Recharge integration

Overview

The Recharge integration lets CoCo handle subscription actions inside the same WhatsApp conversation your customers already use to talk to your brand. After you connect Recharge, CoCo can link subscribers to contacts, support subscription self-service, and trigger Recharge-based flows.

Before you start

• An active CoCo account
• A Recharge account connected to the same Shopify store
• Admin access in Recharge so you can complete authorization
• A discount code ready if you plan to use a cancellation retention offer

Most setups take about 10 minutes.

Connect Recharge

What happens after you connect

Once Recharge is connected, CoCo begins using Recharge subscription data in customer conversations and across subscriber workflows.

• Existing contacts can be linked to their Recharge subscriber records
• New subscribers who message your WhatsApp number can be linked automatically
• Subscription status becomes available for targeting and support workflows
• Recharge events can be used in automated flows

Contacts that do not have a matching Recharge subscriber record remain unchanged.

Subscription actions in WhatsApp

With Recharge connected, CoCo can support common subscription actions directly in chat, such as:

• Skipping an upcoming order
• Pausing a subscription when supported by the subscriber's plan
• Cancelling a subscription
• Reactivating a subscription
• Changing delivery frequency
• Adding products to an upcoming order

This gives subscribers a self-service experience without sending them to a separate portal for every request.

Example experience

Subscriber: Hey, I want to skip my next order
CoCo: Of course — you'd like to skip your next delivery. Shall I go ahead?
Subscriber: Yes
CoCo: Done — your next order has been skipped. Let me know if there's anything else I can help with.

Configure cancellation retention

If you want CoCo to try to save a subscription before cancellation, set up a retention offer in the Recharge settings area.

1. Open the Recharge integration from Connections.
2. Enable the cancellation flow you want CoCo to use.
3. Add the discount code CoCo should offer when a customer tries to cancel.
4. Review the conversation prompt and adjust the wording to match your brand voice.
5. Save the changes.

A good retention flow can acknowledge the customer's reason, offer a discount, and optionally suggest alternatives such as pausing instead of cancelling.

Set replenishment timing and instructions

Recharge settings can also include the timing and guidance CoCo should use in subscription conversations.

Replenishment timing

Set how many days before a subscriber's next charge you want CoCo to treat the subscription as ready for a replenishment reminder or proactive flow.

Subscription instructions

Add internal instructions for how CoCo should talk about subscription management for Recharge conversations. For example:

• Use a specific brand term for subscriptions
• Prefer pause over cancellation when available
• Route upgrade requests to a separate program or team

These instructions help CoCo keep Recharge conversations aligned with your support policy.

Use Recharge in Flow Builder

Recharge can power proactive subscriber messaging through Flow Builder. Common use cases include:

• Failed payment recovery
• Win-back after cancellation
• Pre-charge upsells
• Replenishment reminders

Use Recharge triggers to start flows, then send WhatsApp messages with subscription context such as product, upcoming charge timing, or cancellation state.

Segment subscribers with Recharge data

After Recharge is active, subscription data can be used to build more targeted audiences in your contact segmentation workflows.

Typical segment ideas include:

• All active subscribers
• Subscribers to a specific product
• Subscribers with an upcoming charge in a date range
• Recently cancelled subscribers
• Subscribers affected by failed charges

This makes it easier to send subscriber-only campaigns, targeted recovery messages, and product-specific upsells.

Manage the integration after launch

You can return to the Recharge card in Connections at any time to review or update your setup.

• Adjust enabled subscription behaviors
• Update your retention discount
• Edit subscription conversation guidance
• Change replenishment timing
• Save updates with Save changes
• Use Disconnect if you need to stop the integration

What your customers experience

For subscribers, the experience stays simple: they send a WhatsApp message in their normal chat with your brand, and CoCo handles the subscription request in the same thread.

• No separate email step for routine subscription changes
• No need to leave the conversation for common actions
• Clear confirmations after a subscription action is completed
• Support for multi-topic conversations, where a subscription request and a general support question can be handled together

Frequently asked questions