# Last Chance
> Last Chance is the unsubscribe page and email preference center platform for Klaviyo and Shopify brands. Replace dead-end unsubscribe flows with pause options, topic and frequency preferences, and offers—while keeping one-click unsubscribe clear and compliant.
Last Chance replaces dead-end Klaviyo unsubscribe pages with a branded unsubscribe page and email preference center where subscribers can pause emails, adjust topics and frequency, or accept an offer—while one-click unsubscribe stays clear and compliant. It connects to Klaviyo (OAuth) and Shopify, and reports the revenue your unsubscribers represent and the revenue you recover. Built for e-commerce brands.
---
# Last Chance User Guide
Welcome to the Last Chance documentation! This guide will help you get the most out of your unsubscribe page management platform.
## What is Last Chance?
Last Chance is an email retention platform that transforms your unsubscribe pages from dead-ends into opportunities. Instead of losing subscribers forever, you can:
- **Offer alternatives** - Let subscribers pause emails or adjust preferences
- **Incentivize staying** - Display discount codes and special offers
- **Understand why they leave** - Collect feedback with customizable reason forms
- **Match your brand** - Build beautiful pages with our visual editor
- **Track everything** - Monitor retention rates and subscriber behavior
## Documentation Overview
### 📖 [Getting Started](./getting-started.md)
Complete setup guide covering:
- Initial setup wizard and Klaviyo connection
- Creating your first unsubscribe page
- Using the visual editor and settings
- Segment experiences and smart-offer rules (personalized HTML per subscriber context)
- Adding discount codes
- Publishing your page
- Setting up Klaviyo unsubscribe hosted page for automatic redirects
**Best for**: New users setting up Last Chance for the first time
---
### 👤 [Subscriber Experience](./subscriber-experience.md)
See what your subscribers experience when they click unsubscribe:
- Understanding the unsubscribe journey
- All page states (Initial, Stayed, Unsubscribed, Paused, Resubscribed)
- Personalized experiences when segment experiences and smart-offer rules are enabled
- Features available to subscribers
- Best practices for designing effective pages
- Understanding retention impact
**Best for**: Users wanting to understand what subscribers see and optimize the experience
---
### 📊 [Analytics](./analytics.md)
Learn how to use analytics to improve retention:
- Understanding key metrics and event types
- Using filters and search
- Analyzing unsubscribe reasons
- Exporting data for further analysis
- Best practices for data-driven decisions
**Best for**: Users wanting to understand and improve their retention rates
---
### 🩺 [Retention Health](./retention-health.md)
See how your Klaviyo setup scores against retention best practices:
- Overall health score and what it means
- Flows (sunset, win-back, post-pause, reward delivery)
- Topic and frequency exclusion segments
- Primary page published and quick actions
**Best for**: Teams with Klaviyo connected who want a guided checklist beyond page analytics
---
### 🎯 [Churn intelligence](./churn-intelligence.md)
Use Last Chance + Klaviyo data to spot at-risk subscribers, sync profile properties, and create **segments** and **draft flows** for retention campaigns.
- Scheduled and manual profile sync
- Pre-built segment definitions (with Klaviyo engagement where used)
- Starter flows you finish in Klaviyo
**Best for**: Paid teams with Klaviyo (and ideally Shopify) who want actionable churn segments without building definitions from scratch
---
### 👥 [Team Management](./team-management.md)
Collaborate with your team effectively:
- Understanding Admin and Member roles
- Inviting team members
- Managing pending invitations
- Removing team members
- Security best practices
**Best for**: Admins managing team access and collaboration
---
### 💳 [Billing & Account](./billing-account.md)
Manage your subscription and account:
- Understanding pricing tiers
- Managing your subscription
- Handling tier changes
- Using the billing portal
- FAQ and troubleshooting
**Best for**: Admins managing billing and subscription
---
### 🌐 [Branded Unsubscribe Subdomain](./branded-unsubscribe-subdomain.md)
Serve your public unsubscribe page on a dedicated subdomain with clean URLs:
- Choosing a slug on the Account page (Scale plan and above; custom domain on Advanced+)
- How Klaviyo hosted page and preview use your branded URL
- Clean `/unsub` addresses without `email` or `teamId` after validation
- Security recommendation (Klaviyo ID validation)
- Local testing with `*.localhost` and troubleshooting
**Best for**: Paid teams that want branded unsubscribe links and a cleaner subscriber URL
---
### ⚙️ [Klaviyo Unsubscribe Hosted Page Setup](./klaviyo-hosted-page-setup.md)
Complete guide to setting up Klaviyo **unsubscribe** hosted pages:
- Understanding how unsubscribe hosted pages work
- Step-by-step setup process
- How the redirect flow works
- Troubleshooting common issues
- Reverting to default behavior
**Best for**: Users setting up automatic unsubscribe redirects from Klaviyo
---
### 📧 [Klaviyo unsubscribe and preference links in emails](./klaviyo-email-links-and-consent-pages.md)
How to add **unsubscribe** and **manage preferences** links in Klaviyo templates (`{% unsubscribe %}`, `{% unsubscribe_link %}`, `{% manage_preferences %}`, `{% manage_preferences_link %}`), how that ties to **consent pages** and your Last Chance **hosted pages**, plus links to Klaviyo Help Center articles.
**Best for**: Anyone wiring Last Chance who needs correct tags in campaigns and flows
---
### ⚙️ [Klaviyo Preference Center Setup](./klaviyo-preference-center-setup.md)
Recommended second hosted page so **manage preferences** links open your Last Chance **preferences** screen (`data-entry="preferences"`) for full email coverage.
**Best for**: Teams that want preference-center traffic in Last Chance as well as unsubscribes
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### 📧 [User Preferences](./user-preferences.md)
Complete guide to the email preferences feature:
- How subscribers customize their email experience
- Setting up frequency and topic options
- Configuring preferences pages
- Analytics and tracking
- Best practices for implementation
**Best for**: Users wanting to offer subscribers more control over their email experience
---
## Articles and strategy guides
Longer reads on the marketing site: [yourlastchance.app/articles](https://www.yourlastchance.app/articles)
- [Email unsubscribe rate benchmarks](https://www.yourlastchance.app/articles/email-unsubscribe-rate-benchmarks) — **unsubscribe rate** and **average unsubscribe rate** in context
- [Pause subscription vs unsubscribe](https://www.yourlastchance.app/articles/pause-subscription-vs-unsubscribe) — **pause subscription** and list health
- [Klaviyo unsubscribe link guide](https://www.yourlastchance.app/articles/klaviyo-unsubscribe-link-guide) — **Klaviyo unsubscribe link** flow and Last Chance
Use these alongside the Klaviyo setup guides ([hosted page](./klaviyo-hosted-page-setup.md), [email links](./klaviyo-email-links-and-consent-pages.md), [preference center](./klaviyo-preference-center-setup.md)).
---
### ⚙️ [Settings](./settings.md)
Comprehensive guide to all settings pages:
- User Preferences settings (frequency, topics, pause durations)
- Team Pause Settings configuration
- Reward Delivery settings
- Discount Codes management
- Email Provider settings
- System Segments management
**Best for**: Admins configuring account settings and preferences
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### 🔑 [API Keys](./api-keys.md)
Authenticate scripts and automation with team API keys:
- Creating and revoking keys in Account Settings
- Scopes (`pages:read`, `pages:write`, `pages:publish`, `pages:ai`, `team:read`, `analytics:summary:read`, `analytics:attribution:read`)
- Example `curl` requests for pages, team context, and Klaviyo lists
- Delete confirmation, errors, and security best practices
**Best for**: Admins wiring CI or automation against Last Chance APIs
---
## Quick Start Checklist
New to Last Chance? Here's the fastest path to your first live unsubscribe page:
- [ ] **Sign up** and complete the initial setup wizard
- [ ] **Connect Klaviyo** to sync your subscriber data
- [ ] **Create a page** from the Unsubscribe Pages section
- [ ] **Customize** using the visual editor or settings panel
- [ ] **Add a discount code** (optional but recommended)
- [ ] **Publish** your page to make it live
- [ ] **Set up Klaviyo unsubscribe hosted page** to automatically redirect to your new page
- [ ] **Monitor analytics** to track your retention rate
## Feature Highlights
### Visual Page Editor
Build stunning unsubscribe pages without coding:
- Drag-and-drop components
- Custom CSS support
- Responsive design preview
- Real-time preview
### Smart Integrations
Connect with your existing tools:
- **Klaviyo** - Unsubscribe hosted page setup and subscriber syncing
- **Discount codes** - Create and display offers to retain subscribers
- **Analytics** - Track every interaction and reason
### Subscriber Options
Give subscribers choices beyond unsubscribe:
- **Stay Subscribed** - Quick confirmation to remain on the list
- **Manage Preferences** - Customize email frequency and topics
- **Pause Emails** - Temporarily stop emails for 1 week to 3 months
- **Unsubscribe** - Clean exit with optional feedback
### Team Collaboration
Work together effectively:
- Unlimited team members on all plans
- Role-based access control
- Shared pages and analytics
---
## Getting Help
### Self-Service Resources
- **This documentation** - Comprehensive guides for all features
- **In-app help** - Tooltips and contextual guidance
- **Setup checklist** - Track your progress in the page editor
### Contact Support
- **Email**: support@yourlastchance.app
### Common Issues
| Issue | Solution |
| --------------------- | ------------------------------------------------------ |
| Can't connect Klaviyo | Re-authorize from Settings → Email Providers |
| Page not showing | Verify page is published and links are updated |
| Discount not working | Create matching code in your e-commerce platform |
| Analytics empty | Allow time for events; check page is receiving traffic |
---
## What's New
Stay updated with the latest features and improvements:
- **User Preferences** - Let subscribers customize email frequency and topics
- **Settings Pages** - Comprehensive configuration for preferences, pause settings, and more
- **Visual Editor** - New GrapesJS-powered drag-and-drop editor
- **Pause Options** - Let subscribers take a break instead of leaving
- **Enhanced Analytics** - Filter by campaign, flow, and more
- **Billing** - Automatic tier management based on profile count
---
## Feedback
We're always improving! Send feedback to feedback@lastchanceemail.com or use the in-app feedback option.
---
**Ready to get started?** → [Getting Started Guide](./getting-started.md)
---
# Getting Started with Last Chance
Welcome to Last Chance! This guide will walk you through setting up your first unsubscribe page, customizing it to match your brand, and integrating it with your email marketing platform.
## Overview
Last Chance helps you reduce unsubscribes by creating beautiful, customizable unsubscribe pages that give your subscribers options beyond just "goodbye." You can offer pause options, discount codes, and gather feedback—all while maintaining brand consistency.
## Prerequisites
Before you begin, you'll need:
- A Klaviyo account with API access
- Your email templates in Klaviyo (flows, campaigns, or universal content)
- (Optional) A discount code to offer subscribers who stay
---
## Step 1: Initial Setup Wizard
When you first log in, you'll be greeted by the **Initial Setup Wizard**. This guides you through connecting your essential integrations.
### Connect Klaviyo
1. Click **Get Started** to begin the setup process
2. On the Klaviyo connection step, click **Connect Klaviyo**
3. You'll be redirected to Klaviyo to authorize the connection
4. Grant Last Chance permission to access your account
5. After authorization, you'll be redirected back to Last Chance
> **Why Klaviyo?** Last Chance integrates directly with Klaviyo to:
>
> - Manage subscription status changes
> - Track profile data
> - Set up Klaviyo unsubscribe hosted page for automatic redirects
> - Sync your subscriber count for billing
### Skip or Complete Later
If you're not ready to connect integrations, you can:
- Click **Skip** to move to the next step
- Click **Skip Setup** to skip the wizard entirely
You can always complete setup later from **Settings → Email Providers**.
---
## Step 2: Create Your First Unsubscribe Page
Once setup is complete, you're ready to create your first unsubscribe page.
### Navigate to Unsubscribe Pages
1. From the dashboard, click **Unsubscribe Pages** in the left sidebar
2. Click **Create New Page**
3. Give your page a name (e.g., "Main Unsubscribe Page")
### Understanding the Editor
The page editor has three main areas:
| Area | Purpose |
| -------------------- | ------------------------------------------------------- |
| **Preview Panel** | See your page as subscribers will see it |
| **Settings Sidebar** | Configure colors, fonts, discount codes, and more |
| **Visual Editor** | Edit HTML/CSS directly with the GrapesJS WYSIWYG editor |
### Editor Modes
You can switch between different editing modes:
1. **Settings Mode** - Configure theme colors, fonts, discount codes, and integration settings
2. **Edit Page Mode** - Use the visual drag-and-drop editor to modify page layout and content
3. **AI Assistant** - Use natural language to describe changes you want to make (e.g., "Make the button blue" or "Add more spacing")
---
## Step 3: Customize Your Page
### Using the Settings Sidebar
The Settings sidebar lets you customize:
#### Theme Configuration
- **Primary Color** - Main accent color for buttons and highlights
- **Secondary Color** - Supporting color for backgrounds and borders
- **Font Family** - Choose from available web fonts
- **Shop URL** - Link to your store for "Shop Instead" buttons
#### Page Content
Switch between different page states to customize:
- **Initial Page** - What subscribers see first
- **Stay Subscribed** - Confirmation when they choose to stay
- **Unsubscribed** - Confirmation when they unsubscribe
- **Paused** - Confirmation when they pause emails
#### Segment experiences and smart offers
In **Settings** mode, you can go beyond a single layout for everyone:
1. **Segment experience** — Create one or more named experiences, each identified by a stable **key** (lowercase slug: letters, numbers, underscores). An optional **display label** (for example, “VIP subscribers”) is shown in the editor and in analytics pickers; the key is what rules and APIs use.
2. **Editing as** — Use the **Editing as** dropdown to choose **Default (canonical)** or a named experience. While a named experience is selected, changes to HTML (and optional per-screen visibility) are saved as **sparse overrides** for that key only—the default flow stays unchanged unless you edit it under Default. **Copy default → this screen** or **Copy default → all screens** seeds overrides from the canonical page; **Clear override (this screen)** removes the patch for the current screen. **Remove experience** deletes that key and its overrides.
3. **Preview** — The preview shows the **merged** result (default HTML + overrides for the selected experience). The preview toolbar can switch segment experience the same way as **Editing as** in the sidebar, so you can QA each variant without publishing.
4. **Smart offers** — Open the **Smart offers** section to define rules evaluated on the **live** unsubscribe URL (after any A/B test assignment). **First matching rule wins.** Each rule can include:
- **Conditions** — All conditions on a rule must pass. You can combine fields such as page visits, times retained, order count, CLV, AOV, orders and revenue in the last 90 days, days since last order, pause state, and last action type. Context comes from Last Chance analytics and **Shopify orders synced to Last Chance** (not the Klaviyo API on each page load). If Shopify is not connected, order-based conditions will not behave usefully until you connect the app and orders are synced; behavior-only fields still work.
- **Outcome** — Choose **Default (no override)** or one of your **segment experience** keys so subscribers who match the rule see that experience’s HTML overrides.
You must **add at least one segment experience** (override key) before you can assign outcomes in smart-offer rules. When you save or publish, the app validates that every outcome key exists in your segment experiences.
5. **Analytics** — To report on which experience subscribers **first landed in** during a date range, use **Analytics** → **Segment experience** (and optionally **Smart offer rule ID** under Advanced filters). See the [Analytics guide](./analytics.md#segment-experience-smart-offers).
**Preview and drafts** do not write production “page visit” analytics; only traffic on the public unsubscribe URL does. That keeps editor and email preview traffic out of retention metrics.
### Using the Visual Editor
For more control over your page design:
1. Click **Edit Page** in the header
2. The GrapesJS visual editor opens
3. Drag components from the left panel
4. Click elements to edit their content
5. Use the style panel to adjust CSS properties
6. Click **Save** when done (or press `Ctrl+S`)
### Available Components
The visual editor includes custom components designed for unsubscribe pages:
| Component | Description |
| --------------------------- | ---------------------------------------- |
| **Stay Subscribed Button** | Keeps the subscriber on your list |
| **Unsubscribe Button** | Processes the unsubscribe request |
| **Pause Emails Button** | Opens pause duration options |
| **Pause Modal** | Modal for selecting pause duration |
| **Unsubscribe Reason Form** | Collects feedback on why they're leaving |
| **Paused Until Display** | Shows when emails will resume |
### Direct HTML/CSS Editing
For advanced customization:
1. In the Settings sidebar, navigate to the **HTML/CSS** tab
2. Edit the raw HTML and CSS directly
3. Use template variables like `{{discount_code}}` for dynamic content
4. Click **Save as new Draft** to preserve your changes
---
## Step 4: Create a Discount Code
Offering a discount can significantly increase subscriber retention. Last Chance makes it easy to create and display discount codes.
### Creating a Discount Code in Last Chance
1. In the page editor, open the **Settings** sidebar
2. Scroll to **Discount Code** section
3. Click **Create New Discount**
Fill in the discount details:
| Field | Description |
| -------------------- | ----------------------------------------------------------------------- |
| **Title** | Internal name for the discount |
| **Discount Code** | The code subscribers will enter (or click "Generate" for a unique code) |
| **Source** | Where to store the code (Local Database) |
| **Discount Type** | Percentage or Fixed Amount |
| **Discount Value** | The discount amount (e.g., 20 for 20% off) |
| **Start Date** | When the discount becomes active |
| **Limit to one use** | Whether each customer can only use it once |
4. Click **Create Discount**
5. The discount will automatically be linked to your page
### Important: Mirror the Discount in Your E-commerce Platform
> ⚠️ **Critical Step**: For the discount to work at checkout, you must create a matching discount code in your e-commerce platform (Shopify, WooCommerce, etc.) with the exact same code.
In your e-commerce platform:
1. Navigate to your discount codes section
2. Create a new discount with the **exact same code** you created in Last Chance
3. Configure the same discount type and value
4. Set any additional restrictions (minimum purchase, product exclusions, etc.)
### Displaying the Discount
The discount code will automatically appear on your unsubscribe page using the `{{discount_code}}` template variable. You can customize how it's displayed in the visual editor.
---
## Step 5: Publish Your Page
Once you're happy with your page, it's time to publish it.
### Save Your Changes
1. If you have unsaved changes, click **Save as new Draft**
2. Your changes are saved as a new version
### Publish the Version
1. Click the **Publish Version** button in the header
2. The page status changes from "Draft" to "Live"
3. Your page is now visible to subscribers
### Version History
Every time you save, a new version is created. You can:
- View all versions from the **More Options (⋮) → Versions** menu
- Preview any previous version
- Revert to a previous version if needed
---
## Step 6: Set Up Klaviyo Unsubscribe Hosted Page
The final step is to configure a Klaviyo **unsubscribe** hosted page that redirects unsubscribes to your Last Chance page.
### Quick Setup
1. Navigate to **Settings → Email Providers → Klaviyo → Unsubscribe Hosted Page Setup** in your dashboard
2. Follow the interactive step-by-step guide to complete the setup
3. The guide provides personalized HTML code with your unique team ID (requires authentication)
> 📖 **For detailed instructions and troubleshooting**, see the [Klaviyo Unsubscribe Hosted Page Setup Guide](./klaviyo-hosted-page-setup.md)
>
> **Email templates:** Use Klaviyo’s unsubscribe tag (or personalization menu) in campaigns and flows so clicks use your consent / hosted page flow. Step-by-step for tags and preference links: [Klaviyo unsubscribe and preference links in emails](./klaviyo-email-links-and-consent-pages.md).
### Overview
The Klaviyo **unsubscribe** hosted page setup allows you to:
- Automatically redirect all unsubscribe requests to your Last Chance page
- Pass through all tracking parameters (email, Klaviyo ID, campaign ID, flow ID, etc.)
- Avoid updating individual unsubscribe links in email templates
The setup guide in your dashboard includes:
- Step-by-step instructions with screenshots
- Personalized HTML code (with your team ID)
- Copy-to-clipboard functionality for easy setup
---
## Step 7 (Recommended): Klaviyo preference center hosted page
We recommend that subscribers who click **manage preferences** in Klaviyo land on your Last Chance **preferences** screen (not only the main unsubscribe entry). Add a **second** hosted page that uses the same script with `data-entry="preferences"`, then assign it in Klaviyo’s consent settings for the preference-center flow.
See the [Klaviyo Preference Center Setup Guide](./klaviyo-preference-center-setup.md) for full steps. Your dashboard (**Settings → Email Providers → Klaviyo**) includes a second HTML snippet and setup notes. Add **manage preferences** links in templates as described in [Klaviyo unsubscribe and preference links in emails](./klaviyo-email-links-and-consent-pages.md).
---
## Setup Checklist
Use the built-in checklist to track your progress:
| Step | Description | Status |
| ------------------------------------------ | ------------------------------------------------------------------------------ | ------ |
| **Customize Page** | Design and customize your unsubscribe page | ☐ |
| **Add Discount Code** | Set up a discount code to encourage subscribers to stay | ☐ |
| **Publish Page** | Make your page live and visible to subscribers | ☐ |
| **Set Up Klaviyo Unsubscribe Hosted Page** | Configure Klaviyo unsubscribe hosted page to redirect to your Last Chance page | ☐ |
| **Preference center (recommended)** | Second hosted page for manage-preferences → Last Chance preferences | ☐ |
Access the checklist by clicking on the **Setup Progress** badge in the page editor header.
---
## Next Steps
Congratulations! You've successfully set up your first Last Chance unsubscribe page. Here's what to do next:
1. **Monitor Analytics** - Track how subscribers interact with your page → [Analytics Guide](./analytics.md)
2. **Invite Team Members** - Collaborate with your team → [Team Management Guide](./team-management.md)
3. **Manage Billing** - Understand your subscription and billing → [Billing & Account Guide](./billing-account.md)
4. **Optional: Branded subdomain** - Platform subdomain on Scale+; custom domain on Advanced+ → [Branded Unsubscribe Subdomain Guide](./branded-unsubscribe-subdomain.md)
---
## Troubleshooting
### Page Not Showing for Subscribers
- Ensure your page is **Published** (not Draft)
- Verify the Klaviyo unsubscribe hosted page is configured correctly
- Check that your Klaviyo integration is connected
### Discount Code Not Working
- Confirm you created a matching code in your e-commerce platform
- Verify the code is active and hasn't expired
- Check for any restrictions that might prevent use
### Klaviyo Unsubscribe Hosted Page Not Working
- Verify the unsubscribe hosted page HTML code was copied correctly
- Ensure the unsubscribe hosted page is set as the default unsubscribe page in Klaviyo settings
- Check that your Last Chance page is published and active
For additional help, contact support at support@yourlastchance.app.
---
# Subscriber Experience
This guide explains what your subscribers see when they click the unsubscribe link in your emails. Understanding the subscriber experience helps you design effective unsubscribe pages that maximize retention.
## Overview
When subscribers click the unsubscribe link in your emails, they're taken to a Last Chance unsubscribe page instead of being immediately removed from your list. This page gives them options beyond just "goodbye," helping you retain more subscribers while respecting their preferences.
## The Unsubscribe Journey
The subscriber experience follows a simple flow:
1. **Initial Page** - Subscriber arrives and sees options
2. **Action Taken** - Subscriber chooses to stay, unsubscribe, pause, or manage preferences
3. **Confirmation** - Subscriber sees a confirmation page based on their choice
## Which page do subscribers land on first?
Not every visit starts on the **Initial** page. Last Chance picks the first screen based on the subscriber's **current status in Klaviyo** (and any recent actions they took on your Last Chance page):
| First screen | When subscribers see it |
| ---------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- |
| **Initial** | They are still subscribed to your list / email marketing in Klaviyo, and have not recently unsubscribed via your Last Chance page |
| **Unsubscribed** | They already unsubscribed—either on a previous Last Chance visit, via Klaviyo's one-click unsubscribe in an email, or another change in Klaviyo |
| **Paused** | They previously chose **Pause emails** and the pause period has not expired |
**Examples:**
- A subscriber clicks **Unsubscribe** in your email footer, completes unsubscribe on Last Chance, then clicks the footer link again later → they land on **Unsubscribed** (not Initial).
- A subscriber uses Klaviyo's **quick unsubscribe** in an email (without visiting Last Chance), then later clicks your footer link → they land on **Unsubscribed** so you do not offer retention options to someone who already left.
- A subscriber unsubscribes on Last Chance, then an admin **resubscribes** them in Klaviyo, then they click the footer link again → they land on **Initial** again.
After someone takes an action on Last Chance (stay, unsubscribe, resubscribe, pause, etc.), Last Chance trusts that choice for about **15 minutes** without re-checking Klaviyo, so the confirmation screen stays stable during the same visit.
If a subscriber is paused, **Paused** always takes priority over subscribed/unsubscribed.
---
## Initial Page
When a subscriber first arrives at your unsubscribe page, they see the **Initial** state:
### What Subscribers See
- **Headline** - Your custom message (e.g., "Wait, stay with us!")
- **Description** - Brief explanation of what they'll get by staying
- **Action Buttons** - Four main options:
- **Stay Subscribed** (or "Get My Reward") - Keeps them on your list
- **Manage Email Preferences** - Customize email frequency and topics
- **Pause Emails** - Temporarily stops emails
- **Unsubscribe** - Removes them from your list
### Design Elements
- **Brand Colors** - Matches your brand identity
- **Custom Messaging** - Personalized copy that resonates with your audience
- **Discount Offers** - Special incentives to encourage staying
- **Professional Design** - Builds trust and credibility
### Personalized experiences (smart offers)
If you configure **segment experiences** and **smart-offer rules** in the page editor, Last Chance evaluates rules when each subscriber loads the live page (using your published HTML plus Last Chance and Shopify-backed context). The **first rule that matches** determines whether they see the **default** page or a **named experience**—HTML overrides you attached to that experience key for Initial and follow-on screens. Subscribers who do not match any rule see the canonical default flow.
For how to set up keys, overrides, and rules in the dashboard, see [Getting Started — Segment experiences and smart offers](./getting-started.md#segment-experiences-and-smart-offers). For analytics by first landing experience, see [Analytics — Segment experience](./analytics.md#segment-experience-smart-offers).
---
## Stayed Subscribed
When a subscriber clicks "Stay Subscribed" or "Get My Reward," they see a confirmation page:
### What Happens
- Subscriber remains on your email list
- They receive an exclusive discount code (if configured)
- They see a "Shop Now" button to visit your store
- The discount code is automatically applied to the shop URL
### Key Features
- **Discount Code Display** - Prominently shows the code they can use
- **Copy Button** - Easy way to copy the code to clipboard
- **Validity Period** - Shows how long the discount is valid
- **Call-to-Action** - Direct link to shop with discount applied
This page turns a potential unsubscribe into a conversion opportunity.
---
## Unsubscribed
If a subscriber chooses to unsubscribe, they see a confirmation page with an optional feedback form:
### What Happens
- Subscriber is removed from your email list
- They see a friendly confirmation message
- They can optionally provide feedback on why they're leaving
- They have the option to resubscribe immediately
### Feedback Collection
The unsubscribe page includes a feedback form with common reasons:
- Too many emails
- Emails not relevant to me
- I never signed up
- I prefer other channels
- Content quality issues
- Other (with free-text input)
This feedback helps you:
- Understand why subscribers are leaving
- Improve your email strategy
- Reduce future unsubscribes
### Resubscribe Option
Even after unsubscribing, subscribers can immediately resubscribe using the "Subscribe Again" button, making it easy for them to change their mind.
---
## Manage Email Preferences
When a subscriber clicks "Manage Email Preferences," they're taken to a preferences page where they can customize their email experience.
### What Subscribers See
- **Frequency Selection** - Radio buttons to choose email frequency:
- Weekly
- Monthly
- Quarterly
- (Customizable options based on your settings)
- **Topic Selection** - Choose which email types they want. Depending on your page settings, subscribers see either:
- **Multiple topics (checkboxes)** — select any combination of topics (default)
- **Single topic (radio buttons)** — pick exactly one topic
- Common options include Promotions & Sales, New Products, Newsletters, Educational Content, and Events & Launches (customizable in your settings)
- **Save Buttons** - Separate buttons to save frequency and topics
- **Success Messages** - Confirmation when preferences are saved
### What Happens
- Subscriber remains on your email list
- Their Klaviyo profile is updated with their preferences
- They can update preferences anytime by returning to the page
- Their preferences are remembered for future visits
### Benefits of Preferences
- **Better Engagement** - Subscribers receive emails they actually want
- **Higher Retention** - Customization reduces unsubscribe rates
- **Respectful** - Shows you care about their inbox preferences
- **Flexible** - Subscribers can change preferences anytime
This option is ideal for subscribers who want to stay but want more control over their email experience.
---
## Paused Emails
When a subscriber chooses to pause emails, they see a confirmation page:
### What Happens
- Emails are paused for a specified duration (e.g., 1 month, 3 months)
- Subscriber remains on your list but won't receive emails during the pause period
- They see when emails will automatically resume
- They can resume emails early if they want
### Benefits of Pausing
- **Better than Unsubscribing** - Keeps the subscriber on your list
- **Respects Preferences** - Shows you care about their inbox
- **Automatic Resume** - No action needed when the pause period ends
- **Flexible** - Subscriber can resume anytime
This option is particularly valuable for subscribers who feel overwhelmed but don't want to leave permanently.
---
## Resubscribed
If a previously unsubscribed subscriber chooses to resubscribe, they see a welcome back page:
### What Happens
- Subscriber is added back to your email list
- They see a welcoming message
- They can continue shopping with any available discounts
### Second Chances
The resubscribe option gives you the opportunity to:
- Win back subscribers who changed their mind
- Show appreciation for their return
- Continue the relationship
---
## Key Features for Subscribers
### Mobile-Friendly Design
All unsubscribe pages are fully responsive and work seamlessly on:
- Desktop computers
- Tablets
- Mobile phones
### Fast Loading
Pages load quickly to provide a smooth experience, even on slower connections.
### Secure and Trustworthy
- HTTPS encryption
- Clear branding
- Professional appearance
- Privacy-respecting design
### Accessible
Pages are designed to be accessible to all users, including those using screen readers and other assistive technologies.
---
## Customization Options
As a Last Chance customer, you own and are responsible for everything on your unsubscribe page. You can customize:
- **Colors** - Match your brand colors
- **Fonts** - Use your brand typography
- **Messaging** - Write custom copy for each state
- **Discount Codes** - Set up exclusive offers
- **Page Layout** - Design the layout that works best for your audience
Templates provide a starting point; the final content, wording, and design are yours. Ensure your published page always includes a clear, obvious way for subscribers to unsubscribe (for example, a visible "Unsubscribe" button or link).
See the [Getting Started Guide](./getting-started.md) for details on customizing your unsubscribe pages.
---
## Best Practices
### Clear Messaging
- Use friendly, conversational language
- Explain the value of staying subscribed
- Make it easy to understand the options
### Compelling Offers
- Offer meaningful discounts (15-25% off works well)
- Make the offer exclusive to unsubscribe page visitors
- Show the discount code prominently
### Respectful Design
- Don't use dark patterns or tricks
- **Provide a clear, obvious way to unsubscribe** — Subscribers must be able to find and use an unsubscribe option without confusion. Make it easy to unsubscribe if they want to.
- Provide clear feedback on what each action does
### Accurate consent language
You control all wording on your unsubscribe page—headlines, button labels, and confirmation messages. Make sure that copy **accurately reflects what will happen** in your email platform (e.g. Klaviyo):
- **Unsubscribe** — Removes the subscriber from your list(s), or globally if no lists are linked. They will not receive marketing emails until they resubscribe.
- **Pause emails** — Stops marketing emails until the date they chose (or until they click to resume). They remain on your list.
- **Manage preferences** — Saves their frequency and topic choices; those preferences can be used in your email platform for segmentation and targeting.
Clear, accurate language builds trust and ensures subscribers aren’t surprised by what happens after they click. Choices on this page apply **only to your brand** and the lists or channels you’ve connected—they are not shared with or applied to other companies.
### Test Different Approaches
- Try different headlines and copy
- Test different discount amounts
- Use A/B testing to find what works best
See the [A/B Testing Guide](./ab-testing.md) for more on testing your pages.
---
## Understanding the Impact
### Retention Rate
The retention rate shows what percentage of visitors choose to stay subscribed rather than unsubscribe. A good retention rate is typically:
- **20%+** - Good
- **40%+** - Great
- **60%+** - Excellent
### Conversion Opportunities
Even subscribers who unsubscribe can still:
- Provide valuable feedback
- Resubscribe later
- Visit your shop with a discount
### Customer Relationships
The unsubscribe page is often the last interaction you have with a subscriber. Making it positive and respectful:
- Maintains brand reputation
- Leaves the door open for future engagement
- Shows you value their preferences
---
## Next Steps
- [Getting Started Guide](./getting-started.md) - Set up your first unsubscribe page
- [User Preferences Guide](./user-preferences.md) - Learn about the preferences feature
- [Analytics Guide](./analytics.md) - Track how subscribers interact with your pages
- [A/B Testing Guide](./ab-testing.md) - Optimize your pages for better retention
---
# User Preferences Feature
## Overview
The User Preferences feature allows subscribers to customize their email experience directly from your unsubscribe page. Instead of unsubscribing, subscribers can:
- **Adjust email frequency** - Choose how often they receive emails (weekly, monthly, etc.)
- **Select email topics** - Choose which types of emails they want to receive (one or many, depending on your page setting)
- **Stay subscribed** - Remain on your list with their preferred settings
This feature helps you retain more subscribers by giving them control over their email experience.
## How It Works
### Subscriber Experience
1. **Initial Page** - When a subscriber clicks unsubscribe, they see your initial page with options
2. **Preferences Page** - If they click "Manage Email Preferences", they're taken to a preferences page
3. **Customization** - They can:
- Select their preferred email frequency (e.g., weekly, monthly)
- Choose which email topics they want (e.g., promotions, newsletters, updates)—one or multiple, depending on your page's topic selection mode
- Save their preferences
4. **Confirmation** - After saving, they see a success message and remain subscribed
### Behind the Scenes
When preferences are saved:
1. **Klaviyo Profile Updated** - The subscriber's Klaviyo profile is updated with:
- `email_frequency` - Their selected frequency
- `email_topics` - Comma-separated list of selected topics
- `stay_subscribed` - Set to `true`
2. **Database Storage** - Preferences are stored in the database for:
- Analytics tracking
- Pre-filling preferences on future visits
- Reporting and insights
3. **Analytics Events** - Separate events are tracked depending on how preferences were saved:
- `ACTION_SAVED_FREQUENCY` / `ACTION_SAVED_TOPICS` - When saved on the unsubscribe page
- `ACTION_ONE_CLICK_SAVED_FREQUENCY` / `ACTION_ONE_CLICK_SAVED_TOPICS` - When saved via a one-click link from an email
## Setting Up Preferences
### 1. Configure Frequency Options
Go to **Settings → User Preferences → Frequencies tab**:
- Add or edit frequency options (e.g., "Weekly", "Monthly", "Quarterly")
- Set the number of days for each frequency
- Reorder options by dragging
- Enable/disable specific options
### 2. Configure Topic Options
Go to **Settings → User Preferences → Topics tab**:
- Add or edit topic options (e.g., "Promotions", "Newsletters", "Product Updates")
- Customize labels for each topic
- Reorder options by dragging
- Enable/disable specific options
### 3. Create Topic Exclusion Segments (Klaviyo)
In the Topics tab, scroll to the **Segments** section. Create topic exclusion segments for each topic. These segments contain subscribers who have opted out of that topic. In Klaviyo campaigns and flows:
- **Send to:** Use any main segment (e.g., "All Subscribers", "Newsletter List")
- **Don't send to:** Add the **matching** topic exclusion segment—the one that corresponds to the type of email you're sending (e.g., for a newsletter campaign, add `LC - Exclude Topic: Newsletters`; for a sales campaign, add `LC - Exclude Topic: Sales & Discounts`)
This lets you use your existing segments while respecting subscriber topic preferences.
### 4. Create Frequency Exclusion Segments (Klaviyo)
In the Frequencies tab, scroll to the **Segments** section. Create frequency exclusion segments for each frequency. These segments contain subscribers who chose a less-frequent option. In Klaviyo campaigns and flows:
- **Send to:** Use any main segment
- **Don't send to:** Add **every** LC - Exclude Frequency segment (e.g., `LC - Exclude Frequency: Weekly`, `LC - Exclude Frequency: Monthly`, etc.)—you need all of them to enforce frequency limits across your audience
### 5. Add Preferences Page to Your Unsubscribe Page
In your unsubscribe page editor:
1. Add a "Manage Email Preferences" button with `data-action="go-to-preferences"`
2. Create a preferences page using the template variables:
- Use `{{preferencesFrequencies}}` to automatically generate frequency selection options
- Use `{{preferencesTopics}}` to automatically generate topic selection options
- Add save buttons with `data-action="save-frequency"` and `data-action="save-topics"`
#### Topic selection mode (per page)
In the page editor, open **Settings → Subscriber preferences → Topic selection**:
- **Multiple topics (checkboxes)** — default; subscribers can select any combination of topics
- **Single topic (radio buttons)** — subscribers pick exactly one topic
Topic options themselves are still configured team-wide under **Settings → User preferences → Topics**. The page setting only controls whether subscribers can pick one or many.
When single-topic mode is enabled, headings and button labels on the preferences page use singular copy (e.g., "Email Topic", "Save Topic") automatically.
**Example preferences page HTML:**
```html
Email Frequency
How often would you like to hear from us?
{{preferencesFrequencies}}
Email Topics
What would you like to hear about?
{{preferencesTopics}}
```
The template variables automatically generate the correct HTML form elements based on your configuration:
- **Frequency** — radio buttons from your team-wide frequency configs
- **Topics** — checkboxes when the page uses multiple-topic mode (default), or radio buttons when the page uses single-topic mode
This ensures consistency and makes it easy to update options across all pages. In single-topic mode, section titles and save button labels may use singular copy automatically.
> **Note:** For advanced use cases where you want custom options that differ from your team-wide settings, you can manually create form elements with `name="emailFrequency"` and `name="emailTopics"`, but this is generally not recommended as it won't sync with your team configuration.
### 6. Use Preferences Components
The page editor includes built-in components:
- **Frequency Options** - Pre-built frequency selection component (uses `{{preferencesFrequencies}}`)
- **Topic Options** - Pre-built topic selection component (uses `{{preferencesTopics}}`)
- **Preferences Frequencies** - Full preferences page with frequency options
- **Preferences Topics** - Full preferences page with topic options
## Template Variables
When building custom preferences pages, use these template variables:
### Frequency Variables
- `{{preferencesFrequencies}}` - Automatically generates HTML for frequency selection (radio buttons) based on your team's frequency configs
- The generated HTML includes proper form structure with `name="emailFrequency"` attributes
- Options are automatically pulled from your team-wide frequency configuration
### Topic Variables
- `{{preferencesTopics}}` - Automatically generates HTML for topic selection based on your team's topic configs and the page's topic selection mode
- **Multiple topics** (default): checkboxes (`name="emailTopics"`)
- **Single topic**: radio buttons (`name="emailTopics"`)
- Options are automatically pulled from your team-wide topic configuration
### Other Variables
- `{{selectedFrequency}}` - Currently selected frequency (if user has saved preferences) - used by `PreferencesInitializer` component
- `{{selectedTopics}}` - Array of currently selected topics (if user has saved preferences) - used by `PreferencesInitializer` component
## Best Practices
### 1. Make Preferences Easy to Find
- Place the "Manage Email Preferences" button prominently on your initial page
- Use clear, action-oriented text like "Manage Email Preferences" or "Customize My Emails"
### 2. Keep Options Simple
- Limit frequency options to 3-5 choices
- Limit topic options to 5-7 choices
- Use clear, descriptive labels
### 3. Provide Defaults
- Pre-select the most common frequency option
- **Multiple topics:** pre-select all topics by default (users can uncheck what they don't want)
- **Single topic:** pre-select the first topic by default
### 4. Choose single vs. multiple topics
- Use **multiple topics** when subscribers may want several content types (e.g., promotions + newsletters)
- Use **single topic** when categories are mutually exclusive or you want a clear primary preference (e.g., "Which line of business do you care about?")
### 5. Show Success Feedback
- Display a clear success message after saving
- Confirm what was saved (e.g., "Your preferences have been saved!")
### 6. Allow Partial Updates
- Users can save frequency and topics separately
- Don't require both to be set at once
## Troubleshooting
### Preferences Not Saving
- Check that the save button has the correct `data-action` attribute
- Verify the API endpoint is accessible
- Check browser console for errors
### Preferences Not Showing
- Ensure preferences page is included in your unsubscribe page
- Verify the `PreferencesInitializer` component is included
- Check that saved preferences exist in the database
### Klaviyo Profile Not Updating
- Verify Klaviyo integration is connected
- Check that the subscriber's profile exists in Klaviyo
- Review Klaviyo API logs for errors
## Related Features
- [Analytics](./analytics.md) - Track preferences-related events
- [Subscriber Experience](./subscriber-experience.md) - Understand the full subscriber journey
- [Getting Started](./getting-started.md) - Initial setup guide
---
# Settings Guide
## Overview
The Settings section provides comprehensive configuration options for your Last Chance account. This guide covers all available settings pages and their configurations.
## Settings Pages
### User Preferences
Configure how subscribers can customize their email experience.
#### Frequency Configs
Manage email frequency options that subscribers can choose from.
**Location:** Settings → User Preferences → Frequencies tab
**Features:**
- Add/edit/delete frequency options
- Set number of days for each frequency
- Reorder options by dragging
- Enable/disable specific options
- Initialize default options
**Default Options:**
- Weekly (7 days)
- Monthly (30 days)
**Usage:**
Frequency configs are used in the preferences page to let subscribers choose how often they want to receive emails. These values are stored in Klaviyo as the `email_frequency` profile property.
#### Topic Configs
Manage email topic options that subscribers can choose from.
**Location:** Settings → User Preferences → Topics tab
**Features:**
- Add/edit/delete topic options
- Customize labels for each topic
- Reorder options by dragging
- Enable/disable specific options
- Initialize default options
**Default Options:**
- Promotions
- Newsletters
- Product Updates
- Education
- Events
**Usage:**
Topic configs are used in the preferences page to let subscribers choose which types of emails they want to receive. These values are stored in Klaviyo as the `email_topics` profile property (comma-separated).
#### Pause Duration Configs
Manage pause duration options for the pause emails feature.
**Location:** Settings → User Preferences → Pause Duration Configs
**Features:**
- Add/edit/delete pause duration options
- Set number of days for each duration
- Mark options as default
- Reorder options by dragging
- Enable/disable specific options
**Default Options:**
- 7 days
- 14 days
- 30 days
- 60 days
- 90 days
**Usage:**
Pause duration configs are used in the pause emails modal to let subscribers choose how long they want to pause emails.
#### Team Pause Settings
Configure how the pause emails feature works for your team.
**Location:** Settings → User Preferences → Team Pause Settings
**Features:**
- Select pause methods (can use multiple):
- **Profile Property** - Sets a custom profile property in Klaviyo
- **Suppression** - Suppresses the profile in Klaviyo (90-day cooldown)
- **Unsubscribe** - Unsubscribes from lists or globally
**Pause Methods Explained:**
1. **Profile Property (PROFILE_PROPERTY)**
- Sets `last_chance_pause_emails_until` property in Klaviyo
- No cooldown restrictions
- Most flexible option
- Best for: Flexible pause functionality
2. **Suppression (SUPPRESSION)**
- Suppresses the profile in Klaviyo
- Enforces 90-day cooldown from last suppression date
- Klaviyo-native functionality
- Best for: Complete email suppression
3. **Unsubscribe (UNSUBSCRIBE)**
- Unsubscribes from specific lists or globally
- No cooldown restrictions
- Best for: List-specific unsubscribes
#### Exclusion Segments (Klaviyo)
Topic, frequency, and pause exclusion segments are managed in User Preferences. Each tab has an **Email configs** section at the top and a **Segments** section below.
**Topic Exclusion Segments** (Settings → User Preferences → Topics tab → Segments)
- Create one segment per topic (e.g., `LC - Exclude Topic: Sales & Discounts`)
- **Usage:** Add the **matching** segment to "Don't send to"—use the one that corresponds to the type of email you're sending (e.g., for a newsletter campaign, add `LC - Exclude Topic: Newsletters`)
- Use any main segment for "Send to"
**Frequency Exclusion Segments** (Settings → User Preferences → Frequencies tab → Segments)
- Create one segment per frequency (e.g., `LC - Exclude Frequency: Weekly`)
- **Usage:** Add **every** LC - Exclude Frequency segment to "Don't send to" in each campaign and flow—you need all of them to enforce frequency limits across your audience
**Pause Exclusion Segments** (Settings → User Preferences → Pause tab)
- Single segment: `LC - Exclude: Paused`
- **Usage:** Add to "Don't send to" in all campaigns and flows to exclude paused subscribers
### Email Providers
#### Klaviyo Settings
Configure your Klaviyo integration.
**Location:** Settings → Email Providers → Klaviyo
**Features:**
- Connect/disconnect Klaviyo account
- View connection status
- Re-authorize if needed
- View API key status
### API Keys
Create team API keys for machine clients (scripts, automation).
**Location:** Account Settings → API Keys
**Features:**
- Create scoped keys (`pages:read`, `pages:write`, `pages:publish`, `pages:ai`, `team:read`, `analytics:summary:read`, `analytics:attribution:read`)
- Defaults to read-only scopes (`pages:read`, `team:read`)
- Optional expiry (30 / 90 / 365 days, or never); omitted on create defaults to 90 days
- Show-once secret (`Authorization: Bearer lc_live_…`)
- Revoke keys; revoked keys remain visible for audit
- Limit: 20 active keys per team (enforced transactionally)
Only team admins can create or revoke keys. Deleting an unsubscribe page via API key requires `confirm=true`.
For authentication details, scopes, and example `curl` requests, see the **[API Keys guide](/docs/api-keys)**.
### Reward Delivery
Configure how discount codes are delivered to subscribers.
**Location:** Settings → Reward Delivery
**Features:**
- Select reward delivery mode:
- **Immediate** - Discount code shown immediately on the page
- **Delayed** - Discount code sent via email later
**Delivery Modes:**
1. **Immediate (IMMEDIATE)**
- Discount code is displayed on the unsubscribe page
- Subscriber can copy and use immediately
- Best for: Instant gratification, higher conversion
2. **Delayed (DELAYED)**
- Discount code is sent via email after the subscriber stays
- Creates anticipation and follow-up opportunity
- Best for: Email engagement, reducing code sharing
**Usage:**
The selected delivery mode affects which elements are shown on your unsubscribe page templates. Elements with `data-reward-mode="immediate"` are shown for immediate delivery, and elements with `data-reward-mode="delayed"` are shown for delayed delivery.
### Discount Codes
Manage discount codes for your unsubscribe pages.
**Location:** Settings → Discount Codes
**Features:**
- Create new discount codes
- Edit existing discount codes
- Delete discount codes
- View code usage statistics
- Set codes as active/inactive
**Discount Code Types:**
1. **Shopify Discount Codes**
- Automatically synced from Shopify
- Can be used in Shopify checkout
- Requires Shopify integration
2. **Manual Discount Codes**
- Created manually in Last Chance
- Can be used with any e-commerce platform
- Requires manual setup in your platform
**Best Practices:**
- Create multiple codes for A/B testing
- Use descriptive names for easy identification
- Set expiration dates to encourage urgency
- Monitor usage to optimize discount amounts
## Best Practices
### 1. Start with Defaults
- Initialize default configs when first setting up
- Customize based on your specific needs
- Test with a small group before rolling out
### 2. Keep Options Manageable
- Limit frequency options to 3-5 choices
- Limit topic options to 5-7 choices
- Too many options can overwhelm subscribers
### 3. Use Clear Labels
- Use descriptive, action-oriented labels
- Avoid technical jargon
- Make it clear what each option means
### 4. Test Pause Methods
- Start with PROFILE_PROPERTY for flexibility
- Add SUPPRESSION if you need Klaviyo-native suppression
- Use UNSUBSCRIBE for list-specific control
### 5. Monitor Usage
- Check analytics to see which options are most popular
- Adjust configs based on subscriber behavior
- Remove unused options to simplify
## Troubleshooting
### Configs Not Showing
- Ensure configs are initialized (use the initialize action)
- Check that configs are enabled (`isActive: true`)
- Verify you're viewing the correct team
### Segments Not Creating
- Create segments from Settings → User Preferences → Topics or Frequencies tab → Segments section
- Check Klaviyo connection status (Settings → Email Providers → Klaviyo)
- Verify API permissions in Klaviyo
- Review error logs for API issues
### Pause Not Working
- Verify pause methods are enabled in team settings
- Check Klaviyo profile properties are being set
- Review pause duration configs are active
## Related Documentation
- [User Preferences](./user-preferences.md) - How subscribers use preferences
- [Getting Started](./getting-started.md) - Initial setup guide
- [Analytics](./analytics.md) - Track settings usage
---
# Analytics Guide
Last Chance provides comprehensive analytics to help you understand how subscribers interact with your unsubscribe pages. This guide covers all analytics features and how to use them effectively.
## Overview
The Analytics dashboard tracks every interaction subscribers have with your unsubscribe pages, giving you insights into:
- How many subscribers visit your pages
- What actions they take (stay, unsubscribe, pause)
- Why they're leaving (unsubscribe reasons)
- Your overall retention rate
---
## Accessing Analytics
1. From the dashboard, click **Analytics** in the left sidebar
2. The Analytics page displays all events and summary statistics
---
## Key Metrics
### Retention Rate
The **Retention Rate** shows what share of **unique visitors** (subscribers with at least one page visit, identified by email hash) **did not unsubscribe** in the same scope—your filters on Analytics, or all-time on the dashboard home.
```
Retention = (Unique visitors − Visitors who unsubscribed) ÷ Unique visitors × 100
```
The dashboard headline percentage and weekly summary email use this **same visitor definition**. The **Stayed** event count in Analytics is how many people clicked “stay”; retention can differ because it includes visitors who never clicked stay or unsub.
If your current Analytics view has **no identifiable page visits** (for example, the event-type filter excludes `PAGE_VISIT`), the retention percentage falls back to the legacy ratio: stay events ÷ (stay + unsubscribed events).
### Event Types
Last Chance tracks ten types of events:
| Event Type | Icon | Description |
| --------------------- | ---- | ------------------------------------------------- |
| **Page Visit** | 👁️ | A subscriber visited your unsubscribe page |
| **Stayed** | ✓ | Subscriber clicked "Stay Subscribed" |
| **Unsubscribed** | ✗ | Subscriber confirmed they want to unsubscribe |
| **Resubscribed** | + | A previously unsubscribed user opted back in |
| **Shop Button Click** | 🛒 | Subscriber clicked a shop/discount link |
| **Paused Emails** | ⏸ | Subscriber chose to pause emails temporarily |
| **Resumed Emails** | ▶ | A paused subscriber resumed their subscription |
| **Go to Preferences** | ⚙️ | Subscriber navigated to preferences page |
| **Saved Frequency** | 📅 | Subscriber saved their email frequency preference |
| **Saved Topics** | 🏷️ | Subscriber saved their email topic preferences |
---
## Summary Statistics Cards
At the top of the Analytics page, you'll see summary cards showing:
1. **Retention Rate** - Share of unique page visitors in scope who did not unsubscribe (matches dashboard and weekly email)
2. **Event-specific counts** - Total counts for each enabled event type
The cards update dynamically based on your selected filters.
---
## Filtering Analytics Data
### Filter by Page
Use the **Page** dropdown to view analytics for:
- **All Pages** - Combined data from all unsubscribe pages
- **Specific Page** - Data from a single unsubscribe page
### Filter by Date Range
Click the **Date Range** button to select:
- **Last 7 Days** - Recent activity
- **Last 30 Days** - Monthly overview
- **Last 90 Days** - Quarterly trends
- **All Time** - Complete history
### Filter by Event Type
1. Click the **Event Types** filter button
2. Check/uncheck event types to include
3. Click **Apply** to update the view
This is useful for focusing on specific actions, like only viewing unsubscribe events.
### Search by Email
To find events for a specific subscriber:
1. Enter their email address in the search field
2. Click **Apply**
3. All events for that email will be displayed
> **Note**: Email addresses are hashed for privacy. You can search using the original email address.
### Segment experience (smart offers)
When you use **segment experiences** (HTML overrides matched by smart-offer rules), you can slice analytics by which experience a subscriber **first landed in** during the selected date range:
1. Select a **specific unsubscribe page** in the Page dropdown (required to pick named experiences from that page’s configuration).
2. Use the **Segment experience** control: **All experiences**, **Default (canonical)**, or a named experience key (for example, VIP).
3. Optionally, under **Advanced filters**, set **Smart offer rule ID** to narrow results to subscribers whose **first page visit in range** matched both that experience and that rule. Press Enter to apply.
This filter is **session-scoped**: every event row shown belongs to subscribers whose **first `PAGE_VISIT` in the range** matched the filter. You will see their full journey (stayed, paused, unsubscribed, etc.), not only rows where that event’s metadata mentions the experience.
**How experience is stored on events**
- **Page Visit** records the experience shown on load when smart-offer rules apply.
- **Later actions** (stay, unsubscribe, pause, and others) record experience metadata by **re-evaluating** smart-offer rules at the time of the action (using the same context as the live page: orders, visits, etc.). If subscriber context changes between load and click (for example, a new order syncs), the action event may show a different experience than the original page visit. The segment filter above is still based on **first visit in range**, not on action-time metadata.
**Preview mode**
Editor and email preview flows do **not** write production `PAGE_VISIT` analytics. Only live traffic on the public unsubscribe URL is tracked.
### Advanced Filters
Additional filter options are available:
| Filter | Description |
| ----------------------- | ---------------------------------------------------------------------------------------------------- |
| **Klaviyo ID** | Filter by Klaviyo profile ID |
| **Email Message ID** | Filter by specific email message |
| **Campaign ID** | Filter by Klaviyo campaign |
| **Flow ID** | Filter by Klaviyo flow |
| **Smart offer rule ID** | Optional; narrows segment experience filter to a specific rule id on the first qualifying page visit |
Click any ID in the table to quickly filter by that value.
---
## Unsubscribe Reasons
When subscribers unsubscribe, they can provide a reason. Last Chance aggregates this feedback in the **Unsubscribe Reasons** section.
### Viewing Reason Statistics
When the "Unsubscribed" event type is enabled, you'll see a breakdown of:
- Each reason selected
- The count and percentage of each reason
- A visual progress bar for comparison
### Default Reason Options
Common unsubscribe reasons include:
- I receive too many emails
- The content isn't relevant to me
- I never signed up
- I'm switching to a different service
- Other (with free-text input)
### Viewing "Other" Responses
If subscribers select "Other" and provide custom text:
1. Find the **Other** reason in the statistics
2. Click the **View Details** button
3. A dialog shows all custom responses
This qualitative feedback can help you improve your email strategy.
---
## Events Table
The main events table shows detailed information about each interaction.
### Table Columns
| Column | Description |
| ----------------- | ----------------------------------------------------- |
| **External Link** | Opens the subscriber's Klaviyo profile (if available) |
| **Time** | When the event occurred (relative and absolute) |
| **Event** | The type of event with color-coded badge |
| **Email Hash** | Truncated hash of the subscriber's email |
| **Reason** | Unsubscribe reason (if applicable) |
| **Page** | Which unsubscribe page was used |
### Hidden Columns
Additional columns can be shown via the **Columns** button:
- **Klaviyo ID** - The subscriber's Klaviyo profile ID
- **Flow ID** - The Klaviyo flow that sent the email
- **Campaign ID** - The Klaviyo campaign that sent the email
- **Email Message ID** - The specific email message ID
- **Referrer** - The referring URL
### Interacting with Table Data
- **Click a row** - Opens a detailed side drawer showing the complete session timeline
- **Click a Klaviyo ID** - Filter by that profile
- **Click a Flow ID** - Filter by that flow
- **Click a Campaign ID** - Filter by that campaign
- **Click External Link** - Open the profile in Klaviyo
### Session Details Drawer
When you click on any row in the events table, a side drawer opens showing detailed information about that subscriber's session:
The drawer displays:
- **Outcome** - The final action taken (Stayed, Unsubscribed, etc.)
- **Event Count** - Total number of events in the session
- **Timeline** - Chronological list of all events with timestamps
- **Session Metrics** - Duration, decision time, and other key metrics
- **Event Details** - Time on page and other context for each event
This detailed view helps you understand the complete customer journey through your unsubscribe page.
---
## Exporting Data
Export your analytics data for further analysis:
1. Apply any filters you want
2. Click **Export CSV** in the header
3. A CSV file will download with all matching events
The export includes all columns (not just visible ones):
- Time
- Event Type
- Email Hash
- Reason
- Reason Other (custom text)
- Page Name
- Klaviyo ID
- Email Message ID
- Campaign ID
- Flow ID
- **Experience key** and **Smart offer rule ID** (when present on that event; action events use re-evaluated smart-offer context at click time)
- Metadata (JSON) - Additional event-specific data:
- For **Saved Frequency**: `frequency` (selected frequency value), `timeOnPageMs`
- For **Saved Topics**: `topics` (comma-separated list), `topicsCount`, `topicSelectionMode` (`SINGLE` or `MULTIPLE` — page configuration at time of save), `timeOnPageMs`
- For **Go to Preferences**: `timeOnPageMs`, `fromPage` (page they came from)
---
## Pagination
For large datasets:
- Use **Previous** and **Next** buttons to navigate
- The page shows 25 events at a time
- Total event count is displayed at the bottom
---
## Use Cases and Best Practices
### Track Campaign Performance
1. Send an email campaign
2. Note the Campaign ID from Klaviyo
3. Filter analytics by that Campaign ID
4. See how many recipients visited your unsubscribe page
5. Analyze retention rate for that specific campaign
### Identify Problem Flows
1. Filter by **Flow ID**
2. Compare retention rates across different flows
3. Flows with lower retention may need content improvements
### Monitor Discount Effectiveness
1. Filter for **Shop Button Clicks**
2. Compare to total Page Visits
3. Calculate click-through rate on your discount offer
4. Adjust discount value or messaging based on results
### Track Preference Adoption
1. Filter for **Go to Preferences** events to see how many subscribers explore preferences
2. Compare **Saved Frequency** and **Saved Topics** counts
3. Analyze which frequency and topic options are most popular
4. Use metadata to see time spent on preferences page
5. Identify opportunities to improve preference options
### Gather Customer Feedback
1. Review unsubscribe reasons weekly
2. Look for patterns in "Other" responses
3. Use feedback to improve email content and frequency
### A/B Test Page Designs
1. Create two unsubscribe page versions
2. Use one page for half your flows, another for the rest
3. Filter analytics by page
4. Compare retention rates to determine the winner
---
## Understanding Your Data
### Healthy Benchmarks
While results vary by industry, here are general guidelines:
| Metric | Good | Great |
| -------------------- | ---- | ----- |
| Retention Rate | 20%+ | 40%+ |
| Shop Button CTR | 5%+ | 15%+ |
| Reason Response Rate | 60%+ | 80%+ |
### Common Patterns
**High Page Visits, Low Actions**
- Subscribers may be confused by the page
- Try simplifying the design or CTAs
**Low Retention Rate**
- Consider offering a better discount
- Add pause options
- Improve the "stay subscribed" messaging
**Many "Too Many Emails" Reasons**
- Review your email frequency
- Highlight pause options more prominently
- Let subscribers manage preferences
**High "Content Not Relevant" Reasons**
- Review your segmentation strategy
- Add list preference options
- Consider more personalized content
---
## Troubleshooting
### No Events Appearing
- Verify your page is published
- Verify the Klaviyo unsubscribe hosted page is configured correctly
- Allow time for events to sync (usually real-time)
### Missing Subscriber Information
- Verify the Klaviyo unsubscribe hosted page is passing all required parameters
- Check that your Last Chance page is receiving traffic from Klaviyo
### Retention Rate Seems Wrong
- Retention is based on **unique visitors** (email hashes with a `PAGE_VISIT` in scope), not raw event volume
- If you filter out `PAGE_VISIT`, you may see the **legacy** stay ÷ (stay + unsubscribed) ratio instead
- Compare with the **Stayed** count: many visitors can be retained without ever clicking stay
---
## Next Steps
- [Getting Started Guide](./getting-started.md) - Set up your first page
- [Retention Health](./retention-health.md) - Score your Klaviyo flows and segments against best practices
- [Churn intelligence](./churn-intelligence.md) - At-risk segments, profile sync, and draft flows in Klaviyo
- [Team Management](./team-management.md) - Share analytics with your team
- [Billing & Account](./billing-account.md) - Understand your subscription tier
---
# 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
1. Open the **Dashboard** in Last Chance.
2. In the left sidebar, click **Retention Health** (or go directly to `/dashboard/retention-health`).
3. 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](/docs/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](/docs/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](/docs/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.
---
## Further reading
- [Analytics](/docs/analytics) — Page-level performance and retention rate
- [Churn intelligence](/docs/churn-intelligence) — At-risk segments, profile sync, and draft flows
- [User preferences](/docs/user-preferences) — Topic, frequency, and pause settings that drive exclusion segments
- [Retention best practices](/docs/retention-best-practices) — Offers, incentives, and messaging strategy
---
# Churn intelligence
**Churn intelligence** helps you identify subscribers who may be slipping away—based on Last Chance page behavior, Shopify purchase history (when connected), and Klaviyo email engagement—and gives you **ready-made Klaviyo segments** and **draft flows** so you can intervene before they unsubscribe.
---
## Who can use it?
- **Klaviyo** must be connected.
- **Paid access** (active subscription) is required for profile sync, creating segments/flows from Last Chance, and scheduled sync.
---
## Where to find it
1. Open the **Dashboard**.
2. Under **Retention**, choose **Churn intelligence** (or go to `/dashboard/churn-intelligence`).
You’ll also see related checks inside **[Retention Health](./retention-health.md)** (for example, whether scheduled sync is on and whether churn segments and flows exist in Klaviyo).
---
## What it does
1. **Profile sync** — Last Chance writes **profile properties** to Klaviyo (for example visit counts, pause state, and Shopify-backed fields like lifetime value and days since last order when your store is connected). Sync runs on a schedule and can be run manually (**Run profile sync now**).
2. **Segments** — Create Klaviyo segments (for example **At risk**, **Severe risk**, **Lapsed buyers at risk**) whose definitions use those properties plus Klaviyo’s **Opened Email** metric where applicable. You can open each segment in Klaviyo to tune thresholds.
3. **Flows (draft)** — Create draft flows that trigger off those segments. Emails are **starters**: edit subject, content, and design in Klaviyo before activating.
---
## Shopify and Klaviyo
- **Shopify:** Purchase-related properties need order data in Last Chance (historical order sync as applicable).
- **Klaviyo:** Segments that use email opens need the **Opened Email** metric to exist (usually after a tracked send).
---
## Operators and troubleshooting
For cron vs manual sync, worker requirements, API behavior, and asset cleanup when resources are deleted in Klaviyo, see **`docs/churn-intelligence-runbook.md`** in the Last Chance repository (operator-focused; not part of this in-app guide).
---
# A/B Testing
A/B testing allows you to compare different unsubscribe page designs to optimize subscriber retention. Test multiple variants simultaneously and use data-driven decisions to choose the best performing page.
## Overview
With A/B testing, you can:
- **Compare page designs**: Test different layouts, copy, offers, and colors
- **Measure retention rates**: See which variant keeps more subscribers
- **Get statistical significance**: Know when you have enough data to declare a winner
- **Automatically promote winners**: Set the winning page as your primary page
## Creating an A/B Test
### Step 1: Prepare Your Pages
Before creating an A/B test, you'll need at least **2 unsubscribe pages** to compare. Create your test variants:
1. Go to **Pages** in the sidebar
2. Create a new page or duplicate an existing one
3. Make the changes you want to test (design, copy, offers)
4. Repeat for each variant you want to test
If you don't have enough pages yet, you'll see a message prompting you to create more:
### Step 2: Create the Campaign
1. Go to **A/B Tests** in the sidebar
2. Click **New A/B Test**
3. Fill in the campaign details:
- **Name**: A descriptive name (e.g., "Holiday Discount Test")
- **Description**: What you're testing (optional)
- **Start Date**: When to begin the test (optional - leave blank to start manually)
- **End Date**: When to end the test (optional - leave blank to run indefinitely)
### Step 3: Configure Variants
Add at least 2 variants to your test:
1. **Control variant**: Your current/baseline page (marked with a crown icon)
2. **Treatment variants**: The new pages you're testing
For each variant:
- Select the unsubscribe page
- Set the traffic weight (percentage of visitors who see this variant)
- The total must equal 100%
**Tip**: For a simple 50/50 test, give each variant 50% traffic. For more conservative testing, give the control 80% and the treatment 20%.
### Step 4: Start the Test
Click **Create A/B Test** to save your campaign in draft mode. When you're ready:
1. Review your variant configuration
2. Click **Start Test** to begin
3. Visitors will now be randomly assigned to variants
## How Visitor Assignment Works
A/B testing uses **deterministic assignment** based on visitor email:
- The same visitor always sees the same variant (consistent experience)
- Assignment is calculated using a hash of the email address
- Weights are applied probabilistically across all visitors
- No cookies or local storage required
This ensures accurate measurement and a seamless user experience.
## Understanding Results
### Key Metrics
For each variant, you'll see:
| Metric | Description |
| ----------------------- | --------------------------------------------------------------------------------------------------- |
| **Unique Visitors** | Number of people who saw this variant |
| **Retention Rate** | % who took an explicit positive action (stayed, paused, updated preferences, resumed, resubscribed) |
| **Stayed** | Clicked "Stay Subscribed" |
| **Paused** | Chose to pause emails temporarily |
| **Updated Preferences** | Updated email frequency or topics |
| **Unsubscribed** | Left your email list |
### Statistical Significance
The results page shows confidence levels:
- **< 95% confidence**: Not enough data yet - keep the test running
- **95%+ confidence**: Statistically significant - you can trust the results
- **Uplift**: How much better/worse than control (e.g., "+15% retention")
**Recommendation**: Aim for at least 100 unique visitors per variant before making decisions.
### Reading the Results
A successful variant will show:
- Higher retention rate than control
- 95%+ statistical confidence
- Positive uplift percentage
## Declaring a Winner
When you have statistically significant results:
1. Go to the A/B test detail page
2. Review the metrics for each variant
3. Click **Declare as Winner** on the best-performing variant
4. Confirm the action
When you declare a winner:
- The test is marked as **Completed**
- The winning page becomes your **Primary** unsubscribe page
- All visitors will now see the winning page
## Campaign Lifecycle
| Status | Description |
| ------------- | ------------------------------------ |
| **Draft** | Not started, can still edit variants |
| **Active** | Running and collecting data |
| **Paused** | Temporarily stopped, can resume |
| **Completed** | Finished with a declared winner |
### Managing Active Tests
- **Pause**: Temporarily stop the test while keeping data
- **Resume**: Continue a paused test
- **Complete**: End the test without declaring a winner
**Note**: Only one A/B test can be active at a time per team.
## Best Practices
### What to Test
Good candidates for A/B testing:
- **Headlines**: "Before you go..." vs "Wait! Special offer inside"
- **Discount amounts**: 10% off vs 20% off
- **Page design**: Minimalist vs feature-rich
- **CTAs**: "Stay Subscribed" vs "Keep Getting Deals"
- **Pause options**: Offering pause vs not offering pause
### Test Duration
- **Minimum**: Run until you have 100+ visitors per variant
- **Recommended**: 2-4 weeks for most email lists
- **Maximum**: Don't run tests indefinitely - make decisions
### Sample Size
Statistical significance depends on:
- Number of visitors per variant
- Difference in retention rates
- Your confidence threshold (default: 95%)
Use the significance indicator in results to know when you have enough data.
### One Change at a Time
For clear results, test **one variable** at a time:
✅ **Good**: Testing discount amount (10% vs 20%)
❌ **Bad**: Testing discount + headline + colors simultaneously
If you test multiple changes, you won't know which caused the difference.
## Notifications
You'll receive email notifications for:
- **Test started**: When a new A/B test begins
- **Significant results**: When a variant reaches statistical significance
- **Test completed**: When a winner is declared
Manage these in **Settings > Notifications**.
## FAQ
### Can I edit a running test?
No. Once a test is active, variants are locked to ensure data integrity. To make changes, pause or complete the test, then create a new one.
### What happens to visitors during a paused test?
They see your primary unsubscribe page (not any test variant).
### Can I run multiple tests at once?
No. Only one A/B test can be active at a time to prevent conflicts.
### How do I delete a test?
Tests can only be deleted when in Draft, Paused, or Completed status. Active tests must be paused first.
### Does A/B testing affect my analytics?
Yes! All events during a test include the campaign and variant IDs, so you can analyze performance in your analytics dashboard.
---
# Page Templates
Last Chance provides a variety of pre-designed templates to help you create engaging unsubscribe pages. This guide explains the different template types, what each page does, and how to customize them.
**Templates are a starting point only.** You are responsible for everything that appears on your live unsubscribe page—including all copy, consent language, and the presence of a clear, obvious way for subscribers to unsubscribe. Edit and review your page before publishing to ensure it accurately reflects your brand and complies with your obligations to subscribers and your email platform.
## Overview
When you create a new unsubscribe page, you can choose from our template library. Each template includes:
- **Multiple page states** - Different screens for the subscriber journey
- **Customizable styling** - Colors, fonts, and branding options
- **Interactive elements** - Buttons, forms, and special widgets
- **Mobile-responsive design** - Looks great on all devices
---
## Template Categories
### Offer Templates
Simple, clean designs that present a discount offer to encourage subscribers to stay.
**Best for:** Straightforward retention with a clear value proposition
**Examples:** Minimal, Fresh, Bold, Sunset, Aurora
---
### Scratch-Off Templates
Interactive scratch card experiences where subscribers reveal a hidden discount by "scratching" with their mouse or finger.
**Best for:** Gamified engagement that increases time on page and retention rates
**Examples:** Scratch Lottery, Scratch Vegas, Scratch Neon, Scratch Cosmic
**How it works:**
1. Subscriber sees a scratch card with a hidden prize
2. They scratch to reveal their discount code
3. Confetti celebrates the reveal
4. They're automatically shown the "stayed" confirmation page
---
### Product Templates
Showcase your products directly on the unsubscribe page, giving subscribers a reason to stay and shop.
**Best for:** E-commerce brands who want to highlight specific products or bestsellers
**Examples:** Shop Grid, Shop Single, Shop Upfront
---
## Page States
Every template includes multiple "pages" that display at different points in the subscriber journey:
### Initial Page
The first page subscribers see when they click an unsubscribe link. This is your chance to offer alternatives.
**Typical elements:**
- Headline asking them to reconsider
- Discount offer or incentive
- "Stay Subscribed" button
- "Pause Emails" option
- "Unsubscribe" button
---
### Stayed Page
Shown when a subscriber chooses to stay subscribed. Confirms their decision and provides the discount code.
**Typical elements:**
- Thank you message
- Discount code display
- Copy code button
- Link to shop
---
### Unsubscribed Page
Shown after a subscriber completes the unsubscribe process.
**Typical elements:**
- Confirmation message
- Optional feedback form (why they unsubscribed)
- Option to resubscribe if they change their mind
---
### Paused Page
Shown when a subscriber chooses to pause emails instead of unsubscribing.
**Typical elements:**
- Confirmation of pause
- Display of when emails will resume
- Option to resume emails early
- Link back to shop
---
### Resubscribed Page
Shown when a previously unsubscribed user clicks "Resubscribe."
**Typical elements:**
- Welcome back message
- Confirmation of resubscription
---
## Customizing Templates
### Theme Settings
Every template supports customization through theme settings:
| Setting | Description |
| ------------------- | -------------------------------------------------- |
| **Primary Color** | Main accent color for buttons and highlights |
| **Secondary Color** | Supporting color for text and borders |
| **Font Family** | Choose from available web fonts |
| **Shop URL** | Link to your store for "Continue Shopping" buttons |
| **Discount Code** | The code to display and offer subscribers |
### Visual Editor
For more advanced customization, use the visual editor to:
- Drag and drop components
- Edit text and images
- Adjust spacing and layout
- Modify colors and styles
- Add or remove sections
---
## Interactive Components
### Scratch Card
Available in scratch-off templates. Subscribers scratch to reveal their prize.
**Customization options:**
- Scratch layer color (silver, gold, bronze, purple, blue)
- Prize text and description
- Discount code displayed under the scratch layer
---
### Pause Modal
When subscribers click "Pause Emails," a modal appears letting them choose how long to pause:
- 1 week
- 1 month
- 3 months
- 6 months
After selecting, they see the Paused page with their resume date.
---
### Feedback Form
Displayed on the Unsubscribed page to collect insights on why subscribers left:
**Default options:**
- Too many emails
- Emails not relevant to me
- I never signed up
- I prefer other channels
- Content quality issues
- Other (with text input)
This feedback helps you improve your email strategy.
---
### Copy Discount Button
A small button next to discount codes that copies the code to the subscriber's clipboard. Shows "Copied!" confirmation when clicked.
---
## How Buttons and Widgets Work
Understanding how interactive elements work helps you customize templates and troubleshoot issues. Last Chance uses special HTML attributes to make buttons and widgets functional.
### Action Buttons (data-action)
Buttons perform actions based on their `data-action` attribute. When editing in the visual editor, make sure buttons have the correct attribute for them to work.
| Action | What It Does | Example HTML |
| -------------------- | --------------------------------------------- | ------------------------------------------------------------------------------------ |
| `stay-subscribed` | Keeps subscriber on list, shows "Stayed" page | `` |
| `unsubscribe` | Unsubscribes user, shows "Unsubscribed" page | `` |
| `pause-emails` | Opens the pause duration modal | `` |
| `resume-emails` | Resumes paused emails | `` |
| `resubscribe` | Resubscribes a user who unsubscribed | `` |
| `back-to-initial` | Returns to the initial page | `` |
| `copy-discount-code` | Copies discount code to clipboard | `` |
| `shop` | Opens shop link AND marks user as staying | `Shop Now` |
| `back-to-shop` | Opens shop link (tracking only) | `Continue Shopping` |
#### Pause Modal Buttons
Inside the pause modal, these additional actions are used:
| Action | What It Does |
| --------------- | ------------------------------------ |
| `confirm-pause` | Confirms the selected pause duration |
| `cancel-pause` | Closes the modal without pausing |
#### Feedback Form Buttons
On the unsubscribed page feedback form:
| Action | What It Does |
| --------------- | --------------------------------------- |
| `submit-reason` | Submits the selected unsubscribe reason |
| `skip-reason` | Skips the feedback form |
---
### Widgets (data-widget)
Widgets are more complex interactive components identified by `data-widget` attributes.
#### Scratch Card Widget
The scratch card requires a wrapper element with `data-widget="scratch-card"`:
```html
{{discountCode}}
```
**Scratch card attributes:**
| Attribute | Description | Options |
| ------------------------- | --------------------------------- | -------------------------------------------- |
| `data-scratch-text` | Main text on scratch layer | Any text |
| `data-scratch-subtext` | Secondary text on scratch layer | Any text |
| `data-scratch-color` | Color of the scratch layer | `silver`, `gold`, `bronze`, `purple`, `blue` |
| `data-show-scratch-layer` | Whether to show the scratch layer | `true`, `false` |
---
### Template Variables
Use these placeholders in your HTML - they'll be replaced with actual values:
| Variable | Description | Example Output |
| -------------------- | ------------------------------------ | -------------------- |
| `{{discountCode}}` | The discount code for this page | `SAVE20` |
| `{{shopUrl}}` | Your shop URL from settings | `https://myshop.com` |
| `{{shopUrlPostfix}}` | URL suffix (often includes discount) | `/discount/SAVE20` |
| `{{pausedUntil}}` | When paused emails will resume | `March 15, 2024` |
**Example usage:**
```html
Your code: {{discountCode}}
Shop Now
```
---
### Troubleshooting
**Button not working?**
- Check that the button has the correct `data-action` attribute
- Make sure the attribute value is spelled correctly (case-sensitive)
- Verify the button is not inside another clickable element
**Scratch card not appearing?**
- Ensure the wrapper has `data-widget="scratch-card"`
- Check that there's a `