Full recap of Customer.io's Summer ‘26 product release webinar 

On August 6th, we hosted a live webinar walking through the newest release from Customer.io. If you missed it or want to revisit a section, you can find the replay here or watch the video below. To learn more about the release, you can review this blog post as well.

Your customers are moving through the world in real time, and this release was all about meeting them when it counts. On the lock screen. The moment they walk into the right place. Through their preferred messaging apps and providers. In a place they keep coming back to. Every moment that matters, covered.

The session covered the full feature set from this release, including:

• Geofencing: Trigger a message or workflow the moment a customer enters or exits a real-world location, natively, with no third-party location tool required. Learn more about geofencing.
• Live Notifications (Live Activities and Live Updates): Real-time, persistent updates on the iOS lock screen, no app open required. Discover live activities in Customer.io.
• Notification inbox: A persistent home for messages your audience can revisit, instead of a notification that disappears after one glance. See more info on the notification inbox.
• BYO SMS: Connect your own SMS provider of choice alongside Customer.io's existing sending options.
• Omnichannel Subscription Center: One place for your audience to manage preferences across every channel and topic.
• Tooltips: Guide your audience to the right place inside your product.
• WhatsApp Message Templates: Create, edit, and submit templates for Meta approval without leaving Customer.io (available via Native WhatsApp).
• LLM Actions improvements: Prompt templates, built-in prompt optimization, knowledge sources, and generate-from-prompt output fields, making it easier to build and scale LLM-powered steps in your workflows.
• Platform usability updates: Dark mode, clearer taxonomy, and a customizable sidebar, so the day-to-day feels easier to navigate.
• Multiple Apps per Workspace: Manage and send push notifications to multiple apps from one Customer.io workspace.

Thank you to everyone who joined live, and especially to everyone who submitted a question. We had a great turnout and couldn't get to everything live, so we've rounded up the most common and most useful questions below, organized by topic.

Not today. Geofencing is limited to circular regions (a center point plus a radius), and that's largely a constraint of the phone operating systems themselves. Both iOS and Android only support circular region monitoring natively, so custom shapes would require additional work beyond our backend. Polygon support is on our radar with no timeline to share yet. In the meantime, the common workaround is covering an irregular area with multiple circles in a single geofence set. GeoJSON import is supported, but as point-plus-radius rather than true polygon geometry.

No in-app action is needed. The trigger is the device physically entering or leaving the fence area. Here's the flow: your app's mobile SDK fetches nearby fences and registers them with the device's operating system. The OS then monitors location in the background and wakes the SDK when the user crosses a boundary. The SDK sends an enter or exit event into Customer.io, which can trigger campaigns, update segments, and so on. So the "action" is simply the person moving in the real world with the app installed and location permission granted. This is mobile-only; there's no web equivalent today.

The main consideration is consent. Geofencing runs on-device, so your app needs location permission from the OS, and you should collect consent in line with your privacy policy and applicable regulations like GDPR or CCPA. On the Customer.io side, geofence enter and exit events don't include device coordinates, only which fence was crossed, and the fence lookup itself is stateless (we don't store user location server-side). It also only works for identified profiles, so it can be tied directly into your existing consent flow.

You can connect one WhatsApp Business Account per workspace, and that account can have multiple numbers, which can be used across different messages. If you need separate accounts, that would require separate workspaces.

No. Frequency caps evaluate against a sliding window rather than time of day. If you want to restrict sending to certain hours, you'd set that up with a "wait until" step in the journey itself.

Not at the moment.

RCS is something we're keeping an eye on, but we don't have a timeline to share yet.

Nothing planned at the moment, but it's a request we'll factor in going forward.

All features mentioned are available on all plans, with the exception of geofencing and Live Notifications. Those two features are available on Premium and Enterprise plans only.

Not natively today. Segment conditions can match opens or clicks per campaign or newsletter, but not "any email tagged X." The good news: our reporting webhook payloads already include the campaign and newsletter tags on every open and click event. So the workaround is to send that webhook to a filter for the tag you want (in this case, "Dog"), then fire a custom event like dog_email_engaged back through the Track API, and segment on that event instead. This works for past and future emails with that tag, with no manual list to maintain.

Yes, but currently only inside the app itself, not on the phone's home screen app icon.

This is something we're actively thinking about. No estimated timeline yet, but stay tuned.

Not today. You do get an activity log showing who changed what on an automation, but there's no full version history or one-click rollback yet. It's a known request we're tracking, with no timeline to share.

Nothing planned at this time. If this is a requirement for your team, reach out, and we can talk through the roadmap together.