Customer.io Advanced Troubleshooting

// lib/customerio-debug.ts
import { TrackClient, APIClient, RegionUS } from "customerio-node";

export class DebugCioClient {
  private track: TrackClient;

  constructor() {
    this.track = new TrackClient(
      process.env.CUSTOMERIO_SITE_ID!,
      process.env.CUSTOMERIO_TRACK_API_KEY!,
      { region: RegionUS }
    );
  }

  async debugIdentify(userId: string, attrs: Record<string, any>) {
    console.log(`\n--- Debug: identify("${userId}") ---`);
    console.log("Attributes:", JSON.stringify(attrs, null, 2));

    const start = Date.now();
    try {
      await this.track.identify(userId, attrs);
      const latency = Date.now() - start;
      console.log(`Result: SUCCESS (${latency}ms)`);
      return { success: true, latency };
    } catch (err: any) {
      const latency = Date.now() - start;
      console.log(`Result: FAILED (${latency}ms)`);
      console.log(`Status: ${err.statusCode}`);
      console.log(`Message: ${err.message}`);
      console.log(`Body: ${JSON.stringify(err.body ?? err.response)}`);
      return { success: false, latency, statusCode: err.statusCode, message: err.message };
    }
  }

  async debugTrack(userId: string, name: string, data?: any) {
    console.log(`\n--- Debug: track("${userId}", "${name}") ---`);
    console.log("Data:", JSON.stringify(data, null, 2));

    const start = Date.now();
    try {
      await this.track.track(userId, { name, data });
      const latency = Date.now() - start;
      console.log(`Result: SUCCESS (${latency}ms)`);
      return { success: true, latency };
    } catch (err: any) {
      const latency = Date.now() - start;
      console.log(`Result: FAILED (${latency}ms)`);
      console.log(`Status: ${err.statusCode}`);
      console.log(`Message: ${err.message}`);
      return { success: false, latency, statusCode: err.statusCode };
    }
  }
}

#!/usr/bin/env bash
set -euo pipefail
# scripts/investigate-user.sh <user-id>

USER_ID="${1:?Usage: investigate-user.sh <user-id>}"
SITE_ID="${CUSTOMERIO_SITE_ID:?Missing CUSTOMERIO_SITE_ID}"
API_KEY="${CUSTOMERIO_TRACK_API_KEY:?Missing CUSTOMERIO_TRACK_API_KEY}"

echo "=== Investigating User: ${USER_ID} ==="
echo ""

# 1. Check if user exists (try to identify with minimal data)
echo "--- API Connectivity Test ---"
HTTP_CODE=$(curl -s -o /dev/null -w "%{http_code}" \
  -u "${SITE_ID}:${API_KEY}" \
  -X PUT "https://track.customer.io/api/v1/customers/${USER_ID}" \
  -H "Content-Type: application/json" \
  -d '{"_debug_check":"true"}')
echo "Track API for user: HTTP ${HTTP_CODE}"

echo ""
echo "--- Dashboard Checklist ---"
echo "Check the following in Customer.io dashboard:"
echo "1. People > Search '${USER_ID}'"
echo "   - Does profile exist?"
echo "   - Does it have an email attribute?"
echo "   - Is there a 'Suppressed' badge?"
echo ""
echo "2. Activity tab:"
echo "   - Are events being received?"
echo "   - Any bounce/complaint events?"
echo "   - Last identify timestamp correct?"
echo ""
echo "3. Segments tab:"
echo "   - Which segments does user belong to?"
echo "   - Does segment match campaign audience?"
echo ""
echo "4. Campaigns > Find relevant campaign:"
echo "   - Is campaign status Active?"
echo "   - Does trigger event match?"
echo "   - Check 'Messages' tab for delivery attempts"

// Programmatic campaign debug
async function debugCampaignTrigger(
  userId: string,
  eventName: string,
  eventData: Record<string, any>
) {
  const debug = new DebugCioClient();

  console.log("=== Campaign Trigger Debug ===\n");

  // 1. Can we identify the user?
  const identifyResult = await debug.debugIdentify(userId, {
    _debug_campaign_check: true,
  });

  if (!identifyResult.success) {
    console.log("\nBLOCKER: Cannot identify user. Fix auth first.");
    return;
  }

  // 2. Can we track the event?
  const trackResult = await debug.debugTrack(userId, eventName, eventData);

  if (!trackResult.success) {
    console.log("\nBLOCKER: Cannot track event. Check error above.");
    return;
  }

  console.log("\n=== API Side OK ===");
  console.log("If campaign still not triggering, check in dashboard:");
  console.log(`1. Event name: "${eventName}" (must match exactly, case-sensitive)`);
  console.log("2. Campaign status: must be Active (not Draft/Paused)");
  console.log("3. Campaign audience: user must match segment/filter");
  console.log("4. Campaign frequency: check if user already received");
  console.log("5. Suppression: check if user is suppressed");
}

#!/usr/bin/env bash
set -euo pipefail
# scripts/cio-network-diag.sh

echo "=== Customer.io Network Diagnostics ==="
echo ""

# DNS resolution
echo "--- DNS Resolution ---"
for host in track.customer.io api.customer.io status.customer.io; do
  IP=$(dig +short "$host" 2>/dev/null | head -1)
  echo "${host}: ${IP:-FAILED}"
done

echo ""

# TLS check
echo "--- TLS Certificate ---"
echo | openssl s_client -connect track.customer.io:443 -servername track.customer.io 2>/dev/null \
  | openssl x509 -noout -subject -issuer -dates 2>/dev/null \
  || echo "TLS check failed"

echo ""

# Latency test
echo "--- Latency (5 samples) ---"
for i in $(seq 1 5); do
  LATENCY=$(curl -s -o /dev/null -w "%{time_total}" "https://track.customer.io")
  echo "Request ${i}: ${LATENCY}s"
done

echo ""

# Status page
echo "--- Platform Status ---"
curl -s "https://status.customer.io/api/v2/status.json" \
  | python3 -c "import sys,json; d=json.load(sys.stdin); print(f'Status: {d[\"status\"][\"description\"]}')" \
  2>/dev/null || echo "Could not fetch status"

# Quick API health check
curl -s -u "$CUSTOMERIO_SITE_ID:$CUSTOMERIO_TRACK_API_KEY" \
  -X PUT "https://track.customer.io/api/v1/customers/health-check" \
  -H "Content-Type: application/json" \
  -d '{"_diag":true}' \
  -w "\nHTTP: %{http_code} Time: %{time_total}s\n"

# Check App API
curl -s -H "Authorization: Bearer $CUSTOMERIO_APP_API_KEY" \
  "https://api.customer.io/v1/campaigns" \
  -w "\nHTTP: %{http_code}\n" | head -5

# Platform status
curl -s "https://status.customer.io/api/v2/status.json" | python3 -m json.tool