Retention Health

Retention Health is a Klaviyo-aware checklist that scores how well your unsubscribe and preference setup is aligned with best practices. It runs automatically in the background and surfaces actionable fixes so you can close gaps before they cost you subscribers.

Who can use it?

Retention Health is available when your team has Klaviyo connected. If Klaviyo is not connected, the dashboard will not show this feature.

Where to find it

Open the Dashboard in Last Chance.
In the left sidebar, click Retention Health (or go directly to /dashboard/retention-health).
You will also see a Retention Health summary on the main dashboard when Klaviyo is connected—use it as a quick entry point to the full page.

Your score (0–100)

At the top of the page you will see an overall retention health score from 0 to 100.

Higher scores mean more checks passed and fewer issues detected.
A perfect score (100) means every applicable check passed—your setup matches what we recommend for protecting subscribers and keeping flows and segments in sync.
If some checks do not apply to your account (for example, you do not use delayed rewards), those checks may show as skipped and the score weights what actually matters for your team.

Scores are guidance, not a guarantee of deliverability or revenue—they reflect how completely your Last Chance + Klaviyo configuration follows recommended patterns.

How results are updated

Last Chance stores the latest audit for your team so the page loads quickly. Audits refresh on a regular schedule; we also invalidate the stored result when you publish a page, change which page is primary, change list links, or update Klaviyo unsubscribe hosted page completion in settings. You can use Run audit again (or refresh) when you want an up-to-date result—for example after you activate a flow in Klaviyo or add exclusion segments.

What we check

Each item is shown as a card with a status such as pass, needs attention (warning), or action recommended, depending on what we found in Klaviyo.

Topic	What it means
Primary page published	Whether the page marked primary has a published live version—the default experience your team and Klaviyo should use (other draft or non-primary pages do not satisfy this check).
Sunset / re-engagement	Whether you have a live flow aimed at re-engaging subscribers who have gone quiet (often triggered by email engagement patterns).
Win-back	Whether you have a flow that can reach people who unsubscribed, so you can offer a path back when it makes sense.
Topic exclusion segments	Whether the LC - Exclude Topic segments that match your active topic preferences exist in Klaviyo, so sends can respect topic opt-outs.
Frequency exclusion segments	Same idea for LC - Exclude Frequency segments when subscribers choose a lower email frequency.
Reward / delayed reward flow	If you use a delayed reward (reward sent after a delay), whether the Klaviyo flow that delivers it exists and is live.
Preference center hosted page	Whether you marked the recommended second Klaviyo hosted page (manage preferences → Last Chance) as set up in Settings → Email Providers → Klaviyo.
Post-pause welcome	If pause is enabled on your pages, whether you have a flow that welcomes subscribers when they resume email after a pause.

Exact titles and descriptions on the page may vary slightly as we refine the product; the cards always explain the specific finding for your account.

Taking action

Many cards include a button or link that helps you fix the issue:

Open in Klaviyo or Activate flow — jumps to the relevant flow so you can turn it on or edit it.
Create flow — starts from Last Chance templates where we provide them (for example, retention flows aligned with our metrics).
Settings — deep links to the right place in Last Chance (such as User preferences for topic/frequency segments, or Reward delivery for delayed reward flows).

You can work through items in any order; fixing one issue and re-running the audit will update your score when the next run completes.

Relationship to Analytics, Churn intelligence, and best practices

Analytics shows what happened on your unsubscribe pages (visits, stays, pauses, etc.).
Retention Health shows whether your Klaviyo setup (flows, segments, primary page published) matches what those pages need to work as intended.
Churn intelligence (under Retention) focuses on at-risk audiences: it syncs profile properties to Klaviyo and lets you create churn-related segments and draft flows. The Retention Health report includes lighter-weight checks that churn sync is enabled and those assets exist—use the Churn intelligence page for setup and ongoing sync.

For strategic ideas on offers, incentives, and messaging, see Retention best practices.

Troubleshooting

The page says it could not load the audit

Confirm Klaviyo is connected and your integration is healthy.
Try again in a few minutes; Klaviyo occasionally rate-limits or returns temporary errors.
Use Run audit again after you have made changes in Klaviyo.

A check fails but you believe you are set up correctly

Flow names and triggers in Klaviyo vary. We detect common patterns and metric-based triggers; custom names may still pass if the trigger behavior matches.
If you use draft flows, we may warn you until they are live.
Topic/frequency checks depend on segments matching your active topic and frequency options in User preferences settings.