Reading the session log
How to interpret each column in the session log, understand outcome types, and use session data to improve your save offers.
The session log is a timestamped record of every member visit to your cancel flow. Each row tells you what happened — who showed up, what reason they gave, what offer they saw, and whether they stayed. Over time it becomes your most reliable source of insight for improving your retention strategy.
What each session entry shows
Every row in the log contains:
- Member — First and last name, pulled from Awtomic at the time of the session
- Club — The subscription club they were on when they entered the flow
- Reason — The cancel reason they selected (e.g. "Price", "Taking a break")
- Offer — Which save offer was shown (blank if they exited before reaching an offer)
- Outcome — What happened at the end of the session
- Date — When the session started
Click any row to open the full session detail view: member tenure, LTV, the exact offer text they saw, and any free-text feedback they left.
Outcome types
Every session ends in one of three outcomes:
Saved — The member accepted your save offer and kept their subscription. Their subscription was updated automatically (paused, discounted, etc.) based on the offer they selected.
Cancelled — The member declined all save offers and confirmed they want to cancel. The cancellation was executed against Awtomic in real time.
Exited — The member left the cancel flow without making a decision. They neither accepted an offer nor confirmed cancellation. Their subscription is unchanged. Exits are common and expected — some members just want to look around, and some come back later.
What "Offer 2" means next to a Saved outcome
If you've set up a multi-offer sequence, a member might decline your first offer and be shown a second. When you see Offer 2 next to a Saved outcome, it means the member turned down offer 1 but accepted offer 2.
This tells you:
- Offer 1 wasn't persuasive enough on its own for this reason
- Offer 2 — presumably a stronger offer — closed the retention
If you see a high rate of "Offer 2" saves for a particular reason, consider whether offer 1 needs to be more compelling, or whether the sequence is working as intended.
In-progress sessions
Occasionally you'll see a session with no outcome listed. This means the member is currently in the flow — they haven't made a decision yet. These entries update automatically when the session resolves. In-progress sessions are rare in the log and typically clear within a few minutes.
Using session data to improve your offers
The session log answers the question: "What actually happened, and why?"
A few things worth watching for:
High exit rate on a specific reason — Members are seeing the offer but leaving without deciding. The offer may not feel relevant to their reason. Try rewriting the headline to speak more directly to that concern.
Cancelled despite an offer being shown — The offer is visible but not working. Check the offer type: is a pause offer appropriate for someone who said "Too expensive"? A discount might land better.
Long gaps in sessions — If a reason has only a few sessions, you may not have enough data yet to draw conclusions. Wait until you have at least 10–15 sessions per reason before making offer changes.
High Offer 2 save rate — Your second offer is doing the work your first one should be doing. Either strengthen offer 1, or accept that the two-step sequence is a deliberate strategy for price-sensitive members.
Next: Offer sequence performance — how to read the offer-level analytics for multi-offer setups.