Save customers
while there's still time.
By the time a customer asks to cancel, the save window is mostly gone. Real churn recovery starts weeks earlier — at the silent signals nobody has time to chase. A Loomal agent watches usage, sentiment, and billing events, and runs a save sequence the moment risk appears.
API Primitives used
vault_getRead account state
Customer plan, last login, and recent activity live in the vault. Agent reads them per-account on demand without exposing the underlying data store.
mail_sendOutreach from a real address
Save messages go out from the CSM's agent identity — DKIM-signed, threaded against the customer's main contact, indistinguishable from a human note.
mail_list_messagesCatch the response
Agent watches for replies, classifies them as save / lost / talk-to-human, and either continues the sequence or hands off.
Churn happens in silence.
Most churn isn't a cancellation form. It's a customer who quietly stops using the product, lets the renewal lapse, or replies to billing with one cold sentence. By the time anyone notices, the customer has already mentally moved on — and the rep who could have helped is buried in tickets from louder accounts.
The save play has to start before the request to cancel. That means watching signals continuously, reaching out at the right moment, and running a personalized sequence — at a volume no human can sustain. An agent identity with email, vault, and audit is the only architecture that fits.
How to build it.
vault_getWatch the signals
Agent reads usage and account-state vault entries on a schedule. When a customer crosses a risk threshold, the save sequence starts.
mail_sendReach out personally
Agent generates a personalized save message — referencing the specific drop in usage or the support ticket that flagged the risk — and sends from the CSM identity.
mail_list_messagesListen and adapt
Replies are classified. Engaged customers get a follow-up. Silent ones get a different angle. Hard 'no' replies route to the CSM.
Example prompt
“For any customer whose login activity dropped 70% in the last 30 days, draft a personalized check-in referencing what they were using before, send it from my agent's address, and book a call on any positive reply.”
What CS teams build.
Silent-churn detection
Agent flags accounts with collapsing usage and runs a save sequence weeks before the renewal date.
Failed-payment recovery
When a card fails, the agent sends a friendly retry email and updates the customer record without paging anyone.
Cancel-form intercept
When a customer hits the cancel page, the agent sends a contextual save offer referencing the specific reason cited.
Win-back sequences
For customers who churned in the last 90 days, agent runs a paced re-engagement sequence with a personalized offer.
Executive escalation
For accounts above a revenue threshold, the agent drafts the save message and routes it through the human CSM for sign-off.
Why churn recovery needs an agent identity.
Churn is a continuous signal, not an event. Catching it requires constant attention to dozens of accounts — and the messages that win back customers have to feel personal, not templated. That combination — high volume, high context, high quality — has been impossible for human teams and impossible for traditional automation.
Loomal makes it possible because the agent owns the data, the language model, and the inbox in one delegation chain. Every save touch is audit-logged, every account is scoped, and every action traces back to the human who authorized the agent.
Account data encrypted
Customer state lives in the vault, encrypted per CSM identity, never exposed in plaintext logs.
Save-sequence audit
Every touch is logged with timestamp, agent identity, and the signal that triggered it.
Revoke on offboarding
When a CSM leaves, revoking their identity stops every save sequence in flight.