Before you start
You'll need:
A Playable account with videos ready to export
A Customer.io workspace where the Snippet should be created
A Customer.io App API Key (see below)
The region of your workspace: United States or Europe
Get your App API key
Log in to the Customer.io workspace where you want your Snippets to appear.
Go to Settings → API Credentials → App API Keys.
Create a new key, or copy an existing App API key.
Important: Use an App API Key. Track and Pipelines credentials won't work and will cause the export to fail.
Not sure which region you're in? It's the one you picked when you created your Customer.io account:
United States: api.customer.io
Europe: api-eu.customer.io
Connect Customer.io to Playable
You only need to do this once. Playable saves your credentials for future exports.
Log in to Playable and select Customer.io as your integration.
Paste your App API Key.
Choose your region (US or EU).
Click Continue to Dashboard.
Export a video as a Snippet
Browse or search your video library. Click the Play button to preview a video first.
Click Export next to the video you want.
Enter a name for the Snippet. Use only letters, numbers, hyphens, and underscores.
Click Confirm and wait for the success message.
Playable prepares the video and creates the Snippet in your Customer.io workspace, including converting personalization placeholders into Customer.io's Liquid format.
Update a Snippet you've already exported
Exported a video before and want to refresh it? Playable can update the existing Snippet instead of creating a copy.
Click Export next to the video you exported previously.
Choose the existing Snippet when prompted.
Click Confirm and wait for the success message.
Note: If you've deleted the Snippet in Customer.io, export the video again to create a new one.
Use the Snippet in a message
Log in to Customer.io and open Snippets (under More in the sidebar).
Find your Snippet by the name you entered during export. Open it to check the content and preview.
Add it to your message using the Snippet's Liquid tag, which looks like
{{snippets.your-snippet-name}}.Because it's a reusable Snippet, you can use it in as many messages as you like. The exact message editor may look different depending on your Customer.io account.
Tips
Name Snippets clearly. Include the video or campaign name, and a date if it helps, so they're easy to find.
Preview before you export. Check the video and thumbnail match your campaign.
Test your message. Send a test to the email clients your audience uses before you launch.
Update vs. create new. Update when you want the latest version of the same Snippet. Create a new Snippet when you need a separate version.
Troubleshooting
Export failed: Check that you're using an App API Key (not Track or Pipelines) and that the region matches your workspace. Re-enter the key and try again.
Can't find the Snippet in Customer.io: Make sure you're in the same workspace the API key belongs to, refresh the Snippets page, and search for the exact name you entered. Also confirm you picked the right region in Playable.
FAQ
Does Playable need a separate Customer.io login?
No. Playable connects using the App API Key you provide.Where does my exported video show up?
As a Snippet in the Customer.io workspace linked to your App API Key.Can I use the same Snippet in multiple messages?
Yes.Can I use a Track or Pipelines key?
No. The connector needs an App API Key.
Need a hand?
Email us at support@playable.video. For Customer.io account or API key issues, contact Customer.io support.
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