Demonstrates the Subscription Agent managing the complete subscription lifecycle inside the chat experience — starting from an account with no active subscriptions and moving through creation, expansion, frequency changes, item-level cancellation, and full cancellation, all without leaving the conversation or switching to a separate subscription portal. Closes with the retention options configured in the Admin application and how they surface at the moment a shopper asks to cancel.

• Creating a Subscription – Begins with an empty subscription list, then browses the Dresses category, selects a product and variant, and adds it as a subscription with a chosen frequency and quantity; the request is routed to the Subscription Agent, which asks for confirmation before proceeding to payment and creating the subscription. Listing the subscriptions confirms one active subscription on the account.
• Adding to an Existing Subscription – Returns to the Dresses category, selects a second product and its preferred variant (Black), and adds it to the subscription already in place. After confirmation, the subscription list refreshes to show two active products under the same schedule.
• Updating Delivery Frequency – Changes the delivery cadence for one subscribed item to every two months. The agent summarises the requested change and prompts for confirmation before applying it, and the refreshed subscription details show the updated schedule as every 60 days.
• Item-Level Cancellation with Retention Offers – Initiating cancellation for a single subscribed product triggers the retention flow: the agent first presents alternatives such as skipping the next delivery or changing the frequency, and only cancels the item once neither option is taken. The cancelled product no longer appears when the subscriptions are listed.
• Full Subscription Cancellation – Cancelling the entire subscription follows the same pattern — retention options are offered before the request is honoured, and after confirmation the subscription is cancelled, leaving zero active subscriptions on the account.
• Admin-Configured Retention Options – Shows retention behaviour authored in the Admin application, where options like Skip Delivery and Change Frequency are configured for cancellation requests. In the walkthrough, a shopper selects Change Frequency instead of cancelling, updates the cadence from every 30 days to every 60 days, confirms the change, and keeps the subscription active with the new schedule reflected in the subscription details.
• Retention Over Churn – Illustrates how configured retention options act as a business-controlled alternative to cancellation: when a cancellation intent is detected, the agent presents the configured offers directly in the chat experience, increasing subscription retention and reducing churn without engineering involvement.