Turn plan-change requests into verified subscription outcomes.
When a customer asks to upgrade, downgrade, cancel, or understand their plan, ify uses account and subscription context, applies configured eligibility rules, takes an approved action where permitted, and verifies the resulting subscription state before the request is complete.
Change understood
Classifies the request as an upgrade, downgrade, cancellation, seat, or plan-information change.
Eligibility checked
Verifies the account, the allowed transition, and the tool scope against configured rules before acting.
State verified
Re-reads the subscription in the source system before the request is treated as complete.
Subscription support is not one workflow.
Upgrade, downgrade, cancellation, and plan-information requests share the same customer context but need different rules, permissions, and outcomes.
“Can you upgrade our workspace to Pro?”
Lena OrtizArcfield workspace
Identify the account
Matches the Arcfield workspace to its verified billing account.
SalesforceRead the current plan
Current plan Starter — 10 seats, monthly billing.
ChargebeeApply plan rules
Starter → Pro is an allowed transition; the tool scope is approved.
Upgrade and verify
Moves the subscription to Pro, then re-reads the state to confirm.
Chargebee
Workspace on Pro · state verified
Subscription lifecycle
How ify handles a plan-change request
The workflow is state-based: determine where the customer is now, what they are asking for, whether the change is allowed, then verify the resulting state.
“Move our workspace from Starter to Pro starting today.”
10 seats · Monthly billing · Effective today
- 01
Understand the requested change
Classify the request as an upgrade, downgrade, cancellation, seat change, billing-cycle change, or plan-information request.
- 02
Load current subscription context
Retrieve the verified customer, workspace, current plan, billing cycle, status, seats, entitlements, and other relevant account data.
- 03
Apply business and eligibility rules
Check whether the requested transition is allowed, whether approval is required, and whether there are conditions such as contract terms, outstanding balance, seat minimums, or effective-date rules.
- 04
Take the approved action
Use only the subscription capabilities explicitly exposed to the workflow. If the required permission is not available, route the request with the gathered context instead.
- 05
Re-read the resulting state
Confirm the plan, status, seats, effective date, or other expected fields in the source system before telling the customer the request is complete.
Policy and guardrails
Plan changes should be governed like business actions
Subscription management changes what a customer pays for or can access. The workflow needs more than an LLM decision — it needs configured customer context, plan rules, action permissions, and approval paths.
Make the decision boundary explicit
Verified account
Operate on the correct customer or workspace.
Allowed transition
Only move between permitted subscription states.
Scoped action
Use only the action the workflow is authorized to call.
Outcome check
Verify the source-of-truth state after the action.
Cancellation is a different risk class
A cancellation may require confirmation, retention logic, contract review, approval, or a human handoff even when other plan changes are automated.
Do not claim completion from an API attempt
An action request is not the same as a successful subscription change. Re-read the resulting subscription state before responding.
Separate read-only and action-capable setups
If the connected tools can only retrieve data, ify should explain the account state or route the requested change rather than imply that it was executed.
Connected subscription stack
The request starts in support. The answer lives across systems.
Subscription resolution often depends on customer identity, billing state, product entitlements, and the support channel in which the request arrived.
Helpdesk
Request and conversation
Customer context
Account and workspace
Subscription
Plan and billing state
Product / Entitlement
Access and usage context
Support outcome
Confirm and resolve
Verified outcomes
Every request should end in a known subscription state
The workflow is not complete when ify sends a message. It is complete when the customer has the right plan state, an accurate explanation, or reaches the correct human with the context already gathered.
Changed
The approved subscription update is verified in the source system.
Explained
No change was requested; the current plan or billing state is accurately returned.
Escalated
The request falls outside configured rules, permissions, or approval boundaries.
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Turn plan-change conversations into verified subscription outcomes
Connect support, customer context, subscription data, business rules, and approved actions so eligible requests can move from question to completed state.