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      Twilio Segment
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        Twilio Segment

        • 10 Minutes to read
          Article summary

          Twilio Segment is a customer data platform (CDP) that allows businesses to collect, manage, and analyze customer interactions across various channels, enabling them to unify customer data and deliver better engagement through data-driven marketing.

          Antavo's bidirectional Twilio Segment integration allows you to synchronize customer and event data between the two platforms, facilitating the creation of personalized experiences using loyalty-related data and enhancing customer engagement with your brand. As part of the integration, the Antavo source app and Antavo (Actions) destination app are now available in Twilio Segment's catalog.

          ⚠️

          Data synchronization to and from multiple Antavo workspaces is not supported. Currently, you can add only one instance of the Antavo source app and one instance of the Antavo (Actions) destination app to your Twilio Segment workspace.

          To access the configuration interface, navigate to the Modules menu and search for Twilio Segment integration in the list.

          Configuring the outbound connection from Antavo to Twilio Segment

          Antavo's Twilio Segment integration allows you to send both event and customer-related data from Antavo to Twilio Segment. The configuration of the outbound connection involves three steps:

          • Adding and configuring the Antavo source app in the Twilio Segment workspace

          • Configuring the Twilio Segment integration in Antavo

          • Connecting a destination app to the Antavo source app in the Twilio Segment workspace

          📓

          The Antavo source app is an Event Cloud source which can be used to export and synchronize data into a Segment warehouse or into other enabled Twilio Segment integrations.

          Add and configure the Antavo source app in Twilio Segment

          Add the source app

          • In your Twilio Segment workspace, go to Connections > Catalog.

          • Search for the Antavo source app, and select it.

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          • Click Add Source on the app's catalog page.

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          Set up the source

          • On the Source setup page, provide a custom name for the app in the Name field (e.g., Antavo Source).
            Note that you can change the name later without disrupting the connection.

          • Click Add Source.

          • You will be redirected to the Overview page of the source app.

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          Enable data synchronization

          • Go to the Settings page of the source app.

          • Toggle Enable source to turn on data synchronization between Antavo and a Twilio Segment destination app.

          • Click Save Change.

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          Retrieve the write key

          • Navigate to the API Keys page in the sidebar.

          • Copy the Write Key.
            This API key is required to set up the connection on the Antavo-side. The Write key allows Antavo to push data to the Twilio Segment workspace where the source app is enabled.

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          Configure the Twilio Segment integration in Antavo

          Integration settings

          Set up customer ID mapping

          • In the Management UI, navigate to the Modules menu.

          • Search for Twilio Segment in the list.

          • Click Configure to open the Settings page of the module.

          • Under General Settings locate the Customer ID mapping dropdown.

          • Select the field that will be used as the Customer ID:

            • either the customer ID of the customer in Antavo,

            • or an external customer ID.

          • This identifier field is included in all events sent to and from Antavo and is used to reference the customers in external tools connected to Twilio Segment.

          Configure outbound settings

          • In the Segment write key field under Outbound settings, paste the write key copied from the Antavo source app’s API keys page in Twilio Segment.

          • In the Regional Segment dropdown, select the data processing region configured for your Twilio Segment workspace
            Refer to Twilio Segment's Regional Segment documentation for more details.

          ⚠️

          Outbound data synchronization will only succeed if the Regional Segment setting matches the data processing region of your Twilio Segment workspace.

          Save the configuration

          • Click Save to apply your settings.

          Event synchronization

          • In the Event sync field, select the events to be synchronized with Twilio Segment.
            You can add as many events as needed.

          • Click Save to apply your settings.

          Customer synchronization

          • In the Customer fields sync field, select the customer attributes to be synchronized with Twilio Segment when a customer profile update event is registered in Antavo.
            You can add as many fields as needed.

          • Click Save to apply your settings.

          ⚠️

          Only the customer attributes listed in this field will be synchronized with Twilio Segment.

          Connect a destination app to the Antavo source app in Twilio Segment

          • In your Twilio Segment workspace, go to Connections > Sources.

          • Search for the Antavo source app in the list and click its name.
            You will be redirected to the Overview page of the source app.

          Add a destination

          • On the app’s Overview page, scroll down to the Destination section.

          • Click Add Destination.

          • Select a destination app from the catalog.

          • Follow the destination app’s documentation to configure and enable it.

          ⚠️

          The Antavo source app is only compatible with Event streams destinations.

          Please note that it cannot be linked directly to the Antavo (Actions) destination app.

          Outbound logs

          Once synchronization is set up and running, you can track the outbound traffic activity on the Outbound logs page of the Twilio Segment integration in the Management UI.

          For each outbound API request to Twilio Segment, the following information is displayed:

          Timestamp

          The date and time of the outbound request

          Customer ID

          The customer ID used to identify the customer

          Event type

          The type of event registered in Twilio Segment:

          • Track event: API request used to synchronize event-related data

          • Identify event: API request used to synchronize customer profile updates

          Status code

          The HTTP status code returned by the request

          Response time (s)

          The time elapsed between the request and the response, measured in seconds

          Error

          The error message returned (if applicable)

          Identifier

          The identifier of the request

          You can expand each log entry to see the request and response body for the specific outbound request.

          Filter the outbound logs

          • On the Outbound logs page, use the Search field at the top to enter one or more filter criteria (e.g., set to Event type is in track to display only API requests that synchronize event-related data).
            You can filter the results by:

            • Identifier

            • Customer ID

            • Event type

            • Error

            • Status code

          • Click Search to display the filtered results.

          • To reset the filter, click the X button at the end of the search field.

          Configuring the inbound connection from Antavo to Twilio Segment

          With Antavo's Twilio Segment integration, you can synchronize event and customer-related data from Twilio Segment to Antavo. Setting the inbound connection involves two steps:

          • Configuring the Twilio Segment integration in Antavo

          • Adding and configuring the Antavo (Actions) destination app in the Twilio Segment workspace

          📓

          The Antavo (Actions) destination app is an Event streams destination that supports the Destination Actions framework.

          Configure the Twilio Segment integration in Antavo

          📓

          Skip this step if you have already configured an outbound connection.

          • In the Management UI, navigate to the Modules menu.

          • Search for Twilio Segment in the list.

          • Click Configure to open the Settings page of the module.

          Set up customer ID mapping

          • Under General settings, locate the Customer ID mapping dropdown.

          • Select the field to be used as the Customer ID:

            • either the customer ID of the customer in Antavo,

            • or an external customer ID.

          • This identifier field is included in all events sent to and from Antavo and is used to reference customers in external tools connected to Twilio Segment.

          📓

          If you do not plan to synchronize data from Antavo to Twilio Segment, leave the fields in the Outbound settings section blank.

          Add and configure the Antavo destination app in Twilio Segment

          Add the destination app

          • In your Twilio Segment workspace, go to Connections > Catalog.

          • Search for the Antavo (Actions) destination app.

          • Click Add destination on the app's catalog page.

          Select the data source

          • On the Select data source page, select the source app you want to connect to the Antavo (Actions) destination app.

          ⚠️

          The Antavo destination app is only compatible with the following Event streams sources:

          • Click Next.

          Configure the destination

          • On the Setup page, provide a custom name for the destination app (e.g., Antavo Staging).
            You can change the name later without disrupting the connection.

          • Click Create destination.
            You will be redirected to the Basic Settings page of the destination app.

          Configure basic settings

          • In the Stack field, enter your Antavo workspace’s environment (e.g., Staging).
            You can find this on the API settings page of the Management UI next to Your API Region.

          • In the API key field, provide the API key for your Antavo workspace.
            You can find this on the API settings page of the Antavo Management UI.

          • Toggle Enable Destination to allow data to be sent from the linked source app to Antavo.

          • Click Save changes.

          📓

          At this point, customer or event-related data cannot be sent to Antavo yet. You must first configure data mapping from the source app to the Antavo destination app on the Mappings page. To learn how to configure the mapping, see the Event synchronization and Customer synchronization sections.

          Event synchronization

          To synchronize external events from a source app in Twilio Segment to Antavo, follow these steps:

          • In the Antavo destination app, navigate to the Mappings page.

          • Click New Mapping.
            You are redirected to the mapping setup page.

          📓

          If you have already set up a mapping, the page may look different. In this case, the New Mapping button will be located on the right side of the page.

          Define streaming behavior

          • Under Define streaming behavior, select the Loyalty events action to map and synchronize external events to Antavo loyalty events.

          Define event trigger

          • Under Define event trigger, define the conditions to be met to send event-related data from the source app to Antavo:

            • Select a condition and an operator from the dropdown as needed.
              Note that the Loyalty events action already includes an Event Type is Track condition by default.

            • To define additional conditions, click Add condition.

          📓

          If you have already set up and enabled the source app, you can click Load event from source to display an existing event from the source app that matches the specified conditions.

          Map fields

          • Under Map fields, on the left side, specify which event properties from the source app should be mapped to the Antavo properties on the right.

          • Click Edit Object to specify the event data attributes that should be mapped to the Antavo event.

            • Enter the source event’s attributes in the fields on the left.

            • Specify their counterpart attributes in the Antavo event on the right.

          • To map additional event properties, click Add Mapping Field.

          ⚠️

          Antavo fields marked with an sterisk (*) must be mapped for this mapping to work.

          Also note that if the Multi-accounts module is enabled in your Antavo workspace, you must also map an attribute to the Account field.

          Save the mapping

          • Click Save at the bottom of the page.
            You will be redirected to the Mappings page, and a confirmation message will appear if the action is successful.

          • Use the toggle in the Status column to enable the mapping.
            Events that match the trigger condition in this mapping will be sent to the destination app.

          Customer synchronization

          To synchronize customer profile updates from a source app in Twilio Segment to Antavo, follow these steps:

          • In the Antavo destination app, navigate to the Mappings page.

          • Click New Mapping.
            You will be redirected to the mapping setup page.

          Define streaming behavior

          • Under Define streaming behavior, select the Profile updates action to map and synchronize external customer profile updates to Antavo customer data.

          Define event trigger

          • Under Define event trigger, define the conditions that need to be met to send event-related data from the source app to Antavo:

            • Select a condition and an operator from the dropdown as needed.
              Note that the Profile updates action already includes an Event Type is Identify condition by default.

            • To define additional conditions, click Add condition.

          📓

          If you have already set up and enabled the source app, you can click Load event from source to display an existing event from the source app that matches the specified conditions.

          Map fields

          • Under Map fields, on the left side, specify which customer properties from the source app should be mapped to the Antavo properties on the right.

          • Under Edit Object, specify the customer attributes that should be mapped to the customer data in Antavo:

            • Enter the source event’s attributes in the fields on the left.

            • Specify their counterpart attributes in the Antavo event on the right.

          • To map additional customer attributes (e.g., custom fields), click Add Mapping Field.

          ⚠️

          Antavo fields marked with an asterisk (*) must be mapped for this mapping to work.

          Also note that if the Multi-accounts module is enabled in your Antavo workspace, you must also map an attribute to the Account field.

          Save the mapping

          • Click Save at the bottom of the page.
            You will be redirected to the Mappings page, and a confirmation message will appear if the action is successful.

          • Use the toggle in the Status column to enable the mapping.
            Events that match the trigger condition in this mapping will be sent to the destination app.

          Inbound logs

          Once the synchronization is set up and running, you can track the outbound traffic activity on the  Outbound logs pag of the Twilio Segment integration in the Management UI.

          The following information is displayed for each outbound API request to Twilio Segment:

          Timestamp

          The date and time of the outbound request

          Customer ID

          The customer ID used to identify the customer

          Event type

          The type of event that is registered in Twilio Segment. This can be either:

          • Track event: API request used to synchronize event-related data

          • Identify event: API request used to synchronize data related to customer profile updates

          Status code

          The HTTP status code returned by the request

          Response time (s)

          The time that elapsed between the request and the response, measured in seconds

          Error

          The error message returned (if applicable)

          Identifier

          The identifier of the request

          You can expand each log entry to see the request and response body for the specific outbound request.

          Filter the inbound logs

          • In the Search field at the top of the Outbound logs page, enter one or more filter criteria (e.g., set to Event type is in track to display only API requests that synchronize event-related data).
            You can filter the results by:

            • Identifier

            • Customer ID

            • Event type

            • Error

            • Status code

          • Click Search to display the filtered list.

          • To reset the filter, click the X button at the end of the field.

          What's Next