Work every subscription about to cancel from one save desk

Build me a save desk app that my retention team opens every morning to work the customers who have told us they are leaving but have not actually left yet. The whole app is one ranked queue plus a detail panel, and the job of the detail panel is to get a rep from the stated cancellation reason to the matching offer in as few clicks as possible.

The queue is the landing view. Load it from Chargebee with List Subscriptions, using typed operator filters: status[is]=non_renewing for subscriptions that are scheduled to cancel when the current term closes, and status[is]=paused for anything currently paused. These are two separate calls that both feed the queue. Do not include cancelled subscriptions, because those customers are already gone and are not saveable. Page through with limit and the next_offset token so the queue is complete rather than just the first ten rows.

Rank the queue by revenue at risk and by how many days remain before the term closes. Revenue at risk comes from the subscription's recurring amount, and days remaining is the difference between now and current_term_end. Put the highest value, soonest closing rows at the top, and show a clear urgency treatment on anything closing within about seven days. Each row shows the customer name, the plan they are on, revenue at risk, days remaining, whether the row is scheduled to cancel or already paused, the stated cancellation reason if we have one, and the account owner. Let the rep filter the queue by status and by reason, and search it by customer name or email.

Each row carries the full context a rep needs so they never have to leave the app. Pull the billing record with Retrieve Customer. Pull payment history with List Invoices filtered to that customer, and show the last several invoices with their amounts, dates and paid or unpaid state, so the rep can see at a glance whether this is a long-paying loyal account or a recent signup. Pull the account owner and recent CRM context from HubSpot: find the contact with Get Contact by email using the idProperty parameter, or fall back to Search Contacts when the email does not resolve cleanly, then resolve the owning rep with List Owners so the row shows a real name rather than an internal id.

Opening a row shows the detail panel with the offer buttons, and the offers are matched to the stated cancellation reason, because reason-to-offer matching is the pattern that actually converts. A customer who says the timing is wrong gets a pause. A customer who says the plan is too big gets a downgrade to a smaller item price. A customer who is only wavering gets a straight save, which just removes the scheduled cancellation and leaves everything else alone. Surface the offer that matches the recorded reason as the primary button, but keep the others available, because the reason on file is often wrong and the rep learns the real one on the call. If no reason is recorded, let the rep pick one in the panel first, and store what they picked.

Every offer previews before it commits. Never wire a bare action button. For the pause offer, call Pause Subscription Estimate first and show the rep what the pause does to billing, then commit with Pause Subscription. For the downgrade offer, let the rep choose the target price from List Item Prices filtered to cheaper prices in the same currency and period, call Update Subscription Estimate For Items to show the prorated result, then commit with Update Subscription For Items. For the straight save, commit with Remove Scheduled Cancellation, which is the undo for a subscription scheduled to cancel at term end and is the single highest value button on this page. For a subscription that is already fully cancelled rather than merely scheduled to cancel, use Reactivate Subscription instead. Show the estimate result in plain language, including any prorated credit or charge, and require an explicit confirm before the commit call fires.

After any offer commits, log it in two places automatically. Write a HubSpot note on the contact with Create Note, recording which offer was made, the reason it was matched to, the revenue at risk, the estimated financial impact and who on our team took the action. Then push the same summary to the account owner with Slack Bot's Send a Message, so the person who owns the relationship knows what just happened to their customer without having to check anywhere. If the owner has no resolvable Slack destination, fall back to a shared retention channel rather than silently dropping the notification.

The header tracks the outcome that matters: what share of this month's at-risk revenue we actually saved. Compute total at-risk revenue for the current month from the queue, track the revenue attached to every subscription that got a successful save action this month, and show the saved percentage alongside the raw amounts and a count of saves made. Persist each row's disposition, meaning the offer made, the outcome and the rep who worked it, so the queue remembers what has already been touched today and the header total survives a reload.

Two data handling details to get right. Chargebee amounts are integers in the smallest currency unit, so divide before displaying and always render them as proper formatted currency rather than raw integers. Chargebee timestamps are Unix epoch seconds, so convert them before showing dates or computing days remaining.