Workspaces in Customer.io

Workspaces are a way of working with multiple products, sites or apps from a single Customer.io account. Everyone starts with one (its name is the same as your account name), and you can add or remove them as needed.

Selecting a people identifier

When you create a workspace, you determine the primary key (or keys) that you’ll use to identify people—id or email. This presents a fundamental difference in how you use the workspace.

You cannot change this setting later, but you can create different workspaces for different identifiers.

You can create workspaces to serve different purposes. You might have different workspaces to represent different organizations within your company, different supersets of audiences, and so on.

id-or-email-selection.png
id-or-email-selection.png

id-based workspaces

When you create a workspace with the User id option, you’ll create people using a unique id to people. Each id represents a person. Different IDs can have the same email address, device tokens, etc.

This is the standard, traditional method for identifying people and the option you should use for most workspaces.

In general, the id for a person comes from your backend system: a unique user name, account number, etc that you use to represent a person accross your service— your CRM, data warehouse, and in CIO.

IDs typically represent people who have an account with you, people whose activities you are aware of and want to represent with the same identifier both inside Customer.io and in other systems.

 Lookup people by email

You can still look up people by email address when you identify people by ID, but you might find that the same email address belongs to multiple IDs.

email-based workspaces

When you create a workspace using the Email address option, each email address represents a unique person in your workspace. You add people to, and reference people in, the workspace by email address.

 We normalize IDs in email-based workspaces

When you add a person to an email-based workspace, we use the person’s normalized email address as their ID. For example, if you add “Person Person@eXaMpLe.com” to your workspace, you can reference them as simply “person@example.com”.

Email-based workspaces are ideal for lead generation efforts and marketing to prospective clients. People in this workspace are people whose email addresses you know, but they haven’t yet created an account, subscribed to your service, made a purchase, etc—they haven’t yet generated an identifier in your backend systems that represents them across your systems.

In an email-based workspace, each person actually has two unique keys: you create new people by email, and we auto-generate an id for them. In general, you should reference people by their email address, but you may need to use the id for things like UTM tracking (Google Analytics), etc.

Like a standard workspace, you can change a person’s email, but not their id. The id provides a canonical reference for a person, so you can track changes, including a modified email address, for a person. When you need to change a person’s email, you must reference them by their Customer.io-assigned id.

Manage Workspaces

Click your workspace in the upper left corner and then click Manage all workspaces to see a list of your workspaces. From here you can add, edit or delete workspaces (if you have more than one).

Manage workspace settings
Manage workspace settings

Add a Workspace

  1. Click your workspace in the upper left corner and then click Manage all workspaces to go to the Workspaces page.
  2. Click Add.
  3. Give your new workspace a name and a custom color to help you differentiate between your workspaces.
  4. Determine the unique identifier for people in your workspace:
    • User id: You identify/create people by assigning an id.
    • email address: You identify/create people by email address, and we auto-generate an id for them.
      create-workspace.png
      create-workspace.png
  5. Set the default send behavior for the workspace:
    • Send messages normally: All messages send as defined in your workflow.
    • Test email delivery: Emails will send to a defined test address; other messaging types (Slack, webhooks, etc.) send as normal.
    • Never send messages: Message delivery is disabled.
  6. Select the team members who can manage and access the new Workspace. You can’t disable access to a Workspace for an Admin; Admins can access all Workspaces in an account.
  7. Click Save.

When you’ve finished adding your workspace, you can switch between workspaces from the main navigation bar.

Switch workspaces
Switch workspaces

Edit a Workspace

To edit an existing Workspace, go to the Workspaces page and click ‘Edit’ in the Manage settings:

Edit a workspace
Edit a workspace

You can change your Workspace’s name, delivery settings or access permissions for team members. You can also change the color assigned to the Workspace to help you differentiate between them.

Delete a Workspace

To remove a Workspace, go to the Workspaces page and click Delete.

You must type your Workspace’s name (case-sensitive) to delete it.

 Deleted workspaces are not recoverable.

Deleting a workspace permanently deletes all campaigns, emails, customers, deliveries, metrics, and data contained within a workspace. Make sure you’re prepared to lose this data before you delete a workspace.

Workspace Permissions

If you isolate workspaces by project, client, app, or something else, you can limit your teammates' access to certain workspaces.

Admin users can select the team members who can access and manage a workspace. You can change access settings when creating or editing a workspace or when adding new team members to the account.

Workspace access permissions
Workspace access permissions

Admins can access all Workspaces in the account. You cannot disable an admin’s access to a workspace.

FAQ

What data is shared across Workspaces?

No information is shared between Workspaces.

Workspaces are essentially separate instances of Customer.io. Each Workspace has its own people, campaigns, metrics, and other data.

How is billing calculated across Workspaces?

You are billed for the number of profiles you have and messages you send across all Workspaces on your account.

Is there any way of sharing data between Workspaces?

Workspaces are completely separate instances of Customer.io, each with their own people and associated data. This prevents sharing information and potentially messaging the wrong person. However, you can copy workflow actions across Workspaces).

What about testing? Are Workspaces a way to do that?

Although not designed specifically for testing, Workspaces can be used to set up testing/staging environments. Each Workspace is assigned its own set of API keys and are completely separate from your other Workspaces. Once you’re ready to migrate a Campaign or message from test to production, you can copy entire workflow actions from one Campaign to another across Workspaces.