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Troubleshooting your Segment integration
Troubleshooting your Segment integration

What to check if you don't see data flowing from Segment to Mutiny as you expect to.

Updated over a week ago

Mutiny's integration with Segment allows you to track your Segment events as conversions in Mutiny, and target your Segment traits to build personalizations for.

To capture your Segment data effectively in Mutiny, you must include Mutiny as a destination on whichever source(s) set the events and traits you would like to use in Mutiny. This very likely includes your frontend Segment source, and may also include a server-side integration from your product or backend server.

Note: You must have Segment installed on your public website to use this integration.

Mutiny will automatically pull in all user traits and will give you the option to add any events you want to track in Mutiny.

What to do if you don't see expected traits or events in Mutiny

Step 1 - Confirm Segment is running on your public website

A quick way to check this is to open up the console on your homepage by right clicking and selecting "inspect element" and then clicking on the Console tab. Type or paste window.analytics and hit enter. If Segment is on the page, you should see an array returned. If Segment is not on the page, you will see "undefined".

This is what you will see if Segment is running on your website:

This is what you will see if Segment is not running on your website:

Step 2 - Confirm Mutiny is added as a destination for whichever sources the traits and events are coming from

For this step, you will need to go into your Segment account. Use the Segment source debugger and click on Schema to determine which source is setting the traits and events you want to use in Mutiny. You will find events under the Events tab, and traits under the Identify tab.

Once you identify the right source or sources, make sure Mutiny is added as a destination for those sources.

Step 3 - Confirm Mutiny is making an identify call in the browser

On your website, right click on your page and click "Inspect" and then click on the "Network" tab. In the filter text bar, type "mutiny" and select the All tag to the right.

Scroll in the list to see a "b" call. On the right side, look in the "Headers" tab for {event_type: "segment_identify"}. This shows that Mutiny is making the Segment identify call and associating the Mutiny visitor ID with the Segment visitor ID.

Step 4 - Confirm your traits are now showing up in the Mutiny segment creator

Go into the segment creator in Mutiny and look for your traits listed under the "Known Users" category. Depending on your Segment configuration, you may also see a "Known Accounts" category. Account traits are a subset of user traits that come under the company key.

Step 5 - Confirm your events are now showing up as conversions you can add

Go into the Conversions tab, click the blue "+ New conversion" button in the top right, and select Segment on the following screen. If you click on the dropdown menu, you should see your Segment events.

Checking Segment traits and events in the browser

If you aren't sure of the names of Segment traits or events, you can check what fires in the browser. For example, if you want to see the name of your demo request event, open your Network tab and fill your demo request form to see what fires.

Here's how:

On your website, right click on your page and click "Inspect" and then click on the "Network" tab. In the filter text bar, type "segment" and select the XHR tag to the right to scope the view to only the relevant calls.

The "t" calls represent track calls and match Segment events.

The "i" calls represent identify calls and represent Segment traits

The data on the right panel under the "Headers" tab will show you associated information. For track calls, look for event names under "event".

Using Segment to match a visitor to their Salesforce Lead or Contact record

Mutiny can associate Segment known visitors with their Salesforce Lead or Contact record. For this association to work correctly, the visitor must have a Segment trait "email" written. This will get matched to the visitor's Salesforce record and allow you to use any other mapped Salesforce field for that visitor's record.

Note: The trait value must be exactly "email". Other casings or phrasings will not work.



Having Integration Issues?

Contact Mutiny support via intercom chat or at support@mutinyhq.com and we'll be happy to help resolve them.

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