# Omnisend

Integrate Omnisend with Churn Solution so each cancellation session is exported to the customer's Omnisend contact timeline.

## How to connect Omnisend and Churn Solution

Connect your Churn Solution account to your Omnisend store through the [Integration page](https://app.churnsolution.com/settings/network). After connecting, each cancellation session is exported to Omnisend as a custom event on the matching contact.

**Step: Connect Omnisend.** Click the button, then authorize Churn Solution to access your Omnisend account.

[Connect Omnisend](https://app.churnsolution.com/settings/network)

Churn Solution can then create and update events on your Omnisend contacts. No code or tag installation is needed.

![Omnisend connection settings](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/omnisend-settings.png)

## Sync settings

- **Identifier type:** set to **Email**, which matches the customer's email to an existing Omnisend contact.
- **Event name:** the label shown on the contact timeline and in Omnisend automation triggers. The default is **Cancellation Session Completed**; you can rename it.
- Click **Save Settings** to apply changes. New settings apply only to sessions exported after saving.

## Cancellation session events

Each completed cancellation flow session is sent to Omnisend as a custom event on the matched contact. Open any event on the timeline to see its details.

![Cancellation session event on the Omnisend contact timeline](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/omnisend-event.png)

The event properties vary based on how the session ended. Examples:

### Coupon accepted

```txt
accepted_offer: COUPON
cancel_reason: Budget
flow_name: test
offers_shown: PAUSE;COUPON
outcome: COUPON
plan: $100.0/year
session_id: 3000854
subscription_id: sub_1UA5PRCKwqHtcT31jtNErQna
subscription_status: ACTIVE
```

### Abandoned

```txt
cancel_reason: No Longer Needed
flow_name: Primary Cancellation
offers_shown: PAUSE
outcome: ABANDONED
plan: $900.0/month
session_id: 3175439
subscription_id: sub_1UBWHmA9K5AU7MO2RasT2wtv
subscription_status: TRIALING
```

### Cancelled

```txt
cancel_reason: Technical Issues
flow_name: test
offers_shown: PAUSE
outcome: CANCELLED
plan: $100.0/3 month
session_id: 3000868
subscription_id: sub_1UA5PRCKwqHtcT31jtNErQna
subscription_status: ACTIVE
```

## Event properties

| Property | Description |
|---|---|
| `accepted_offer` | The offer the customer accepted. Possible values: `PAUSE`, `COUPON`, `TRIAL_EXTENSION`, `PLAN_SWITCH`, `PLAN_SWITCH_WITH_COUPON`, `CONTACT`, `SEND_TO_PAGE`. Omitted if the customer cancelled or abandoned. |
| `cancel_reason` | The exit survey reason selected (e.g. Budget, No Longer Needed, Technical Issues). Omitted if no reason was submitted. |
| `flow_name` | The name of the cancellation flow used. |
| `offers_shown` | All offers shown during the session, separated by semicolons (e.g. `PAUSE;COUPON;TRIAL_EXTENSION`). |
| `outcome` | How the session ended. Possible values: `PAUSE`, `COUPON`, `TRIAL_EXTENSION`, `SWITCH_PLAN`, `SWITCH_PLAN_WITH_COUPON`, `CONTACT`, `SEND_TO_PAGE`, `CANCELLED`, `ABANDONED`. |
| `plan` | The plan and billing interval at session time (e.g. $100.0/year). |
| `session_id` | The unique Churn Solution ID for the session. |
| `subscription_id` | The subscription ID from the payment gateway. |
| `subscription_status` | The subscription status at session time (e.g. `ACTIVE`, `TRIALING`). |

- Trigger an automation when the event arrives, then branch on `outcome` to send different messages to saved and cancelled customers.
- Build segments from event properties, such as customers with a specific `cancel_reason` or those who paused instead of cancelling.
- Personalize emails and SMS using the plan, offer, or reason from the session.
- Automatically add cancelled customers to win-back campaigns.