Audience targeting lets you show specific retention offers to specific customers based on their subscription data. Instead of showing every customer the same offer, you can target a discount to monthly subscribers while showing a pause to annual ones, or reserve a "Book a Call" offer for your highest-value accounts.
What audience targeting requires
Subscription-based audience conditions require a connected payment processor. Without one, you can still target offers by cancel reason, but not by subscription attribute. Connect your processor from Settings > Integrations (see Connecting Your Payment Processor).
Available targeting conditions
You can build conditions based on any of the following attributes:
Customer data:
Email: the customer's email address (text: equals, contains, starts with)
Plan: the name of their current subscription plan (text: equals, contains, starts with)
MRR: monthly recurring revenue in dollars (number: equals, greater than, less than, between)
Subscription data (requires payment processor connection):
Billing cycle: monthly or annual (is / is not)
Billing interval count: the number of periods per billing cycle, for example 3 for quarterly billing (number)
Subscription status: active, trialling, past due, or cancelled (is / is not)
Subscription age in months: how long the customer has been subscribed (number: greater than, less than, between)
Subscription start date: when their subscription began (date: before, after, between)
Trial days remaining: days left in a free trial (number)
Has active discount: whether a coupon is currently applied to their subscription (yes / no)
Subscription currency: the currency their subscription is billed in, for example USD, EUR, GBP (is / is not)
Cancel reason:
The option the customer selected in the survey step (is / is not)
💡 No processor needed for reason targeting. Cancel reason conditions work without any integration. They are the simplest way to get started with targeted offers.
Combining conditions with AND and OR
You can combine multiple conditions using AND (all conditions must match) or OR (any condition can match). For example:
Plan is "Pro" AND billing cycle is "Monthly" targets only monthly Pro subscribers
MRR greater than 200 targets only high-value accounts for a "Book a Call" offer
Cancel reason is "Too expensive" OR cancel reason is "Found a cheaper option" catches both price-sensitive reasons with one offer
Subscription status is "trialling" AND trial days remaining less than 3 targets trial users about to expire
Fallback offers
It is good practice to configure a fallback offer with no targeting conditions. This offer shows to any customer who does not match your targeted conditions, ensuring no session ever ends without a retention attempt. See Retention Offers: Overview for a full breakdown of offer types.
✅ Start simple. You do not need complex conditions on day one. Start with cancel reason targeting only, then layer in subscription attribute conditions once you have enough session data to know which segments respond to which offers.
💬 Questions or concerns? Get help from our support specialists at Churn.io.