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.

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

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.

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.

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).

Exporting sessions

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

Click Export at the top of the sessions page to open the Export sessions panel. The panel starts with the search and filters currently applied to the sessions list. Adjust them if needed, then click Export in the panel.

Filters

Narrow the sessions included in the export by:

• Status: select at least one session status.
• Type: all sessions, subscriptions only or free trials only.
• Flow: all flows or a single flow. Shown only if your account has more than one flow.
• Answer: sessions where the customer chose a specific answer to the flow's primary question. If you have more than one flow, choose a flow first to filter by its answers.
• Date: a relative range, like Last 30 days, or a custom range.

Columns

Prosper planEnterprise plan

On other plans, exports include a fixed set of session columns.

Click Add columns to choose the columns to include in the export. Columns are grouped into:

• Session - details and outcome of the session
• Subscriber and Subscription - properties of the customer and their subscription
• Survey - answers to each survey question, plus the sentiment of free-text answers
• Offers and Deflections - the offers and deflections presented and how the customer responded
• Custom properties - any custom properties on your account

Drag columns to change their order in the export. Click the X icon next to a column to remove it. An export requires at least one column.

Presets

Prosper planEnterprise plan

If you regularly export the same columns and filters, save them as a preset. Click Save preset next to Preset, then enter a name. Once you have a preset, save more by clicking the ⋯ menu next to the Preset field and clicking Save as new preset…. To use a preset later, choose it from the Preset field to load its columns and filters.

Presets don't include the search text. They can only save relative date ranges, like Last 30 days, not custom ranges.

Presets can't be edited. To change one, load it, adjust the columns or filters, and save it as a new preset. To remove a preset, load it, then click the ⋯ menu and click Delete preset. Deleting a preset doesn't affect past exports.

If your account exported sessions before configurable columns were available, the Preset field also includes a Legacy option. Choose it to export the original, fixed set of columns.

Downloading exports

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.

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.

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.