We identify our customers in Customer.io with an id and an email, however, in-app messages will only be delivered when they are addressed to the cusomter’s id, why is that?
customers are not receiving in-app messages when using email
Best answer by Ramy
Hi there!
The correct identifier to use when sending your in-app messages depends on how your customers are being identified with our SDK and how our SDK sets the userToken
value with our Gist (in-app messaging) library. When an identify
call is sent to Customer.io, only one identifier can be used; even if the identify
call contains two profile identifier attributes. Whatever value you assign to identifier
(or id
in our web SDK) on the identify
call is going to be set as the Gist userToken
value.
Here's a breakdown of which identifier is used as the Gist userToken based on the identify
call structure, and the workspace type:
- In single-identifier (
id
only) workspaces The value assigned toidentifier
(orid
in our web SDK) on theidentify
call will be set as the profile'sid
value.
- In multi-identifier (
id
andemail
) workspaces If the value assigned toidentifier
(orid
in our web SDK) on theidentify
call is an email address, the profile'semail
value will be set as the GistuserToken
. Otherwise, if the value assigned toidentifier
(orid
in our web SDK) on theidentify
call is any other value, the call will use the profile'sid
value as the GistuserToken
.
What happens if you're using our web SDK and you're making a call like this?
_cio.identify({id:"abc123", email: "email@example.com"})
In this case, the value assigned to id
is what Customer.io sets as the Gist userToken
.
Once you know what userToken
value is set, you will know what your target audience should be. (https://customer.io/docs/send-in-app-message/#target-audience) If your in-app messages are only being delivered when they are addressed to the {{ customer.id }}
value, then you’ll need to keep the To:
field set to that value.
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