Customer.io Campaign Audit

14-day trial
communications map

Every email, in-app message, and sales touchpoint a single customer receives from trial start through post-trial. Pulled live from Customer.io on 2 April 2026.

Emails during trial

7-11

8 marketing + up to 3 sales. Conditional on conversion and clicks.

In-app during trial

9

Modal takeovers, pop-ups, and banners. Every trial user.

Post-trial comms

6

3 emails + 3 in-app if they don't convert.

Total touchpoints

26

14 emails + 12 in-app messages across all campaigns.

Overview

5 active campaigns fire on trial start

A new 14-day trial user enters all of these simultaneously. Each campaign runs independently with its own timing and exit conditions.

Mktg

Onboarding / Free Trial

8 emails over 14 days. Welcome, setup, features, social proof, booking, thank you, trial ending, final reminder. Exits if user converts.

Sales

Sales - Outreach

1-3 emails. Sends follow-ups only if previous email wasn't clicked. Personal-style sales emails. Exits if user converts.

In-App

30 Day Reverse Trial In-App

9 in-app messages. Modals, pop-ups, and banners promoting trial features and 50% off offers. Exits if user converts.

Post

Post trial survey + Post trial series + Post trial in-app

3 emails (survey + two 50% off win-backs) and 3 in-app modals over the first month after trial expires.

01

Marketing emails

Campaign: Onboarding / Free Trial (ID 1)

8 emails. Exits early if user joins "Paying customers" segment. Final 2 emails are conditional on not converting.

Day
Email
Conditional?
0 (1hr)
Welcome to Carepatron
Always sends
1
Setting up your workspace
Always sends
2
Core features to elevate your practice
Always sends
4
You're in good company
Always sends
6
Set up your booking link
Always sends
7
Thank you!
Always sends
8
Free trial ending in less than a week
Only if not converted
13
Free trial - Final reminder
Only if not converted

02

Sales emails

Personal-style outreach triggered on trial start. Follow-ups are conditional on clicks. Exits if user joins "Paying customers" segment.

Sales - Outreach Campaign 3

Follow-ups only send if the previous email was not clicked. Exits on click (human).

Day
Email
Conditional?
0 (2hr)
Email 1 - Sales
Always sends
3
Email 2
Only if Email 1 not clicked
8
Email 3
Only if Email 2 not clicked

03

In-app messages

Campaign: 30 Day Reverse Trial In-App (ID 50)

9 in-app messages across the 14-day trial. Mix of modal takeovers (full-screen), pop-ups, and banners. Exits if user joins "Paying customers" segment.

Day
Message
Format
0
Trial Start
Modal Takeover
1
Glen Intro
Pop-up
2
50% off 6 months
Banner
3
First Win / 50% off
Pop-up / Banner conditional
4
50% off 6 months
Banner
7
7 Days Left
Modal Takeover
12
2 Days Left
Pop-up
13
50% off 6 months
Banner
14
Final Day
Modal Takeover

4 modal takeovers in 14 days

Full-screen modals on Day 0, 7, 12 (pop-up), and 14. Plus persistent banners on Days 2, 3/4, and 13. These are aggressive but standard for reverse-trial upsell flows.

04

Post-trial communications

If the user doesn't convert, 3 campaigns continue after trial expiry.

Post trial survey

1 email

Immediate on trial expiry. Asks why they didn't convert.

Post trial series

2 emails

50% off win-back at Day +2 and Day +11. Two more drafts exist but aren't sending.

Post trial in-app

3 in-app

Modals on Day +1, Day +8, and Day +28 (1 month).

Day
Campaign
Type
Message
+1
Post trial survey
Email
Survey
+1
Post trial in-app
In-app Modal
Free Plan Modal
+2
Post trial series
Email
Get 50% off (1st)
+8
Post trial in-app
In-app Modal
7 Days post-trial
+11
Post trial series
Email
Get 50% off (2nd)
+28
Post trial in-app
In-app Modal
1 month post-trial

05

Day-by-day timeline

Every touchpoint a trial user can receive, by day. Conditional sends noted.

Day 0 — 3 touchpoints

EmailWelcome to Carepatron
EmailSales - Email 1
In-AppTrial Start Modal Takeover

Day 1 — 2 touchpoints

EmailSetting up your workspace
In-AppGlen Intro Pop-up

Day 2 — 2 touchpoints

EmailCore features to elevate your practice
In-App50% off Banner

Day 3 — 1-2 touchpoints

EmailSales - Email 2if didn't click #1
In-AppFirst Win / 50% off

Day 4 — 2 touchpoints

EmailYou're in good company
In-App50% off Banner

Day 5 — quiet

No communications

Day 6 — 1 touchpoint

EmailSet up your booking link

Day 7 — 2 touchpoints

EmailThank you!
In-App7 Days Left Modal Takeover

Day 8 — up to 2 emails

EmailTrial ending in less than a weekif not converted
EmailSales - Email 3if didn't click #2

Day 9-11 — quiet

No communications

Day 12 — 1 touchpoint

In-App2 Days Left Pop-up

Day 13 — 2 touchpoints

EmailFinal reminderif not converted
In-App50% off Banner

Day 14 — Trial expires

In-AppFinal Day Modal Takeover

Summary totals

During trial (Day 0-14)

Marketing emails 6-8
Sales emails 1-3
Total emails 7-11
In-app messages 9
Total touchpoints 16-20

Post-trial (if not converted)

Survey email 1
Win-back emails (50% off) 2
Total emails 3
In-app modals 3
Total touchpoints 6

Total emails

10-14

Over ~6 weeks (trial + post-trial)

Total in-app

12

9 during trial + 3 post-trial

Total touchpoints

22-26

All campaigns combined, trial + post-trial

Methodology

How this was mapped

Pulled from Customer.io campaign data via API on 2 April 2026. Each campaign's action chain was traced to calculate exact delay sequences and conditional logic.

Campaign
ID
Status
Onboarding / Free Trial
1
Running
Sales - Outreach
3
Running
Post trial survey
7
Running
Post trial series
9
Running
30 Day Reverse Trial In-App
50
Running
Post trial in-app
55
Running

Notes

  • The 14-day trial path was introduced around late March 2026. Both campaigns (Onboarding and In-App) use a conditional branch at entry to route 14-day trial users to the new compressed flow vs the old 30-day flow.
  • Post trial series has 2 additional emails in draft (3rd and 4th win-back) that are not currently sending.
  • Sales Outreach has an SMS action (SMS 1) configured but in draft status — not actively sending.
  • All in-app messages send to unsubscribed users (overriding global unsubscribe settings).