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

  • 73 Topics
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73 Topics
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. Problem A 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. Solution The 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

280
Customer.io
Customer.io
Customer.ioScholar
published in Show & Tell
Solving 'Ad Audience could not be created' error in Customer.io

Introduction In 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. Problem You 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. Solution The difficulties you face may arise from circumstances like not accepting the Terms of S

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Customer.io
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. Problem There 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. Solution The 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 'e

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Customer.io
Customer.io
Customer.ioScholar
published in Show & Tell
How to Capture Clicks on a CTA for Exiting a Campaign

Introduction In the realm of email campaigns within Customer.io, it's often necessary to have a clear understanding of user interactions. Specifically, capturing clicks on a Call-To-Action (CTA) as an action that is used to trigger follow-up actions, leave a campaign to prevent further messaging, or create segments. This tutorial will guide you on how to link such actions to your campaign goals for an exit event. Problem The challenge lies in the common misconception that you must send Customer.io an event for clicks on a CTA in order to use that action for further and future use. Solution Rather than creating an event for each click, we recommend creating a 'segment' for anyone who clicks the CTA. This segment can then be used as the conversion goal for your campaign, or be used to trigger new actions later in your overall customer journey. Follow these steps to create the segment, and the use it as the campaign exit: Establish conditions corresponding to clicking each of the links in

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Customer.io
Customer.io
Customer.ioScholar
published in Show & Tell
Customizing Icons in an In-app Message

Introduction Welcome to this helpful guide on customizing the appearance of your in-app message. Specifically, we shall delve into the aspect of incorporating icons into the component section of your in-app messages. Problem The challenge at hand involves uncertainty on what type of icon to use in the component section of an in-app message. This includes understanding the ideal icon format, icon codes, size, and color to use in the Icon block. Solution For this particular task, it is advisable to utilize SVG files, which are a popular format for icons. While other files may be compatible, they should be tested first to ensure their suitability. A recommended source for versatile and quality icons is the Google font icon library, where you can browse a wide selection of icon designs. Further, ensure to upload any chosen icons to the assets section of your app configuration. This is where you can access them for inclusion in your in-app messages. Alternatively, for a simpler approach, yo

630
Customer.io
Customer.io
Customer.ioScholar
published in Show & Tell
Domain Verification Issue with Cloudflare's Full (Strict) mode

Introduction When managing your domain through Cloudflare, you might come across an issue while setting up custom links in Customer.io. Specifically, this problem might occur if you're using the Full (Strict) SSL setting in Cloudflare. Problem Your domain is managed through Cloudflare and you have the SSL set to Full (strict). However, when setting up custom links in Customer.io, it doesn't fully verify the domain even though the link appears by default. Solution Cloudflare's Full (Strict) encryption mode is not supported for HTTPS link tracking in Customer.io. The reason for this because the Full (Strict) settings in Cloudflare require both the origin and the CNAME record to share the same common name... which isn't possible in this context because the origin is ours and uses our domain (e.customeriomail.com). Because of this, you will need to use Full encryption instead if you plan to use Cloudflare's proxy for link tracking. Resources Cloudflare documentation on Full (Strict) Custom

780
Customer.io
Customer.io
Customer.ioScholar
published in Show & Tell
Handling Gmail's "Promotions Card" in Customer.io

Introduction Welcome to this tutorial on how to troubleshoot issues utilizing Gmail’s Promotions Card object in Customer.io. This guide will examine a common error and its effective solution. Google has added annotation support for emails that appear in the Promotions tab of the Gmail app. This means that your promotional emails have more opportunities to make an impression beyond the subject and preheader. You can highlight incentives, share key information from your message, and stand out in the crowded inbox. Problem While trying to integrate the promotions card object in our code editor, you might encounter an error message: 'The tag cannot be used.html(script-disabled)' if you are attempting to use the <script> tag in your HTML. Solution The email editors in Customer.io do not support scripts today. Who knows what the future may bring, but for now, we need to use a workaround. For this specific case, you can resort to Schema Microdata implementations which will work if CSS pre-pro

630
Customer.io
Customer.io
Customer.ioScholar
published in Show & Tell
Adding previous Event Data as profile attributes

Introduction There can be situations where event data is added to Customer.io, and after the fact, you realize this data needs to be added to a customer as profile attributes. In this post, we describe a situation where there's form data with a wealth of metadata that resides merely as event attributes on Customer profiles. We will provide a solution that'll help you analyze this data, regardless of whether they're from recently submitted forms or the ones submitted in past. Problem In this example, approximately 1500 people performed a form_submit event with event attributes that were not ingested as profile attributes, and now this data needs to be accessed to update the profiles retroactively. However, currently there's no convenient way to export or utilize this form_submit event data from these historical submissions for retroactive analysis. Solution The solution is two-fold. The first scenario handles future data, while the other is for 'form_submit' events that have already tak

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Customer.io
Customer.io
Customer.ioScholar
published in Show & Tell
Using Liquid for Bi-Weekly Content Changes

Introduction Automating content delivery is an integral part of marketing campaigns. One use case that some users might encounter is the need to alternate between two different subject lines and/or email content on a weekly basis. This tutorial will guide you through setting this up in Customer.io using a Liquid filter. Problem The use case concerns alternating between two different subject lines and content text on a weekly basis. The specific requirement is to display the first subject line and content on the 1st, 3rd, and 5th week and the second subject line and content on the 2nd, 4th, and 6th week. Solution There are two ways this could be achieved. The first involves converting the day into a numerical value and comparing the value against specific days of the month. In this example, we are using Liquid to display the content based on the date (i.e., 1st-7th is week one, 8th-14th is week two, etc.): {% assign day = 'now' | date: '%d' | plus: 0 %} {% if day >= 1 and day <= 7 or da

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Customer.io
D
dimitrisNovice
published in Show & Tell
Salesforce to Customer.io No Code Real-Time Data SyncTutorial

This is a guide on how to build a real-time data sync automation between Salesforce and Customer.io, without the need to program a custom integration from scratch. Even though this is a no-code implementation, technical knowledge and a good understanding your Salesforce organization’s data structure is required. The solution utilizes an automation platform called Pipedream which offers no-code connections for both Salesforce and Customer.io. The reasons for choosing Pipedream for this automation instead of other similar platforms (e.g. Zapier) are as follows: Its connection with Salesforce automatically creates Apex classes in your Salesforce organization. This makes it possible to build a data sync automation that gets triggered as soon as a new object is created, updated or deleted. Similar platforms do not create Apex classes. Instead, they check Salesforce for new data at set time intervals (e.g every 15 minutes). Its pricing is based on automation invocations rather than automatio

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D
Felix
FelixNovice
posted in Show & Tell
Advanced Double Optin including resubscribers for GDPR compliance

For companies who have exclusively EU customers it is necessary to have a GDPR-complained Opt-in and Opt-out process in place. This article by Customer.io explains perfectly how to set up a Double Opt-in campaign. But in order to... make sure users can resubscribe on your website be strictly complained be able to gather all necessary information in case of a data access request by a user (Art. 15 GDPR) you should additionally make sure to… Remove resubscribers from the Opt-out list Send second Double Opt-in email for resubscribers Save Registration, Double opt-in and Unsubscribe timestamp Save consent text the user agreed to Let’s get into it: Remove resubscribers from the Opt-out list This is actually not related to GDPR nor to Double Opt-in, but a “must have”. You should make sure that the attribute unsubscribed is removed or set to “false” once a user (re)subscribes. This is not done automatically by Customer.io! Send second Double Opt-in email for resubscribers If a user unsubscrib

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Felix
C
Cody Stover
posted in Show & Tell
Campaign Walk-Through - B2B Lead Nurture Based on Buying Intent

Campaign Walk-Through - B2B Lead Nurture Based on Buying Intent - Watch Video This is a demo of a new workflow idea that I am building and testing to provide more valuable content to new leads after signing up for one of our webinars or downloading a gated content piece. Long term, my goal is to nurture these leads towards starting a trial or requesting a demo. Some folks might have buying intent right away — they are evaluating tools or thinking about alternatives to their current tech. For these folks, I want to help make booking a demo or starting a trial as low-friction as possible. More commonly, we’ve found that people are lower-intent — just exploring how other people use Customer.io, or simply were interested in a specific topic (retention). Therefore, I am launching this campaign to send more targeted and relevant content based on their buying intent. Here are a few interesting things in this campaign. The first email asks what they are looking to do next, and this determines

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Jordan
JordanNovice
posted in Show & Tell
Liquid Solutions: Find the next Monday after a specific date (+ Ordinalized dates)

Hello all, Just sharing a solution that we came up with while working with a customer in case it might help future travelers. The customer wanted to use Liquid to find a date that is at least two weeks out, and then, if the date is not a Monday, find the next Monday after that given date. Example: instead of the date Friday, July 14th, find the next possible Monday (Monday, July 17th), and then print out “the week of July 17th”. The goal was to use the output in a message, so that is all we’ll cover here. This post doesn’t cover adding this output to a profile attribute to re-use later. Solution Here’s the Liquid we landed on ( NOTE: formatting might be off if you copy and paste, so I would suggest the codeblock at the end of this message that has no “newline” characters or extra spaces): {% assign start_date = YOUR_EPOCH_OR_ISO_TIMESTAMP | date: '%s' | plus: 0 %}{% assign additional_days = 14 %}{% assign day_of_week_after_additional_days = start_date | add_day: additional_days | date:

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Jordan
H
helloinnerwell
posted in Show & Tell
Two-Way SMS Text Messaging via Twilio & Textline

I’m a big fan of Customer.io, but for the past few months my biggest gripe has been that I could send my customers SMS campaigns en masse that are really smart and well-timed, but that any replies to those text messages were lost to the ether in Twilio’s UI. I finally found a solution and I’m so excited about it that I wanted to share. I stumbled upon Textline and while reading about their Twilio integration, a lightbulb went off in my head: Could I connect Textline to the same Twilio phone number that’s integrated with Customer.io? Signing up for Textline and copy/pasting in the Twilio API key took about 60 seconds, but I swear time stood still as I sent a text message to myself from CIO, replied to it from my phone, and saw my reply pop up in Textline. Eureka! All of the text message replies to my CIO messages now show up in a ticketing system where my team can triage and respond, and now we can send out SMS campaigns where we ask questions and try to engage. There are also a few han

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C
Chloe LNovice
posted in Show & Tell
{{Snippets.greetings}} with a liquid fallback saves you from failed messages

Hey Community! I wanted to share a tip that saves a lot of time for me. I used to get a lot of of failed messages with the reason “customer.first_name is missing”. I know that there’s a liquid fallback but I don’t speak Liquid language fluently and always forget to put the fallback in place. {{snippets.greetings}} is a game changer. What you need to do is to create a snippet with the fallback as the value: Hi {% if customer.first_name != blank %}{{customer.first_name}}{% else %}there{% endif %}, Snippet In the emails, instead of remembering to type the fallback every time, you will just use {{snippets.greetings}}!

3483
Felix
computer_smile
computer_smileNovice
posted in Show & Tell
Using Webhooks to know when product changes are coming

This is a useful pattern to know when the Engineering team is getting close to shipping changes you might care about. Most companies will have a slack channel that pipes in deploy notifications. It can get noisy and you don’t control the data coming in. It also may be useful to know about these things a little sooner than when they are actually live. If you use Customer.io webhooks with Github (or something like it) you can have more control over when you get notified of a change you care about. Here’s a pattern to create your own personal change feed. Here’s how it works: (1) Create a data campaign in Customer.io Create a data campaign in Customer.io as you normally would. Copy the URL to be used within GitHub. Note: Your engineering team may use something like BitBucket, or Gitlab. The same general workflow will apply. (2) Add the Customer.io Webhook URL in Github for Pull Requests You may need some help with this next part if you don’t have the correct permissions to set up Webhooks

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computer_smile
computer_smile
computer_smileNovice
posted in Show & Tell
Creating custom time-aware analytics

It’s always been a pain getting time-aware analytics I feel good about e.g. completed X action in the first 2 days. I’d either do it with messy SQL or set up some custom function that felt complicated. I’ve been fleshing out this pattern in CIO recently I think can work well moving forward. I have a “Setup” metric I track that’s roughly - “did they create X in the first 2 days?” This is super valuable to track the stages of my Activation funnel. If my Setup metric is not where I want it to be I know I need to improve user flows (or messaging strategy 😉). Here’s how it works: (1) Use the “Send event” action where I want to check the metric. This sends a generic “Custom Metric” event with the situational context in the body. “Custom Metric” is generic and I can add specific details in the data properties. This pattern is useful for the next step. If you set up the “Custom Metric” event in a generic way with specifics in the data properties (outlined above) you can reuse this pattern to

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computer_smile
Customer.io
Customer.ioScholar
posted in Show & Tell
Two Push Opt-In Examples

Below are two examples of push opt-in alerts and attached are the code samples. With the code samples, you can copy and paste them by switching to Code View on a blank message (Figure 3). In the examples, the X to close is included, but it’s rare to see both an X and a dismiss. Choose the Close option that best suits your brand style, and delete the other using the drop-down in Figure 4. Figure 1: Push Opt In Example 1 Figure 2: Push Opt In Example 2 Figure 3: Switching to Code View Figure 4: Deleting a component

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Customer.io
alphacolin
alphacolinNovice
posted in Show & Tell
New customers feed in Slack

We have a #new-customers channel in Slack which announces every time a company starts a new subscription with Customer.io. It looks something like this: New Customer Name: Company (person@domain.com)Plan: Customerio Basic $150 monthTime to Conversion: 11 daysSee them in: Link to internal tool I love being able to get context just by scanning, and sometimes the domain and company name doesn’t tell you a lot about the company. What if we could grab a screenshot? There has to be an API for that. I found Screenshot API which is free for up to 100 screenshots a month. Grab the domain to screenshot We can split the domain out of the email address using Liquid. (Thanks @nimiramedve for improving my original approach!) {{customer.email | split:"@" | last}} Send an API request to ScreenshotAPI We’re using a “Get” request for simplicity and limiting the size of the screenshot to 800 x 600. Then we’re returning JSON to parse in customer.io: https://shot.screenshotapi.net/screenshot?token=XXXXXXXX

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alphacolin
J
joecomotionNovice
posted in Show & Tell
5 Tips for Building Emails with the Drag and Drop Editor

Your designer just handed you a email template, and now you have to transfer it to the drag and drop editor. Keep these tips in mind while working: 1. Plan out rows Closely examine the email template and plan out how to separate all the elements into rows. For example, the header can be one row, and the footer can be one row. Maybe in the body of the email you have 3 distinct sections, and each section can have its own row. Or, if you have a more complex body section which you feel can be divided into sub sections, then each sub section can have its own row. 2. Plan out columns After the rows are planned out, determine how many columns each row needs, and how big the columns should be. You can adjust the column size so that some are bigger than others. For example, if you have a body section which has an image on the left and text on the right, then you can divide the row into two columns. If you want the image column to be narrower than the text column, then you can make the image col

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Mistral
MistralNovice
asked in Show & Tell
Manipulate arrays of JSON objects with a Create or Update a Person workflow actions + JavaScript

Foreword: this is a basic illustration example of how you can easily manipulate an array of JSON objects with JS in a Create or Update a Person workflow action. This is not an exhaustive snippet. Use case: you’d like to save the event attributes of the latest occurrences of an event to send a recap email using all of these attributes later on. E.g. a list of all the event attributes for a Order Completed event; or a weekly summary of a certain event Solution: with JS, get the event object and add it to the existing array of objects if it exists, otherwise if (typeof(customer.array_of_objects) != "undefined") // if the customer attribute "array_of_objects" is not undefined (i.e. exists){// we concatenate the event object into that arrayreturn customer.array_of_objects.concat(event)}else// if it is undefined (i.e. doesn't exist){// we create an array with one item: the event objectreturn [event]} In a future message, you can then loop through all of the event data using a for loop: {% fo

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Mistral
Mistral
MistralNovice
posted in Show & Tell
Creating a random number

Hey fellow Customer.io fans, It’s not a well-known Liquid tag but Customer.io supports {% random 100 %} // would output a number between 0 and 100 But what if you wanna have a number between 200 and 300 for instance? {% capture random_delta %}{% random 100 %}{% endcapture %}{{random_delta | plus: 200}} Let’s unfurl this: With the capture tag, we create a variable called `random_delta` that is a number between 0 and 100. Then we output that variable but we add a liquid filter “plus” to add 200 to the number we just created That way we have a number between 200 and 300 Don’t want to have to type this every time? I’d suggest looking into snippets, one of the unsung hero features IMO.

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Mistral
G
Giovanni
posted in Show & Tell
Customer Feedback: how do you collect it and use it? Here's how we do it at Hunter using Customer.io

One important aspect of making your SaaS company thrive is to ensure that the product stays relevant and valuable to your customers. You can have the best developers or the most dedicated support team; none of it will matter if your product isn’t in line with your customers’ needs. At Hunter, we believe that the best way to create a great product is to stay in touch with our customers, collecting and considering their valuable feedback. We always have customers who provide us with direct feedback on their own, but we also use proactive methods of collecting feedback. In this blog post, we’ll show you how we collect customer feedback here at Hunter, as well as how we process and use it. TABLE OF CONTENTS Collecting spontaneous feedback Feedback from embedded surveys Cancelation feedback Online reviews Extensive surveys and interviews Collecting customer feedback in Intercom using Acute Communicating when a feature request goes live Collecting customer feedback is crucial for improving y

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