A Book a call offer invites a customer who is about to cancel to schedule a conversation with your team instead of leaving. When they accept, churn.io opens your booking link (such as a Calendly or Cal.com page) in a new tab and keeps their subscription exactly as it is. This article walks you through adding a Book a call offer to a cancel flow, the one setting it needs, and what your customer sees.
When to use a Book a call offer
Book a call works best for higher-value customers, complex accounts, or situations where a discount or pause won't address the real reason someone is leaving. Rather than guessing at an incentive, you put a person in front of the customer.
Keep one thing in mind: unlike a discount, pause, free month, or trial extension, a Book a call offer does not change the customer's subscription in any way. Accepting it simply opens your booking link. Nothing is billed, paused, or extended automatically.
💡 No billing integration required
Because a Book a call offer never touches the customer's plan, it works even before you've connected your billing provider. The only thing you need is a working booking link.
Step-by-step: add a Book a call offer
Offers live inside a cancel flow, so you'll add one while editing a flow. You can attach a Book a call offer either to a general Offer step (shown to everyone who reaches it) or to a specific survey reason (shown only to customers who picked that reason).
Step 1: Open the flow's offers
Go to Flows and open the flow you want to edit, or create a new one.
Open the offers part of the flow. To show the offer to everyone, use the Offer step. To target it, find the survey reason you want and choose Add offer for this reason.
Click Add offer.
Step 2: Choose Book a call
From the list of offer types, pick Book a call ("Invite them to speak with your team"). The other options are Discount, Pause, Free month, Trial extension, and Custom page.
Step 3: Add your booking link
The only required field for this offer is the Booking / calendar URL. Paste the full link to the page where customers schedule time with you, for example https://calendly.com/your-link.
The link must be a valid web address — if it isn't, the field is highlighted and you'll be asked to add a valid booking URL before you can publish.
You can use any scheduling tool that gives you a public booking page (Calendly, Cal.com, HubSpot meetings, and so on).
Step 4: Customise the wording (optional)
You can set a Headline and Subtext for the offer to explain why a call is worth their time. If you leave these blank, churn.io shows sensible defaults. The button the customer clicks is always labelled Book a call.
What your customer sees
When the offer appears in your cancellation widget or on your hosted cancel page, the customer sees your headline, subtext, and a Book a call button. When they click it:
Your booking link opens in a new browser tab so they can schedule a time.
The cancellation is treated as saved — their subscription continues unchanged, and the session is recorded as a save in your dashboard.
⚠️ The call itself happens outside churn.io
Accepting the offer opens your booking page but does not confirm a meeting or notify you automatically. Make sure your scheduling tool sends you booking notifications so you don't miss a saved customer who's reaching out.
Tips
Use a dedicated booking link (or event type) for cancellations so you can tell retention calls apart from your usual meetings.
Pair Book a call with a survey: attach it only to reasons where a conversation helps most, such as "Missing a feature I need" or "Switching to a competitor."
Preview the flow before publishing to confirm your link opens correctly and the wording reads the way you want.