retention tool—they’re a chance to engage and learn from your members. By using features like Apply Coupon, New Offer, and Show Popup, you can create an experience that leaves a positive impression, even if someone decides to leave.