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Campaigns

Questions on campaign setups, goals and triggers.

  • 212 Topics
  • 437 Replies
212 Topics
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giulia_gutzNovice
asked in Campaigns
Building a whatsapp automation with Twilio - messages not sent

Hi, in the past few days I have been trying to setup a workflow adding also the send out of whatsapp messages. Unfortunately nothing seem to work, even if the templates have been approved both by meta and twilio. I guess this might have something to do with the fact that Customerio still doesn’t support content templates from Twilio. Does anyone know a workaround to trigger whatsapp messages in workflows?

273
Felix
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kkaiser104Novice
asked in Campaigns
Webhook throttling

I’m using a series of webhooks to connect leads with custom objects in a customer journey. The campaign is triggered by a segment change, with users being added to Customer.io via manual upload — sometimes involving hundreds of new users at once. During testing today with a list of around 1,000 users, we encountered issues because the webhooks attempted to run simultaneously for hundreds of users at the same time. This caused excessive traffic and exceeded the allowed send limits. While the process eventually worked itself out, I’d like to explore alternative ways to configure the journey to control the flow of users into the webhooks more gradually. Does anyone have suggestions for pacing or throttling strategies?

172
boostmyemail
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SeyiNovice
asked in Campaigns
Campaigns and In-App Messaging Not Sending

Hi everyone, I'm experiencing issues with my Customer.io campaigns and in-app messaging. Initially, when we connected our app to Customer.io, I was able to receive in-app test messages. However, since then, I haven’t received any in-app broadcasts or API-triggered in-app messages. Additionally, I’m trying to build and test an in-app campaign, but it’s not sending. Here’s what I’ve tried so far: Testing In-App Messages – I successfully received test messages when we first set up our integration, so I know the basic connection was working. However, now I’m not receiving in-app messages from campaigns, broadcasts, or API calls. Reviewing Campaign Setup – I ensured that the campaign is published, the audience segment includes test users, and that the message timing conditions are correct. Checking API Calls – I reviewed our API request logs, and it looks like our track() and identify() calls are going through, but no in-app messages are being delivered. Verifying Device Registration – I ch

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Zoey LeeNovice
asked in Campaigns
Questions Regarding Customer.io Data Retention and Event Migration

I have a few questions: As we know, Customer.io only stores our events for 30 days, and data beyond that period is no longer accessible. Could you confirm if there's an option to extend the retention period? We have created two campaigns for email migration from Mailter to automate emails on customers who last visited beyond 3 days. We capture the timestamp using the built-in event_timestamp field in Customer.io. Do you see any concerns with this approach? How can we backfill the event timestamp for our new or old events through Customer.io? Since we are working on migrating more emails to Customer.io, we’re wondering if there's a better way to handle this. Looking forward to your insights. Best,Zoey

281
Felix
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Zoey LeeNovice
asked in Campaigns
How to identify churn user who's last login active date is more than X days ago

Hi, I’d like to set up workflow to send email for an user who hasn’t login our service more than X day. How would I do? if it’s possible to have built-in attribute on cio?

161
boostmyemail
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emilioseveriNovice
asked in Campaigns
How to run campaigns to over 1000 users

Hi everyone, I’m currently running a notification workflow called “Events” to inform all active users about upcoming happy hours and events. This campaign reaches over 1,000 users each time it’s triggered. Based on the platform guidelines, I understand that object and relationship campaigns won’t create journeys when the trigger event exceeds 1,000 people. I’ve reviewed the recommendations to refine the audience, but in this case, the broad reach is intentional, as the notifications are relevant to all active users. I wanted to check if anyone else has encountered this issue: • Have you found a workaround for campaigns exceeding 1,000 users? • Is there a better way to structure this type of automation without losing the intended reach? Would love to hear any insights or experiences from others in the community!

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filip.erlandssonNovice
asked in Campaigns
Delete people via webhook in campaign

Hi, I have created a deletion campaign triggering by a segment. So when you enter that segment you should enter the campaign and be deleted from CIO. So I have started to look at the webhook activity and read about the API documentation. But I am having a hard time to understand the settings in the webhook activity. What is the API URL? How do you set that it is the people in the campaign that is deleted? And how do you specify the authorization? Could anyone provide an example how to set up the webhook?

371
Felix
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giulia_gutzNovice
asked in Campaigns
Bug in typeform-triggered campaign: campaign doesn't deliver the correct email following the T/F branch condition

Hi all, I’ve been having some trouble with a typeform-webhook automatic campaign which is supposed to send two different emails according to the response submitted in the typeform. The typeform is correctly sending the attribute to customerio, however when I set the TRUE/FALSE condition based on the attribute inserting “attribute > contains > the value”, the email sent is always as if the condition matched was FALSE, even when the response submitted is TRUE. I have already tried with different options (caps lock sensitiveness, not using contains but “equal to”) but in any case it never works. The customerio assistance wasn’t able to help me and suggested I wrote in the community. Is there someone who experienced a similar bug? Thank you very much for your help

417
Felix
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filip.erlandssonNovice
asked in Campaigns
Best practice - One or several campaigns

Hi, I am new to CIO and trying to understand how to build campaigns in the best possible way (depending on the use case of course). We have in the previous MA tool built a standard kit of three emails: One email when you browse a product information page One email when you start the product flow but not completed (abandoned basket) One email when you successfully completed the product flow (onboarding) So I am currently a bit torned if you set up this as one campaign or three campaigns in CIO? What are the best practice and what are the pros and cons? Best Filip

351
boostmyemail
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sbattistaNovice
asked in Campaigns
How to follow-up NPS responses in an external tool?

Hi everyone, I wonder if it’s possible to send my NPS responses to an external tool using actions or any other way. I tried using a webhook and Make, but I didn´t get the number in the response, only whether the person clicked the in-app message. Has anyone done this in the past?

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filip.erlandssonNovice
asked in Campaigns
Possible to re-enter with fixed intervals setting

Hi, I am trying to understand how the fixed intervals setting works. We want to have a campaign triggered on a mix of segments. This should run every day (so using the fixed intervals with 1 day) and in the workflow we select a % portion (random cohort) to receive two emails. Rest will exit directly. But I am wondering how it works with re-entering the campaign if you fall out of the trigger segment and then, lets say two weeks later, you are in the segment again. Will you then re-enter the campaign? Or are you only re-entering the campaign at the fixed interval up until you are out of the segment the first time? So for example this journey for a person: 2024-12-10: In the segment and enter campaign 2024-12-11: In the segment and re-enter the campaign due to fixed interval (and not still in the campaign journey from previous day) 2024-12-12: Not in the segment anymore and does not re-enter campaign 2024-12-13: Back in the trigger segment again. Does re-enter the campaign again? Best Fi

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divinetomedy
divinetomedyScholar
asked in Campaigns
How to add legacy users to a segment without triggering a campaign?

Hi there, I’m in a situation where I have 16 users that need to get added to a segment (they joined before we were automatically adding people to that segment, so I need to do it manually). However, I don’t want them to go through the campaign that triggers when users enter that segment. Anyone have a clever way to do that? I was thinking I could create a new user property like “Skip X campaign” for just those users, and put a trigger condition on that campaign, but, it feels brittle and I’d like to avoid the cruft of maintaining a temporary property forever. I also thought that maybe I could briefly pause the campaign, or switch it to “Queue drafts” instead of “Send immediately”, while I quickly manually enter those folks...but that feels dicey? Or maybe it’s not? Anyway, any good ideas are appreciated - thanks!TOM

323
boostmyemail
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Uzair Abdullah GurchaniNovice
asked in Campaigns
Transactional vs. Campaign Emails for Website Queries: Best Practice Insights Needed.

Hi Community, I’d like your insights on a scenario we're discussing regarding whether certain emails should be categorized as transactional or remain as campaign-triggered in Customer.io. We’ve set up a campaign for website queries where an email is sent to both our internal team and the client who submitted the query. Currently, these emails are part of a campaign, but the question arose about whether they should instead be classified as transactional. Here’s what I understand: Customer.io Guidance: Transactional emails are often used for event updates, client-focused communication, or sensitive information. Difference Between Campaigns and Transactional: It seems transactional emails are exempt from "Message Limits," making them ideal for essential messages like password reset requests. Given that website queries are internal-focused but also include client-facing elements, I wonder: Would moving these emails to transactional be more effective, or does keeping them in campaigns make

341
digitalisierungsprofi
divinetomedy
divinetomedyScholar
asked in Campaigns
Using "null" in a condition

Hi there, I’m not sure how to handle NULL values in my incoming event data. Specifically, I want a conditional true/false branch based on whether an event attribute’s value is NULL, or whether it’s populated (it’s normally a epoch timestamp, so, an int I think). It’s the “crossed_at” attribute here: And here are my options for the conditional branch: For “does not exist”, will that include attributes that technically DO exist but have a value NULL? I wish there were one that said “is null”. Even better would be to have that one PLUS “is blank”, which would indicate “either missing or null or empty string”, which is super handy. Anyway, does anyone know how to definitively branch on NULL? I could experiment with a bunch of these, but thought I’d check with the community (cough...Felix...cough :) first. Thanks,TOM

1435
Ryan_cio
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BarakSNovice
asked in Campaigns
Automated weekly sending

Hi I have a loyalty program based on levels (1-5). for each level i have different promotions i would like to promote. Users can enter and leave each level according to their activity within the app. For example, i would like to send to all users in level 3 a push every Tuesday and Friday. I created the campaign already but im not sure its working well. I configured the trigger for users who are in segment = level 3. Then created a time window, to wait to Tuesday & Friday. Then created a push with a condition for users in level 3. Looks like it worked the first time, but im not sure it working as a recurring campaign. Any ideas? Thanks

613
Byron
divinetomedy
divinetomedyScholar
asked in Campaigns
Insert users into a step of a campaign?

Hi, I recently created a new campaign which works great for new users, but I probably have about 50 users for whom only the 2nd half of the campaign is appropriate (since I’ve already manually reached out to them and sent them a version of the initial emails/correspondence). Is it possible just to “insert” them into a campaign at a particular step, like in a waiting block? I’m assuming the answer is no, in which case, I’m guessing I should just create a copy of the first campaign and eliminate the first half of it, then send the rest to those users. Is that the best approach? Thanks,TOM

662
divinetomedy
divinetomedy
divinetomedyScholar
asked in Campaigns
Confusion over campaign segment triggers vs filters vs exit criteria

Hi there, I have a couple of very-simple campaigns, and I’m sorta overwhelmed by the complexity in setting them up. Here’s a classic example: I want to automatically send an email to anyone who doesn’t click our email “magic link” to complete their account setup after, say, 1 day. I have a segment called “hasn’t yet tapped magic link”, which is for users who have given their email but not created an account. So, I create an account called “Magic link problems” and choose “Segment change” as my trigger, i.e. when users ENTER the segment. My campaign goal, then, is for them to LEAVE the segment. When I set this, it asks if I also want to add this as my filter to my trigger. What’s kinda annoying is that it’s suggesting I should add the filter, but in this case, it’s completely redundant...right? Then my exit criteria could be literally any of these: Achieve the goal Stop matching the trigger/filters Achieve the goal OR stop matching the trigger/filters And in this case, since I’m just se

322
divinetomedy
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KatennNovice
asked in Campaigns
update unique identifier - id

Hi guys, Can we run a campaign to update/create a person and then update id value = email value? In our account, id is the unique identifier. When I tried to run this kind of campaign, the people in the campaign weren’t updated. The reason is “reason: "Cannot change an immutable identifier” Thanks, guys.

863
Byron
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atrivinoNovice
asked in Campaigns
Formatting dates in the trigger payload based on user's locale setting (Api Tiriggered Broadcasts)

I have an API-triggered broadcast that have date attributes, “EffectiveDate”, “UpdateDate”. In the message I want to send out in my broadcast, I would like to format these dates according to the user’s locale which is in the user record. For example, I would like the following: For long dates: en-US: June 17, 2024 en-CA: June 17, 2024 fr-CA: 17 juin 2024 de-DE: 04. Oktober 2024 For short dates: en-US: 10/04/2024 en-CA: 2024-10-04 fr-CA: 2024-10-04 de-DE: 04.10.2024 How do I accomplish this?

531
Penny
divinetomedy
divinetomedyScholar
asked in Campaigns
How exactly does the Time Window work, in a workflow?

Hi all, Here’s the article on Delivery Time Windows. It doesn’t mention how “Action Conditions” are used. What exactly happens? Does the workflow end if the Action Conditions are not met, whereas it proceeds if they are met? I’m trying to achieve the following, but can’t figure out how to do it. As part of our activation workflow, we want to send users an email on a Friday morning IF they haven’t completed a specific task (event) by then. But we’d like to give them a full 2 days to complete it, so for example, if they sign up early Fri morn, we don’t want harass them with an email immediately. I can’t figure out how to do this in a workflow? I was hoping that Delivery Time Windows would split the path if a condition was met, but it doesn’t look like it does. Any other ways to achieve this? Thanks! TOM

714
divinetomedy
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AngelicaNovice
posted in Campaigns
Can I create a workflow that is the "second step" of another workflow?

Is there a way to create a workflow that would receive the people who accomplished the goal of a previous workflow? Do you have any idea of how to create this?

522
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JeffMahanScholar
asked in Campaigns
How do I control for frequency of messages a user receives?

Can I do this per channel or cross-channel? How about frequency across all my campaigns? For example, if I have one user in 3 campaigns and I only want them to receive a maximum of 3 messages per week, is there a way I can set up that rule in Customer.io?

2553
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jmshoeNovice
asked in Campaigns
Rate Limiting API Calls in Campaigns?

Has anyone found a good way to rate limit API calls in campaigns? Currently I’m using a series of random cohort branches and minute interval wait times to space out batches of customer moving through the campaign.

1345
Penny
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eldar99Scholar
asked in Campaigns
sync manually updated attributes

Hi there!in CIO we have several person attributes that are being updated manually from CIO User Interface.So we were looking for a solution on how to sync this attributes with another service we are using (Helpscout in out case).Since the attributes are being updated manually i could not find any trigger to catch when it is happening.So i decided to create a segment of people, that have at least 1 manually updated attribute. and first campaign that runs within this segment at fixed intervals once a day. since once a day sync is not an option for us, inside created campaign i send an event every 15 minutes ​​​​​​​The event that is being sent every 15 minutes, fires the second campaign, that calculates a checksum based on the manual attributes values, and if at least one of the attributes has changed, sends updated attributes to helpscout via webhook. ---i would like to clarifydoes it seem like a workaround ?or there is a better way to accomplish this ?is there any Customer IO limits, th

831
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rushil23Scholar
asked in Campaigns
API Broadcast Trigger Idempotency 2

How do I guarantee idempotency when triggering an API broadcast?

543
Kratai P.

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