Integrate Churn Solution with Omnisend

Churn Solution is a retention platform for subscription businesses that helps manage cancellation flows, customer feedback, retention offers, and win-back activities.

By connecting Churn Solution with Omnisend, completed cancellation sessions are sent to the matching Omnisend contact as custom events. You can use these events and their properties to segment customers, trigger automations, and personalize follow-up messages based on what happened during the cancellation flow.

Benefits

With the Churn Solution integration, you can:

Trigger different follow-up automations based on whether a customer canceled, paused their subscription, or accepted another retention offer.
Segment customers by cancellation reason, cancellation outcome, plan, and other session details.
Personalize email and SMS messages using information collected during the cancellation flow.
Use cancellation events to automatically enroll canceled customers in relevant win-back campaigns.

Setup Process

Step 1. In Churn Solution, open the Integrations page, find Omnisend, and click Connect Omnisend.

Step 2. Authorize Churn Solution to access your Omnisend account.

Step 3. Review the integration settings and click Save Settings.

The integration is now active.

How The Integration Works

When a customer completes a Churn Solution cancellation flow, Churn Solution matches the customer to their Omnisend contact using their email address and sends the session as a custom event.

By default, completed cancellation sessions appear in Omnisend under the custom event Cancellation Session Completed. You can rename the event in Churn Solution if you prefer to use a different naming convention.

Note: Changes to the integration settings apply to cancellation sessions exported after you save them.

What Data Is Passed

Churn Solution can send the following properties with a completed cancellation session:

Property	Description
`accepted_offer`	The retention offer accepted by the customer, such as a pause, coupon, trial extension, plan change, contact option, or redirect. This property is not included when the customer cancels or abandons the session.
`cancel_reason`	The cancellation reason selected by the customer, such as budget, technical issues, or no longer needing the service. This is included when a cancellation reason was provided.
`flow_name`	The name of the Churn Solution cancellation flow the customer completed.
`offers_shown`	The retention offers shown to the customer during the session.
`outcome`	The final result of the cancellation session, such as a pause, accepted coupon, plan change, cancellation, or abandoned session.
`plan`	The customer's subscription plan and billing interval at the time of the session.
`session_id`	The unique Churn Solution ID for the cancellation session.
`subscription_id`	The customer's subscription ID from the connected payment provider.
`subscription_status`	The status of the subscription at the time the cancellation session was completed.

The exact properties available on an event depend on the customer's path through the cancellation flow and its outcome.

Using Cancellation Events in Omnisend

Once cancellation sessions start syncing to Omnisend, you can use the event and its properties to:

Trigger an automation when a cancellation session is completed.
Split an automation based on the session outcome.
Create segments based on cancellation reasons or retention outcomes.
Personalize follow-up messages using information from the session.

For example, you can send a win-back sequence to customers whose outcome is CANCELLED, while sending different follow-up communications to customers who accepted a pause, a coupon, or another retention offer.

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