Creating a deflection

Deflection cards are a powerful way to redirect a cancelling subscriber to custom content. Use them to reinforce value, provide alternatives to cancellation or anything else you can think up.

Example deflection

To create a deflection card, open the flow editor by clicking "Flow" in the left navigation and then the pencil icon in the flow steps diagram. From there, click the plus icon that appears between steps in the top section.

Open the flow editor

Creating a deflection

Deflection details

Deflections are made up of a title, content and an action.

New deflection details

Click the pencil icon next to each item to add content.

Customizing the action

Customize the action by entering the text to be displayed in the button and adding a URL. When a cancelling subscriber clicks the action button, they'll be redirected to this URL, so you can use it to point them to a help article, trigger some custom logic in your application, or anything else you can think of!

Editing an action

Note that the deflection step will not be active in your cancellation flow until an action URL has been added.

Displaying a deflection conditionally

Deflections can be displayed only when certain conditions are met, based on customer segments or answers to previous questions. Conditions are covered in the next section.

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