What is Customer.io?
Customer.io is an automated messaging platform which allows theaters to create and send data-driven emails. INDY uses Customer.io manage and send transactional emails, such as order confirmations, for all clients.
Theaters who want more flexibility over the "look and feel" of their transactional emails can request their own workspace under INDY's account. This will also grant the ability to send send weekly showtimes, targeted promotions and more!
If you would like access to your own workspace, please create a support ticket and you will be added to our Customer.io Onboarding List.
If you have recently been given access to your own workspace, please read our Support articles on Marketing Lists and Unsubscribe Links prior to sending any marketing emails. It is important to familiarize yourself with INDY's marketing list system and your responsibility not send emails to unsubscribed contacts. You will also need at least one verified sending domain (see bottom of this article).
Transactional Emails
--- A transactional email is sent to an individual recipient following a commercial transaction or specific action performed by that person, such as an online ticket purchase or password reset request. INDY will label these emails as "transactional" when setting up your workspace. Many transactional emails can be found under the Transactional tab. Others (i.e. membership renewal emails) can be found in the Campaigns tab.
Below is a list of available transactional emails INDY's system can send through CustomerIO
Order Confirmation Email
A customer receives this email after completing a transaction
Password Reset Email
A user receives this email when they request a password reset or is activating their account for the first time
Upcoming Renewal Email
Notify a customer with paid membership 5 days before their membership ends and auto-renewal is not possible
Renewal Failed Email
Notify a customer with paid membership when their membership expires and auto-renewal is not possible
Gift Card Purchase Email
A customer purchases a gift card online (receives an order confirmation) and a separate email is mailed to the gift card's recipient address with redeemable code
Voucher Purchase Email
A customer purchases a voucher online (receives an order confirmation) and a separate email is mailed to the voucher's recipient address with redeemable code
Showing Change Email
Notifies customer if a showing has been cancelled, rescheduled or swapped screening rooms
Add showing change details and include custom message via INDY Admin's Showing Change Wizard tool
Concessions Reminder
Emails customer a link to update their order one hour before film starts
Recommended only for clients with pre-order functionality set up
Gift Card and Voucher Purchase Emails will only send if the functionality is set up on a website. Learn how to do this here.
Marketing Emails
--- Marketing emails can only be sent to accounts where the user has given their permission. This article provides more information about how to manage this. Do not send marketing emails to contacts who have opted-out or unsubscribed. It is each theater's own responsibility to ensure they are only sending marketing emails to subscribers.
Customer.io allows users to send two types of marketing emails: Broadcasts and Campaigns.
Broadcasts are perfect when you want to send one message, at a specific time, to a group of people. For example, a monthly newsletter or announcement. You can learn about how to send Showtimes emails here. For other types of marketing emails, such as special events (not listed as a showtime) or special offers, you can learn about how to send Newsletters here.
Campaigns can be a single message or series of messages which adapt to and send in response to user or data behavior. For example, an automated feedback email or abandoned cart message. Learn more about what campaign templates are available here.
🔔 Switching from another email marketing provider to Customer.io?
If you are currently using an email marketing service, like MailChimp or Constant Contact, and plan on switching to CustomerIO for email marketing, keep reading...
When INDY sets up an individual workspace, we only have access to the email addresses of registered members. If users are able to sign up to a mailing list which is not connected to INDY's system, please contact INDY. Due to how marketing permissions and other attributes are set up, only an INDY engineer will be able to import a list of new contacts.
Verifying your sending domain
Just been given access to your own workspace? Before it can be connected to INDY's system and you can start sending emails, you need at least one sending domain.
A sending domain indicates who the email is from. For example: hello@examplecinema.com
Customer.io allows you to add multiple From Addresses to a sending domain (e.g. support@examplecinema.com), as well as a name (e.g. Example Cinema <[email protected]>) which appears alongside the email address.
If you require INDY's support with a sending domain's verification, we will need to be notified during the onboarding process or by a support ticket. Our team will also require access to your domain. If you would prefer to verify the domain yourself, Customer.io has a video and support article on Domain Verification here.