Cancellation/Offboarding Monitor + Save-Opportunity Drafts
No cancellation sits unseen for more than a monitoring cycle — and every one gets a save attempt drafted.
What was getting in the way.
Cancellation emails are the highest-stakes messages the marketing team receives, and they arrived into a shared inbox where response speed depended on who happened to look. By the time a save attempt was drafted, the client had mentally left. There was no systematic record of why clients leave.
Context
Whole client portfolio (local service businesses on recurring plans).
How the work runs.
- 01
Trigger
scheduled watch on the cancellation inbox (rolling window).
- 02
New thread detected → deduped
New thread detected → deduped against per-thread state (replies on a known thread never re-alert).
- 03
Agent pulls the client's full
Agent pulls the client's full context: tenure, services, payment history, recent channel activity.
- 04
Posts an alert to the
Posts an alert to the ops channel with the context summary, and drafts a save-opportunity email tailored to the client's situation.
- 05
human reviews, edits, and sends
A human reviews, edits, and sends (or doesn't) — the agent never emails the client.
- 06
Outcome
minutes-level awareness of every cancellation, a ready-to-edit save draft, and an event log building a churn record over time.
Evidence from the workflow.
Each system has a role.
Intake
Cancellation inbox (email)
Signal (context)
Client memory + payments + CRM
Action (alert + draft delivery)
Team chat
Record of truth
Local state/event log
Why this is Operator.
Owns a workflow end to end, running the process inside the authority you set.
The agent never sends email to clients. Alerts and drafts go to the internal ops channel only; a human owns the send decision. State is logged per thread for auditability.
Effects / Outcomes
Every cancellation thread is caught and tracked exactly once (4 threads currently in state; replies never re-alert).
Save drafts arrive with full client context already assembled — the human's job starts at "edit and send," not "research."
A persistent event log is accumulating structured churn data the marketing team never had.
Find where a workflow like this fits.
Start with the systems, work, constraints, and authority already present in your operation.