Pass is About to Expire Segment

If you're looking to target students who has a pass that is about to expire, you will want to use a timestamp condition when building your segment. Union has created a custom profile attribute for you to use with the timestamp rules. The attribute you can find in your Customer.io segment builder today is next_pass_valid_ends_at .

Perhaps you're wanting to create a campaign that's based off of a customer's expiration date. Or maybe you're wanting to include this as a delay in a campaign (like a condition). Let's take a look at both instances. We'll also offer a quick guide and insight on when to use a segment or in a delay.

Quick Guide

Let's use the example that you're wanting to gather a group of people who's pass is going to expire in 7 days. Since next_pass_valid_ends_at is a timestamp, here’s how you’d set it up:

1. Create a Segment or Add as a Condition in your Campaign
2. Define Conditions Based on Timestamps:
   • Set up the first condition:
     • Attribute: next_pass_valid_ends_at
     • Condition: is a timestamp after
     • Relative Date of: 0 days from now
   • This condition includes all users whose pass expiration timestamp is set for any time after the current moment, effectively capturing anyone whose pass hasn’t yet expired.
3. Add a Second Condition to Limit the Range:
   • Set up an additional condition:
     • Attribute: next_pass_valid_ends_at
     • Condition: is before
     • A Relative Date: 7 days from now
   • This second condition narrows it down to customers whose pass is expiring within the next 7 days.

By combining these two timestamp-based conditions, the segment captures anyone whose pass expiration date falls within the next week. This approach ensures you’re reaching customers in the crucial lead-up to their expiration date, optimizing for renewal opportunities and minimizing gaps in engagement.

Which version do I use?

As you already know, segments can be popped into anywhere in Customer.io, including conditions on delays. Let's take a look when you'll want to use these two versions.

As a Delay Condition

It's optimal to build the conditions directly in the workflow. This is because if the customer for some reason isn't in the general segment, they would never meet the condition.

As a Segment

If you're wanting to send a broadcast or a campaign based off an expiring pass. For example, you have an annual pass and you want to have a campaign that will start each time an annual pass is going to expire in 14 days so you can offer them a different offering (i.e. loyalty subscription). This segment would be used as the trigger in your campaign.

How to Build a Delay Condition in a Campaign (Most Common)

If you're looking to add this as a condition to a delay in a campaign, you'll want to begin by dragging the Wait Until option into your workflow. Then, click on the delay to apply your edits.

We'll start by adding the first condition for the delay. This will be capturing any pass expiration timestamp that is set for any time after the current moment. In other words, any pass that hasn't expired yet (active passes).

• Attribute: next_pass_valid_ends_at
• Condition: is a timestamp after
• Relative Date of: 0 days from now

Then, we'll want to add the second condition that will ensure it's for customer's who pass will expire in 7 days.

• Attribute: next_pass_valid_ends_at
• Condition: is before
• A Relative Date: 7 days from now

While rare, we recommend adding a max time to the delay. This is ensure that a customer isn't lingering in the wait until. Then, click Save.

Once you've saved, you'll see this branch into two sections. In most cases, for a condition like this, you wouldn't have an email on both sides (i.e. you go one way or the other if you meet the conditions). Rather, either way, they will receive the next email (or SMS).

Break Down to Build a Segment

Similar to the above, you'll be using the same attributes and conditions. To get started, you'll jump to your Customer.io segments and create a new segment.

Next, you'll add the details below. This will be capturing any pass expiration timestamp that is set for any time after the current moment. In other words, any pass that hasn't expired yet (active passes).

• Attribute: next_pass_valid_ends_at
• Condition: is a timestamp after
• Relative Date of: 0 days from now

Then, you'll want to add a second condition. This second condition will refine to to the customer's whose pass is expiring in the next 7 days.

• Attribute: next_pass_valid_ends_at
• Condition: is before
• A Relative Date: 7 days from now

Finally, click save. You'll see the group of people who meet these conditions in the right side of the screen. If you want to see the People, just click!

Note: The gifs are unable to show the drop down for the condition. Here's a snapshot for additional reference.