Subscriber Workflow for Cancelled Customers in GHL

Want a simple way to follow up after a customer cancels? This video shows you how to build a Subscriber Workflow workflow in GHL, one step at a time.

What you’ll learn:

• Set a trigger for a cancelled subscription.
• Tag the customer after they cancel.
• Add a one-hour wait before the follow-up.
• Send a win-back email with an offer and survey.

When a customer cancels, they may still come back. Price, timing, or a small issue may be the reason they left. A Subscriber workflow helps you follow up while the customer still knows your offer.

GHL can also help you keep these contacts easy to manage. You can add a tag as soon as they cancel. Then, you can use that tag for reports, follow-up, or to keep them out of active member emails.

• Tag each cancelled subscriber right away.
• Send a follow-up email without doing it by hand.
• Give them a 20% discount if they want to return.
• Add a short survey to ask why they left.
• Use their answers to find common problems.
• Keep past subscribers apart from active customers.

For you, the goal is simple. You get one more chance to bring a customer back. You also learn why some people leave. This makes Subscriber Workflow useful for agencies, course sellers, and other businesses with repeat payments.

You’ll build this Subscriber Workflow in the Automations area of your GHL account. First, you’ll choose the product and set the trigger to start when a subscription is cancelled.

Next, you’ll tag the contact, wait one hour, send the win-back email, set the contact timezone, and publish the workflow. This gives you a simple way to follow up with cancelled subscribers without doing it by hand.

• Access the Workflow Builder from the Automation Section.
• Set the Subscription Trigger After Renaming Your Workflow.
• Rename the Subscription Trigger and Add a Filter.
• Set Global Products as the First Filter Before Adding Another Filter.
• Set Status as the Second Filter Before Saving the Trigger.
• Search for and Add the Add Contact Tag Element.
• Set the Subscription Cancelled Tag Before Saving the Action Element.
• Search for and Add the Wait Action Element.
• Rename the Wait Action Element and Set the Time Period to 1 Hour.
• Search for and Add the Send Email Action Element.
• Set the Sender Name, Email Address, and Subject Line.
• Add the First Win-back Email Subject Line and Body.
• Open the Workflow Settings, Then Set the Contact Timezone Before Returning to the Builder.
• Publish and Save Your Workflow.

To start, make sure you are logged in to your GoHighLevel sub-account. Make sure you’ve created a cancellation tag, win-back coupon, and cancellation survey.

• Create your Subscriber workflow using the Workflow Builder in the Automation section.

1.1 Click Automation.

• You will be taken to the Workflows tab by default.

1.2 Click Workflows.

• You will see a list of workflows, along with options such as Create Folder, Build Using AI, and + Create Workflow.

1.3 Click + Create Workflow.

• A dropdown menu will appear with several options, including + Start from Scratch.

1.4 Click + Start from Scratch.

• You will be taken to the Workflow Builder.

• Rename your Subscriber workflow, then set the Subscription trigger.

2.1 Rename your workflow.

• Click the Pencil icon at the top of the Workflow Builder and enter a new name for your Subscriber workflow.

2.2 Click Add New Trigger.

• The trigger library will appear, where you can search for and select a trigger.

2.3 Search for and select Subscription.

• You will be taken to the Subscription trigger settings.

• Give the Subscription trigger a clear name, then add a filter.

3.1 Rename the Subscription trigger.

• This makes it easier to identify on the Subscriber workflow canvas.

3.2 Click Add Filters.

• A drop-down filter will appear below the Add Filters button.

• Choose Global Products as the filter, then select your created product before adding another filter.

4.1 Select Global Products from the first drop-down filter set.

• Another drop-down filter will appear below the said filter.

4.2 Choose Is as the operator

• The chosen option should appear in this specific filter.

4.3 Choose your created product.

• The chosen product should appear in the filter.

4.4 Click Add Filters.

• A drop-down filter will appear below the current filter set.

• Choose Status as the filter before saving the trigger.

5.1 Select Status from the second drop-down filter.

• Another drop-down filter will appear below the second filter.

5.2 Choose Is as the operator

• The chosen option should appear in this specific filter.

5.3 Choose Cancelled as the condition

• The chosen option should appear in this specific filter.

5.4 Click Save Trigger.

• The trigger will now appear on the Subscriber workflow canvas.

• Click the Add Actions button, then search for and choose the Add Contact Tag action element.

6.1 Click Add New Element.

• The action element library should appear on the right side of the canvas.

6.2 Search for and select the Add Contact Tag action element.

• You will be taken to the Add Contact Tag settings.

• Rename the action element, then set the Subscription Cancelled tag before saving the action element.

7.1 Rename the action element.

• This helps make the Subscriber workflow easier to read on the workflow canvas.

7.2 Set your created tag.

• Select the Subscription Cancelled tag.

7.3 Click the Save Action button.

• The action element should now appear on the Subscriber workflow canvas.

• Click the Add New Element button, then search for and select the Wait action element.

8.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

8.2 Search for and select the Wait action element.

• You will be taken to the Wait settings.

• Rename the action element and choose the For a Set Period of Time option.

9.1 Rename the Wait action element.

• This makes the Subscriber workflow easier to read on the workflow canvas.

9.2 Select the For a Set Period of Time option.

• You will see two input boxes where you can set the time period for this action element.

9.3 Type 1 in the Time Period field.

• By default, the time period is set to minutes.

9.4 Set the Unit to Hours.

9.5 Click the Save Action button.

• The Wait action element will now appear on the Subscriber workflow canvas.

• Click Add New Element, then search for and select the Send Email action element.

10.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

10.2 Search for and select Send Email.

• You will be taken to the Send Email settings.

• Set the sender details and subject line for this Subscriber workflow email.

11.1 Rename the Send Email action element.

• Use a clear and simple name.

11.2 Enter the sender name.

• You can also use a custom value for the sender name.

11.3 Enter the sender email address.

• You can also use a custom value for the sender email address.

• Enter the subject line and content for your Win-back email.

12.1 Enter the Win-back email subject line.

• Keep the subject short and clear.

12.2 Enter the first Win-back body.

• Keep the message clear, polite, and helpful.
• Make sure to add the Discount code and the Cancellation Survey link.

12.3 Click Save Action.

• The Send Email action element will now appear on the Subscriber workflow canvas. 

• Click the Settings tab at the top of the Subscriber workflow canvas, then set the Contact Timezone in the Communication section before returning to the workflow builder.

13.1 Click the Settings tab.

• You will be taken to the workflow settings section.

13.2 Toggle on Allow re-entry and Allow multiple opportunities.

13.3 Set the Contact Timezone.

• This helps the Subscriber workflow send messages based on the contact’s local timezone.

13.4 Click the Builder tab.

• You will return to the workflow canvas.

• Turn on Publish and save your workflow.

14.1 Turn on the Publish toggle.

• The toggle will turn blue to show that it is active.

14.2 Click Save.

• The red dot on the Save button will disappear, confirming that your Subscriber workflow has been saved.

Your Subscriber Win Back workflow saves you from doing each follow-up by hand. Still, your email needs to be clear. Keep it short and give the customer an easy next step.

Use these tips when you set up your workflow:

• Keep your email short and clear.
• Make the 20% offer easy to use.
• Use a short survey with simple questions.
• Tag each cancelled customer in GHL.
• Read the survey replies to learn why people leave.
• Test your links and coupon before you publish.

You can learn from customers even when they do not come back. Their survey replies can show you what they did not like. You can then use that feedback to make your offer better.

A Subscriber workflow gives you a simple way to handle each cancellation. You do not need to watch for lost members or send each email by hand. GHL can do the follow-up for you.

Once the workflow is live, the process is simple:

• A customer cancels the product you chose.
• GHL adds your cancellation tag.
• The workflow waits for one hour.
• The customer gets your win-back email.
• They can use the discount if they want to return.
• They can fill out the survey and tell you why they left.

This gives you two clear results. You may bring a customer back, or you may learn why they left. You can then use that feedback to improve your offer, price, content, or service.

You may have a few questions before you turn this workflow on. These answers cover the main setup points, so you can check your work and avoid common mistakes.

A cancelled subscription does not always mean the customer is gone for good. With Subscriber Workflow in GHL, you can give them one clear chance to return and ask why they left.

Once your workflow is live, GHL can handle the main steps for you:

• Watch for the cancelled subscription.
• Add your cancellation tag.
• Wait one hour before you follow up.
• Send the win-back email with your offer.
• Ask the customer to share feedback in your survey.

This gives you a clear process each time someone cancels. You may bring a past customer back, or you may learn what made them leave.

Before you publish, test each step and make sure your links work. Then let Subscriber Workflow handle the follow-up while you use the feedback to improve your offer.