Building a cancel flow from scratch gives you full control over every step, offer, and piece of copy your customers will see. This article walks you through the full creation process from an empty canvas to a published, live flow.
Starting a new flow
From the main navigation, click Flows
Click Create flow
Select Start from scratch
Enter a name for your flow (internal only, not visible to customers)
Choose the flow type: Widget or Cancel Page
Click Create
Configuring the Survey step
The survey is your first opportunity to understand why a customer wants to leave. Add between 3 and 10 cancel reasons. Be specific: vague options like "Other" reduce targeting precision. Good examples: "Too expensive", "Switching to a competitor", "Not using it enough".
Configuring the Offers step
Create at least one retention offer. For each offer, you can set:
Offer type: discount, pause, free month, trial extension, book a call, or custom page
Headline and description: the copy the customer will read
Targeting: which cancel reason or audience condition should trigger this offer
Configuring the Feedback step
Add an optional open-ended question for customers who declined your offer. Something like "Is there anything we could have done differently?" captures honest feedback from customers who are still leaving.
Configuring the Confirmation step
Customise the final screen. Edit the heading ("Your cancellation is confirmed"), the supporting message, and the CTA button label. Keep the tone calm and professional.
Publishing your flow
When all steps are configured, click Publish in the top right. The flow becomes live and will be shown to customers the next time they trigger your cancel button or visit your cancel page URL.
⚠️ Draft flows are invisible to customers
A flow in Draft status is never shown to real customers. You can safely configure and preview a draft flow without any customer-facing impact.
💬 Questions or concerns?
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