Review members and feedback

The Analytics member table connects aggregate funnels to individual outcomes. Choose a trigger first so each row uses the correct recovery context.

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Choose a member view

Switch between:

• Recovered for members who returned
• All members for every member in the chosen trigger and time window

The recovered view can include member, plan, amount, channel, code, time, and status. The all-members view adds the triggering event, reason, call timing, and outcome. Use search, sorting, filters, and paging to find a member. Search covers available name, phone, email, and outcome details. Cancellation-family tables show 10 rows by default and can show 50 or 100. Signup recovery can show 10, 25, or 50. Filters and date windows apply to the current view. Remove the filters or choose All time when a known member does not appear. Click a row to open the full member profile.

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Interpret recovery amounts

A money status explains the current state:

• Paid means the provider recorded a collected payment.
• Pending means the member agreed, but collection has not happened yet.
• Lost means the recovered member later cancelled again.

Pending rows can include the expected collection date. A later provider event updates the row without erasing the earlier recovery story.

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Read call timing

The call-due value appears only when it helps explain pending work.

• A future access date means the access-loss trigger is waiting for that day.
• An overdue date means access ended before hyzl reached the member.
• A reached member needs no due-date warning.

An event remains visible when hyzl cannot call it. Signup recovery can name the blocking reason, such as missing contact data, region exclusion, provider health, or a paused workflow. Cancellation, trial, and access-loss views can show Parked without a specific reason.

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Signup recovery outcomes

The Signs up, never pays view uses outcomes specific to a never-paid member: A member without a name falls back to the phone number. Without either, the row states that contact details have not arrived. The signup view stays separate because these members never had an earlier subscription. It does not show irrelevant cancellation-plan fields.

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Review callbacks

Matched inbound calls appear on the member row with a phone marker. Multiple callbacks can show a count. A callback is contact, not an outcome. A member who called and later paid still shows Paid. Called back appears as the outcome only when the callback is the latest meaningful result. Use the callback filter to find members who called. Date-window rules still apply. Calls from numbers that hyzl cannot match appear separately or in the linked receptionist inbox. This keeps unmatched callers visible for follow-up.

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Review text replies

Matched text replies add a message marker to the member row. Use the text-reply filter to narrow the view. Texting is also contact, not a final outcome. A later payment remains the outcome even when the member texted first. A STOP reply adds an Opted out badge beside the member. The badge does not replace a recovery result. A member can opt out after paying. Unmatched texters appear separately when the dedicated recovery number owns the conversation. Each entry identifies the source number and recent activity.

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Read the member profile

The profile brings the member’s recovery story into one place:

• contact details and current provider state
• the event that entered the workflow
• outbound calls and voicemails
• call recordings with a scrubbable player
• synchronized transcripts that can seek the recording
• inbound callbacks and their recordings
• sent and received text messages
• offer delivery, link use, and code redemption
• payment, resubscription, or later cancellation

The timeline keeps events in order. Signup recovery begins with the signup or paywall event rather than a cancellation. Text conversations show both sides in reading order. Long conversations open on recent messages and let you reveal earlier messages. If a recovered member cancels again, the profile identifies the affected payment and date.

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Find feedback

Use Left because to review the reason collected during recovery. Open the member profile for the recording and transcript behind it. Reason categories come from what members said. They are not a fixed list. Members who gave no reason do not become a false Other category. Percentages use only members who provided a reason. The interface separately reports how many members did not explain why they left. hyzl classifies new feedback into the current categories and periodically reconsiders the grouping. Categories can merge or split as evidence changes. Feedback is qualitative evidence. Use it to improve scripts, offers, product experience, and support answers.