Build your own integrations with Churnkey webhooks

Churnkey can send webhooks to automatically notify your application whenever a customer completes a session.

Webhooks enable Churnkey to push real-time event notifications to your application. Once you’ve registered an endpoint URL, Churnkey will send a secure HTTPS POST request to that URL every time one of your customers completes a Churnkey session. The JSON payload will include session information like their survey response, any freeform feedback they left, and the outcome of the session e.g. subscription pause, cancelation, discount, or if they abandoned the cancellation flow.

Webhooks can be managed from your Churnkey account

Manage Webhooks

Use Cases

Clients use Churnkey webhooks to:

  • Update customer profile information in CRMs such as Hubspot or Intercom
    • Example: marking every customer who cited “technical difficulties” in their survey response for a tutorial email campaign
  • Create a customized Slack thread where customer success teams can discuss next steps for customer retention
  • Send “secret plan” offers to customers who already declined offers on Churnkey Please note that for business logic related directly to customer billing and subscriptions, we recommend you use Stripe webhooks. This accounts for the possibility that subscriptions may be modified outside of the Churnkey flow.

Webhook Event Data

As soon as a webhook is enabled, Churnkey will start to stream new event notifications to that URL. These will be HTTPS POST requests with a JSON payload of the below format:

  "event": "session",
  "data": {
    "customer": <UP TO DATE CUSTOMER>,
    "session": {
      "result": "pause", // pause, discount, cancel, abort
      "feedback": "Freeform feedback from customer",
      "surveyResponse": "Too Expensive",
      "mode": "LIVE", // billing mode, LIVE or TEST
      "followupQuestion": "From survey question",
      "followupResponse": "Customer response to survey follow-up question",
      "acceptedOffer": {
        // details below
				"offerType": "PAUSE",
				"pauseDuration": 2, 
      // Segment information will be sent if the customer belonged to a segment defined in Churnkey
      "segment": {
        "name": "My annual customers",
        "filter": [
					  "attribute": "BILLING_INTERVAL",
					  "operand": "INCLUDES",
					  "value": ["YEAR"]

If a customer accepts an offer through Churnkey, the data.session object will include an acceptedOffer property with information about the offer they accepted. Depending on the offer type, this object will look different.

Webhook Signature Verification

For enhanced security and data integrity, every webhook sent by our service is accompanied by a signature. This allows you to verify that the webhook was genuinely sent from our servers.

How We Sign Outgoing Webhooks

  1. Payload Stringification: We first convert the webhook payload to a string by JSON stringifying it.
  2. HMAC Computation: Using the SHA256 algorithm, an HMAC (Hash-based Message Authentication Code) is computed on the stringified payload. The secret key for this HMAC computation is the webhookSecret associated with your organization.
  3. Header Attachment: The resulting hash from the HMAC computation is then attached to the outgoing webhook as a header named ck-signature.

How to Verify the Webhook Signature

To verify the webhook signature on your end:

  1. Retrieve the Secret: Get your webhookSecret from our service. This is your org secret key which can be found on Churnkey | Settings | Account.
  2. Capture the Payload and Signature: When you receive a webhook, capture the payload (body) and the value of the ck-signature header.
  3. Compute the HMAC: Use the SHA256 algorithm to compute an HMAC on the payload, using your webhookSecret as the secret key.
  4. Match the Signatures: Compare the computed HMAC value (from the previous step) with the ck-signature value you captured. If the two match, then the webhook is verified and was genuinely sent by our service.

Node.js Code Example

const crypto = require('crypto');
// find your account secret under Cancel Flow API Key: https://app.churnkey.co/settings/account
function verifyWebhookSignature(payload, receivedSignature, secret) {
  // Compute the HMAC
  const computedHmac = crypto.createHmac('sha256', secret)
  // Compare the computed HMAC with the received signature
  return computedHmac === receivedSignature;

// Usage:
const payload = req.body; // assuming you are using a body-parser middleware in Express.js
const receivedSignature = req.headers['ck-signature'];
const secret = 'YOUR_WEBHOOK_SECRET'; // Retrieve this from our service or your configuration

if (verifyWebhookSignature(payload, receivedSignature, secret)) {
  console.log("Webhook signature is valid!");
} else {
  console.log("Webhook signature is invalid or has been tampered with.");

For more code examples, please check the server side HMAC signing on Installing Churnkey

Pause offer accepted

  "offerType": "PAUSE",
  "pauseDuration": 2 // pause duration in months 

Discount offer accepted

  "offerType": "DISCOUNT",
  "couponId": "my_coupon_id", // coupon Id in Stripe/Chargebee, discount ID in Braintree
  "couponType": "PERCENT", // PERCENT or AMOUNT
  "couponAmount": 30,
  "couponDuration": 2, // coupon duration in months - null if forever coupon

Dunning Webhook Data

If you have webhooks enabled and use dunning, Churnkey will stream email event notifications to your webhook URL. There are multiple events for each email based on the recipient’s actions. Potential action values are DELIVERYBOUNCEOPENCLICK.

   "event": "dunning",
   "data": {
      "email": {
         "emailTo": "[email protected]",
         "subject": "Need help with your subscription?",
         "from": "[email protected]",
         "action": "DELIVERY", // DELIVERY, BOUNCE, OPEN, or CLICK
         "emailCount": 2, // This emails order in the campaign
         "emailsRemaining": 3 // Emails remaining in campaign
      "customer": "cus_XXXXXXXXXXXX",
      "invoice": "inv_XXXXXXXXXXXX"

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