diff --git a/src/_data/sidenav/main.yml b/src/_data/sidenav/main.yml index 7f2c03eeb7..73cfdfc36f 100644 --- a/src/_data/sidenav/main.yml +++ b/src/_data/sidenav/main.yml @@ -714,3 +714,11 @@ sections: # menu_icon: new-tab # - path: /config-api/tutorial-javascript-google-analytics # title: Creating a Javascript web source and Google Analytics destination +- section_title: Unified Profiles + section: + - path: /unified-profiles + title: Overview + - path: /unified-profiles/create-a-workspace + title: Create a New Segment Workspace + - path: /unified-profiles/connect-a-workspace + title: Connect an Existing Workspace to Twilio diff --git a/src/_includes/icons/unified-profiles.svg b/src/_includes/icons/unified-profiles.svg index 9962526e22..823a3a4d6a 100644 --- a/src/_includes/icons/unified-profiles.svg +++ b/src/_includes/icons/unified-profiles.svg @@ -1,3 +1,40 @@ - - - + + + + + + + + + + + + + + + + + + + + + + + + + + + + \ No newline at end of file diff --git a/src/unified-profiles/connect-a-workspace.md b/src/unified-profiles/connect-a-workspace.md index c7c53773fe..0c9d50e9be 100644 --- a/src/unified-profiles/connect-a-workspace.md +++ b/src/unified-profiles/connect-a-workspace.md @@ -1,245 +1,225 @@ --- title: Connect an Existing Segment Workspace -hidden: true --- -If you already have a Segment workspace, you can use a new or pre-existing [Segment Unify space](/docs/unify/quickstart/){:target="_blank"} to connect your customer data to Unified Profiles in Flex. +If you already have a Segment workspace, you can use a new or pre-existing [Segment Unify space](/docs/unify/quickstart/) to connect your customer data to Unified Profiles. -> warning "Unified Profiles in Flex has limited source and destination support" -> Unified Profiles supports the following connections: -> -> **Sources**: Salesforce, RETL sources (Postgres, Snowflake, Redshift, BigQuery) -> -> **Destinations**: Postgres, Snowflake, Redshift, BigQuery - -## Prerequisites - -- You must have requested access from the [Unified Profiles in Flex page](https://console.twilio.com/us1/develop/flex/unified-profiles){:target="_blank"} page in your Flex Console and been accepted into the Agent Copilot and Unified Profiles beta program. -- Your Segment workspace must be on the Business Tier plan with a Unify Plus entitlement. To upgrade to the Business Tier plan, communicate with your sales contact or [request a demo](https://segment.com/demo/){:target="_blank"} from Segment's sales team. +Your new Segment workspace must be on one of Segment’s [Customer Data Platform (CDP) plans](https://segment.com/pricing/customer-data-platform/){:target="_blank"}. To upgrade to a CDP plan, communicate with your sales contact or [request a demo](https://segment.com/demo/){:target="\_blank"} from Segment's sales team. ## Step 1: Set up your Unify space > success "" -> This section is about setting up a new Segment Unify space to link to Twilio Flex. If you have an existing Segment Unify space you'd like to use, proceed directly to [Step 2: Connect your data to Unify](#step-2-connect-your-data-to-unify). If your existing Unify space includes a Salesforce source, RETL source, and a Segment Profiles destination, proceed directly to [Step 3: Connect your Unify space to Flex](#step-3-connect-your-unify-space-to-flex). +> This section is about setting up a new Segment Unify space to link to Twilio. If you have an existing Segment Unify space you'd like to use, proceed directly to [Connect your Unify space to Twilio](#step-2-connect-your-unify-space-to-twilio). -Segment recommends creating a development or sandbox Unify space, verifying that your profiles appear as you would expect, and then creating a production Unify space. +Your Unify space acts as a central location for your Profiles, or collated information that you have for each of your customers. -In order to create a Segment Unify space, your Segment workspace must be on the Business Tier plan with a Unify Plus entitlement. To upgrade to the Business Tier plan, communicate with your sales contact or [request a demo](https://segment.com/demo/){:target="_blank"} from Segment's sales team. +Segment recommends connecting a development or sandbox Unify space to Twilio before creating a production Unify space. To create a Segment Unify space: -1. In Segment, navigate to Unify and click **Create Space**. -2. Enter a name for your space, select **Dev space**, then click **Create space**. -3. Set identity rules for your space by clicking **Set identity rules**. -4. Connect a source to your Unify space by clicking **Connect sources**. -5. Verify that your profiles appear as expected. When you're confident in the data quality of your profiles, repeat steps 1-4 to create a `prod` space. -6. After creating your `prod` space, navigate to the settings for your Unify space and select API access. -7. Copy the Segment Unify Space ID to a safe location, as you'll need this value to connect your Unify space to Twilio Flex. -8. Click **Generate Token**. Enter a name for your Profile API token, enter the password for your Segment account, then click **Generate token**. -9. Copy your Profile API token to a safe location and click the "I have written down this access token" checkbox, then click **Done**. +1. In Segment, navigate to **Unify** and click **Create Space**. +2. Enter a name for your space, select **Dev space**, then click **Create space**. +3. Click **Set identity rules** to set identity rules for your space. +4. Navigate to the settings of your Unify space and select **API access**. +5. Copy the Segment Unify Space ID to a safe location, as you'll need this value to connect your Unify space to Twilio. +6. Click **Generate Token**. Enter a name for your Profile API token, enter the password for your Twilio account, then click **Generate token**. +7. Copy your Profile API token to a safe location and click the *I have written down this access token* checkbox, then click **Done**. + +## Step 2: Connect your Unify space to Twilio + +To connect your Unify space to Twilio, follow the [Set up your Segment space](https://www.twilio.com/docs/unified-profiles/segment-space){:target="_blank"} instructions in the Unified Profiles documentation. + +By connecting your Unify space to Twilio, you can create a Unified Profiles Service and can use Unified Profiles in Flex and Studio. + +Before leaving Segment, note the following information about your Segment workspace and Unify space: + +- **Workspace ID**: Located in the [General Settings section](https://app.segment.com/goto-my-workspace/settings/basic) of your Segment workspace +- **Workspace slug**: Located in the [General Settings section](https://app.segment.com/goto-my-workspace/settings/basic) of your Segment workspace +- **Unify space slug**: Located in the address bar between `/spaces/` and `/explorer/`. For example: `app.segment.com/workspace-slug/unify/spaces/unify-space-slug/explorer` +- **Unify space ID**: Located in the API access settings for your Unify space (**Unify > Unify settings > API access**) +- **Profile API access token**: Either the access token you created in [Step 1: Set up your Unify Space](#step-1-set-up-your-unify-space), or for existing Unify spaces, a [new token](/docs/unify/profile-api/#configure-access). + +Twilio Flex customers have their Flex interactions added to Unify as a customer data source. The customer interactions automatically update the Profiles you have for each of your customers. -## Step 2: Connect your data to Unify -After you've created a Unify space, you must also connect a Salesforce CRM source, a data warehouse, and a Segment Profiles destination to your Unify space to link your customers' data to Unified Profiles. +Twilio Studio customers have profile read access through the [Search for a Profile](https://www.twilio.com/docs/studio/widget-library/search-for-a-profile){:target="_blank"} widget and profile write access using [Update Profile Traits](https://www.twilio.com/docs/studio/widget-library/update-profile-traits){:target="_blank"} widget for chatbot and IVR workflows. +## Step 3: Connect additional customer data sources to Unify + +After you've connected your Unify space to Twilio, you can connect additional data sources to your Segment workspace. For example, you can [add a CRM](https://app.segment.com/goto-my-workspace/sources/catalog?category=CRM), like Salesforce or Hubspot, as a data source to create rich, personalized support interactions for your agents in Twilio Flex, implement the [Analytics.js library on your website](https://app.segment.com/goto-my-workspace/sources/catalog?category=Website) to collect more granular data about the way your customers interact with your web properties, or [link your helpdesk](https://app.segment.com/goto-my-workspace/sources/catalog?category=Helpdesk) to your IVR workflow with Twilio Studio to gather a complete view of the reasons your customers are reaching out for support. If a data warehouse is your single source of truth about your customers, use [Reverse ETL](#set-up-reverse-etl) to import that data into Twilio to facilitate personalized interactions across your customer touchpoints, then use [Profiles Sync](#connect-a-warehouse-for-profiles-sync) to hydrate your Profiles with information gathered during customer interactions. + > success "" -> This section is about setting up a Salesforce source, RETL source, and a Segment Profiles destination to link to your Unify space. If you have an existing Segment Unify space with these connections that you'd like to use, proceed directly to [Step 3: Connect your Unify space to Flex](#step-3-connect-your-unify-space-to-flex). - -### Set up Salesforce -1. From the [catalog page in your workspace](https://app.segment.com/goto-my-workspace/sources/catalog/salesforce){:target="_blank"}, select the Salesforce source and click **Add Source**. -2. Enter a name for your Salesforce source and click **Authenticate**. -3. You are redirected to the Salesforce login page. Sign in with a username and password of a user that has _View all Permissions_ access. -4. You are redirected to the Permissions Verified page in Segment. Click **Next**. -5. On the SQL Schema name page, review the schema name and SQL query used to create the schema, then click **Next**. -6. You've connected Salesforce. Click the **Do it later** button and continue to [Connect a data warehouse ](#connect-a-data-warehouse). - -### Connect a data warehouse -1. From the [catalog page in your workspace](https://app.segment.com/goto-my-workspace/destinations/catalog?category=Storage){:target="_blank"}, search for and select a BigQuery, Postgres, Redshift, or Snowflake destination. -2. On the Choose Data Source page, select the Salesforce source you set up in the previous step and click **Next**. -3. Give your data warehouse destination a name and enter the credentials for a user with read and write access to your database. Click **Connect**. -4. Review the information on the Next Steps screen and click **Done**. - -> info "" -> Segment's initial sync with your data warehouse might take up to 24 hours to complete. - -### Add a Reverse ETL source +> This section is about setting up sources and destinations to link to your Unify space. If you have an existing Segment Unify space with these connections that you'd like to use, proceed directly to [Optional: Create computed traits and Predictions](#optional-create-computed-traits-and-predictions). + +### Connect a cloud app or library source +To connect a cloud app or library source: +1. From the [catalog page in your workspace](https://app.segment.com/goto-my-workspace/sources/), select your preferred business tool and click **Add Source**. +2. Enter a name for your source, fill in any additional settings, and click **Add Source**. + +### Set up Reverse ETL + Reverse ETL (Extract, Transform, Load) sources extract object and event data from a data warehouse using a query you provide and sync the data to your third party destinations. For example, with Reverse ETL, you can sync records from Snowflake, a data warehouse, to Flex, a digital engagement center solution. Reverse ETL supports customer profile data, subscriptions, product tables, shopping cart tables, and more. -Unified Profiles supports Postgres, Snowflake, Redshift, and BigQuery Reverse ETL sources. - -1. In the [Reverse ETL section of the Sources catalog](https://app.segment.com/goto-my-workspace/sources/catalog?category=Reverse%20ETL){:target="_blank"}, select the warehouse you previously connected to Salesforce and click **Add Source**. -2. Give your source a name and enter the credentials for a user with read and write access to your database. -3. Click **Test Connection**. If Segment can successfully connect to your warehouse, click **Add Source**. -4. On the Models page, click **Add Model**. -5. Select SQL Editor and click **Next**. -6. Create a SQL query that defines your model. After you've created a model, Segment uses your model to map data to your Reverse ETL destinations.
Segment recommends a model with the following format: - -``` sql -SELECT * FROM salesforce.accounts -``` -
    -
  1. - Click **Preview** to return 10 records from your warehouse. When you've verified that your records return as expected, click **Next**. -
    2. -
  2. - Enter a name for your SQL model and click **Create Model**. -
    3. -
- -### Add a Segment Profiles destination - -Create a Segment Profiles destination to add a mapping to your Reverse ETL source. - -1. From the [catalog page in your workspace](https://app.segment.com/goto-my-workspace/destinations/catalog/actions-segment-profiles){:target="_blank"}, select the Segment Profiles destination and click **Add destination**. -2. On the Choose Data Source page, select the Salesforce source you set up in the previous step and click **Next**. -3. Enter a name for your destination and click **Create destination**. -4. On the Mappings tab, click **Add Mapping**. -5. Search for the model you created when you added your Reverse ETL source, select **Send Identify** and click **Create Mapping**. -6. You're redirected to the Edit Mapping page. Under the Select mappings section, map event fields from your data source to the pre-filled values that Segment expects to receive. Add additional traits by entering your properties and event names in the Traits section. Clicking into an event field lets you search your destination's record fields.
**(Optional)**: To test your mapping, click the **Test Mapping** button. -7. When you've finished mapping all relevant event fields and verified that your test record contains all of the relevant user information, click **Save Mapping.** +To extract customer data from your warehouse, you must: + +1. [**Add a Reverse ETL source:**](#add-a-reverse-etl-source) You can use your Azure, BigQuery, Databricks, Postgres, Redshift, or Snowflake data warehouse as a data source. +2. [**Add a Segment Profiles destination**](#add-a-segment-profiles-destination): When you connect a Segment Profiles destination to your Reverse ETL source, you can send your warehouse data back to Segment to create and update [Profiles](/docs/profiles/) that can then be accessed through the [Profile API](/docs/profiles/profile-api/) and activated within [Unified Profiles](https://www.twilio.com/docs/unified-profiles){:target="_blank"}. + +#### Add a Reverse ETL source +To add a Reverse ETL source: +1. In the [Reverse ETL section of the Sources catalog](https://app.segment.com/goto-my-workspace/sources/catalog?category=Reverse%20ETL), select your preferred data warehouse and click **Add Source**. +2. Give your source a name and enter the credentials for a user with read and write access to your database. +3. Click **Test Connection**. If Segment can successfully connect to your warehouse, click **Add Source**. +4. On the Models page, click **Add Model**. +5. Select SQL Editor and click **Next**. +6. Create a SQL query that defines your model. After you've created a model, Segment uses your model to map data to your Reverse ETL destinations. +7. Click **Preview** to return 10 records from your warehouse. When you've verified that your records return as expected, click **Next**. +8. Enter a name for your SQL model and click **Create Model**. + +#### Add a Segment Profiles destination + +Create a Segment Profiles destination to add a mapping to your Reverse ETL source. To add a Segment Profiles destination: + +1. From the [catalog page in your workspace](https://app.segment.com/goto-my-workspace/destinations/catalog/actions-segment-profiles), select the Segment Profiles destination and click **Add destination**. +2. On the **Choose Data Source** page, select your data source you set up in the previous steps and click **Next**. +3. Enter a name for your destination and click **Create destination**. +4. On the **Mappings** tab, click **Add Mapping**. +5. Search for the model you created when you added your Reverse ETL source, select **Send Identify** and click **Create Mapping**. +6. You're redirected to the Edit Mapping page. Under the Select mappings section, map event fields from your data source to the pre-filled values that Segment expects to receive. Add additional traits by entering your properties and event names in the Traits section. Clicking into an event field lets you search your destination's record fields. + **(Optional)**: To test your mapping, click the **Test Mapping** button. + +7. When you've finished mapping all relevant event fields and verified that your test record contains all of the relevant user information, click **Save Mapping.** 8. You're returned to the Mappings page for your Segment Profiles destination. Under the Mapping status column, enable the mapping you created in the previous step. -## Step 3: Connect your Unify space to Flex - -To connect your Unify space to Flex, follow the [Connect an existing Segment Unify space](https://www.twilio.com/docs/flex/admin-guide/setup/unified-profiles/setup/unify-space){:target="_blank"} instructions in the Flex documentation. +### Connect a warehouse for Profiles Sync -Before leaving Segment, note the following information about your Segment workspace and Unify space: +Profiles Sync connects identity-resolved customer profiles to a data warehouse of your choice. -- **Workspace ID**: Located in the [General Settings section](https://app.segment.com/goto-my-workspace/settings/basic){:target="_blank"} of your Segment workspace -- **Workspace slug**: Located in the [General Settings section](https://app.segment.com/goto-my-workspace/settings/basic){:target="_blank"} of your Segment workspace -- **Unify space slug**: Located in the address bar between `/spaces/` and `/explorer/`. For example: `app.segment.com/workspace-slug/unify/spaces/unify-space-slug/explorer` -- **Unify space ID**: Located in the API access settings for your Unify space (**Unify > Unify settings > API access**) -- **Profile API access token**: Either the access token you created in [Step 1: Set up your Unify Space](#step-1-set-up-your-unify-space), or for existing Unify spaces, a [new token](/docs/unify/profile-api/#configure-access){:target="_blank"} +To set up Profiles Sync, complete the instructions in the [Set up Profiles Sync](/docs/unify/profiles-sync/profiles-sync-setup/) documentation. -## Step 4: Create Computed Traits and Predictions +## Optional: Create Computed Traits and Predictions -After linking your customer data to Flex through a Unify space, you can set up [computed traits](#computed-traits) and [Predictions](#predictions) to better understand your users. +After linking your customer data to Twilio through a Unify space, you can set up [computed traits](#computed-traits) and [Predictions](#predictions) to better understand your users. -> warning "Complete an interaction in Flex before creating computed traits in Segment" -> Before you can create computed traits in Segment, you must connect your Unify space to Flex and then complete a customer interaction in Flex. +> warning "Flex customers must complete an interaction in Flex before creating computed traits in Segment" +> Before you can create computed traits in Segment, you must connect your Unify space to Flex and then complete a customer interaction in Flex. ### Computed traits -[Computed traits](/docs/unify/traits/computed-traits){:target="_blank"} allow you to quickly create user or account-level calculations that Segment keeps up-to-date over time. These computations are based on the events and event properties that you are sending through Segment. + +[Computed traits](/docs/unify/traits/computed-traits) allow you to quickly create user or account-level calculations that Segment keeps up-to-date over time. These computations are based on the events and event properties that you are sending through Segment. To create a computed trait: -1. Navigate to the Unify space you linked to Flex and click **Traits**. -2. Click **Create computed trait**. -3. Select the type of event you'd like to create and click **Next**. -4. Select an event to be the base of your computed trait. -5. Add conditions and an optionally, an event property. - - **Conditions**: These restrict the messages considered when calculating the final value of a computed trait. For more information, see the [Conditions](/docs/unify/traits/computed-traits/#conditions){:target="_blank"} documentation. - - **Event properties**: These refine the computed traits to include only the specified properties. -6. Verify that your trait contains at least one member by clicking the **Preview Trait** button. -7. When you've verified that your trait contains at least one member, click **Next**. -8. On the Select Destinations page, don't add a destination. Instead, click **Next**. -9. Enter a name for your trait and click **Create Trait**. - -Segment recommends that you configure the following computed traits for Unified Profiles: -- [Total inbounds](#total-inbounds): Number of inbound attempts resulting in customer engagement + +1. Navigate to the Unify space you linked to Twilio and click **Traits**. +2. Click **Create computed trait**. +3. Select the type of event you'd like to create and click **Next**. +4. Select an event to be the base of your computed trait. +5. Add conditions and optionally, an event property. +- **Conditions**: These restrict the messages considered when calculating the final value of a computed trait. For more information, see the [Conditions](/docs/unify/traits/computed-traits/#conditions) documentation. +- **Event properties**: These refine the computed traits to include only the specified properties. +6. Verify that your trait contains at least one member by clicking the **Preview Trait** button. +7. When you've verified that your trait contains at least one member, click **Next**. +8. On the **Select Destinations** page, don't add a destination. Instead, click **Next**. +9. Enter a name for your trait and click **Create Trait**. + +#### Computed Traits for Flex + +Segment recommends the following computed traits created using Flex customer interaction data: + +- [Total inbounds](#total-inbounds): Number of inbound attempts resulting in customer engagement - [Frequent inbound channel](#frequent-inbound-channel): Identifies the user's most frequently used channel of communication Other computed traits that might be helpful include: -- [Total outbounds](#total-outbounds): Number of outbound attempts resulting in customer engagement -- [Last known service agent](#last-known-service-agent): Identifies the last agent to allow connecting to the same agent -- [Last interaction duration](#last-interaction-duration): The duration (in seconds) of the customer's last interaction with an agent + +- [Total outbounds](#total-outbounds): Number of outbound attempts resulting in customer engagement +- [Last known service agent](#last-known-service-agent): Identifies the last agent to allow connecting to the same agent +- [Last interaction duration](#last-interaction-duration): The duration (in seconds) of the customer's last interaction with an agent - [Sentiment in last interaction](#sentiment-in-last-interaction): AI-inferred sentiment in last interaction #### Total inbounds + Create an Event counter trait based on the "Flex - Engagement Initiated" event and add the following: - - **Event property**: direction - - **Operator**: equals - - **Value**: Inbound + +- **Event property**: direction +- **Operator**: equals +- **Value**: Inbound #### Frequent inbound channel + Create a Most frequent trait based on the "Flex - Engagement Initiated" event and add the following: - - **Event property**: direction - - **Operator**: equals - - **Value**: Inbound + +- **Event property**: direction +- **Operator**: equals +- **Value**: Inbound Add the following event property: - - **Event property**: channelType - - **Value**: Text -And add a Minimum frequency of 2. +- **Event property**: channelType +- **Value**: Text + +And add a Minimum frequency of 2. #### Total outbounds + Create an Event counter trait based on the "Flex - Engagement Initiated" event and add the following: - - **Event property**: direction - - **Operator**: equals - - **Value**: Outbound + +- **Event property**: direction +- **Operator**: equals +- **Value**: Outbound #### Last known service agent + Create a Last trait based on the "Flex - Engagement Initiated" event and add the following: - - **Event property**: lastKnownAgentWorkerSid - - **Value**: Text + +- **Event property**: lastKnownAgentWorkerSid +- **Value**: Text #### Last interaction duration + Create a Last trait based on the "Flex - Engagement Initiated" event and add the following: - - **Event property**: duration - - **Value**: Number(100) + +- **Event property**: duration +- **Value**: Number(100) ##### Sentiment in last interaction + Create a Last trait based on the "Flex - Engagement Completed" event and add the following: - - **Event property**: sentiment - - **Value**: Text - - +- **Event property**: sentiment +- **Value**: Text + +If you have the [Twilio Engage add-on](https://segment.com/pricing/customer-data-platform/){:target="_blank"}, you can use [Audiences](docs/engage/audiences/) to build a cohort of Profiles that all share a computed trait. + +For example, you could personalize the marketing your customers receive by creating an Audience of the Profiles that have a frequent inbound channel computed trait of `email` and sending those customers a promotion over email for your newest product. -### Predictions -[Predictions](/docs/unify/traits/predictions/){:target="_blank"}, Segment’s artificial intelligence and machine learning feature, lets you predict the likelihood that users will perform any event tracked in Segment. With Predictions, you can identify users with, for example, a high propensity to purchase, refer a friend, or use a promo code. Predictions also lets you predict a user’s lifetime value (LTV). +## Predictions -Segment recommends that you select the following Predictions for Unified Profiles: -- [Likelihood to churn](/docs/unify/traits/predictions/#likelihood-to-churn){:target="_blank"} -- [Predicted Lifetime value](/docs/unify/traits/predictions/#predicted-lifetime-value){:target="_blank"} +[Predictions](/docs/unify/traits/predictions/), Segment’s artificial intelligence and machine learning feature, lets you predict the likelihood that users will perform any event tracked in Segment. With Predictions, you can identify users with, for example, a high propensity to purchase, refer a friend, or use a promo code. Predictions also lets you predict a user’s lifetime value (LTV). -For more information about Predictions, see the [Predictions FAQ](/docs/unify/traits/predictions/using-predictions/#faqs){:target="_blank"} and [Predictions Nutrition Label](/docs/unify/traits/predictions/predictions-nutrition-facts/){:target="_blank"}. +Segment recommends that you select the following Predictions for Unified Profiles: + +- [Likelihood to Churn](/docs/unify/traits/predictions/#likelihood-to-churn) +- [Predicted Lifetime Value](/docs/unify/traits/predictions/#predicted-lifetime-value) + +For more information about Predictions, see the [Predictions FAQ](/docs/unify/traits/predictions/using-predictions/#faqs) and [Predictions Nutrition Facts Label](/docs/unify/traits/predictions/predictions-nutrition-facts/). ## Troubleshooting + You can use the following tools to debug issues you may encounter while configuring your Segment resources for Unified Profiles. ### Source debugger -The Source debugger is a real-time tool that helps you confirm that API calls made from your website, mobile app, or servers arrive to your Segment source, so you can troubleshoot your Segment connections. With the debugger, you can check that calls are sent in the expected format without having to wait for any data processing. -For more information about the Source debugger, see the [Source debugger](/docs/connections/sources/debugger){:target="_blank"} documentation. +The Source debugger is a real-time tool that helps you confirm that API calls made from your website, mobile app, or servers arrive at your Segment source, so you can troubleshoot your Segment connections. With the debugger, you can check that calls send in the expected format without having to wait for any data processing. + +For more information about the Source debugger, see the [Source debugger](/docs/connections/sources/debugger) documentation. + +### Delivery Overview + +Delivery Overview is a visual observability tool designed to help Segment users diagnose event delivery issues for any cloud-streaming destination receiving events from cloud-streaming sources. + +For more information about Delivery Overview, see the [Delivery Overview](/docs/connections/delivery-overview/) documentation. ### Profile explorer + Use the Profile explorer to view all user data, including their event history, traits, and identifiers. With the Profile explorer, you have a complete view of your customers. -For more information about the Profile explorer, see the [Profile explorer](/docs/unify/#profile-explorer){:target="_blank"} documentation. - -
- {% include components/reference-button.html - href="/docs/unified-profiles/" - icon="unified-profiles.svg" - title="Unified Profiles Overview" - description="Unified Profiles in Flex provides your Flex agents with real-time customer data from multiple enterprise systems." - %} - - {% include components/reference-button.html - href="/docs/unified-profiles/unified-profiles-workspace/" - icon="flex.svg" - title="Create a Unified Profiles Workspace" - description="Flex customers without an existing Segment workspace that includes a Unify space can obtain a Unified Profiles workspace and configure a Unify space. A Unified Profiles workspace provides limited access to Segment." - %} -
\ No newline at end of file +For more information about the Profile explorer, see the [Profile explorer](/docs/unify/#profile-explorer) documentation. \ No newline at end of file diff --git a/src/unified-profiles/create-a-workspace.md b/src/unified-profiles/create-a-workspace.md new file mode 100644 index 0000000000..aa5e3f2bde --- /dev/null +++ b/src/unified-profiles/create-a-workspace.md @@ -0,0 +1,264 @@ +--- +title: Create a New Segment Workspace +--- + +Twilio customers without an existing Segment workspace can create a new Segment workspace and a Unify space to share customer data with Twilio. + +Your new Segment workspace must be on one of Segment’s [Customer Data Platform (CDP) plans](https://segment.com/pricing/customer-data-platform/){:target="_blank"}. To upgrade to a CDP plan, communicate with your sales contact or [request a demo](https://segment.com/demo/){:target="_blank"} from Segment's sales team. + +To set up your Segment workspace and Unify space, you need to: + +1. **Set up your Unify space**: Your Unify space acts as a central location for your Profiles, or collated information that you have for each of your customers. +2. **Connect your Unify space to Twilio:** By connecting your Unify space to Twilio, you’ll start linking customer interaction history to your Profiles and begin enriching your customer profiles with information collected during customer interactions. +3. **Add an additional data source to your workspace**: Import data into your Segment workspace from a business tool like a CRM or data warehouse, further enriching your customer data. + +Once you’ve connected your Unify space to Twilio, you can also: +- Add optional [business tools that Segment receives data from](/docs/connections/sources/) or [forwards data to](/docs/connections/destinations/). +- Create [Computed Traits](/docs/unify/traits/computed-traits/), to quickly create user or account-level calculations that Segment keeps up to date over time. +- Generate [Predictions](/docs/unify/traits/predictions/), to predict the likelihood that users will perform any event tracked in Segment. + +## Step 1: Set up your Unify space + +Your Unify space acts as a central location for your Profiles, or the collated information that you have for each of your customers. + +Segment recommends connecting a development or sandbox Unify space to Twilio before creating a production Unify space. + +To create a Segment Unify space: + +1. In Segment, navigate to Unify and click **Create Space**. +2. Enter a name for your space, select **Dev space**, then click **Create space**. +3. Set identity rules for your space by clicking **Set identity rules**. +4. Navigate to the settings for your Unify space and select **API access**. +5. Copy the Segment Unify Space ID to a safe location, as you'll need this value to connect your Unify space to Twilio. +6. Click **Generate Token**. Enter a name for your Profile API token, enter the password for your Twilio account, then click **Generate token**. +7. Copy your Profile API token to a safe location and click the "I have written down this access token" checkbox, then click **Done**. + +## Step 2: Connect your Unify space to Twilio + +To connect your Unify space to Twilio, follow the [Connect your Segment space](https://www.twilio.com/docs/unified-profiles/segment-space){:target="_blank"} instructions in the Unified Profiles documentation. + +Before leaving Segment, note the following information about your Segment workspace and Unify space: + +- **Workspace ID**: Located in the [General Settings section](https://app.segment.com/goto-my-workspace/settings/basic) of your Segment workspace +- **Workspace slug**: Located in the [General Settings section](https://app.segment.com/goto-my-workspace/settings/basic) of your Segment workspace +- **Unify space slug**: Located in the address bar between `/spaces/` and `/explorer/`. For example: `app.segment.com/workspace-slug/unify/spaces/unify-space-slug/explorer` +- **Unify space ID**: Located in the API access settings for your Unify space (**Unify > Unify settings > API access**) +- **Profile API access token**: The access token you created in [Step 1: Set up your Unify Space](#step-1-set-up-your-unify-space) + +## Step 3: Add a data source to your workspace + +After you’ve successfully connected your Unify space to Twilio you must add a Source: a website, CRM, server library, mobile SDK, or cloud application that sends data into Segment. + +You can add a source to your workspace using one of the following methods: + +* **Use Case Onboarding**: Use Cases are pre-built Segment setup guides tailored to common business goals. Segment recommends that you set up your workspace using one of the [Personalize communications and product experiences use cases](/docs/getting-started/use-cases/guide/#personalize-communications-and-product-experiences), but you can select any of the use cases outlined on the [Choosing a Use Case](/docs/getting-started/use-cases/guide/) page. +* **Manually add a data source:** If you have a data source in mind that you’d like to set up directly, you can do so by following the instructions in the [Manually add a data source](#manually-add-a-data-source) section. + +### Use Case Onboarding + +At a high level, Segment’s onboarding flow walks you through the following steps: + +1. **Pick your business goal:** What do you want to achieve? Choose from 4 common business goals: + * Optimize advertising + * Personalize first conversion + * Boost retention, upsell, and cross-sell + * Personalize communications and product experiences. +2. **Select a use case**: After you pick your business goal, Segment shows you several potential use cases from which to choose. +3. **Follow the in-app guide**: After you’ve selected a use case, Segment shows you an interactive checklist of events to track, as well as sources and destinations that Segment recommends you connect. You’ll carry these steps out in a sandboxed development environment. +4. **Test and launch your setup**: Push your connections to a production environment and verify that events flow as expected through the debugger. After you’re done, your Segment instance is up and running. + +### Manually add a data source + +To add a data source to your workspace: + +1. Navigate to **Connections** and click **Add Source**. +2. Select the source you’d like to add from the **Source Catalog**. +3. Click **Add Source**. +4. Enter a name for your source and complete any source-specific setup steps, then click **Add Source**. + +Once you’ve created a source, the source is automatically enabled and can immediately receive events. You can review your new events in that source’s [Debugger](/docs/connections/sources/debugger/) tab. + +## Connect additional business tools to Unify + +After you've added a source of data, you can connect additional business tools to your Unify space. You can add data sources, or "sources" that flow data into Segment, and "destinations," the business tools or apps that Segment forwards your data to. + +For example, you can [add a CRM](https://app.segment.com/goto-my-workspace/sources/catalog?category=CRM), like Salesforce or HubSpot, as a data source to create rich, personalized support interactions for your agents in Twilio Flex, implement the [Analytics.js library on your website](https://app.segment.com/goto-my-workspace/sources/catalog?category=Website) to collect more granular data about the way your customers interact with your web properties, or [link your helpdesk](https://app.segment.com/goto-my-workspace/sources/catalog?category=Helpdesk) to your IVR workflow with Twilio Studio to gather a complete view of the reasons your customers are reaching out for support. If a data warehouse is your single source of truth about your customers, use [Reverse ETL](#set-up-reverse-etl) to import that data into Twilio to facilitate personalized interactions across your customer touchpoints, then use [Profiles Sync](#connect-a-warehouse-for-profiles-sync) to hydrate your Profiles with information gathered during customer interactions. + +### Connect a cloud app or library source + +To connect a cloud app or library source: + +1. From the [catalog page in your workspace](https://app.segment.com/goto-my-workspace/sources/catalog/), select the business tool that you’re using as a source of data and click **Add Source**. +2. Enter a name for your source, fill in any additional settings, and click **Add Source**. + +### Set up Reverse ETL + +Reverse ETL (Extract, Transform, Load) sources extract object and event data from a data warehouse using a query you provide and sync the data to your third party destinations. For example, with Reverse ETL, you can sync records from Snowflake, a data warehouse, to Flex, a digital engagement center solution. Reverse ETL supports customer profile data, subscriptions, product tables, shopping cart tables, and more. + +To extract customer data from your warehouse, you must: + +1. [**Add a Reverse ETL source:**](#add-a-reverse-etl-source) You can use your Azure, BigQuery, Databricks, Postgres, Redshift, or Snowflake data warehouse as a data source. +2. [**Add a Segment Profiles destination**](#add-a-segment-profiles-destination): When you connect a Segment Profiles destination to your Reverse ETL source, you can send your warehouse data back to Segment to create and update [Profiles](/docs/profiles/) that can then be accessed through the [Profile API](/docs/profiles/profile-api/) and activated through [Unified Profiles](https://www.twilio.com/docs/unified-profiles). + +#### Add a Reverse ETL source + +To add a Reverse ETL source: + +1. In the [Reverse ETL section of the Sources catalog](https://app.segment.com/goto-my-workspace/sources/catalog?category=Reverse%20ETL), select your data warehouse and click **Add Source**. +2. Give your source a name and enter the credentials for a user with read and write access to your database. +3. Click **Test Connection**. If Segment can successfully connect to your warehouse, click **Add Source**. +4. On the Models page, click **Add Model**. +5. Select SQL Editor and click **Next**. +6. Create a SQL query that defines your model. After you've created a model, Segment uses your model to map data to your Reverse ETL destinations. +7. Click **Preview** to return 10 records from your warehouse. When you've verified that your records return as expected, click **Next**. +8. Enter a name for your SQL model and click **Create Model**. + +#### Add a Segment Profiles destination + +Create a Segment Profiles destination to add a mapping to your Reverse ETL source. To add a Segment Profiles destination: + +1. From the [catalog page in your workspace](https://app.segment.com/goto-my-workspace/destinations/catalog/actions-segment-profiles), select the Segment Profiles destination and click **Add destination**. +2. On the **Choose Data Source** page, select your data source you set up in the previous steps and click **Next**. +3. Enter a name for your destination and click **Create destination**. +4. On the **Mappings** tab, click **Add Mapping**. +5. Search for the model you created when you added your Reverse ETL source, select **Send Identify** and click **Create Mapping**. +6. You're redirected to the Edit Mapping page. Under the Select mappings section, map event fields from your data source to the pre-filled values that Segment expects to receive. Add additional traits by entering your properties and event names in the Traits section. Clicking into an event field lets you search your destination's record fields. + + **(Optional)**: To test your mapping, click the **Test Mapping** button. + +7. When you've finished mapping all relevant event fields and verified that your test record contains all of the relevant user information, click **Save Mapping.** +8. You're returned to the Mappings page for your Segment Profiles destination. Under the Mapping status column, enable the mapping you created in the previous step. + +### Connect a warehouse for Profiles Sync + +Profiles Sync connects identity-resolved customer profiles to a data warehouse of your choice. + +To set up Profiles Sync, complete the instructions in the [Set up Profiles Sync](/docs/unify/profiles-sync/profiles-sync-setup/) documentation. + +## Optional: Create Computed Traits and Predictions + +After linking your customer data to Twilio through a Unify space, you can set up [computed traits](#computed-traits) and [Predictions](#predictions) to better understand your users. + +> warning "Flex customers must complete an interaction in Flex before creating computed traits in Segment" +> Before you can create computed traits in Segment, you must connect your Unify space to Flex and then complete a customer interaction in Flex. + +### Computed traits + +[Computed traits](/docs/unify/traits/computed-traits) allow you to quickly create user or account-level calculations that Segment keeps up-to-date over time. These computations are based on the events and event properties that you are sending through Segment. + +To create a computed trait: + +1. Navigate to the Unify space you linked to Twilio and click **Traits**. +2. Click **Create computed trait**. +3. Select the type of event you'd like to create and click **Next**. +4. Select an event to be the base of your computed trait. +5. Add conditions and, optionally, an event property. +- **Conditions**: These restrict the messages considered when calculating the final value of a computed trait. For more information, see the [Conditions](/docs/unify/traits/computed-traits/#conditions) documentation. +- **Event properties**: These refine the computed traits to include only the specified properties. +6. Verify that your trait contains at least one member by clicking the **Preview Trait** button. +7. When you've verified that your trait contains at least one member, click **Next**. +8. On the Select Destinations page, don't add a destination. Instead, click **Next**. +9. Enter a name for your trait and click **Create Trait**. + +#### Computed Traits for Flex + +Segment recommends the following computed traits created using Flex customer interaction data: + +- [Total inbounds](#total-inbounds): Number of inbound attempts resulting in customer engagement +- [Frequent inbound channel](#frequent-inbound-channel): Identifies the user's most frequently used channel of communication + +Other computed traits that might be helpful include: + +- [Total outbounds](#total-outbounds): Number of outbound attempts resulting in customer engagement +- [Last known service agent](#last-known-service-agent): Identifies the last agent to allow connecting to the same agent +- [Last interaction duration](#last-interaction-duration): The duration (in seconds) of the customer's last interaction with an agent +- [Sentiment in last interaction](#sentiment-in-last-interaction): AI-inferred sentiment in last interaction + +#### Total inbounds + +Create an Event counter trait based on the "Flex - Engagement Initiated" event and add the following: + +- **Event property**: direction +- **Operator**: equals +- **Value**: Inbound + +#### Frequent inbound channel + +Create a Most frequent trait based on the "Flex - Engagement Initiated" event and add the following: + +- **Event property**: direction +- **Operator**: equals +- **Value**: Inbound + +Add the following event property: + +- **Event property**: channelType +- **Value**: Text + +And add a Minimum frequency of 2. + +#### Total outbounds + +Create an Event counter trait based on the "Flex - Engagement Initiated" event and add the following: + +- **Event property**: direction +- **Operator**: equals +- **Value**: Outbound + +#### Last known service agent + +Create a Last trait based on the "Flex - Engagement Initiated" event and add the following: + +- **Event property**: lastKnownAgentWorkerSid +- **Value**: Text + +#### Last interaction duration + +Create a Last trait based on the "Flex - Engagement Initiated" event and add the following: + +- **Event property**: duration +- **Value**: Number(100) + +##### Sentiment in last interaction + +Create a Last trait based on the "Flex - Engagement Completed" event and add the following: + +- **Event property**: sentiment +- **Value**: Text + +If you have the [Twilio Engage add-on](https://segment.com/pricing/customer-data-platform/){:target="_blank”}, you can use [Audiences](/docs/engage/audiences/) to build a cohort of Profiles that all share a computed trait. + +For example, you could personalize the marketing your customers receive by creating an Audience of the Profiles that have a frequent inbound channel computed trait of `email` and sending those customers a promotion over email for your newest product. + +### Predictions + +[Predictions](/docs/unify/traits/predictions/), Segment’s artificial intelligence and machine learning feature, lets you predict the likelihood that users will perform any event tracked in Segment. With Predictions, you can identify users with, for example, a high propensity to purchase, refer a friend, or use a promo code. Predictions also lets you predict a user’s lifetime value (LTV). + +Segment recommends that you select the following Predictions for Unified Profiles: + +- [Likelihood to Churn](/docs/unify/traits/predictions/#likelihood-to-churn) +- [Predicted Lifetime Value](/docs/unify/traits/predictions/#predicted-lifetime-value) + +For more information about Predictions, see the [Predictions FAQ](/docs/unify/traits/predictions/using-predictions/#faqs) and [Predictions Nutrition Facts Label](/docs/unify/traits/predictions/predictions-nutrition-facts/). + +## Troubleshooting + +You can use the following tools to debug issues you may encounter while configuring your Segment resources for Unified Profiles. + +### Source debugger + +The Source debugger is a real-time tool that helps you confirm that API calls made from your website, mobile app, or servers arrive at your Segment source, so you can troubleshoot your Segment connections. With the debugger, you can check that calls are sent in the expected format without having to wait for any data processing. + +For more information about the Source debugger, see the [Source debugger](/docs/connections/sources/debugger) documentation. + +### Delivery Overview + +Delivery Overview is a visual observability tool designed to help Segment users diagnose event delivery issues for any cloud-streaming destination receiving events from cloud-streaming sources. + +For more information about Delivery Overview, see the [Delivery Overview](/docs/connections/delivery-overview/) documentation. + +### Profile explorer + +Use the Profile explorer to view all user data, including their event history, traits, and identifiers. With the Profile explorer, you have a complete view of your customers. + +For more information about the Profile explorer, see the [Profile explorer](/docs/unify/#profile-explorer) documentation. diff --git a/src/unified-profiles/index.md b/src/unified-profiles/index.md index a9fdf783a6..6ace5e59ee 100644 --- a/src/unified-profiles/index.md +++ b/src/unified-profiles/index.md @@ -1,33 +1,12 @@ --- -title: Unified Profiles in Flex -hidden: true +title: Unified Profiles --- -[Unified Profiles in Flex](https://www.twilio.com/docs/flex/admin-guide/setup/unified-profiles){:target="_blank"} provides your Flex agents with real-time customer data from multiple enterprise systems. Agents can view each customer's details and a historical timeline that shows a customer's previous activities, enabling agents to provide personalized support based on a customer's history. Unified Profiles is currently in beta and access is limited. +With [Unified Profiles](https://www.twilio.com/docs/unified-profiles){:target="_blank”}, you have access to relevant customer data that allows you to personalize interactions, build trust, and enhance customer experiences. Unified Profiles provides a Segment workspace where you can collect real-time customer data from sources like your website, mobile app, CRM, and data warehouse. You can then track interactions across a customer's entire journey to create unified, real-time customer profiles. > info "Public Beta" -> Unified Profiles is currently available as a limited Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA. +> Unified Profiles is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA. -To try out Unified Profiles, request access from the [Unified Profiles in Flex page](https://console.twilio.com/us1/develop/flex/unified-profiles){:target="_blank"} page in your Twilio Console. After you sign up, a Twilio Flex team member will contact you. +Although Unified Profiles itself does not use machine learning technology, Unified Profiles can incorporate certain third-party machine learning technologies through Agent Copilot and Predictive Traits. For detailed information about each feature’s AI qualities, see the [AI Nutrition Facts for Agent Copilot](https://www.twilio.com/docs/flex/admin-guide/setup/copilot/nutritionfacts){:target="_blank”} and the [Predictions Nutrition Facts Label](/docs/unify/traits/predictions/predictions-nutrition-facts/). -Although Unified Profiles itself does not use machine learning technology, Unified Profiles can incorporate certain third-party machine learning technologies through Agent Copilot and Predictive Traits. For detailed information about each feature’s AI qualities, see the [AI Nutrition Facts for Agent Copilot](https://www.twilio.com/docs/flex/admin-guide/setup/copilot/nutritionfacts){:target="_blank"} and the [Predictions Nutrition Facts Label](/docs/unify/traits/predictions/predictions-nutrition-facts/){:target="_blank"}. - -Twilio’s AI Nutrition Facts provide an overview of the AI features you’re using so you can better understand how AI works with your data. For more information, including the glossary for the AI Nutrition Facts Label, see [Twilio’s AI Nutrition Facts page](https://nutrition-facts.ai/){:target="_blank"} and [Twilio’s approach to AI and emerging technology](https://twilioalpha.com/){:target="_blank"}. - -For more information about AI and Unified Profiles, see the [Flex AI overview](https://www.twilio.com/docs/flex/ai){:target="_blank"} documentation. - -
- {% include components/reference-button.html - href="/docs/unified-profiles/unified-profiles-workspace" - icon="flex.svg" - title="Create a Unified Profiles Workspace" - description="Flex customers without an existing Segment workspace that includes a Unify space can obtain a Unified Profiles workspace and configure a Unify space. A Unified Profiles workspace provides limited access to Segment." - %} - - {% include components/reference-button.html - href="/docs/unified-profiles/connect-a-workspace" - icon="api.svg" - title="Connect an Existing Workspace to Flex" - description="Flex customers with an existing Segment workspace that has a Unify space can connect their Unify space to Flex." - %} -
\ No newline at end of file +Twilio’s AI Nutrition Facts provide an overview of the AI features you’re using so you can better understand how AI works with your data. For more information, including the glossary for the AI Nutrition Facts Label, see [Twilio’s AI Nutrition Facts page](https://nutrition-facts.ai/){:target="_blank”} and [Twilio’s approach to AI and emerging technology](https://twilioalpha.com/){:target="_blank”}. \ No newline at end of file diff --git a/src/unified-profiles/unified-profiles-workspace.md b/src/unified-profiles/unified-profiles-workspace.md deleted file mode 100644 index 684d420ad4..0000000000 --- a/src/unified-profiles/unified-profiles-workspace.md +++ /dev/null @@ -1,230 +0,0 @@ ---- -title: Create a Unified Profiles Workspace -hidden: true -redirect_from: '/unified-profiles/segment-for-flex' ---- -Flex users without an existing Segment workspace that includes a Unify space can create a Unified Profiles workspace and a Unify space. The Unified Profiles workspace provides limited access to Segment. - -For entitlements and limitations associated with a Unified Profiles workspace, see the [Entitlements and limitations](#segment-for-flex-entitlements-and-limitations) documentation. - -## Prerequisites - -Before creating a Unified Profiles workspace, you must have requested access from the [Unified Profiles in Flex page](https://console.twilio.com/us1/develop/flex/unified-profiles){:target="_blank"} page in your Flex Console and been accepted into the Agent Copilot and Unified Profiles beta program. - -## Step 1: Select your data source - -> warning "You might be unable to change data source selection after taking action" -> For users setting up Salesforce and a data warehouse, a data warehouse, or a website or mobile app source, once you've selected your data source, proceeded to the next step, and taken action, you can't return to this page and make a different selection. Users that opted to upload CSVs can return to this page and make a different selection or upload an additional CSV. For more information about adding additional data sources after completing the Unified Profiles guided setup, see the optional [Add additional sources and destinations to your workspace](#optional-add-additional-sources-and-destinations-to-your-workspace) documentation. - -1. In Unified Profiles, select a data source to get started and click **Next**. -2. Review the popup that explains how the data source connects to Segment, and click **Continue**. - -## Step 2: Add connections - -After you've selected the source of your customer data, set up the connections between your data source(s) and Segment. - -You can set up 1 of the following options: -- [CSV](#csv) -- [Salesforce and a data warehouse](#salesforce-and-a-data-warehouse) -- [A data warehouse](#data-warehouse) -- [A website or mobile app source](#website-or-mobile-app) - - - -### CSV - -> warning "You cannot remove test profiles in your Unified Profiles workspace" -> Contact [Segment support](mailto:friends@segment.com){:target="_blank"} to remove test profiles you uploaded to your Unified Profiles workspace. - -1. On the Getting started page, click **Upload CSV**. -2. Review the information on the Upload profiles and custom traits page. -3. Click **Download template** to download Segment's template CSV. -4. Open the template CSV and enter values for the fields you'd like to update identifiers and custom traits for. These values are case sensitive. If you add a new column to your CSV file, Segment adds the data to your profiles as a custom trait. -5. Return to your Unified Profiles workspace and upload your CSV file. You can upload 1 CSV file at a time. The CSV file that you upload must contain fewer than 10,000 rows and only contain the characters outlined in the [Allowed CSV file characters](/docs/unify/csv-upload/#allowed-csv-file-characters) documentation. -6. Click **Finish** to return to the Getting started page. - _(Optional)_: To upload additional CSV files, repeat steps 1-6. -7. When you've finished uploading your profiles, click **Add identifiers and traits** to review the identifiers and traits Segment extracted from your CSV. - -### Salesforce and a data warehouse - -> info "Sample queries for importing records into Unified Profiles" -> Not sure where to start with the SQL queries that define your model? See the [RETL Queries for Importing Salesforce Objects into Unified Profiles in Flex](/docs/unified-profiles/create-sql-traits){:target="_blank"} documentation. - -1. On the Getting started with Segment page, click **Connect Salesforce**. -2. You are redirected to the Salesforce login screen. Sign in to Salesforce with a user that has _View all Records_ permissions. -3. On the Getting started with Segment page, click **Connect data warehouse**. -4. Select your data warehouse from the list of available warehouses, and click **Next**. -5. Give your destination a name and enter the account credentials for a user that has read and write permissions. Click **Save**. -6. After you've given your destination a name and entered your credentials, click **Next**. -7. On the Getting started with Segment page, click **Define Model**. -8. Create a SQL query that defines your model. After you've created a model, Segment uses your model to map data to your Reverse ETL destinations. -9. Click **Preview** to return 10 records from your warehouse. When you've verified that your records return as expected, click **Next**. -10. Click **Create Mapping**. On the Select mappings screen, map event fields from your data source to the pre-filled values that Segment expects to receive. Clicking into an event field lets you search your destination's record fields. When you've finished mapping all of the event fields, click **Create mapping.** -11. After Segment marks the "Add connections" tile as complete, click **Add identifiers and traits** and begin [Step 3: Add identifiers and traits](#step-3-add-identifiers-and-traits). - -> warning "Records from your data warehouse and Salesforce might not be immediately available" -> Segment's initial sync with your data warehouse can take up to 24 hours to complete. Segment syncs with Salesforce immediately after you connect it to your Unified Profiles workspace. This initial sync can take up to 72 hours. After Segment completes the initial sync with Salesforce, Segment initiates a sync with Salesforce every three hours. - -### Data warehouse - -1. On the Getting started page, click **Connect data warehouse**. -2. Select your data warehouse from the list of available warehouses, and click **Next**. -3. Give your destination a name and enter the account credentials for a user that has read and write permissions. Click **Save**. -4. After you've given your destination a name and entered your credentials, click **Next**. -5. On the Getting started page, click **Define model**. -6. Create a SQL query that defines your model. After you've created a model, Segment uses your model to map data to your Reverse ETL destinations. -7. Click **Preview** to return 10 records from your warehouse. When you've verified that your records return as expected, click **Next**. -8. Click **Create Mapping**. On the Select mappings screen, map event fields from your data source to the pre-filled values that Segment expects to receive. Clicking into an event field lets you search your destination's record fields. When you've finished mapping all of the event fields, click **Create mapping.** -9. After Segment marks the "Add connections" tile as complete, add additional connections or click **Add identifiers and traits** to start [Step 3: Add identifiers and traits](#step-3-add-identifiers-and-traits). - -> warning "Records from your data warehouse might not be immediately available" -> Segment's initial sync with your data warehouse can take up to 24 hours to complete. - -### Website or mobile app - -Connect to either a website or mobile app to complete this step. - -#### Website -1. On the Getting started page, under the Connect your website section, click **Connect Source**. -2. Enter a name for your website in the Website Name field, copy the URL of your website into the Website URL field, and click **Create Source**. -3. Copy the Segment snippet and paste it into the header of your website. For more information about the Segment snippet, click "What is this?" or view the [Add the Segment Snippet docs](/docs/connections/sources/catalog/libraries/website/javascript/quickstart/#step-2a-add-the-segment-snippet){:target="_blank"}. -4. After you've pasted the snippet in the header of your website, click **Next**. -5. On the Test screen, select either **Skip this step** or navigate to your website, view a few pages, then return to Segment and click **Test Connection**. If Segment detects page views on your site, the Page indicator with a check mark appears. When you've verified that your snippet is successfully installed, click **Done**. -6. After Segment marks the "Add connections" tile as complete, click **Add identifiers and traits** and begin [Step 3: Add identifiers and traits](#step-3-add-identifiers-and-traits). - -#### Mobile app - -> warning "You can connect to either an iOS app or an Android app during this step" -> If you need to connect additional mobile app sources to your workspace, you can do so after completing the setup process. - -1. On the Getting started page, under the Connect your mobile apps section, click **Connect Source** and select your preferred operating system. -2. Enter a name for your source and click **Create Source**. -3. Add the Analytics dependency to your app by following the provided instructions. When you've added the dependency to your app, click **Next**. -4. On the "Let's test out your connection" page, select either **Skip this step** or navigate to your app, view a few screens, then return to Segment and click **Test connection**. If Segment detects screen views on your site, the Page indicator with a check mark appears. When you've verified that your snippet is successfully installed, click **Done**. -5. After Segment marks the "Add connections" tile as complete, click **Add identifiers and traits** and begin [Step 3: Add identifiers and traits](#step-3-add-identifiers-and-traits). - -## Step 3: Add identifiers and traits -After you've selected which data sources you'd like to integrate customer data from, you can select _identifiers_, or unique pieces of data that allow you to link information about an individual customer across different programs and services, and _traits_, which are pieces of information you know about a particular customer. In this step, you can select one or more of Segment's 11 default identifiers. - -1. On the Add identifiers and traits page, click **Add identifier**. -2. Select either **Select default identifiers** or **Create identifier** and follow the provided steps to configure your identifiers. -3. When you've finished selecting identifiers, click **Save**. -4. On the Add identifiers and traits page, review the identifiers. If you need to make changes to an identifier, select the menu icon in the row the identifier appears in and click **Edit** or **Delete**. -4. When you're satisfied with your identifiers, click **Add computed traits**. -5. Select up to two traits and click **Save**.
_Segment recommends selecting **Total inbounds**, or the number of inbound attempts that resulted in a customer engagement, and **Frequent inbound channel**, which identifies the most frequently used communication channel._ -6. _(Optional)_: After events from your data sources populate into your downstream destinations, you can return to the guided setup to configure predictive traits. Return to the guided setup, select the **Set up predictive traits** dropdown, and click **Complete setup** next to one or both traits. For more information about predictive traits, see Segment's [Predictions documentation](/docs/unify/Traits/predictions/){:target="_blank"}. - -> warning "Predictions require event data in your sources" -> Before you can configure predictions, you must have data flowing into your connected source. After data is flowing into your source, it can take up to 48 hours for predictions to be ready. - -## Step 4: Check configuration -The final step in the Unified Profiles setup process is to check your configuration. After this check succeeds, you can return to Flex to complete the Unified Profiles setup process. - -To check your configuration: -1. Click **Enable Sources and Test Connections**. Segment automatically checks your sources and connections. -
If you connected your sources and connections to Segment, Segment marks this step as complete. -2. Click **[Return to set up home page](https://console.twilio.com/us1/develop/flex/){:target="_blank"}** to continue the Unified Profiles setup process. - -### Additional troubleshooting tools -If the Enable Sources and Test Connections check indicates there are problems with your sources and connections, you can use the advanced troubleshooting and testing tools linked under the Additional Troubleshooting Tools section to debug any issues with your configuration. - -- [Event Debugger](/docs/connections/sources/debugger/){:target="_blank"}: With the Debugger, you can check that calls are sent in the expected format without having to wait for any data processing. -- [Profile Explorer](/docs/unify/#profile-explorer){:target="_blank"}: Use the Profile Explorer to view all user data, including event history, traits, and identifiers. -- [Advanced Segment](https://app.segment.com/goto-my-workspace/overview){:target="_blank"}: Use the Advanced Segment option to view your full Segment workspace. Segment recommends working with the assistance of Professional Services when accessing Advanced Segment. - -## (Optional) Add additional sources, destinations, and custom identifiers to your workspace - -After you complete the Unified Profiles guided setup, you can use [Advanced Segment](https://app.segment.com/goto-my-workspace/overview){:target="_blank"} to connect your workspace to additional *sources*, or websites, server libraries, mobile SDKs, and cloud applications that can send data into Segment, and *destinations*, or apps and business tools that can receive forwarded data from Segment. - -> warning "Editing or deleting the two sources automatically created during the guided setup can lead to data loss" -> During the guided setup process, Segment creates two sources: a [Java source](/docs/connections/sources/catalog/libraries/server/java/quickstart/) named `flex-unify-server-source` that connects your Segment workspace to Flex, and an Personas source, named `Personas [workspace-name]`, that activates your customer data. If you edit or delete these sources, reach out to Flex support for next steps. - -See the [Unified Profiles entitlements and limitations](#segment-for-flex-entitlements-and-limitations) documentation for more information about the sources and destinations supported by Unified Profiles workspaces. - -### Add a source to your workspace - -> info "Eligible sources" -> You can add up to 4 sources to your Unified Profiles workspace in addition to the 2 sources that Segment automatically generates during workspace setup. For more information about the types of sources you can add to your workspace, see the [Sources](#sources) documentation. - -To add a source to your Unified Profiles workspace: -1. Open your Unified Profiles workspace in [Advanced Segment](https://app.segment.com/goto-my-workspace/overview){:target="_blank"} mode. -2. On the Your Segment Overview page, find the sources column and click **+ Add More**. -3. Select the source you'd like to add to your workspace, and click **Next**. -4. Follow the setup flow, and click **Done** to complete setting up your source. - -### Add a destination to your workspace - -> info "Eligible destinations" -> You can add up to 3 destinations to your Unified Profiles workspace. For more information about the types of destinations you can add to your workspace, see the [Destinations](#destinations) documentation. - -To add a destination to your Unified Profiles workspace: -1. Open your Unified Profiles workspace in [Advanced Segment](https://app.segment.com/goto-my-workspace/overview){:target="_blank"} mode. -2. On the Your Segment Overview page, find the destinations column and click **Add Destination** if you haven't yet created any additional destinations, or **+ Add More** if you've already created an additional destination. -3. Select the destination you'd like to add to your workspace, and click **Next**. -4. Follow the setup flow, and click **Done** to complete setting up your source. - -### Add custom identifiers to your workspace - -You can add an unlimited number of custom identifiers to your workspace in Advanced Segment mode. - -To add custom identifiers to your Unified Profiles workspace: -1. Open your Unified Profiles workspace in [Advanced Segment](https://app.segment.com/goto-my-workspace/home){:target="_blank"} mode. -2. Select **Unify** in the sidebar, click the Unify space you created during the guided setup, and select **Unify settings**. -3. On the Identity resolution page, click **+ Add identifier** and select **Custom identifiers**. -4. On the **Custom Identifier** popup, walk through the steps to create your custom identifier. When you're finished, click **Add new identifier**. - -## Unified Profiles entitlements and limitations - -Unified Profiles workspaces created during the Unified Profiles setup process have the following entitlements and limitations: - -### Sources - -In addition to 2 sources for Flex events that are auto-created during setup, you can create an additional 4 sources. - -These sources are limited to the following types: - - [Salesforce CRM](/docs/connections/sources/catalog/cloud-apps/salesforce/){:target="_blank"} - - [BigQuery (Reverse ETL)](/docs/connections/reverse-etl/reverse-etl-source-setup-guides/bigquery-setup/){:target="_blank"} - - [Postgres (Reverse ETL)](/docs/connections/reverse-etl/reverse-etl-source-setup-guides/postgres-setup/){:target="_blank"} - - [Redshift (Reverse ETL)](/docs/connections/reverse-etl/reverse-etl-source-setup-guides/redshift-setup/){:target="_blank"} - - [Snowflake (Reverse ETL)](/docs/connections/reverse-etl/reverse-etl-source-setup-guides/snowflake-setup/){:target="_blank"} - - [Swift](/docs/connections/sources/catalog/libraries/mobile/apple/){:target="_blank"} - - [Kotlin](/docs/connections/sources/catalog/libraries/mobile/kotlin-android/){:target="_blank"} - - [Javascript](/docs/connections/sources/catalog/libraries/website/javascript/){:target="_blank"} - - [Twilio Event Streams](/docs/connections/sources/catalog/cloud-apps/twilio/){:target="_blank"} - - [HTTP](/docs/connections/sources/catalog/libraries/server/http-api/){:target="_blank"} - - [Java](/docs/connections/sources/catalog/libraries/server/java/){:target="_blank"} - -### Destinations - -With a Unified Profiles workspace, you can create up to 3 destinations. - -These destinations are limited to the following types: -- [Storage connections](/docs/connections/storage/catalog/){:target="_blank"} -- [Analytics destinations](/docs/connections/destinations/catalog/#analytics){:target="_blank"} -- [Event streams](/docs/connections/destinations/#event-streams-destinations){:target="_blank"} -- [Segment Profiles destination](/docs/connections/destinations/catalog/actions-segment-profiles/){:target="_blank"} -- [Segment Connections destination](/docs/connections/destinations/catalog/actions-segment/){:target="_blank"} - -### Entitlements - -Your Unified Profiles workspace has the following entitlements: - -- 2 [Unify spaces](/docs/unify/quickstart/){:target="_blank"} -- 2 [Computed traits](/docs/unify/Traits/computed-traits/){:target="_blank"} -- 2 [Predictions](/docs/unify/traits/predictions/){:target="_blank"} - -
- {% include components/reference-button.html - href="/docs/unified-profiles/" - icon="unified-profiles.svg" - title="Unified Profiles Overview" - description="Unified Profiles in Flex provides your Flex agents with real-time customer data from multiple enterprise systems." - %} - - {% include components/reference-button.html - href="/docs/unified-profiles/connect-a-workspace" - icon="api.svg" - title="Connect an Existing Workspace to Flex" - description="Flex customers with an existing Segment workspace that has a Unify space can connect their Unify space to Flex." - %} -
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