10

Introduction to Journeys

Welcome to Journeys—Customer.io’s messaging interface! The pages in this Getting Started section aim to introduce you to our platform. This page introduces the core concepts involved in working with Customer.io. The following pages dive deeper into each concept.

Journeys incorporates data from your customer touchpoints, helping you customize campaigns and send sophisticated, personalized messages that support and engage your audience.

How it all works

The image below illustrates what a well-rounded integration with Journeys looks like.

1. Your Product sends customer activity to Data Pipelines and associates that data with individual People in your Customer.io Workspace.
2. Next, you activate your data: populate Segments and Ad Audiences then build powerful campaigns that send Messages personalized to Your Audience.
   1. You can also send your Customer.io data (People, Objects, etc) to Data Pipelines to update Your Product and External Tools like Analytics, CRMs and more.
3. Your Messages spark more customer activity over in Your Product and around we go again!

People

In Journeys, everything revolves around people. In Customer.io, you represent a person with data:

• the things you know about them (attributesA key-value pair that you associate with a person or an object—like a person’s name, the date they were created in your workspace, or a company’s billing date etc. Use attributes to target people and personalize messages. Attributes are analogous to traits in Data Pipelines.)
• the things they do (eventsSomething that a person in your workspace did. Events can trigger campaigns, add people to segments, etc. You can access event properties in liquid with {{event.<property>}})
• the things they’re related to (objectNot to be confused with a JSON object, an object in Customer.io is a non-person entity that you can associate with one or more people—like a company, account, or online course. You can use objects to message people based on changes to their company, account, or course itinerary. relationships)
• the campaigns they’re in and the messages they’ve received

You’ll find people and their associated data on the People page.

Segments

Segments are groups of people who match the same criteria. A segment can trigger campaigns, define recipient lists, represent conversion criteria, and more. To help you get started, we’ve pre-configured a few segments for you. If you go to the Segments page, you’ll see segments like “Paying Customers”, “Have not logged in recently” and “Unsubscribed”. Be sure to check those out!

Learn more about segmenting your users here: Getting Started: Segments

Campaigns, Broadcasts, and Transactional Messages

Campaigns and Broadcasts send email, SMS, push, and in-app messages to your people. But, beyond that, your campaign and broadcast workflows can send Slack messages, webhooks, update attributesA key-value pair that you associate with a person or an object—like a person’s name, the date they were created in your workspace, or a company’s billing date etc. Use attributes to target people and personalize messages. Attributes are analogous to traits in Data Pipelines., and more.

Transactional messages are emails that you send in response to your audience’s actions in your app.

Campaigns are the quintessential messaging automation workflow. They help you send one or more messages in a workflow sequence to people when they meet your trigger condition(s). You can trigger campaigns when people perform events, when they join Segments (e.g. they meet attribute conditions), and so on.

Campaigns are ideal for dripping content to people as they become eligible to receive it.

• Welcome and onboarding series
• Re-engagement series
• Behavioral messages (respond to actions people take in your app or on your website)

Broadcasts send a message to a list of recipients. Broadcast messages are queued to send to all the defined recipients at a time you specify.

Broadcasts are ideal for manually sending newsletters or programmatically triggering announcements in bulk, like:

• Newsletter messages
• Pre-scheduled announcements
• Promotions
• Periodic release notes
• Community alerts
• Event change notifications
• Product launches

Transactional messages help you respond directly to your audience’s actions in your app. Unlike broadcasts and campaigns, transactional messages are one-to-one interactions. Transactional messages are ideal for:

• Purchase receipts
• Registration confirmations
• Password resets
• Event reminders
• Shipping updates

Learn more about Campaigns and Broadcasts or Transactional Messages.

Integrations

When you grasp the basics, you’ll want to plan your integration. We support both inbound and outbound integrations, so you’ll plan both what you want to send into your workspace and what data you want to send to other services (through Data Pipelines).

You’ll decide what data to send into your workspace, how to send it, and when to send it. You’ll also determine if you need to retrieve data from Customer.io. Our API enables you to build custom tools related to your organization’s use of Customer.io.