> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/subscriptions/subscriptions-klaviyo-integration/klaviyo-pre-resume-flow-for-paused-subscriptions.md).

# Klaviyo pre-resume flow for paused subscriptions

Build a Klaviyo flow for paused subscribers using the Roadmap pause event, retention messaging, Shopify tags, and return incentives.

Use this flow when you want to keep paused subscribers warm before they return.

A pause is not a lost subscriber yet.

It is a retention window.

### What Roadmap provides

When a customer pauses a subscription, Roadmap sends the Klaviyo metric `Roadmap: Subscription paused`.

That gives you the right moment to start a retention flow.

This works best alongside [Churn prevention: cancellation and pause flows](/subscriptions/managing-subscriptions/churn-prevention-cancellation-and-pause-flows.md).

A few pause rules matter when you design the flow:

* timed pauses resume automatically after the selected pause period
* pause options are configurable, such as `2`, `4`, `6`, and `8` weeks
* indefinite pauses do not resume on their own
* the first charge after a timed pause happens on the next billing date
* if a timed pause is selected, the **upcoming subscription** flow triggers `3` days before the unpause date

{% hint style="info" %}
Pause is usually a **not now** signal.

Treat the flow as a bridge back to the next renewal, not a hard win-back campaign. Unless the customer has paused indefinitely, then some reminder communication may be helpful.
{% endhint %}

### Before you build the flow

Make sure these are already done:

* Churn Prevention is live and the **Pause flow** is enabled
* Klaviyo is connected and metrics are synced
* your pause duration options are set and ordered correctly
* you have decided whether to allow indefinite pauses

For the Klaviyo connection steps, see [How to integrate Roadmap with Klaviyo](/reviews/integrations/klaviyo-review-integration/how-to-integrate-roadmap-with-klaviyo.md).

### Recommended base flow

Start with a short sequence.

Keep it useful.

Do not over-incentivize too early.

Build it around the pause options you actually offer.

{% stepper %}
{% step %}

#### Trigger the flow on the pause event

Use `Roadmap: Subscription paused` as the Klaviyo flow trigger.

This starts the flow as soon as the pause is created.
{% endstep %}

{% step %}

#### Email 1 — send immediately

Confirm the pause.

Set expectations clearly.

If the customer selected a timed pause, remind them the subscription will resume automatically after the chosen pause period.

If you also allow indefinite pause, keep that language separate.
{% endstep %}

{% step %}

#### Match your delays to the configured pause durations

This matters most for timed pauses.

If your pause options are `2`, `4`, `6`, and `8` weeks, build around those windows.

Your reminder timing should reflect when the subscription is actually due to continue.
{% endstep %}

{% step %}

#### Email 2 — reduce the reason to stay paused too long

Lead with help, not pressure.

Good options:

* usage tips or education
* a lower-friction product or cadence
* a reminder that they can reactivate when ready
  {% endstep %}

{% step %}

#### Final email — send near the expected return window via the upcoming order metric flow

Use the last message as a pre-resume nudge.

For timed pauses, this is the key message.

Remind the customer the subscription is due to continue after the selected pause period.

Give them one simple next step, such as keeping the subscription active, changing products, or adjusting frequency.

Use the `person.roadmap_has_paused_subscription` as 'true' to create a split within the upcoming order for segmented targeting of these customers.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
If your pause lengths vary widely, keep the flow simple.

A two-email sequence usually performs better than a long series.
{% endhint %}

{% hint style="warning" %}
Timed pauses already feed into the **upcoming subscription** flow.

That flow triggers `3` days before the unpause date, which is the next billing date.

Do not stack a second generic reminder at the same time unless the messages are intentionally different.
{% endhint %}

### Build around your pause duration options

The pause flow is usually built around timed pauses first.

That is because those subscriptions already have a natural return point.

Roadmap's default pause options are `2`, `4`, `6`, and `8` weeks.

You can use different options, but your Klaviyo timing should match whatever you configured in the pause flow.

#### Timed pauses

Timed pauses are the main pre-resume use case.

The customer has chosen a fixed pause period.

The subscription then continues automatically.

That gives you a clear retention sequence:

* confirm the pause right away
* check in during the pause if the duration is long enough to warrant it.
* account for the **upcoming subscription** flow that triggers `3` days before the subscription continues

For many stores, the cleanest setup is:

* use the pause flow for early and mid-pause messaging
* let the **upcoming subscription** flow handle the final `3` day reminder

If you keep a final pause-specific email, make it distinct from the upcoming-order message.

#### Indefinite pauses

Indefinite pause is different.

There is no automatic continuation date.

That means it should not use the same pre-resume logic.

A lighter reactivation campaign usually fits better:

* send a confirmation when the pause starts
* wait longer between messages
* focus on reactivation, not an upcoming renewal

{% hint style="info" %}
Do not treat indefinite pauses as the default pause case.

For most stores, the best paused-subscription flow is built around fixed pause periods that auto-continue.
{% endhint %}

### Structure the flow around pause intent

Paused subscribers often need flexibility, not a rescue discount.

Your message should match that.

#### Too much product

Lead with options that reduce pressure.

Examples:

* lower frequency
* smaller pack size
* alternate SKU

#### Budget pressure

Lead with lower-commitment ways to stay active.

Examples:

* lighter offer near reactivation
* lower-cost subscription option
* reduced quantity before the next renewal

#### Usage lapse

Lead with product education.

Examples:

* how to get better results
* how to fit the product into a routine
* what to change before the subscription restarts

### Shopify Flow scenarios to pair with the Klaviyo flow

Shopify Flow helps when you want your pause campaign tags to change over time.

#### 1. Identify paused subscribers for campaign control

Use a profile property `person.roadmap_has_paused_subscription`

This makes it easier to suppress paused customers from unrelated campaigns.

#### 2. Separate indefinite pauses from timed pauses

If you allow indefinite pauses, treat it as a different retention path.

Timed pauses have an automatic continuation point.

Indefinite pauses do not.

A softer check-in flow usually fits better.

### Add incentives carefully

Most paused subscribers do not need a discount on day one.

They need a reason to return confidently.

A stronger pattern is to reward the return, not the pause.

'Welcome back! As a thank you, we have applied 20% off your next order'

### Recommended reward pattern

Use Roadmap's **Customer Tag** loyalty earning rule if you want to grant points after the customer comes back.

{% stepper %}
{% step %}

#### Create a dedicated reward tag

Use a tag such as `pause-returned` or `pause-points-250`.
{% endstep %}

{% step %}

#### Apply the tag after the return event

Good return actions include:

* the subscription reactivates
* the first successful renewal completes
* the customer reaches your chosen return milestone
  {% endstep %}

{% step %}

#### Confirm the reward after it is granted

Use Klaviyo to send a short confirmation once the reward is live.
{% endstep %}
{% endstepper %}

This approach protects margin and keeps the incentive outcome-based.

### Best practices

* keep the sequence short
* build the flow around your real pause duration options
* treat timed pauses and indefinite pauses differently
* align reminder timing to when timed pauses auto-continue
* account for the built-in `3` day **upcoming subscription** trigger on timed pauses
* lead with flexibility before discounting
* keep campaign tags easy to remove
* test with a real customer profile before launch

### Related guides

* [Churn prevention: cancellation and pause flows](/subscriptions/managing-subscriptions/churn-prevention-cancellation-and-pause-flows.md)
* [Klaviyo win-back flow for cancelled subscriptions](/subscriptions/subscriptions-klaviyo-integration/klaviyo-win-back-flow-for-cancelled-subscriptions.md)
* [Pausing, canceling, and reactivating subscriptions](/subscriptions/managing-subscriptions/pausing-canceling-and-reactivating-subscriptions.md)
* [How to integrate Roadmap with Klaviyo](/reviews/integrations/klaviyo-review-integration/how-to-integrate-roadmap-with-klaviyo.md)
* [Subscription auto-tagging](/subscriptions/getting-started/subscription-auto-tagging.md)
* [Use tags for discount eligibility](/discounts-and-gwp/using-gwp-and-discounts/use-tags-for-discount-eligibility.md)
* [Loyalty points × subscriptions](/subscriptions/storefront-and-accounts/loyalty-points-subscriptions.md)


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