Customer comms as an engineer

Got a service change you need to email customers about — an API deprecation, a new quota limit, a breaking SDK change, a migration deadline? Loop in Joe. He owns customer comms and will handle the copy and the send via Customer.io.

All you need to bring:

• A rough draft of what you want to say and why
• The audience: a PostHog cohort or a list of org_ids

Prior art to mirror: the feature-flags quota-limit rollout in product-internal#720.

For the underlying email infrastructure (Customer.io tags, categories, unsubscribe behavior), see the email comms handbook page. For incidents specifically, see engineering incidents — Marketing handles those comms too.

Staying ahead of what's about to ship

If you write or coordinate customer comms, join these two internal Slack channels — they're the lowest-friction way to know what's just shipped and what's about to land:

• #changelog – what's just shipped. Owned by the Docs & Wizard team and updated constantly as PRs merge.
• #coming-soon – what's shipping soon. Owned by the Marketing team and posted as a daily digest.

Both channels are populated by agentic workflows that scan merged PRs and feature flag changes in posthog/posthog and summarize them into the channel. You can opt a PR in or out via the Publish to changelog? and Alert Sales and Marketing teams? checkboxes on the PR template, or via the @posthog Slack app. See how to publish changelog for the full flow.