Author: Lacey Budd

July Release Notes

We were busy in July to continue making Customer.io the best marketing automation tool. The UI design and campaign workflow builder are officially out of beta and have been released app-wide. Read on to learn more about our new features and smaller improvements.

What’s New?

Ad Audience Sync

Are you tired of manually uploading CSVs to create ad audiences? You can now use Customer.io to create segments as audiences on Google and Facebook that automatically sync.

Cratejoy Integration

We released a data integration with Cratejoy, the leading subscription box marketplace, where you can connect your Cratejoy store with a new Customer.io account.

We’re continuing to explore new data integrations, so please let us know at marketing@customer.io what integrations you’d get value from.

New Getting Started Guide

We’ve released a new “Getting Started” guide to help new people in your organization get up to speed on the basics of Customer.io.

Smaller Improvements

  • Added a Swedish translation for the unsubscribe page.
  • The Campaign Journey’s tab now shows the reason why a user left the campaign.

  • You can now add your company logo to your account through the Account Information page.

  • Added a date selector for “is a timestamp between” in Segment conditions.

  • The sidebar navigation can be viewed as a collapsible sidebar when in fullscreen, like when setting up a campaign or broadcast.

  • Our email Drag and Drop Editor now delivers HTML source code in a reduced size. Results will vary, but tests show about a ~15% decrease in size.

What’s Next?

One of the most popular requests we received after launching the new campaign workflow builder was for a branching feature. Branching allows you to send users down different paths depending on the conditions they match. We are working on this now and hope to share an update with you next month.

In the meantime, stay updated with the latest releases and improvements by following Customer.io on Twitter. Questions? Comments? Send them over to win@customer.io.

Save Time and Money with Customer.io’s Ad Audience Sync

“Anyone who has paid media campaigns and uses Customer.io HAS to use this feature—you’d be crazy not to—it’s a no brainer.” — Nick Lafferty, Paid Search Manager at Mailgun

Are you tired of manually uploading CSVs to create ad audiences? Say good-bye to busywork, and say hello to our new Ad Audience Sync!

Use Customer.io to create segments for your ad audiences on Google and Facebook. Unlike other tools, Customer.io’s Ad Audience feature automatically syncs every hour to keep your audience up-to-date in real-time—set it and forget it!

What Are Custom Ad Audiences?

Ad networks such as Google Ads and Facebook Ads allow you to upload a list of existing contacts to target a specific audience. This is typically a very manual process including spreadsheets and copying and pasting your data into each Ad Network.

We saw an opportunity to better manage your ad campaigns with Customer.io and streamline the process for you by utilizing our segmentation as a replacement for manual list uploads.

How Can I Use Ad Audience Sync?

  • Show more relevant retargeting ads
  • Lower CPA with exclusion audiences
  • Improve lookalike ad campaign performance

What Our Customers Are Saying

“Customer.io’s ad audiences tool is especially beneficial on Facebook where we’re paying for each impression—it allows us to be much more accurate and efficient with our spend. – Alli Hobbs, Marketing Manager at Purple Carrot

Ready to Get Started?

Learn how to connect your ad accounts to Customer.io here.

Are there ad networks you’d like in addition to Facebook and Google? For example, we’re considering Instagram, Twitter, Snapchat, Linkedin, Quora. If any of these or other Ad Networks would be valuable to you, please let us know!

June 2019 Release Notes

Following the refreshed UI from last month, we launched a new campaign workflow builder only available in the beta design!

What’s New?

  • Drag and drop new actions out of a sidebar
  • Open canvas view
  • Pan and zoom to get either a detailed or high level view of your workflows

View the full documentation and learn more about the new visual workflow builder here.

Smaller Improvements

  • We made many changes to the design refresh beta based on the feedback we received from you, such as taking down the brightness on some of our new colors, adjusting responsiveness for big screens, and adding an account logo.
  • Fixed a bug where the actions (emails, sms, webhooks, etc) did not appear in the workflow, but just shown as errors. That’s fixed now, so you can see the actions within your workflow as you’d expect.
  • When in a collapsed state, the side navigation with expand on hover.
  • Fixed a bug so you are now able to export newsletters with a date range.
  • We deployed several significant infrastructure optimizations to improve the performance of large newsletter sends.

What’s Next?

We’re getting ready to move out of beta and permanently release the refreshed UI design with the new drag and drop workflow builder to all users. All non-beta users will be notified of this change happening on July 23.

We’ve loved all the conversations we’ve had with you about the product feedback. Please continue to provide feedback regarding the refreshed UI and new visual workflow builder. We are carefully listening to each and every request (no matter how small!) to make improvements.

In the meantime, stay updated with the latest releases and improvements by following Customer.io on Twitter. Questions? Comments? Send them over to win@customer.io.

May Release Notes: Design Refresh in Beta

We are excited to share that we’ve introduced a refreshed UI design in beta to improve ease of use and reflect Customer.io’s new branding.

Our goal with the design refresh was to create an experience that helps you focus your time on tasks that matter most. We introduced our new design as a beta so you have some time to choose when you try it and can give us some feedback before we replace the old UI.

Keep an eye out for a blog post later this summer discussing our process for making these changes. For now, read below for what’s currently available in our refreshed UI. We’d love for you to give it a try and send us your reactions!

What’s New?

  • Colors, type, and icons
  • Navigation
  • Account and Workspace settings
  • Page layout design
  • Notifications

Colors, Type, and Icons

You’ll now see purple represented as the primary color in the platform. In addition to the new color palette, you’ll see new typography and icons. The workspace color is now a full width bar at the top of each page.

Navigation Changes

The left navigation is now structured into these headers: Messaging, Audience, and Data. This organizes our pages by related activities so you find what you need with ease.

Account Settings

All of the settings that apply across your entire account are now located on the upper right under your name and your company name. This dropdown allows you to access both your Personal and Account settings.

Workspace Settings

All of the settings that apply only to one Workspace are now collected in a single spot. Message Settings and other workspace-specific options like name, color, and delivery settings have been combined into Workspace Settings on the left navigation.

In the workspace dropdown, we let you know if that workspace is able to deliver messages or not by adding “Does not send messages” under the name.

Page Layout Design

For anyone who nerds out on UI design: all of the pages now use a gray background with page sections organized on a grid with white cards representing the distinct types of information presented. This makes the page hierarchy clear so it’s quick to spot exactly the tools that you need.

Notifications

You’ll now see a bell icon in the global navigation to alert you to any new notifications. This is also where you’ll go to see your task list. Next to that, you’ll see a help icon to easily navigate to Docs, as well as have the opportunity to contact support or send us feedback.

Smaller Improvements

  • Manual segments can now be used in Wait Until actions
  • API Triggered Broadcast pagination and tab counts have been updated to reflect the most accurate number. Before, we would only show up to 20 in a list.
  • API Endpoints for messages, campaigns, customers, and newsletters have been updated so you query for actions rather than templates. The old endpoints were not removed to avoid breaking code you have that uses them.
  • When saving a segment, the create buttons are disabled. This ensures you don’t accidentally create the same segment 30+ times!

What’s Next?

During the beta period, we’ll be launching a new workflow builder! We’re carefully listening to all the feedback you’re send us during the beta. Once we’ve worked through your feedback, we’ll notify you when the old design will be retired and no longer accessible.

In the meantime, stay updated with the latest releases and improvements by following Customer.io on Twitter. Questions? Comments? Send them over to win@customer.io.

April Release Notes

The Customer.io team kicked off April with a spring retreat in Playa del Carmen where team members created a few impromptu hack projects, including a Google Sheets Importer! That’s what you get when a team of engineers is together in a room.

New Features

Campaigns & Broadcasts

We’ve made three changes that will make creating campaigns clearer, but maintain the flexibility you love with our messaging workflows. You’ll now be able to:

  • Tell us how your campaign should trigger, rather than have to choose between complex campaign types
  • Create a re-enterable campaign: Set how much time must pass before someone can trigger the campaign again
  • Create a recurring campaign: People will automatically repeat the campaign at fixed intervals

Triggers are now responsible for one thing only: determining when someone enters a campaign. Even better, regardless of the trigger, you are now able to specify whether the user enters the campaign one time ever, or if they can enter many times. This also allows you to easily set up recurring campaigns that re-trigger at set intervals.

PSA: We moved API triggered broadcasts into a new “Broadcasts” category along with newsletters in the left side navigation. We also renamed “Triggered” to “Campaigns.”

Google Sheets Importer

The addition of the CSV uploader last year made it possible to update existing people without needing to ping your engineering team. Knowing that many of you use Google Sheets, we now provide the option to import people using a Google Sheet as well. We hope this simplifies your process when you need to make manual changes to your data.

Google sheets importer in Customer.io

Smaller Improvements

  • Added Dutch and Italian translations for unsubscribe pages.
  • Added an “overdue account” alert to your Account Admin’s dashboard and subscription settings page after a second failed payment attempt.

Action Conditions Based on Event Data

For campaigns that are triggered by an event, you now have the option to determine whether or not to send messages or enter delays based on attributes in the event’s payload. This new action condition can be found next to attribute and segment conditions in each workflow item.

Action conditions based on event data in Customer.io

Drag-and-Drop Editor

You now have the option to hide content on desktop when an email is opened. This allows a lot more flexibility to make layouts look great on any device they’re viewed on.

Haven’t used this feature before? When a specific content block is selected, you can find the settings on the content tab under block options.

Drag-and-drop editor block options

People Search

Do you often forget to include the “@” when searching for domains in people search? Yeah, us too. We came up with a solution that we hope will simplify that process without you having to remember to include the “@.” When you start to type a domain, a drop down will appear asking if you’d like to search for a domain starting with “@domainname.com.”

People Search in Customer.io

What’s Next?

Get excited for some changes coming in May, including the design refresh we’ve previously mentioned.

In the meantime, stay updated with the latest releases and improvements by following Customer.io on Twitter. Questions? Comments? Send them over to win@customer.io.

Want to join our amazing team of contributors? Check out our careers page to see open positions and learn why you’ll love working with us.

March Release Notes

March brought the first day of spring and lots of great feedback from you on how we can improve Customer.io. This month, we worked on some of those requests pertaining to newsletters and kicked off the first of many exciting changes coming to campaigns.

New Features

Per-User Data in API Triggered Broadcasts

We heard you when you said you wanted to make newsletters more personalized. API Triggered Broadcasts are great when you need to message one-to-many users, but now you have the capability of including custom data for each recipient—think voucher code or personalized product recommendations.

You previously either had to do a mass update of profiles or send us a ton of events to do a single broadcast where each person gets some custom bit of data. This can be a total pain when you’re trying to get all those recommendations updated in CIO and then send the broadcast. Now, you have the option to include a per_user_data attribute (for up to 10,000 recipients) or a data_file_url attribute in order to do this in one step.

Campaign Unsubscribe Setting

Have you wanted more flexibility and visibility with unsubscribed settings within your entire campaign? You now have the option to set a campaign default to “send messages to unsubscribed users” rather than having to change it for every action within your workflow.

Before this, Event Triggered campaigns defaulted to sending to unsubscribed and Segment Triggered did not. Now, neither campaign type defaults to send to unsubscribed.

Smaller Improvements

  • API Key Authentication is now available when using Custom SMTP via SendGrid. Switching to this is necessary when 2FA is enabled on the SendGrid account.
  • Included a “View in Delivery Log” link (on hover) in dashboard tabs to quickly see a filtered delivery log for each channel.
  • Exporting delivery data is now in a separate queue so it doesn’t block segment updating or other exports from processing.
  • Fixed a bug where UI filters weren’t working for viewing API Triggered Broadcast deliveries by status.

What’s Next?

In the coming weeks, you’ll start to see some major changes within the app including a design refresh and how campaigns are built.

In the meantime, stay updated with the latest releases and improvements by following Customer.io on Twitter. Questions? Comments? Send them over to win@customer.io.

Contributors: Brian, Kate, Ivana, Matt, Stephen, Waqas, Matthew, Adrian, Kevin, Richard, Kristina, Jatin

February Release Notes

February was a short month with record snowfalls, another Super Bowl win for the Patriots, and a Best Picture Oscar for Green Book. Now that spring is here, we’re excited to share the many improvements we’ve made for you in February.

Dashboard Improvements

We know that some of you send more than just email, so we want to provide a dashboard experience that better represents that. You can now see metrics for all channels in a single view. This includes email, SMS, push, slack, and webhooks.
In addition to measuring volume and performance, we’ve added two more chart types—undelivered and spammed.

Undelivered

The new Undelivered chart helps you understand how frequently Customer.io is unable to send messages. It shows the number of messages created and a stacked line graph visualizing the failed, bounced, and suppressed rates. Undelivered metrics are available for all channels.

Spammed

The new Spammed chart helps you understand your email spam rate over time relative to when you’re doing the highest volume of sending. It presents the number of messages sent with a vertical bar, overlaid by a line graph showing the spammed rate.
Viewing these metrics in your dashboard will help alert you to any potential issues such as spikes, and you can easily see if these types of messages are decreasing over time.

Event-Triggered Campaigns: Frequency

Say good-bye to unwanted emails within a short period of time. Our new addition Frequency allows you to limit the number of times a person can enter an event-triggered campaign.

Frequency Example: Abandoned Cart

You have an abandoned cart campaign that’s triggered by an event that is sent every time your customer adds an item to the cart. The workflow for a campaign triggered by that event waits 5 hours to see if the purchase was completed. If not, you send a nudge email. Rather than sending multiple times a day when the event occurs, you select the Frequency to only have it sent once per 24-hours.

Mobile Push Notification Improvements

Last Result for Devices

Want to know if a person’s devices are working correctly? The “Last Result” column will let you know if Customer.io was able to successfully reach each device.   

Understanding Delivery Failures

When a Push Notification to an iOS or Android device fails, we now make it easier to understand exactly what’s happening.
  • If a Push Notification fails because the token is unusable or has expired (generally due to an app being uninstalled) we will mark it as Bounced.
  • Future attempts to send to that device will be Suppressed until you’ve re-registered the token via the add device API.
  • If a Push Notification fails because no devices are present, we mark it Undeliverable.
These new statuses help you quickly distinguish when a failure is caused by your campaign configuration or is a result of your customer’s device status. The UI on both the Delivery Log and the Delivery Summary pages were improved to make these statuses easy to follow.

We reviewed every error message that the push providers send us and make sure to show you a message with an actionable next step any time you see a failure.

Smaller Improvements

  • If someone entered a campaign by mistake, you can now manually eject them from the active campaign. You’ll find a button on the person’s Journey page for the campaign you want to boot them from.
  • Is a customer complaining they didn’t get a message? We’ve added a “Resend” button for any previously sent email. This creates a brand new copy of the message and sends it again.
  • You are now able to access Journeys for deleted campaigns so you can understand how people experienced your old campaigns.
  • Added default segments to represent the groups of people who have or have not registered mobile devices for push notifications. Use these to help determine when you should send a push or an email.
  • Replaced the “Date” column with “Date Created” for Delivery Logs so it’s now clear when each item was created, and sorted by most recent.
  • Action Conditions UI is updated to make it clearer that they are checked before running the Action.
  • Increased the maximum URL length for reporting webhooks and improved the validation and error messages provided when we detect problems.
  • If you use Oracle DYN for Custom SMTP, your emails now correctly show Bounced and Spammed statuses.

What’s Next?

What you don’t see within these new releases are several exciting early-stage projects on our path toward building the most powerful automated messaging tool. Just wait until you see what we have in store for March!

In the meantime, stay updated with the latest releases and improvements by following Customer.io on Twitter. Questions? Comments? Send them over to win@customer.io.

P.S. Did you notice anything different this month? We have a new look! You’ll now see our new logo in the product with bigger UI changes in the coming months.

Contributors: Brian, Ivana, Matt, Stephen, Waqas, Matthew, Adrian, Kevin, Richard, Kristina, Jatin

A New Look for Customer.io

In April 2013, we launched Customer.io’s logo you’re all familiar with. This logo has served the company well. Almost six years later, we decided it was time to reimagine Customer.io as our company and product have evolved. Starting today, you’ll see a new logo, color palette, and an updated website. Over the coming months, we’ll be refreshing the product to reflect our new look.

Inspiration

Our mission is to power automated communication that people like to receive. We wanted the logo to convey elation. Elation that we want you to have using our product, and elation when people receive the messages you send through Customer.io.

Why Create a New Logo?

When starting this project, we knew our logo and branding should remove our association with email, modernize our color palette (partly to make accessibility easier to achieve), and put more of an emphasis on people.
A company’s logo and branding should be aspirational. We wanted a makeover to show the world who we’re trying to be rather than who we were a few years ago.

Solution

The mark represents the customer with raised hands in victory. The raised arms mimic the “C” in Customer.io and suggest a smile.
The logotype is rounded to reflect the smile in the logo. We have a brighter color palette—we maintained our signature teal but switched our primary brand color to purple for better accessibility.
We are excited to start using this logo everywhere that you see Customer.io!
On social:
On stuff:
Tweet us and share your thoughts on our rebrand. We also have lots of stickers with our new logo, so DM us or email press@customer.io to get yours!
Partners, please visit our press page to download our new logo and brand guidelines.

Send Messages at the Perfect Time with Wait Until

Have you ever wanted users to wait in your campaign workflow until they take an action? Well, you now have that option with Wait Until.

What’s New?

Instead of creating multiple campaigns when you need to wait for a user action, Wait Until allows you to have a single campaign flow that captures all your logic.

Here are some workflows you can create with Wait Until:

  • Wait Until they’ve opened the previous email before sending the next one.
  • Wait Until the product has been delivered before prompting a product review.
  • Subscription canceled due to an expiring card. Wait until payment details are updated before sending a “welcome back” email.
In addition to a time delay, you can now Wait Until someone enters (or leaves) a segment before they continue through your workflow. When you deliver messages based on actions rather than time, you’ll increase your open rates and better serve your users by decreasing the number of messages you send.

Some benefits of using Wait Until to combine multiple campaigns:

  • You don’t have to stitch together metrics from multiple campaigns to understand what’s going on.
  • You get to see conversion metrics for the entire flow rather than piecing together each one individually.

Example: Email Confirmation

You have an onboarding campaign where you’d like to send an email confirmation and welcome email. Instead of creating two campaigns (one for each user event), you can keep the entire email confirmation flow in one place. This means that some users may wait for a few minutes before receiving the next message, some may wait days, while others may wait indefinitely if they do not confirm their email.
  1. Send email confirmation
  2. Wait until user confirms email
  3. Send welcome emai
See step-by-step documentation on how to create, delete, and copy Wait Until delays.

Have Feedback?

Help us improve Wait Until. Here are a few questions you can help us answer:
  • What do you love or wish we had done differently about this new feature?
  • What things do you wait for? We’d love to hear your stories!
As always, we’re here to listen if you have questions or need help by reaching out to win@customer.io! Stay updated with the latest releases and improvements by following Customer.io on Twitter.

How We Made Customer.io Better for You in 2018

More than 14,000 people from 1,100+ companies used Customer.io to send 5.5 billion messages in 2018. That’s 174 messages sent every second! This past year we focused on making major improvements within the messaging and data areas of the platform.

Better Messaging Across More Channels

In 2018 we set out to become an every channel solution. We focused on enabling you to connect with your users where they spend the most time and on the channels they prefer. To do this, we introduced a push solution for iOS and Android, improved our multi-channel features, and made improvements to how you compose messages with Customer.io.

  • Push Notifications. Although email is still the most used messaging channel by users, we added support for sending push notifications within your existing workflow. This allows you more opportunities to connect with your users through their preferred method.

  • Drag-and-Drop Editor. Before the Drag-and-Drop Editor, you’d have to know HTML/CSS to manually build layouts. You can still go that route if you want, or you can use the editor to create well-designed, mobile-friendly emails without writing a single line of code.

  • API Triggered Broadcasts. With one simple API call, you can now trigger campaigns to specific groups of people that are targeted using all your segmentation and profile data. This gives your application direct access to start campaigns, including the ability to pass in data that will be used in your messages.

  • Multi-channel A/B Testing. We took all of the A/B testing capabilities for email and made them possible for Push and SMS. Additionally, you can now view multi-channel metrics for your entire campaign, or break it out individually for email, push, or SMS.

More Control Over Your Data In and Out

In the past, the only way to get data into Customer.io was through our Javascript library, our API, or third party integrations like Segment. This year we worked to make getting your data in easier, as well as getting it out through our new API. In addition to accessing your data, we created a new view for you to easily get a full picture of all the types of data you’ve received.

  • CSV Uploader. With the CSV Uploader, you can easily import new users to your Customer.io account without needing any technical knowledge or pinging your engineering team. You can also use the uploader to update existing users by either adding, modifying, or deleting their attributes.

  • Manual Segments. You can now use Manual segments instead of (or alongside) Data-driven segments when you need more hands-on control setting campaign recipients or excluding specific groups of people.

  • New APIs. The API now allows you to programmatically retrieve data on your customers, campaigns, segments, and messages. There’s a lot of data inside of Customer.io—that belongs to you—so we wanted to make sure you have access to use in any way you want.

  • Data Index. The Data Index page is a new way to view a complete list of events and attributes that exist in your Customer.io workspace. This is a great way to see where all your data is used, understand your team’s naming conventions, and view sample values.

We’ll continue to release new features in 2019 to help you have the most successful year possible. Want to know what else Customer.io did in 2018 besides release these amazing new features? Check out our 2018 year in review to read all of our Company highlights including our new vision/mission/strategy work and design improvements rolling out this year.