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Viewing sessions

A cancellation session represents the journey a customer took through your ProsperStack cancellation flow. Each time a cancellation flow is opened by a customer, a new cancellation session is created.

Click Sessions in the left navigation to view all cancellation sessions.

Sessions

The sessions view displays a list of all cancellation sessions. You can also review text feedback.

Sessions grid

Session statuses​

Each row represents an individual cancellation session. The outcome of the session is represented by the color-coded status box on the left side of the session row.

Saved — The customer accepted an offer and their subscription was saved.

Canceled — The customer canceled their subscription.

Deflected — The customer was deflected from canceling their subscription by a deflection card or did not cancel after an incomplete session.

Incomplete — The customer did not complete the cancellation session. Incomplete sessions automatically become Deflected if the customer does not cancel within 24 hours.

Ineligible — The customer was prevented from canceling their subscription due to eligibility rules.

Filtering sessions​

Sessions can be filtered with the dropdowns at the top of the sessions grid.

Filter sessions

The following filters can be applied:

  • Flow — Filter by cancellation flow if multiple flows are available.
  • Answer — Filter by an answer to the primary question. This filter is disabled when Flow is set to All because answer options may differ.
  • Type — Filter by paying subscriptions or free trials.
  • Status — Filter by session status (Saved, Deflected, Canceled, Incomplete or Ineligible).

Sessions can also be filtered by date using the dropdown at the top right of the sessions grid. Choose All time, Last 7 days, Last 30 days, Last 90 days, Last 6 months, Last 12 months or Custom range. With a custom range, select a start and end date through today.

Filter sessions by date

Searching sessions​

Search cancellation sessions using the search box at the top of the sessions grid. Search by customer name, email or by subscription platform ID (if a supported subscription platform is connected).

Search sessions

Exporting sessions​

Sessions can be exported to CSV. ProsperStack prepares the file asynchronously and emails you when it's ready.

First, configure the search, date range and filters for the sessions you want to export. Then click Export at the top of the sessions page.

To access exports, click the gear icon in the main header and then click the Exports tab.

While generating, an export will show as Preparing. When its status changes to Ready, click Download.

Expired files are not available for download.

Viewing session details​

Click a subscriber's name or email in the sessions grid to view session details. You can also open a session from the Sessions card on a subscriber profile.

Session details

Details​

The Details card summarizes the session, including:

  • The session outcome and associated MRR or ARR
  • The date and time the session occurred
  • The detected device type, when available
  • The subscriber and subscription ID
  • Offers shown or withheld during the session

Some subscription platforms provide additional identifying information. For example, Naviga sessions include an account number.

Session timeline​

The Session card displays the subscriber's journey in chronological order. It shows the session start, each recorded flow step, answers, offers, deflections and the final outcome.

Session timeline

If the subscriber was rerouted from one flow to another, the timeline shows activity from both flows.

If eligibility rules prevented the subscriber from entering the flow, this will also be indicated.

Properties​

The Properties card includes platform and custom property values. Choose Session to see the values captured when the session occurred, or Current to see the subscription's latest values.