Thirty days before a subscription or membership is due, the member receives a WhatsApp message with their renewal details and a simple form: renew, update details, or considering cancelling. Confirmations are processed immediately, waverers get a retention offer, and non-responders receive two further reminders before expiry.
At a glance
| |
|---|
| Trigger | Renewal date 30 days away |
| Channels | WhatsApp |
| Templates | Renewal Flow plus retention Flow |
| Platforms | HubSpot, Stripe |
What this workflow does
The member gets a value recap and a one-tap renewal at 30 days. Those who renew are confirmed and their renewal date rolls forward. Those who want to update details are handed to a Customer Agent. Those considering cancellation receive a retention Flow with options you can actually fulfil. Non-responders get a lighter reminder at 14 days and a final heads-up at 7 days.
What you will need
- A WhatsApp Flow template for renewal (renew, update, considering cancelling)
- A second Flow template for retention
- HubSpot properties for renewal date and subscription status
- The member’s WhatsApp number in international format
Workflow steps
- Trigger contact date property when the renewal date is 30 days away. Enable re-enrolment so it runs each cycle.
- Send first reminder personalised with name, plan, renewal date, and price.
- Wait for completion delay until Form Completed, up to 14 days.
- Branch, completed:
- Renew set status to Renewal Confirmed, confirm, roll the renewal date forward, end.
- Update details acknowledge, assign to a Customer Agent, create a verification task, re-send the renewal form afterwards.
- Considering cancelling send an empathetic message and the retention Flow, then branch on the chosen option (discount, pause, different plan, or speak to someone).
- No response at 14 days send a lighter reminder noting no action is needed to continue, wait 7 days.
- Final reminder at 7 days send a brief heads-up. If auto-renewal is on, confirm the renewal. If manual, create a task for the account team.
Tips and gotchas
Frame renewal as the default where your terms allow auto-renewal. Offer only retention options you can fulfil, since a hollow offer damages trust more than a clean cancellation.
