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Creating a deflection

Deflection cards are a powerful way to redirect a canceling 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.

Opening the flow editor

In the flow editor, click the plus icon that appears between steps in the top section.

You can choose from two deflection layouts.

Choose deflection layout

Basic layout

The basic deflection layout allows you to craft a message using text, images and video.

Snapshot layout

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The snapshot layout has the same structure as the basic layout, with the addition of snapshot items. Snapshot items allow you to surface customer data to reinforce your product's value.

Snapshot layout items

Deflection details

Deflections are made up of a title, content and actions. Snapshot deflections also contain snapshot items.

New deflection details

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

Editing the deflection content

Editing the content section opens a rich text editor where you can craft your tailored deflection message.

Editing the deflection content

Use the buttons in the editing toolbar to add headings, format the content of your message or insert images.

Inserting videos

You can also insert videos in the content section to present a custom video message to your subscribers. Supported video platforms include Vimeo, Wistia, Loom and YouTube.

Click the video icon in the text editor to open the video dialog. Choose your video provider and paste the URL to the video in the Video URL text box. If you'd like the video to auto-play when the deflection card is viewed by a subscriber, toggle the Auto-play option.

Inserting a video

Adding a snapshot item

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Click the Add item button to add a new item to a snapshot deflection. You can add up to four items per deflection.

Adding a snapshot item

Snapshot items consist of an icon, a custom property and a text label.

Creating a snapshot item
  • Icon — Select an optional icon to display with your snapshot item. You can select from thousands of icons in multiple styles.
Snapshot icon
  • Property — Select a custom property (or create a new one) that contains the data you want to display to your subscriber.
  • Minimum value — If your selected custom property is a number, you can require that the property be at least this value. If the custom property value is less than this number, the item will not be displayed.
  • Text content — Use the text editor to enter the label for your item.

See the section on minimum snapshot items for details on what happens when snapshot items are skipped due to missing data or minimum value requirements.

Customizing deflection actions

Deflection action buttons

Deflection actions are call-to-action buttons displayed below the deflection content.

Click Add action to create a new action button. Enter the text to be displayed in the button and enter a URL. When a canceling 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

You can create as many action buttons as needed. Drag and drop the buttons to change their order.

Minimum snapshot items

If a snapshot item uses data from a custom property and that custom property is not present for a canceling subscriber (or does not meet the configured minimum value), the item will not be displayed. If a snapshot deflection would not display any items since they have all been skipped, the entire snapshot deflection step will be skipped.

You can control the minimum required items (between one and four) for a snapshot deflection step to be shown in the step settings. Click the pencil icon at the top of the step to edit settings.

Minimum snapshot items

Displaying a deflection conditionally

Deflections can be displayed only when certain conditions are met, based on customer segments or answers to previous questions. Read about configuring step conditions.