Churn and Recovery in the Inbox

Shopify tells Convot when a merchant uninstalls your app. Convot uses that signal to surface the event in the merchant’s support conversation - so your team can act immediately, before the merchant moves on.

What agents see when a merchant uninstalls

The conversation reopens

If the merchant had a support conversation in the last 7 days (the default recency window), Convot automatically changes its status back to Open. A conversation that was Resolved and out of your queue will reappear - with the churn event already visible in the thread.

This is the same as if the customer had sent a new message. The conversation surfaces in the Open queue for your team to pick up.

A system activity message is posted

A new activity message appears at the bottom of the conversation thread with the uninstall details:

• “Uninstalled [app name]”
• The uninstall reason Shopify provided (if the merchant stated one).
• How many days had passed since your last reply to them.

For example: “Uninstalled MyApp - ‘missing feature’ - 3 days after your last reply.”

This message is a system event - it has no human author and does not itself trigger the auto-reopen. It is purely informational.

An AI churn attribution verdict is posted

A second system message follows with Convot’s AI analysis of whether support may have contributed to the churn. The verdict is one of:

• Support not cause - the conversation was resolved cleanly, or the reason was external (pricing, a missing feature, store closing, etc.).
• Support may have contributed - there was slow response, an unresolved issue, or visible frustration in the thread.
• Unclear - not enough signal to draw a conclusion.

The analysis message also includes a suggested next action - for example, reaching out to understand the real reason, or offering a free extension period.

This verdict powers the “support-attributable churn %” metric in the revenue dashboard. It is best-effort - treat it as a signal, not a verdict.

What agents should do

1. Look at the churn activity message and the AI verdict.
2. Decide whether to reach out. The merchant uninstalled recently, so the window to win them back is short.
3. If you want to contact them, click the conversation and reply.
4. If the issue was a bug or missing feature, consider escalating to engineering with the “Feature request” or “Needs a fix” type.

When the merchant reinstalls (recovery)

If the merchant reinstalls your app (a RelationshipReactivated event from Shopify), Convot posts another activity message in the conversation: “Reinstalled [app name] - recovered.” The churned_at flag is cleared, so the merchant leaves any “At Risk” filter views automatically.

The conversation is not automatically resolved on recovery - your team still needs to decide how to follow up and close it out.

Recency and enabling

The churn-save workflow only fires on fresh uninstall events - those that happened in the last 48 hours. Historical events imported during the initial Shopify backfill are intentionally excluded to avoid reopening years of old conversations.

The recency window for “does this merchant have a recent conversation worth surfacing” defaults to 7 days and is configurable per organization under Settings.

The feature is on by default once the Shopify integration is connected. It can be disabled under Settings → Inbox → Churn save.

Related articles

• Churn and uninstall signals
• Merchant context in conversations
• Escalating to engineering