Customer.io

Step-by-step guide on ingesting your event data from Customer.io into RudderStack.

Customer.io is a popular marketing platform for sending targeted emails and push and SMS notifications to improve customer engagement and thereby the overall conversion rate. It leverages real-time behavioral data and advanced segmentation techniques across the web and mobile platforms to improve your customers' overall experience.

By adding a reporting webhook in Customer.io, you can send your Customer.io email events to RudderStack. These include events such as email delivered, opened, bounced, and more.

This guide will help you set up Customer.io as a source in RudderStack.

Getting started

Follow these steps to set up your Customer.io source in the RudderStack dashboard:

• Go to your RudderStack dashboard and click on Add Source. Then, select CustomerIO from the list of Event Stream sources, as shown:

• Assign a source name and click on Next.

To connect this source to a RudderStack warehouse destination, the source name should match the name of your warehouse schema.

• Your Customer.io source is now configured. Note the source Write key - this will be required to configure the endpoint URL in the following steps.

• Head over to your Customer.io account and navigate to the Integrations page from the sidebar. Then, look for the integration Reporting Webhooks, as shown:

• Click on Add Webhook and add the webhook URL as shown on the source settings page in your RudderStack dashboard.

The webhook URL is of the format:

<DATA_PLANE_URL>/v1/webhook?writeKey=<WRITE_KEY>

A sample webhook URL is shown below:

https://hosted.rudderlabs.com/v1/webhook?writeKey=1bCenS7ynqHh8ETX8s5Crjh22J

Refer to the data plane URL section for more information.

Make sure you add the source write key as query parameter to the URL. This is required to prevent the webhook from failing because of an invalid write key.

• Finally, save the webhook.

Supported events

The following sections list the Customer.io event types supported by RudderStack.

Common data mappings

The common data mappings for each of the supported event types is listed in the following table:

Customer.io property	RudderStack property
data.customer_id	userId
data.event_id	properties.eventId
data.identifiers.id	userId

Email events

RudderStack supports the following Customer.io email events:

Email Event	Description
Delivered	The delivery provider's report that the email was delivered to the inbox of the recipient.
Opened	An email was opened by the recipient.
Clicked	A tracked link in an email was clicked by the recipient/customer.
Bounced	The delivery provider's report that it was unable to deliver the email to the recipient.
Spammed	An email was marked as spam by the recipient.
Unsubscribed	The customer unsubscribed via a particular email.
Failed	The email was not successfully delivered to the recipient.
Dropped	The email was not sent as the recipient was suppressed.
Attempted	Customer.io retried sending the email to the email provider.
Converted	The conversion goal attributed to the email was matched.
Sent	The email was successfully sent to the recipient.
Drafted	The sender created an email draft.

The supported property mappings in addition to the common mappings listed above are as follows:

Customer.io property	RudderStack property
data.action_id	properties.actionId
data.broadcast_id	properties.broadcastId
data.delivery_id	properties.deliveryId
data.href	properties.link.url
data.link_id	properties.link.id
data.recipient	context.traits.email
data.subject	properties.emailSubject
data.failure_message	properties.reason
data.campaign_id	properties.campaignId
data.content_id	properties.contentId
data.newsletter_id	properties.newsletterId

Customer events

RudderStack supports the following Customer.io customer events:

Customer Event	Description
Subscribed	The customer was subscribed to a campaign.
Unsubscribed	The customer was unsubscribed from a campaign.

The supported property mappings in addition to the common mappings listed above is shown:

Customer.io property	RudderStack property
data.email_address	context.traits.email

SMS events

RudderStack supports the following Customer.io SMS events:

SMS Event	Description
Failed	The SMS could not be sent to the delivery provider.
Click	The recipient tapped the link present in the SMS notification.
Sent	The SMS notification was sent successfully.
Attempted	The SMS was attempted for delivery.
Drafted	The SMS notification was drafted.
Delivered	The SMS notification was delivered to the recipient.
Converted	The conversion goal attributed to the SMS was matched.
Bounced	The delivery provider's report that it was unable to deliver the SMS to the recipient.

The supported property mappings in addition to the common mappings listed above are as follows:

Customer.io property	RudderStack property
data.action_id	properties.actionId
data.broadcast_id	properties.broadcastId
data.delivery_id	properties.deliveryId
data.href	properties.link.url
data.recipient	context.traits.email
data.failure_message	properties.reason
data.campaign_id	properties.campaignId
data.link_id	properties.link.id

Push notification events

RudderStack supports the following Customer.io push notification events:

Push Event	Description
Failed	The push notification could not be sent to the delivery provider.
Click	The recipient tapped the link present in the push notification.
Sent	A push notification was sent.
Attempted	A push notification was attempted unsuccessfully.
Drafted	A push notification was drafted.
Opened	A push notification was opened by the recipient.
Converted	The conversion goal attributed to the push notification was matched.
Bounced	An invalid device token was reported by the delivery provider.
Dropped	The push notification was not sent to the recipient as the device token bounced.

The supported property mappings in addition to the common mappings listed above are as follows:

Customer.io property	RudderStack property
data.action_id	properties.actionId
data.broadcast_id	properties.broadcastId
data.delivery_id	properties.deliveryId
data.href	properties.link.url
data.link_id	properties.link.id
data.recipient	context.traits.email
data.device_id	properties.deviceId
data.failure_message	properties.reason
data.recipients	properties.recipients
data.campaign_id	properties.campaignId
data.device_platform	properties.devicePlatform

Webhook events

RudderStack supports the following Customer.io webhook events:

Webhook Event	Description
Failed	The webhook payload failed and was not sent to the recipient.
Click	The link in the webhook payload was clicked by the recipient.
Sent	A webhook payload was sent from Customer.io.
Attempted	A webhook event was attempted unsuccessfully and would be retried.
Drafted	A webhook draft was created by the sender.

The supported property mappings in addition to the common mappings listed above are as follows:

Customer.io property	RudderStack property
data.action_id	properties.actionId
data.broadcast_id	properties.broadcastId
data.delivery_id	properties.deliveryId
data.href	properties.link.url
data.link_id	properties.link.id
data.recipient	context.traits.email
data.failure_message	properties.reason

Slack events

RudderStack supports the following Customer.io Slack events:

Slack Event	Description
Failed	The Slack message failed and was not delivered to the recipient.
Click	The recipient clicked the link in the Slack message.
Sent	A Slack message was successfully sent to the recipient.
Attempted	A Slack message was attempted unsuccessfully and would be retried.
Drafted	A Slack message was drafted by the sender.

The supported property mappings in addition to the common mappings listed above are as follows:

Customer.io property	RudderStack property
data.action_id	properties.actionId
data.broadcast_id	properties.broadcastId
data.delivery_id	properties.deliveryId
data.href	properties.link.url
data.link_id	properties.link.id
data.recipient	context.traits.email
data.failure_message	properties.reason
data.campaign_id	properties.campaignId

The following image highlights the setup in the Customer.io dashboard:

Event transformation

The Customer.io webhook events are ingested into RudderStack after converting them into the RudderStack event format. The customer_id set by Customer.io is set as userId. In cases where Customer.io does not send the customer_id, the email address of the user is set as anonymousId.

Contact us

For queries on any of the sections covered in this guide, you can contact us or start a conversation in our Slack community.