Setting up churn spike alerts
What is a churn spike alert?
A churn spike alert fires when an unusually large number of customers enter the Critical band within a short period. It's designed to catch sudden retention problems — like a product recall, service outage, or bad press — before they spiral.
Setting up alerts
1
Go to Settings → Notifications
Scroll to the Alerts section.
2
Enable "Churn spike alerts"
Toggle it on. By default, it alerts when more than 20 customers enter the Critical band in a 48-hour window.
3
Adjust the threshold if needed
For large stores, you may want to increase the threshold to avoid noise. For small stores, a lower threshold (e.g., 10 customers) makes more sense.
4
Choose your notification channels
Alerts can appear in-app (notification centre), via email, or both. We recommend enabling email for churn spike alerts since they require immediate action.
What to do when an alert fires
- Open Protect → Critical and sort by "Score change" to see who entered the band most recently
- Look for common patterns — same acquisition cohort? Same product category? Same geographic area?
- Export the new Critical customers to Klaviyo and trigger your win-back flow
- Check Explore → Churn Detection for the trend chart — is this a one-time spike or the start of a trend?
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