Show & Tell

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

  • 70 Topics
  • 15 Replies

70 Topics

Customer.io
Customer.ioScholar
published in Show & Tell

Creating Email "Templates" for Drag-and-Drop Emails

 Introduction Within the Customer.io platform, users often have the need to leverage email templates for their various campaigns. When it comes to our drag-and-drop emails, this process may not be as straightforward as it is with our Rich Text editor and its “layouts” function. ProblemA user is seeking to create an email template that's compatible with our drag-and-drop interface, but they are only discovering how to build templates for rich text emails. The uncertainty lies in discovering if making templates for drag-and-drop emails is feasible. SolutionGetting right into the question, we do not have a way to use layouts or templates via the Drag and Drop editor, but we do have some alternatives here for you that might work for this use case.The first option is to do this by creating a ‘template’ message in a new campaign (that you never activate or send) and set that email to "Don't Send" like this:In that email, you can then create the components or template content you'd like to re

4740
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Creating a campaign that sends messages to multiple customers for one transaction

A customer recently wrote in with a detailed description of a use case that they needed help fulfilling. It was interesting to us, so we wanted to share it with as many people as possible to help them with similar cases! Here’s the use case written out: Problem:Someone takes an action on my platform and I want to trigger different emails to 5 different users:Person A - Email 1 Person B - Email 2 Person C, Person D, Person E - Email 3 which has a subtle customization for each Person C, D, EPerson C, D, and E can't be defined under any Segment. A real-life example could be shopping on Amazon. Once an order is placed:Email to buyer confirming their order Email to supplier informing about the order Email to User A, User B, User C informing them that the item is out of stock now & they need to remove it from their cart. I can't send them all one email. I need to customize the email for their name/ address etc. This is the most important one that I need clarity on.  Solution:In order to

420
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Changing Domain Link Tracking Without Losing Past Email Tracking

 ProblemWhat if you wish to change your domain link tracking from a specified domain to the default link tracking offered by Customer.io? However, the twist in the tale is, you do not want to lose the tracking data of the emails sent previously.ExampleSolutionFret not! It is possible by maintaining your CNAME record and reverse proxy and then changing the Host Name to something else via the Customer.io interface and verifying it. This method tricks the system into believing a new CNAME record is in use, without affecting the tracking of previously sent emails. Here's how to go about it.1. Maintain your CNAME record and reverse proxy. 2. Change the Host Name in Customer.io interface to something else (anything will do!). 3. Verify the new Host Name.  ResourcesVisual guide to changing domain link tracking

200
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

How to Export Profile and Event Data from Customer.io

 Introduction This post provides a tutorial on how users can export their company data from Customer.io platform. While currently it's not possible to export both event and attribute data for all profiles at once, users can still export individual profile data or many user profiles all at once.NOTE:  Exports will include all attribute data for the selected profiles. If this includes sensitive data, you must purge that data before passing it to customers. SolutionTo export your data, perform the following steps:Navigate to the 'People' tab. Click 'Export to CSV'.However, if you would like to export all the data associated with a profile, including all attributes and events, you will need to go into a specific profile you would like to export the data, navigate to the "Options" button at the top right, and select the ‘Export Profile Data’ option in the dropdown. The export includes all attribute and event data for the selected profile:Please note, a request feature for exporting both eve

1580
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Bulk Update of Elements across Messages

 Introduction Consistent branding becomes crucial when managing communication across a range of emails within your SaaS platform. While we don’t have a “bulk update” option for emails that haven’t been built using saved rows or using our Snippets feature, this guide provides a more efficient means to update branding elements across all communications in Customer.io.  ProblemThere may be a need to update the branding elements across all your communications in Customer.io. This case becomes more complex when these communications include numerous untemplated emails. The desired solution is one which allows for these branding updates to be applied in a scalable manner.  SolutionIf you are working with Snippets, you’ll know that you can update your snippet content in the main control panel and that this change will apply across all of your emails where the snippet is used. Saved Rows can also provide some efficiency in updating reusable content, as you can create/update your row once and si

460
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

How to create a segment from a CSV upload

 ProblemOur key focus today is to show you how to upload a CSV of customers and store them as a manual segment for use in a broadcast. A common mistake with this, is that users try to go directly to the phase of sending a broadcast using a CSV as the audience source. This is not possible, as you have to create the profiles first by uploading your CSV. SolutionThe solution will require adding people to your workspace by uploading the CSV on the People page. Upon import this list will allow for the option of adding these individuals to a new or existing Manual Segment. The next step when creating the Broadcast is to select this segment for the recipient. ResourcesCSV upload documentation

740
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Using Liquid to Set a Future Date in the Reminder Email

 Introduction This post addresses a common scenario where you may want to add a Liquid into a reminder email to display a future date. Specifically, we'll show you how to display the current date plus 7 days. ProblemThe aim here is for a reminder email to display a date that is exactly 7 days from the day the email was sent. This would serve as an reminder for users, that their trial is expiring. SolutionOur tech support team offers a simple solution to this problem. They provided a Liquid code, which when added to your email, will render without any errors. It will allow your users to see the deadline for their portal activation, which is 7 days from the current date.Here is how the Liquid code looks:{{ 'now' | date: '%s' | plus: 0 | add_day: 7 | date: '%B %d, %Y'}}Within the body of the email, this is an example of how it would be applied:Thanks for signing up for your free trial! You have until {{ ‘now’ | date: ‘%s’ | plus: 0 | add_day: 7 | date: ‘%B %d %Y’}} to enjoy free access to

460
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

How to prevent multiple emails from being sent for the same event

 Introduction It's important to maintain a balance in communication when you have campaigns triggered by events. Over communication can lead to discomfort for the customer. We’ll guide you on how to prevent multiple emails from being sent for the same event trigger in your campaigns with Customer.io. ProblemYou have a campaign that's triggered by an event and the customer receives the email every time the event is triggered. However, you only want the customer to receive the email once, the initial time the event is triggered.A good example of this could be a one-time coupon email that you want to deliver to your customer the first time they make a purchase with you. You want to send them a 10% for their next purchase, to incentivize a return. But you don’t want to do this for every purchase - just the very first one.  SolutionBy using Customer.io’s feature that allows for limiting the campaign frequency, you can avoid sending multiple duplicate emails to the same customer for the same

2580
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Stopping an Active Campaign on Customer.io

 Introduction In Customer.io, there are times when you may want to stop an active campaign and transition to a new one. However, there may be worry about how individuals currently progressing through the active campaign's workflow will be affected. This guide will provide instructions on how to stop a campaign and explain what happens to those in progress with their journey in the old campaign. ProblemThe challenge arises when wanting to stop an active campaign but there's concern about the individuals currently progressing through this campaign's workflow - whether they will complete their journey in the old campaign smoothly or not. SolutionTo stop a campaign, you need to select 'Stop' from the 'Campaign Actions' dropdown menu when you are on the campaign page.If the campaign has active journeys in progress, you have two options:Force people to exit immediately, or Allow people to finish their journey and exit the campaign naturally.The campaign will be in a 'Stopping' state until al

290
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Understanding Campaign Logic When Conditions No Longer Match

 Introduction In email marketing, especially when using automated systems, understanding how customers interact with our campaigns is crucial. One common question revolves around how the system handles customers who don't meet specific set conditions in your email campaign. ProblemIf a customer in your campaign doesn't meet a certain condition, what happens? Will they be removed from the campaign? Will emails be dispatched as soon as this condition is fulfilled and will they move on to the next email in the flow? These questions are crucial for marketers to shape and optimize their communication strategies. SolutionWhen a customer in your campaign doesn't meet the required condition, they exit the workflow. This means as and when a customer fails to meet a set condition, they will be taken out of the current campaign and no more messages will be sent.This visual explains in very simple terms, how we evaluate profiles for campaign entry - the same logic applies for continuing a campaign

60
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Managing Campaign Data via API and Addressing Renaming Issues

 Introduction This post addresses a requirement that some of our users face when managing campaign data via the API from their platform integration. Specifically, it details difficulties in creating a campaign dimension table when the API only returns current attributes of a campaign, and potential confusion due to campaign renaming. ProblemWhen managing campaign data exports, many users struggle to handle potential confusions that arise from naming conflicts. In particular, a single campaign ID may be associated with different names over time (due to the campaign being renamed by users in the Customer.io account), leading to confusion and errors. The difficulty arises because the API only returns current attributes of a campaign and not the historical ones. Thus, users run the risk of misunderstanding the data when a name has changed or when attempting to retrieve older names. SolutionThe key to managing this issue is to capitalize on the 'Get a Campaign' Endpoint. This endpoint allow

50
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

How to Personalize Email Content Using Event Data in Your Campaigns

IntroductionThis tutorial addresses an often-asked question about how to use event data to personalize the content of emails within your campaign in Customer.io.ProblemAt times, you might want to add a personalized touch to the emails in your campaign using information from your event trigger. This guide is meant for you if you don’t know how to achieve this using event data.SolutionTo personalize the email content in your event-triggered campaign using event data, you will want to use the 'event' scope. This would look like this: {{event.event_data}}For instance, if you have a purchased event with this data: "purchase" { price: "14.50", product: "journal" },where price and product are event data, you can pull this into your email using this Liquid code like so:Hi there, you just purchased a {{event.product}} for {{event.price}} USD.This will render: "Hi there, you just purchased a journal for 14.50 USD". ResourcesFor more details on how to leverage the 'event' scope or use Liquid code

630
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Categorizing Marketing vs Transactional Emails for User Preference

 Introduction There may be instances when you need to send a mix of transactional and marketing emails, and would want your recipients to choose what emails they want to receive. This can be achieved with some of the features available on Customer.io. ProblemSome users have expressed their need to categorize marketing emails to allow their customers to selectively unsubscribe from specific types of these emails. For example - they want users to have an option to opt out of marketing and upsell messages, but they still need to receive their transaction receipts and password reset emails.  SolutionBy understanding the different types of journey offerings available in Customer.io, you can easily segregate between marketing content and transactional content. Our traditional campaign feature should be used for your marketing content. The feature is designed to provide a huge amount of flexibility in building out a journey of your desired length, channel mixture, and much more. Transactional

340
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Getting Updates on Campaign Metrics and Email Actions

 Introduction The essence of email communication in SaaS platforms like Customer.io is immeasurable, and if you aren’t utilizing your email action metrics (open, bounce, suppress, click etc), you are missing out. Generating weekly or monthly automated reports on these email failures can help greatly. ProblemNotifications about email failures are essential for immediately rectifying issues. It’s equally important to keep watch on your engagement metrics for your most important campaigns, so that you are fully aware of how your messages are performing for your audience. A method to generate automated weekly or monthly reports on email success could help you keep track of engagement, and real-time failure reporting could help track the cause and rectify email problems systematically. SolutionWithin Customer.io, you have the option to "follow" a specific campaign to get a weekly email summary:This report will be delivered directly to you, providing a digest of how your campaign is performi

240
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Handling Unsubscribe Functionality in Customer.io Editors

 Introduction Customer.io provides a versatile platform for managing customer communication. This guide will look at a common challenge underlined by some of our users – how does Customer.io present unsubscribe options in the design of messages? ProblemMany larger teams who have multiple users building emails in Customer.io can run into scenarios whereby an unsubscribe link is altered or removed by one user without others being aware. Given that unsubscribe functionality is a must in Customer.io (and every other messaging platform) in order to remain spam compliant, missing an unsubscribe link can cause major issues.  SolutionThankfully, Customer.io has a built-in unsubscribe function which allows customers to opt out of your messages and tracks the specific message that prompted the unsubscription. We truly want you to include this option for your recipients, so we’ve made it as easy as possible!An unsubscribe link is added by default in the Empty Layout used for new Rich Text and Cod

3360
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Setting Up Campaigns with Same Trigger and Goal Events

 Introduction In this quick tutorial, we will be discussing a common query related to setting up campaigns in Customer.io where the trigger and goal events are the same but have different event attribute values. ProblemConsider a scenario where you want to set up a campaign with an event attribute, 'signing_complete'. In order to enter the campaign, the event’s attribute must be equal to “false”. The campaign journey begins, and the goal is for the ‘signing_complete’ value to become ‘true’. In other words - the campaign is designed to push people towards completing a process that they started some time earlier.The question is, will the system recognize an event attribute change and count it as achieving the goal, or does a new event need to be triggered? SolutionIn Customer.io, it isn't possible to change the event attributes of a sent event. So, if you want to record an attribute change (e.g., 'signing_complete' changes from false to true), you will need to send a new event with the s

330
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Can I use Content-ID (CID) to send images in Transactional emails?

SolutionWhile we do support adding attachments to Transactional Messages (https://customer.io/docs/transactional-api-examples/#including-an-attachment), we don’t have any support for referencing images via their Content-ID. As noted in our docs, the Content-ID header cannot be modified/overwritten. (https://customer.io/docs/transactional-faq/#what-headers-are-reserved-and-cannot-be-overwritten-in-the-api-request)Using Content-ID references is a fairly old practice and one that is generally not recommended for cross-platform multi-client compatibility; in most cases, externally hosted images are the best bet. Another method some people have tried is to use base64 images, but support for this is not great and not something we would recommend. (https://www.caniemail.com/features/image-base64/)If the images simply vary (e.g. vary between image A, image B, and image C), uploading all of your images and then using something like Liquid in the Dynamic Image field to select the correct image m

840
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Controlling the Grace Period Feature in Customer.io

 IntroductionIn this guide, we will address a concern about the Grace Period feature in the Customer.io marketing platform. The Grace Period can behave in certain ways that may not resonate with everyone's marketing approach. ProblemThe Grace Period feature is designed to lengthen the duration of a campaign if a customer re-enters the distinct segment on the same day instead of restarting the campaign immediately. It is set up as a safe-guard, so that any unintentional or changes to a trigger or filter segment, or a profile, that happen during a journey do not have a ripple affect that exits someone from a campaign by mistake. However, in some instances the grace period is not desired and this 24 hour ‘hold’ that the grace period creates is something that you may want to disable. SolutionAlthough the Grace Period feature cannot be entirely switched off, there is a workaround available. By designating a goal for your campaign and opting for the 'They achieve the goal' option as your exi

380
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Checking for Conditions Every 2 Days in a Campaign

 IntroductionIn this post, we will discuss how to efficiently set up a Customer.io campaign based on specific conditions, so that each attribute triggers a corresponding email every two days. ProblemA common question is how to set up a campaign in a manner such that each attribute in Customer.io triggers a corresponding email. For a lot of use cases, this requires regular checks for attribute changes/updates within a campaign workflow so that the messaging journey evolves based on the customer’s actions.In this specific example based on a real case, the check needs to be made every two days, and the goal is to do this as efficiently as possible. SolutionOne efficient method to achieve this is by using the 'Wait until...' action to check every two days if a profile should move to the next item. You can add conditions to each 'Wait until...' action to determine whether a person needs to meet certain requirements before they can progress through the campaign. For example - “wait until the

80
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Resending Unopened Broadcast with a Different Subject Line

 Introduction In an efficient marketing automation scheme, sometimes it's important to resend an unopened broadcast to a target audience within the Customer.io platform, potentially with a different subject line. However, certain processes including this aren't apparent at first glance. ProblemOne roadblock that might be encountered is the inability to resend the same broadcast to people who did not open the original. Potentially, with a different subject line than the original to try and generate more engagement than your first attempt. SolutionWhile the option to simply edit and resend a previously-sent broadcast isn't directly available within Customer.io, a workaround to this is as follows:Create a segment of people who have received the original broadcast but have not opened it Duplicate the original broadcast In Recipients, add the above segment of people who have received it but not opened it Within the email itself, make any changes or updates (such as to the subject line)Then

780
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Referencing Object Attributes in Messages Using Liquid

 Introduction Welcome to this tutorial! In this guide, we'll be discussing how you can efficiently pull an attribute from a person's company into an email for a newsletter distribution using Liquid. Let's get started! ProblemThe challenge encountered in this situation is pulling a specific attribute from an object 'company' to be used in a newsletter. Understanding how to reference the attribute using Liquid might be tricky. SolutionThe solution is quite straightforward; all we need to do is reference the attribute from the object (companies) using Liquid in the same way that you would typically reference profile attributes.Essentially, there's a clear difference in referencing objects compared to profile attributes. Whilst both offer great functionality, their application is subtly different.You’ll reference objects in liquid by their type. By default, this means you’d use {{objects.companies}}. Or, if your objects were called Online Classes, you’d use {{objects.online_classes}}.In co

230
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Setting up Office365 Outlook as a custom SMTP server in Customer.io

 Introduction Welcome to this community post. Today we're looking into an issue that has been affecting a number of our users - the inability to set up Office365 Outlook as a custom SMTP server in Customer.io. This situation has been closely related to Microsoft's deprecation of basic auth and transition to using OAuth 2.0 for authentication. ProblemUsers are facing difficulty in setting up the Office365 Outlook as a custom SMTP server in Customer.io due to Microsoft's move from basic auth to OAuth 2.0 in terms of authentication. This has resulted in users being unable to send emails via this method. Office 365 SMTP Settings and Customer.io resources can provide more insight into this issue. SolutionThe best source of help for this issue is the Office365 documentation. We can see from the below article that connecting to Office365 via SMTP can be done using Login authentication, which Customer.io does support:Article: https://kinsta.com/knowledgebase/office-365-smtp/What Are the Micros

90
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

How to Export Specific People and Attributes in Customer.io

 Introduction Manipulating data is crucial to refine your marketing automation strategies, and having the ability to harness it to suit your specific requirements makes the task more facile. A common inquiry is how to export specific person-oriented information who were in a specific journey, and how to export specific attributes like email and ID number. This post will provide useful steps on achieving both. ProblemA requirement often arises when you need to export all person-level information of those who were in a specific journey. This is usually combined with the need to export specific attributes, like email and ID number. This kind of tailored exporting functionality can greatly benefit your data management. SolutionThe process of exporting specific people can be approached systematically. Alongside this, exporting specific attributes can also be carried out with relative ease following certain steps.Briefly, here are the steps to follow:Steps to export specific people Steps to

130
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Solving 'Ad Audience could not be created' error in Customer.io

 IntroductionIn Customer.io’s comprehensive marketing automation platform, you may encounter a challenge while creating a custom Ad Audience in Facebook. This guide will provide possible reasons for the issue and direct you on how to solve it. ProblemYou might be receiving a recurring general error message stating 'The Ad Audience could not be created: something went wrong. Please try again.' Additionally, a 'Permissions error' might be flagged for some of the ad accounts.We typically see these errors occurring for the following reasons:Having multiple ad accounts connected to Customer.io, and not accepting Terms of Service for all of the connected accounts. Some customers report the issue resolved when a different admin accepts the Terms of Service. Not having the proper permissions. Needing to disconnect their Facebook Ads account(s) and then reconnect them to refresh the integration. SolutionThe difficulties you face may arise from circumstances like not accepting the Terms of Servi

2380
Customer.io
9 months ago
Customer.io
Customer.ioScholar
published in Show & Tell

Understanding 'Unsubscribed' vs 'Email Unsubscribed' in Journey Message Metrics

 Introduction This tutorial aims to clarify the distinction between 'Unsubscribed' and 'Email Unsubscribed' as recorded in the Journey Message Metrics via Data Pipelines connected to Amplitude. ProblemThere may be some confusion involving the difference between 'Unsubscribed' and 'Email Unsubscribed' within the Journey Message Metrics. Specifically, there could be uncertainty about whether 'Email Unsubscribed' captures cases in which a person unsubscribes from a specific type of email, and does not resort to a general unsubscribe. SolutionThe term 'unsubscribed' records general unsubscribes, which can be activated through any message channel, an API call on the backend to update the 'unsubscribed' attribute, or manual modification in the User Interface (UI). On the other hand, 'email unsubscribed' tracks when someone unsubscribes via a link in a specific email. These two terms represent distinct activities, as outlined below:Unsubscribe via link in an email: This is captured under 'ema

300
Customer.io
9 months ago
Terms & ConditionsCookie settings
Product
Resources
Industry
Company

Privacy PolicyTerms of ServiceStatus© Peaberry Software, Inc.