A cancel flow is the set of screens your customers see when they try to cancel — surveys, retention offers, and confirmation steps. Most businesses run more than one flow at a time: a default flow for everyone, plus targeted flows for specific segments. This article explains how to create and combine multiple flows, how churn.io decides which flow a customer sees, and the rules that keep your flows from conflicting.
Your flows at a glance
All of your flows live on the Flows page under Your flows. Each flow appears as a card showing its name, its type (Widget or Page), its status, the trigger and audience it targets, and how many offers it includes. You'll also see when the flow was last edited.
Every flow carries a status badge:
Live — the flow is active and shown to your customers.
Paused — the flow is configured but not shown.
Draft — the flow is still being built and has never been published.
A flow may also show a Default badge when it's marked as your fallback flow.
Creating and copying flows
To add a flow, click New flow (or Create your first flow if you have none yet), give it a name and description, and choose whether it's a Widget or a Page flow. New flows always start as a Draft, so you can build and preview them before they go live. You can also start from a ready-made Template in the Templates section.
To reuse an existing flow as a starting point, open the three-dot menu on its card and choose Duplicate. The copy is created as a draft with " (copy)" added to its name, so duplicating never affects what your live customers see.
Use the same three-dot menu to Edit a flow's name and description, to Go live or Pause it, or to Delete it.
How customers are matched to a flow
When you have several live flows of the same type, churn.io decides which one to show based on each flow's audience. You set this on a flow's audience step, choosing one of three options:
Show to specific audience — target customers by conditions such as plan, MRR, or custom attributes you send.
Everyone else — a catch-all for customers who don't match any of your targeted flows.
Show to everyone — shown to all customers, with no conditions.
When a customer reaches a cancellation, churn.io checks your live flows in this order:
It looks at your specific audience flows first and picks the first one whose conditions the customer matches.
If none match, it falls back to a Show to everyone flow.
If there's no "everyone" flow, it uses an Everyone else flow.
Widget and Page flows are matched separately — a widget cancellation only ever sees your widget flows, and a hosted cancel page only sees your page flows. So you can run a full set of flows for each surface at the same time.
💡 The Everyone else option needs a targeted flow first
"Everyone else" only makes sense as a fallback for your targeted flows, so it stays disabled until you've created at least one flow with a specific audience.
Taking flows live without conflicts
To publish a flow, open its menu and choose Go live. To take it offline again, choose Pause — pausing always works and immediately stops the flow from being shown.
A few rules apply when you go live, all designed to keep your live flows from competing for the same customers:
One audience, one live flow. You can't have two live flows of the same audience type at once. If a flow is already live with that audience, you'll be asked to pause it first.
A connected payment gateway is required. Because flows read and update subscriptions, you must connect Stripe before a flow can go live.
The flow must be complete. If the flow still has configuration gaps, you'll see a message explaining what to fix before it can be published.
Plan limits may apply. Your plan can cap how many flows you keep live at once. When you reach that cap, pause a live flow or upgrade to add more.
⚠️ Downgrading can pause your flows
If you move to the Free plan, flows above your plan's active limit are paused automatically. A paused-by-downgrade flow shows a note explaining you can upgrade to Pro to reactivate it.
Deleting flows
Deleting a flow removes it from your Your flows list. One safeguard applies: a flow that's part of a running or paused A/B test can't be deleted. Stop or finish the test first, then delete the flow.
A typical setup combines a couple of specific audience flows for your highest-value segments with one Show to everyone (or Everyone else) flow as a safety net — so every cancellation attempt always has a flow to catch it.