PostHog Handbook Library / Engineering

212 words. Estimated reading time: 1 min.

# 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_id`s

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 on top of what ships

If you write or coordinate customer comms, join the `#changelog` internal Slack channel — it's the lowest-friction way to know what's just shipped. It's owned by the Wizard & Docs team and updated constantly as PRs merge.

The channel is populated by agentic workflows that scan merged PRs and feature flag changes in `posthog/posthog` and summarize them into it. You can opt a PR in or out via the Publish to changelog? checkbox on the PR template, or via the `@posthog` Slack app. See how to publish changelog for the full flow.

Canonical URL: https://posthog.com/handbook/engineering/customer-comms

GitHub source: contents/handbook/engineering/customer-comms.md

Content hash: `2d7e8f980cb51b6e`