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Show & Tell

Share your success, or use case in the Customer.io Platform

  • 70 Topics
  • 15 Replies
70 Topics
J
John MacGaffeyNovice
posted in Show & Tell
Merge duplicate records in a campaign using webhooks

The problemOur customer.io workspace only has user_id enabled as an identifier for contacts. This is typically fine, except for when collecting email leads for people who may or may not have an account (and therefore a user_id).When someone provides us with their email through a lead capture form, we need to send them a campaign until they create an account. At that point, they need to switch over to receiving our onboarding campaign instead.However, because they receive a different user_id when they create an account, there’s not a native way in customer.io to attribute their conversion / early exit criteria to the first campaign (without enabling email identifier globally for the workspace). The workaroundWe set up a campaign that fires every time someone creates a new account. It uses a webhook to query our workspace’s API to check if there’s a duplicate email address that we acquired through a lead capture form. If it finds one, it makes another webhook call to merge those profiles

1
Spaceman
3 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Integrating Third-Party Services with Customer.io

If Customer.io does not have a native integration available for a third-party service listed in our native database integrations, you can still build your own connections. Here are several methods to integrate third-party services with Customer.io: Direct API IntegrationThis method is ideal for users who are comfortable working with APIs. Customer.io provides two primary APIs to facilitate integration: Track API - This provides ways to send real-time customer data to your Customer.io workspace.  It enables you to track events and manage customer profiles. App API - This provides ways to trigger messages and retrieve information about people, campaigns, broadcasts, and more. It is a versatile tool for managing various aspects of your marketing automation within Customer.io.Incoming webhooksWebhook-triggered campaigns let you use your JSON data in Customer.io, without having to reshape it using Zapier or another product first. Where our traditional workflows trigger based on a person, a

400
Customer.io
3 months ago
boostmyemail
boostmyemailNovice
posted in Show & Tell
How to connect a website form to Customer.io using custom forms

Hey everyone, I remember it took me a second to figure out how to work with Customerio’s form scanner when it came out. So I put together a video tutorial of how to set it up. Hope that it is helpful! 

0
boostmyemail
3 months ago
M
mikewongNovice
posted in Show & Tell
Fix typos in Customer.io attributes — for real

ProblemYou have a form on your website to collect email addresses, but users enter their email with a typo and you’re unable to deliver email to them. E.g. example@gmial.com instead of example@gmail.com. SolutionI found this article in the customer.io docs titled “Fix typos in attributes”. However, it really should be titled “How to remove an attribute from a record” because it doesn’t fix a typo, it just removes an attribute.Here’s how I fixed a common typo (that we were seeing) using JavaScript and some RegEx.Step 1Follow steps 1 and 2 in the above referenced article to create a segment that captures the misspelled attribute and to create a campaign using your new segment.Step 2Use the Create or Update Person action in your workflow For the attributes to change, choose: ATTRIBUTE: email VALUE: JavaScript In the JavaScript field, I added:return customer.email.replace(/@gmial\.com$/, '@gmail.com');I appreciate how customer.io has the Preview attribute changes section that allows me/u

0
M
4 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
How to Round Content Areas and Images using HTML/CSS in Drag-and-Drop Editor

Rounding content areas and images can add a visually appealing touch to your web design. Here's how you can achieve this using HTML/CSS: Rounding Content AreasTo round the whole content area of a row, you can insert and HTML Block that will allow you to write custom HTML and CSS for that specific content area:Here's an example using the border-radius property to round a content area with a green border:<div style="border: 3px solid green; border-radius: 16px;"> <!-- Your content here --></div> Rounding ImagesTo round images, you can use the border-radius property in CSS. Here's an example:<img src="your-image.jpg" style="border-radius: 50%;">Adjust the border-radius value as needed for different levels of rounding. ConsiderationsAlignment: When adding custom HTML/CSS within templates, ensure proper alignment by testing and adjusting as needed. Cross-browser Compatibility: Test your rounded content and images across different browsers to ensure consistent render

1310
Customer.io
5 months ago
O
Outscal
asked in Show & Tell
Moving customer up in a workflow? (Loop)

How can I create a infinite loop in a workflow. Let’ customer go through the workflow once, if they don’t meet the goal then move them back to middle of workflow, not top.

3
E
8 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Generating Metrics Reports at Object-Level instead of Profile-Level

 Introduction This tutorial addresses an issue some users have experienced - needing to create a metrics report at an institution-level instead of the default contact-level. This is especially relevant for our B2B users whose analysis demands might require them to assess metrics based on institutions rather than individual contacts. ProblemThis is the problem that a customer approached us with:I'm reaching out to you because we have some issues with the Metrics report that the system provides. We are a B2B company, and therefore we need to see the Metric views in the level of institution and not in the level of contacts (people). We upload the contacts list that connects to institutions ("relationship"). Is there an option to create metrics report in an institution level and not in contacts level? SolutionIn general, we only offer aggregate metrics on a campaign/broadcast level. We don't currently offer these on a profile or objects basis, however if you're interested in doing the data

230
R
8 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Export Data from activity logs

 Introduction At times, it may be necessary to analyze the user activity logs outside the Customer.io environment. Doing so can offer greater flexibility, especially when using other applications for detailed data analysis purposes. Although directly exporting the logs is not available, there are alternatives that can be quite effective. ProblemAn issue arose on the necessity to export a CSV from the activity logs within Customer.io, with the goal of tracking and analyzing user activity on a platform. There was also an inquiry about the possibility of sending user events other than email opens and clicks to another app. SolutionHere is the response to this question from our Support team:Getting right into your concern here, I’m afraid there’s no way to export data from the Activity Log. We have an open request for a feature like this that our team is tracking feedback on and I have upvoted it on your behalf so that our Product team knows this is something that would be useful to you.In

3011
A
8 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
How to Send SMS with Third-Party Gateways in Customer.io

IntroductionIn this post, we'll explore how you can send SMS using third-party gateways in Customer.io. By default, Customer.io integrates seamlessly with Twilio for SMS delivery. However, if you prefer to use a different SMS gateway service, this guide will show you how to do it.ProblemSometimes, you may have a specific requirement to use a third-party SMS gateway instead of Twilio. However, since Customer.io is primarily built to work with Twilio, you might be unsure if it's possible to send SMS via other gateways.SolutionThe good news is that sending SMS with third-party gateways is indeed possible in Customer.io. You can achieve this by leveraging webhooks inside your campaigns. To get started, follow these steps:1. In your campaign, add a 'Send and receive data' action by clicking on the '+' button.2. In the action settings, choose 'Add Request'.3. Configure the webhook URL to point to the API endpoint of your preferred third-party SMS gateway service. This is typically provided b

2600
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
How to Duplicate Workflows across Different Workspaces

Introduction This post is going to cover guidance on duplicating existing workflows to a new workspace. Please note, this is only doable across workspaces and not accounts. ProblemThe issue that was initially raised to the Support Team, was a customer who wanted to create a new Customer.io account for an alternative version of their web platform. The plan was to copy existing email campaigns over to the new account and modify them as necessary. A query was raised regarding the feasibility of replicating workflows and campaigns across different accounts. SolutionAt Customer.io, accounts are independent of each other, meaning that campaigns and workflows cannot be copied across accounts. However, it is possible to copy workflow items across different workspaces within the same account.The "workspace" for the new web platform you will be setting up should be under the same Customer.io account. If you haven't created a new workspace, you can do so via this guide: https://www.customer.io/do

4511
G
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Achieving Custom Letter Spacing in Customer.io's Drag-and-Drop Email Builder

Achieving Custom Letter Spacing in Customer.io's Drag-and-Drop Email Builder ProblemA user experienced a challenge when trying to apply a custom letter spacing to text within their email design on the drag-and-drop email builder. They want to set the letter spacing to -0.3, but the default format only allowed whole number values between 0 and -1. The user aimed to find a workaround that would enable them to achieve the desired design. SolutionTo solve this issue, apply font-relative units of measurement such as em and rem as opposed to absolute units like pixels (px).It's important to note that pixels are an absolute unit, so when you set the font size to 24 pixels, it's going to be 24 pixels. Rems, on the other hand, are relative units that are based on the document's font-size. REM does not translate into px as such, therefore you would need to adjust it accordingly to the font space you would like to achieve. Here’s a handy guide on how to go about it:1. Launch the drag-and-drop ema

410
Customer.io
11 months ago
K
KatennNovice
asked in Show & Tell
How to create an in-app message that customer can fill-in their reply

Hi guys, Any way we can create an in-app message that customer can fill-in/type in their opinions in that pop-up 

1
Byron
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Linking and Correlating Two Events in a Campaign

 ProblemA customer reached out to ask if it was possible to correlate one event to another. In their case, they wanted to start a campaign when a patient performs an event for “sent message”, and then have them wait for a separate event to be sent from their clinician (“message replied”) to move onto the next campaign action. SolutionTo resolve this issue, it is suggested to include an identifier (e.g., 'message_id') in the event data for each of these events. This identifier will enable you to connect both events.The 'Wait until' condition, a feature on the Customer.io platform, can be utilized effectively here. Once the 'message_id' is implemented for both events, use the 'Wait until' condition to match these IDs before proceeding with the campaign strategy. This way, you can ensure the correlation between the patient's most recent message and the clinician's response. We realise that this isn’t the most straightforward way to achieve the goal, and are always doing what we can to sol

480
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Editing the Schedule and Send Rate of an Already-Started Broadcast

 ProblemYou might have already started a broadcast intending to send out newsletters but realized that you need to edit its schedule or the send rate. Unfortunately, within the Customer.io system, editing the schedule gets disabled within 5 minutes of the scheduled time and once the broadcast starts sending, it becomes impossible to edit the Send Rate Limit or other aspects of the broadcast. SolutionUnfortunately, editing the scheduled time is disabled within 5 minutes of the scheduled time; at which time, you can only Cancel the Schedule:Furthermore, once your Broadcast Scheduled time arrives and the Broadcast starts sending, I'm afraid it is not possible to edit the Send Rate Limit or other facets of your broadcast aside from Stopping the Newsletter from sending, for that matter. However, if you do find an error in your settings that you wish to fix, one avenue to explore would be to:Stop newsletter sending for your original Broadcast Create a new Broadcast with the same/new content

950
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Resolving the 401 Unauthorized Error with API Key in EU Data Center

 Introduction When integrating with the API of Customer.io, encountering a 401 unauthorized error can be a common but puzzling issue for some of our users, especially those located in the EU data center. This post will walk you through the steps to resolve this issue. ProblemThe problem occurs when sending a request to the api.customer.io/v1/segments address with the API key created by the user. This key is sent with the Bearer prefix under the Authorization heading in the headers section, which results in triggering a 401 unauthorized error. SolutionTo rectify this problem, it is essential to use the EU API endpoints for the API request if your account is based in the EU data center. It is equally important to ensure that the Tracking API keys from the workspace settings which are Basic Auth are in use and not the App API keys.You may find the specific API endpoint details at our document here: Specific API endpoint document. For more clarity on the authentication process refer to: Au

3260
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
How to Bulk Delete Draft Emails in Customer.io

 Introduction At times, you may find yourself with a surplus of draft emails that you don't require in your Customer.io account. This excess could result from actions like importing an existing customer database. You might think deleting thousands of such drafts individually is the only way, however, that's not the case. This tutorial will show you how you can delete all these drafts at once. SolutionYou can easily delete your drafts in bulk on Customer.io. Here are the steps for it:1. Navigate to the section with the drafts, but don't check any checkboxes.2. Click on the 'delete all' button.3. A confirmation alert window will pop up. Click on 'Yes, delete drafts' to proceed.Following these steps will delete all the drafts within the selected section. 

640
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Webhook-Triggered Campaigns vs Events

 Introduction Webhooks offer a great way to integrate your platform with Customer.io. However, users often find that standard messaging actions such as emails are not available in webhook-triggered workflows. This post discusses this challenge and proposes viable workarounds. ProblemThe issue arises when trying to trigger a campaign using a webhook. The availability of standard messaging actions seems to be limited in such scenarios, posing a hurdle that needs to be addressed. SolutionAs webhook-triggered campaign are set up to deal with incoming data, they aren't necessarily attached to a profile. This is why standarad messing actions such as email aren't available in webhook-triggered workflows.What you can do, is send an event back to Customer.io from your workflow. This will allow you to trigger a campaign for a specific profile and any messaging involved in that. Here is what this would look like on a high level:Webhook campaign is triggered based on incoming data Event is sent ba

720
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
How to create a segment based on specific object IDs in Customer.io

 Introduction In this tutorial, we will go through the process of creating a segment in Customer.io based on specific object IDs. This is a common procedure for many of our users who want to target customers that belong to a specific number of company IDs.ProblemThe challenge arises when regular expression characters, specifically the '|' character, don't seem to work as expected. This can happen when you're trying to include multiple object IDs in your segment.For more information, you can refer to the segment details here. SolutionJumping right into the question here, the reason why the regex character | isn't working is often because you are using the is equal to operator. As per our help docs, regex will only work when using the contains operator. The tricky thing with contains though is that the value needs to be a string, and since object_id is not a string, you would need to continue to use is equal to in order to get any results.In summary, this means that you would need to bui

620
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Stitching Data from Two APIs Together in Customer.io

Introduction Managing Customer.io data from multiple APIs can be a challenge, particularly when users need to stitch disparate data points together. This post outlines a solution for handling different identifiers in separate APIs—namely, email and Auth0— in a way that yields a unified customer profile. The ProblemIn this scenario, a user operates two APIs. One sends customer data using email as an attribute, and the other uses Auth0 as an ID. The goal is to combine or 'stitch' this data together. Consequently, the user is thinking about reconfiguring the first API's id to match the second API's id, thereby promoting the email to an attribute.Auto Merge guidelines The SolutionThis solution is only applicable for workspaces that have both email and id as the identifiers (multi-id). Here is what our support team had to say about this case:Your initial identify call could actually contain both the email test@email.com and the id value auth0|123, and then for subsequent identify calls, you

290
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
How to Send Campaigns on Specific Dates

 Introduction When operating a campaign on our platform, you may encounter the need to send certain information based on a specific quarterly schedule. This is a unique request, as the platform does not have a direct built-in feature to address this need. However, there are several workarounds that can be applied to achieve your goal. ProblemA user desired to disperse a campaign, titled 'Quarterly Low Spenders', on distinct dates throughout the year (April 1, July 1, and October 1). Each of these dates would trigger a different email from the campaign. SolutionUnfortunately, we do not have a feature that would allow you to send a campaign quarterly on specific dates. However, we do have an open feature request related to this, and I have upvoted it on your behalf so that our product team knows that it would be useful to you.That said, API-triggered broadcasts can be scheduled to send quarterly on specific dates. You can also trigger them on a particular date via the API.If a broadcast

2250
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Tip: Don't Forget Action Conditions!

Have you ever looked at a journey and noticed that one (or more) of your customers has “skipped” a certain action? It can be a little concerning at first glance, but look a little closer and you will see a very common explanation...Within your workflows, you have access to a feature called an “Action Condition”.Action Conditions are optional checks you can add to any delay or action in your campaign. The conditions are checked against the customer just before entering the delay or performing the action.If the Action Conditions are not met, the action is skipped, and the customer continues on through the campaign.Here’s how that looks inside the workflow builder:Action Conditions can give you a lot of very granular control over individual actions in your workflow. They’re sometimes forgotten about, so make sure you explore them next time you’re building a campaign!

220
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Send a Sequence of Daily Emails

Introduction If you are setting up a campaign and wondering about the subsequent sending process, you are in the right place. The common question that arises is whether setting a Time Window is enough for consecutive day emails to be sent at a specific time or if there is a need to further separate them using a time delay. This post provides a comprehensive explanation of the process. SolutionWe recommend using both a time delay and time window to effectively send emails consecutively at 7am each day. Here's why: the time delay ensures that emails are sent with a full 24-hour cycle or a set amount of time in between, while the Time Window guarantees that the email is delivered during a specific time range. You can sequence these together like this:Configure the Time Window to ensure that the email goes out at 7 am Set a time delay to ensure that a full day passes between emailsHere is what this could look like:ResourcesDelivery Time Window Documentation Example of Using Delays Document

1800
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
How to dynamically increase the value of an attribute with Liquid

IntroductionThis article will guide you on how to increment an attribute value dynamically in a workflow. You can update attribute values in a workflow using the ‘Create or Update Person’ action.ProblemThe challenge was configuring a 'Create or Update Person' action in the workflow where the attribute should increase dynamically. For example in this use case, each time a person made a referral, the value of 'No. Referrals' attribute should increase by one. Instead, it was showing a static value '1', not growing per each referral as it ought to.SolutionBy employing the use of a liquid code, this problem was resolved. This liquid code checks if a customer already has a value in the 'No. Referrals' attribute and, if so, increments the existing value by one. If the customer doesn't have any previous value in the attribute, it assigns a value of one to start the counting process. This modification enables the 'No. Referrals' value to increase dynamically.Below is the screenshot of the solut

580
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
Using Zapier with Customer.io

Zapier is a very useful service that we see a lot of our customers use to connect various tools to Cistomer.io. We even use it ourselves for certain tasks! When a customer wrote in recently highlighting some confusion in the setup between Zapier and Customer.io, we wanted to open our advice up to the entire Community. Here’s a summary of the customer’s question, and our advice. Question:My task is simple - once someone replies to the email campaign set on customer.io, I want to exclude that person from the said email flow (by updating an existing manual segment).I see there are 3 things you can do in Zapier + customer.io.1)Create or Update Customer - Creates a new customer. If the customer already exists, it will be updated.2) Create Event - Creates an event for a specific customer.My question here - how can I update the person AND add it to a manual existing segment to exclude it from further email flow? I cannot understand what really "update the person means" and where does this "up

710
Customer.io
11 months ago
Customer.io
Customer.ioScholar
published in Show & Tell
"Sunset" segment and deleting profiles

Whether for billing reasons, account cleanliness, or deliverability, you may encounter a need to remove profiles from your account that no longer hold value to you.A common case that we see this need arise, is among users that run a service with a free trial. As time passes, they will find themselves with a large volume of profiles who used their free trial but didn’t convert. After many months go by, these profiles are essentially useless as the likelihood of seeing a return and conversion is low. Not only would it lead to deliverability issues if you were to continually message these profiles, but you will also be paying for these profiles to exist in your account at no ROI.For this reason, we recommend limiting your messaging and database to your most engaged users, and either exclude or completely delete these profiles that haven’t shown any engagement with your messages or product for some time.The way that we suggest doing this is to set up a "Sunset Policy". We outline the proce

1770
Customer.io
11 months ago
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