Some launches add features. This one adds up to something. 

We've shipped a lot of features over the years. New channels, smarter segmentation, deeper data integrations. Each release moved the needle in some meaningful way. But what we're launching today is different.

The teams that lean into this release won't just work faster. They'll work in a way that was impossible six months ago.

Today we're releasing eight new capabilities—AI-powered intelligence, outcome-first measurement, a redesigned experience, and expanded channel reach—that don't just expand what you can do, but change what's possible. Taken together, they represent the largest product release in Customer.io's history.

Here's what's new, and more importantly, what it unlocks for you.

Most AI in customer engagement tools operates at arm's length. It can help you write a subject line, suggest a send time, or generate a segment description. But it doesn't know your customers. It doesn't understand your data. It can't translate your intent into platform actions without a lot of manual lift.

That gap—between what you want to do and what the platform can execute—is where time gets lost, and potential gets left on the table. Your new AI Agent closes it.

Your AI Agent is built directly into Customer.io, and it works differently from any AI you've seen inside a marketing platform. It doesn't just respond to questions—it understands your workspace. It knows your attributes, segments, campaigns, and performance history. So when you ask it to help build something, you're not starting from scratch—you're working with an AI that's already read the room.

Ask your Agent to build a re-engagement journey. It won't give you a generic template. It'll review your existing inactive segments, analyze your engagement data, and propose a solution grounded in your actual setup. You review it, refine it, and approve it. The Agent handles the execution.

That's the shift. Not AI as a productivity tool. AI as a genuine collaborator—one that removes the translation layer between what you want to do and what the platform can do. The more your team uses it, the more useful it becomes. Your Agent learns from your workspace over time, so its output sharpens as your data grows.

The AI Agent helps you build. LLM Actions help your journeys decide.

LLM Actions let you call any large language model directly within a campaign workflow—no webhooks, no external services, no engineering overhead. The output is stored as a journey attribute and can be used to personalize messages or drive branching logic downstream. This means you can generate truly personalized content mid-flight—product recommendations tailored to a specific customer, dynamic messages that adapt to real-time context, and routing decisions driven by the model's inferred intent. No static template could account for all of that. LLM Actions can.

It's power without the complexity. Write the prompt using your customer data as context, define the output, and let your journeys do the rest. LLM Actions allows you to consolidate what you might have been doing externally with other tools into Customer.io.

We now measure LLM Actions using AI credits, introduced in this release. Every paying Customer.io account receives a one-time grant of 100,000 credits, valid for 90 days from the date of becoming a paying customer—enough runway to experiment with AI-powered workflows and measure their impact.* We’re excited for customers to sample with this introductory credit program running through June 30th. Additional credits are available at $10 per 100,000 credits; reach out to your account team to purchase.

Use of AI features is subject to applicable Promotional Credit Terms and Features Terms.

Two things slow marketers down more than anything else: not knowing if a campaign worked, and not being able to find the one that did.

Marketing without clearly defined goals is like running a race without a finish line. You know you're moving, but you don't know if you're winning.

Goals in Customer.io let you define specific outcomes you're optimizing for—a purchase, a subscription upgrade, a key activation event—and then connect every campaign and broadcast that influences it. Goals become the lens through which you evaluate your strategy, so when you ask "did this work?", you get a real answer, not just open rates.

How does this differ from a conversion event? Conversion events are useful in isolation, but they break down quickly when your real-world strategy involves multiple touchpoints. A trial-to-paid conversion might be influenced by an onboarding journey, a nurture broadcast, a re-engagement campaign, and a time-based nudge—all running in parallel. Measuring one campaign at a time will never capture that.

Goals is built for how strategies actually work. One goal can connect to many campaigns; one campaign can contribute to many goals. Progress is counted by people, not events—if five campaigns all touched the same converted customer, Goals counts that as one conversion, not five. And because Goals is an independent object rather than a property of any single campaign, it persists across your entire workspace as a source of truth for whether the thing you're trying to move is actually moving.

If you've ever spent ten minutes hunting for a campaign you built six months ago, this one's for you.

Universal Search makes everything in your Customer.io workspace instantly findable—campaigns, broadcasts, segments, attributes, and more—through a single search experience. It surfaces what you need without requiring you to remember exactly where you put it.

It's a small thing that makes a big difference when you're moving fast.

We've also redesigned the Customer.io (http://Customer.io) interface from the ground up. It's a foundation built to match the sophistication of what's now possible inside the platform.

• The home dashboard is getting a full refresh.
• New icons and navigation make the left rail cleaner and faster to scan.
• Universal Search is now accessible via ⌘K from anywhere in the product.
• Colors have been updated throughout.
• The campaign builder interactions—panning, dragging, using Escape to cancel in-progress actions—are smoother.
• Sticky notes support rich text editing, smarter copy behavior, and better authorship tracking.
• You can now personalize your favorites list in the build menu and change campaign trigger types without starting over.

The result is a product that gets out of the way and lets you focus on the work.

We've also built out a new performance dashboard that gives you visibility into your workspace health—whether your sends are going out immediately, how your campaign processing is performing, and whether anything is slowing down. It’s the kind of operational clarity that used to require a support ticket to answer. Now it’s a URL away.

This release also brings two new channels to Customer.io: WhatsApp and LINE.

WhatsApp reaches more than two billion people globally, with a dominant presence across LATAM, EMEA, and APAC. LINE is the primary messaging platform in Japan, Thailand, Taiwan, and Indonesia. WhatsApp is now available as a native channel in Customer.io, and LINE as an integration—both with self-serve activation and unified analytics.

If your audience is there, you can be too.

The right way to think about this release is as a system. The AI Agent and LLM Actions expand what the platform can do on your behalf. Goals, Universal Search, and the redesigned UI give you clearer visibility into whether it's working. Add WhatsApp and Line alongside all your other channels—Customer.io can follow your customers wherever they are. These aren’t parallel features, they’re compounding ones.

The platform has always been about helping teams do sophisticated things at scale. What this release adds is a platform that doesn't just execute your strategy—it actively helps you build one. And for the first time, getting sophisticated output from Customer.io doesn't require deep knowledge of it. Tell the Agent what you want, and it builds it. That changes who this platform is accessible to.

If you're an existing Customer.io customer, these features are rolling out to your workspace now. The best place to start is the AI Agent—spend 20 minutes with it on a real project, and you'll quickly understand what's different about it.

If you're not yet a Customer.io customer and you're reading this because you've been watching what we're building, now is a good time to take a closer look.

What are AI Credits, and do I need them?

AI Credits are the unit of consumption for LLM Actions. Every paying Customer.io account receives an introductory 100,000 credits at launch to experiment with AI-powered workflows at no cost.*. Additional credits can be purchased. Learn more about AI credits here.

Use of AI features is subject to applicable Promotional Credit Terms and Features Terms.

What's the difference between the AI Agent and LLM Actions?

The AI Agent is a conversational collaborator you interact with directly—ask it to build a campaign, analyze performance, or draft copy, and it handles the execution. LLM Actions are a step inside a journey that fires at runtime for each individual customer—generating personalized content, scoring intent, or driving routing decisions automatically. They're complementary: the Agent helps you build, and LLM Actions help the journey decide.

Is my customer data used to train models?

No. Data sent to hosted models is not used for training.

What can Universal Search find?

Segments, campaigns, broadcasts, actions, and templates—all from a single ⌘K interface, using semantic matching that understands what you mean, not just what you typed. Profile search is coming soon.

How is Goals different from a conversion event?

A conversion event is attached to a single campaign. Goals is an independent object that multiple campaigns can connect to simultaneously—reflecting how real strategies actually work. Progress is counted by people, not events, and is deduplicated across campaigns so the same conversion doesn't get credited twice.

Does Customer.io handle WhatsApp billing?

No. WhatsApp messaging is billed per conversation by Meta, with rates varying by country. Customers manage billing directly through their Meta account.

Does LINE come at an additional cost?

No, Customer.io doesn't charge for LINE sends. Billing is handled directly by LINE.