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Issues with segmenting based on custom attributes - Emmanuel Katto Uganda


Hi All, I am Emmanuel Katto. I'm trying to use Intercom's user segments to target specific users with personalized messages, but I'm running into some issues with segmenting based on custom attributes. I've created a custom attribute 'plan_type' that tracks the type of plan each user is on (e.g. 'Basic', 'Premium', 'Enterprise'), but when I try to create a segment based on this attribute, it doesn't seem to be recognizing the values correctly. Specifically, when I try to filter by 'plan_type == 'Premium'', it's including users who have never had a premium plan. Has anyone else experienced this issue? Am I doing something wrong?

Please let me know.

Thanks!

Emmanuel

Best answer by Milan

Hello @emmanuelakatto is this custom attribute 'plan_type' associated to the contact or to the company? Or there might be two differently named attributes for contacts (I see it all the time - I create an attribute in Intercom and share the info with devs but they add/remove underscore - so you might be having “plan_type” but the data is actually synced to “plan type”, or something like that). Pls check it out. 

 

Also, one more thing, be careful with Segments so that the rule for your segment is not too complicated (the more complex it is it will take more time to process, so the filling the segment with contacts will be slow). 

 

One more thing to watch out is that if you use Company entity and plan_type is company attribute, and there are a lot of companies that match (i.e. 50.000) and then you want to show their users, again this is a bit complicated for Intercom to process… 

 

As @Nathan Sudds said, please share more details so that we can look at it :)  Cheers!

 

Thnx @Diana Tripac for the mention. ;) 

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3 replies

Diana Tripac
Intercom Team
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  • Senior Community Program Manager @Intercom
  • 151 replies
  • June 25, 2024

Adding @Nathan Sudds , @Milan and @Joseph S. in case they can advise on that 🙌


Nathan Sudds
Expert User ✨
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  • Top Expert
  • 286 replies
  • June 25, 2024

@emmanuelakatto Can you share a screenshot of your setup or DM one to me? 

 

I'd love to see the details to help with this, are your using the contacts/audience to build the segment or just a workflow/message? 

 

I just set this up for one of my projects as well and it works well, most likely there's some configuration issue but it's hard to know without seeing a screenshot. 

 

Thanks @Diana Tripac for the tag.  

 

 


Milan
Expert User ✨
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  • Top Expert
  • 306 replies
  • Answer
  • June 27, 2024

Hello @emmanuelakatto is this custom attribute 'plan_type' associated to the contact or to the company? Or there might be two differently named attributes for contacts (I see it all the time - I create an attribute in Intercom and share the info with devs but they add/remove underscore - so you might be having “plan_type” but the data is actually synced to “plan type”, or something like that). Pls check it out. 

 

Also, one more thing, be careful with Segments so that the rule for your segment is not too complicated (the more complex it is it will take more time to process, so the filling the segment with contacts will be slow). 

 

One more thing to watch out is that if you use Company entity and plan_type is company attribute, and there are a lot of companies that match (i.e. 50.000) and then you want to show their users, again this is a bit complicated for Intercom to process… 

 

As @Nathan Sudds said, please share more details so that we can look at it :)  Cheers!

 

Thnx @Diana Tripac for the mention. ;) 


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