Word list
Word choices to use consistently across Customer.io interfaces.
Product areas & proper nouns
These names keep their capitalization everywhere, including mid-sentence.
| Term | Notes |
|---|---|
| AMP | Proper noun (also "AMP for email"). |
| Community | Proper noun — the Customer.io Community forum. |
| Customer.io | Always capitalized, including mid-sentence. |
| Customer.io Academy | Proper noun. |
| Global Styles | Proper noun. |
| Liquid | Proper noun — Customer.io's templating language. |
| Premium / Premium Integrations | Proper noun. |
| Slack Agent | Proper noun — a surface-qualified name for the Agent. Don't rewrite to "the Agent in Slack". |
| Startup Program | Proper noun. |
Contextual product areas — capitalize when naming the feature or area, lowercase as a common noun. See Grammar and mechanics for the full rule.
Assets · Broadcasts · Campaigns · Collections · Custom objects · Data index · Data Pipelines (always) · Deliveries · Design Studio (always) · Destinations · Email layouts · Exports · Geofences · Goals · Imports · In-App · Inbox preview · Integrations · Journeys · Message library · Newsletters · Reports · Segments · Snippets · Sources · Transactional · Workspaces
Substitutions & forbidden words
Some of these words are vague, some blame the person, and some make claims the product should demonstrate rather than assert. Each has a more direct alternative.
| Don't use | Use instead |
|---|---|
| AI-powered | Lead with the outcome instead. |
| Blacklist | Blocklist |
| Click / tap / hit | Select |
| Confirm | The specific action verb |
| Dummy data | Sample data, placeholder data |
| Easy / simple | Remove or rephrase |
| He / she / he or she | They |
| Kill / abort | Stop, cancel, end |
| Master / slave | Primary / replica, leader / follower |
| OK | The specific action verb |
| Oops | Rewrite the error directly |
| Please | Rewrite as a direct instruction |
| Powerful | Show capability, don't claim it |
| Recalled / revoked / rescinded | Not available, not supported |
| Sanity check | Check, verify, review |
| See (as in "see all results") | View |
| Solution (as a noun) | Reframe as active verb phrase |
| Submit | The specific action verb |
| The bot / the AI / the tool / AI Agent / Agent (without article) | The Agent (see Terminology) |
| Unfortunately | Rewrite directly |
| Unlock | Enable, access, turn on |
| User / end-user | Profile, member, or person (see Terminology) |
| Watch (video) | Play |
| Whitelist | Allowlist |
| Yes / No | The specific action verb |
Terminology
The terms we use for the people and features in the product, and the distinctions between them. See Referring to people for how these choices play out in copy.
| Term | Meaning |
|---|---|
| Agent, the | The feature (capitalized, with article). Customer.io speaking about its own feature: "our Agent" (capitalized). A person's individual instance: "your agent" or "my agent" (lowercase, with possessive). Never "Agent" alone, "AI Agent", "the bot", "the AI", or "the tool". Surface-qualified names stay as written ("Slack Agent"). See Writing for AI features. |
| Member | A person who uses the Customer.io product — a teammate or seat in an account. |
| Person / people | Generic reference where neither profile nor member is specific. |
| Profile | A workspace's end customers — the people in the audience; the data model. |