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FAQs: Segment Integration with Gainsight

Below are some basic questions about Segment integration with Gainsight. If you have a question that's not answered here or through related support articles, please email support@gainsight.com. If you have enhancement suggestions, please post them to Gainsight's Community. If you are interested in setting up Segment integration within your org, please contact your CSM or your Engagement Manager if you are onboarding.

What is Segment integration with Gainsight?

Segment is a platform that captures customer usage data from your website. You can integrate Segment with Gainsight to ingest customer usage data into the Gainsight objects. Example: Usage data may include the page views on a product in an ecommerce site or tracking of the customer activities in your website over a period of time.

How is the Usage Data captured by Segment useful to the Gainsight customers?

Usage data stored in Gainsight through the Segment integration can be analysed and is helpful to design a better product, provide amazing customer service, grow your audience with personalized campaigns, etc.

How do I establish the integration of Segment with Gainsight?

Copy the access key generated in a Gainsight org while creating a connection with Segment. You can use this access key to map the Segment data to the Gainsight org while creating a connection with Gainsight in Segment. For detailed information, refer Segment: Enabling the Integration.

What are the Segment call types that are supported in Gainsight to store the usage data?

Event, People, and Group

Which Segment call types are not supported in Gainsight to store the usage data?

Page, Alias, and Screen call types are not supported in Gainsight integration.

How many data jobs can be configured in a Segment connection?

You can configure as many segment data jobs as required with one job per connection. You can create multiple connections per Gainsight Org.

Will the Gainsight objects that are ingested with usage data from Segment support MDA Joins?

Yes, as these are custom objects.

How frequently will the usage data be pushed into Gainsight from Segment?

As soon as the customer actions are tracked in Segment. You can expect the usage data will be ingested into Gainsight approximately within an hour after the customer actions are tracked in Segment.

How do I ingest additional data into Gainsight at a later point in time?

You can add additional fields in the Gainsight objects that are used to ingest customer usage data. You can map these new fields with the Segment fields in the Map MetaData section of the Segment integration page in Gainsight so that the additional data will be ingested into these Gainsight objects. These new fields in the Gainsight object are populated with Segment Data for the records that are updated or inserted in the Segment from the date of this field mapping between Segment and Gainsight object. New fields are not populated with Segment data for all the historic records.

Where do I perform the data aggregations after the usage data tracked by Segment is loaded into the Gainsight objects?

You can perform aggregations of the customer usage data with Bionic Rules. To perform usage data aggregations and to schedule them, refer Tutorial - Aggregate Usage Data with Bionic Rules.

Can I selectively transmit events to Gainsight from Segment?

Yes, you can use whitelisting in Segment to control the number of events that are transmitted to Gainsight. For more information on how to perform whitelisting within Segment, refer Segment: Enabling the Integration.

If you have questions or feedback about the FAQs mentioned in this article, please share them on community.gainsight.com.

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