# 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.

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## 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.

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## 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).

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## 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.

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## 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).

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## 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).