# Flow builder

Create a flow from a template, from scratch or with AI, then name it, choose its audience, assemble the steps, pick the offers and publish.

## Create a new cancel flow

From **Cancellation Flows** click **Create** and choose how to start:

- **New cancel flow** — start from scratch.
- **Use a template** — choose from the library of ready-made flows built on common best practice.
- **Build with AI** (beta) — describe your business and let Smart Design Flow draft the survey, offers and copy for you.

![Create a new cancel flow](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/cf-create-new.png "Create a new cancel flow: from scratch, from a template, or with AI.")

Whichever you pick, the builder walks you through four stages — **Flow Name → Conditions → Flow Creation → Offers** — shown in the bar at the top.

## Flow name

Give the flow a distinctive, straightforward name that says who it is for — each flow targets one audience, so name it after that segment (for example “Annual plans” or “Trial users”).

![Flow name step](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/cf-flow-name.png "Flow Name: who is the audience?")

## Conditions

Define which customers this flow applies to. Add one or more conditions on subscription attributes (plan, status, price, billing interval, subscription age, discounts…) or on your own custom attributes, and combine them with **and** / **or**. The **Sample Size** chart updates live so you can see how many customers match before you continue. See [Customer segmentation](/docs/cancellation-flows/customer-segmentation/).

![Conditions: build the segment and watch the sample size update.](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/cf-conditions.png)

## Flow creation — the steps

Assemble the steps a cancelling customer walks through. You can enable or disable each step and reorder them; edit the copy of each one and the live preview updates as you go.

![Flow creation: enable or disable each step](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/cf-steps-toggles.png "Flow creation: switch steps on or off and reorder them.")

- [Initial offer](/docs/cancellation-flows/dynamic-offers/)
  Shown before any question: one offer for everyone in the audience, before they say why.
- [Survey](/docs/cancellation-flows/exit-survey/)
  Reason list with per-reason follow-up question.
- [Offer](/docs/cancellation-flows/dynamic-offers/)
  One of seven offer types, chosen by reason and audience.
- [Free-form feedback](/docs/cancellation-flows/exit-survey/)
  Open text question.
- **Confirmation**
  What happens next, optional Google Form, final Cancel button.

## Offers

Map each survey reason to the save offer it should trigger — pause, coupon, trial extension, switch plan, switch plan with coupon, contact, or send to a page — and set the redemption limits. Offers your gateway cannot perform are hidden from the picker. See [Dynamic offers](/docs/cancellation-flows/dynamic-offers/).

Each survey reason has its own card: turn it on, select the offer, write the headline and message (or **Regenerate with AI**), set the offer value — for example the number of days for a trial extension — and add another offer for the same reason if you want a fallback.

![Offers: connect each cancellation reason to an offer.](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/cf-reason-offer.png)

## Preview, save and publish

Changes are saved automatically (**Saved**). Click **Preview Flow** to walk the flow exactly as a customer would, without touching a real subscription. When you are happy, click **Publish** — customers in this audience see the published version the next time they click Cancel.

![Saved, Preview Flow and Publish buttons](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/cf-publish-bar.png "Saved · Preview Flow · Publish")

- Flows are **drafts** until published; customers only ever see the published version.
- Editing a published flow creates a new draft; publish again to replace it.
- Unpublish a flow at any time; customers in that audience then see the default flow.

## Primary vs conditioned flows

The first flow your company creates is the **primary flow**. It applies to all customers by default. Every flow you create after it is a **conditioned flow**: it only applies to the segment defined by its conditions.

- When a customer clicks Cancel, Churn Solution checks the conditioned flows first. If the customer matches none of them, they see the primary flow.
- If a customer matches **two or more** conditioned flows, they are assigned to the first matching flow from the top of the list. Drag flows to reorder them and change that priority.