Subscription ecommerce retention
Handle recurring cancellation conversations for a Shopify brand with enough ticket volume to justify a specialized system.
Independent tool overview
Hoop at a glance
Hoop is now an AI retention agent for Shopify subscription brands, not the meeting-and-task manager described in its older listing. It handles cancellation conversations in a connected helpdesk, chooses approved pause, swap, cadence, or discount offers, and writes accepted changes to Recharge or Skio. The focused workflow can reduce manual retention work, but it needs strict customer-consent, billing, privacy, fairness, and cancellation-friction controls.
Visit the official Hoop site ↗
- Current product
- AI cancellation and subscription-retention agent
- Best fit
- Shopify subscription brands using supported helpdesk and billing tools
- Pricing
- Custom quote based on cancellation volume
- Former product
- The Slack, email, and meeting task manager was shut down in 2025
- Reviewed
- August 31, 2026 using current first-party product, integration, privacy, and legal pages
Overview
What Hoop is
Hoop's product changed materially in 2025. The company shut down its AI task manager after Slack restricted the data access that powered automatic task capture, then rebuilt around subscription-cancellation support. Readers looking for the former Slack, email, and meeting to-do list should use a task-management alternative.
The current Hoop product watches cancellation tickets in Gorgias, Zendesk, or Kustomer, uses Shopify order context, and can apply accepted subscription changes through Recharge or Skio. It is designed for a narrow, revenue-sensitive moment rather than general customer support.
A brand writes its retention rules and offer library in plain English. Hoop asks why the customer wants to leave, selects an allowed response such as a pause, swap, frequency change, or discount, and records the reason, offer, outcome, and subscription value.
Onboarding starts in a sandbox and draft mode so staff can review responses before automation is enabled. Hoop says most teams can connect through OAuth in about 20 minutes and move from setup to live use in roughly a week, but that is vendor guidance rather than a guaranteed implementation timeline.
Pricing is sales-led and scales with cancellation volume. A serious evaluation should compare the quoted fee with incremental retained margin—not headline saved revenue—and include the costs of discounts, extended subscriptions, refunds, support escalation, implementation, and compliance review.
Use cases
Who Hoop is best for
The strongest fit depends on the job you need the product to complete, not the size of its feature list.
Structured save policies
Turn approved pauses, swaps, cadence changes, and discounts into a consistent plain-language decision policy.
After-hours cancellation coverage
Respond to cancellation tickets when staff are offline while keeping escalation rules and a direct cancellation path.
Retention experimentation
Compare approved offers by cancellation reason or segment while measuring margin, complaints, customer experience, and fairness alongside save rate.
Capabilities
Core Hoop features
Cancellation-ticket detection
Picks up cancellation requests from a connected Gorgias, Zendesk, or Kustomer queue rather than trying to automate every support topic.
Conversational reason capture
Asks why the subscriber wants to leave and records the response for downstream analysis.
Policy-based offer selection
Uses the brand's approved rules and customer context to choose a pause, product swap, cadence adjustment, or discount.
Subscription write-back
Applies an accepted change in Recharge or Skio so an agent does not need to copy it manually.
Shopify context
Reads relevant order, product, subscriber, and customer history from Shopify to inform the conversation.
Draft and sandbox modes
Lets a team review early replies and test policies before allowing customer-facing automation.
Retention scorecard
Tracks cancellation reasons, offers, outcomes, save rate, and reported recurring revenue retained.
Plain-language experiments
Teams can revise a retention policy and compare offer performance without rebuilding macros or decision trees.
Process
How the Hoop workflow works
Step 1
Define the cancellation standard
Document when the system must cancel immediately, what clarifying question is permitted, which jurisdictions or channels require a one-step path, and when a human must take over.
Step 2
Set offer and authority limits
Specify eligible products, maximum discount, pause length, swap rules, exclusions, stacking behavior, inventory constraints, and who can approve policy changes.
Step 3
Review data and contracts
Map the ticket, commerce, and billing data Hoop will receive; execute the necessary privacy and processing terms; and confirm retention, deletion, incident, subprocessor, and international-transfer requirements.
Step 4
Connect with least privilege
Use dedicated OAuth access and limit the helpdesk queue and subscription actions to what the retention workflow actually needs.
Step 5
Audit historical ingestion
If providing the advertised 90 days of cancellation history, remove unnecessary sensitive data and verify that the sample represents current policy and customer populations.
Step 6
Test in draft mode
Review replies for tone, truthfulness, accessibility, correct eligibility, price math, discrimination, coercion, and faithful execution of an explicit cancellation request.
Step 7
Launch gradually
Start with a narrow queue, low-risk offers, clear escalation, and a kill switch; reconcile every accepted offer against the helpdesk, billing system, and customer confirmation.
Step 8
Monitor customer outcomes
Track save rate with net margin, refund and chargeback rates, time to cancel, repeat contacts, complaints, CSAT, policy exceptions, demographic proxies, and unauthorized billing changes.
Cost
Hoop pricing and free plan
Hoop does not publish a fixed self-serve price. The current site says pricing scales with cancellation volume and requires a demo. Ask for the full recurring fee, implementation cost, volume bands, overages, contract term, renewal increase, sandbox access, support, and data-processing terms before modeling ROI.
Custom subscription-retention plan
Contact sales
A tailored implementation for supported Shopify subscription stacks, priced according to cancellation volume.
- No public dollar amount
- Pricing scales with cancellation volume
- Setup includes integrations, historical analysis, policy drafting, and sandbox review
- Confirm minimum commitment, overages, implementation fees, and renewal terms
- Model value on retained contribution margin after discounts and service cost
Pricing checked . Check current pricing at the source ↗
Assessment
Hoop strengths and limitations
Where it stands out
- Focused on one measurable workflow instead of attempting to automate an entire support operation
- Connects the customer conversation to the accepted subscription action
- Draft mode and sandbox onboarding create a practical human-review stage
- Plain-language policy editing can make offer rules easier for CX and retention leaders to inspect
- Reason, offer, and outcome logging can reveal upstream product, pricing, or delivery problems
What to consider
- Hoop is no longer the AI task manager described in older reviews and search snippets
- The current product is designed around a specific Shopify, helpdesk, and subscription-billing stack rather than every commerce platform
- Pricing is not public, making independent cost comparison difficult before a sales call
- The system processes sensitive customer conversations, order history, financial context, and subscription state across several connected vendors
- An incorrect reply or write-back can create unauthorized discounts, pauses, swaps, cadence changes, or cancellation failures
- Retention automation can become a dark pattern if it delays, obscures, or pressures a customer who has clearly asked to cancel
- Segmented offers can create unfair or discriminatory treatment and should be reviewed for protected-class proxies and consistent eligibility
- Vendor case studies and calculator scenarios are marketing evidence, not guaranteed save rate, revenue, or implementation outcomes
- Hoop's privacy policy says minimum necessary text is sent to OpenAI for responses; teams still need a current data-flow, retention, and subprocessor review
Compare
Hoop alternatives
The right alternative depends on the specific output, workflow, controls and budget your project requires.
Business Operations
Sierra
A broader customer-service AI agent platform when the organization needs more than subscription cancellation and retention.
Explore Sierra →Business Operations
Intercom Copilot
An agent-assistance option that keeps a human support representative in the loop rather than specializing in autonomous save conversations.
Explore Intercom Copilot →Project Management
Reclaim AI
A scheduling and productivity alternative for readers who arrived looking for Hoop's discontinued task-manager product.
Explore Reclaim AI →Business Operations
Zapier
A flexible automation layer for teams that prefer to assemble their own helpdesk, approval, billing, and audit workflow.
Explore Zapier →Questions
Hoop FAQs
What does Hoop do now?
Hoop is an AI retention agent for Shopify subscription brands. It handles cancellation conversations in a supported helpdesk, chooses from approved offers, and can apply accepted changes through Recharge or Skio.
Is Hoop still an AI task manager?
No. Hoop shut down the product that captured tasks from Slack, email, and meetings in 2025 after a Slack data-access change and other business constraints. The current product is focused on subscription retention.
Which tools does Hoop integrate with?
The current integrations page lists Gorgias, Zendesk, and Kustomer for helpdesk work; Shopify for commerce context; and Recharge or Skio for subscription billing.
How much does Hoop cost?
Hoop publishes no fixed dollar price. It says pricing scales with cancellation volume and provides a quote through a demo.
Can Hoop automatically change a subscription?
Yes. When a customer accepts an approved offer, Hoop can write a pause, swap, discount, cadence change, or related action to a supported billing tool. That makes permission scopes, policy limits, reconciliation, and audit logs essential.
Does Hoop require human review?
Hoop starts onboarding in draft mode so the team can review replies, then allows automation once the brand is confident. High-risk cases, explicit cancellation demands, policy exceptions, legal threats, payment disputes, and vulnerable customers should retain immediate human escalation.
Does Hoop send customer data to an AI provider?
Its privacy policy says Hoop sends the minimum text necessary to OpenAI to facilitate responses and that those requests are not used to improve OpenAI models. Buyers should still verify the current agreement, subprocessors, retention, region, deletion, and incident terms.
How should a brand measure Hoop?
Use incremental retained contribution margin after discounts and service cost, then pair it with time to cancel, repeat contacts, refunds, chargebacks, complaints, CSAT, policy violations, and treatment consistency. Save rate alone can reward customer friction.
Bottom line
Our Hoop verdict
Current Hoop is worth evaluating for a Shopify subscription brand with meaningful cancellation volume, supported systems, and mature policy oversight. Its narrow scope and billing write-back are the advantage; they are also why a buyer should demand sandbox proof, clear cancellation safeguards, auditable eligibility rules, and a margin-based business case before enabling autonomous replies.
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