Twilio Segment

The Fullstory integration with Twilio Segment allows you to install and enable Fullstory on your website or app. With the click of a button, you’ll be able to capture sessions and send custom events and user traits from Twilio Segment to Fullstory. This means no custom coding is necessary to get up and running, saving you time and development resources.

• To integrate Fullstory for Mobile Apps with Twilio Segment, follow these steps. 
• To integrate Fullstory for web with Twilio Segment, use one of the two methods below.

Setting Up the Integration (Recommended)

Twilio Segment's Destination Actions allows more functionality and improves upon the existing process by enabling you to see and control how event data is captured and sent to action-based destinations. The actions available in Twilio Segment that can be mapped to Fullstory's API are Identify User, Track Event, Viewed Page.

You have two options to choose from when setting up these actions: Quick Setup & Customized Setup.

If you do, however, wish to customize your actions a bit further, Twilio Segment now offers a robust set of options to view your data in a more granular way.

Some of these additional resources include the ability to add conditions, triggers, event variables and functions to your actions.

To learn more, check out Twilio Segment's documentation on this.

Follow the recommended steps below to integrate with Twilio Segment via Destination Actions.

1. Log in to Twilio Segment, click Catalog, then click Destinations.
2. Find and Select Fullstory, then click Configure Fullstory.
3. Select an existing Source to connect to Fullstory.

Device Mode

Sending Client Side Events Through Twilio Segment 

If you use Twilio Segment to instrument events on your website (like “Add to Cart,” “Purchase,” “Sign-Up” or any other events that are important to your business), you can send those directly to Fullstory without any extra effort or coding. This helps you easily search through your sessions to find the events that matter most. 

After installing the destination in Device Mode, provide a name and enter your Fullstory Org ID (Instructions on how to find your Org ID). Be sure to toggle “Enable Destination” on when you are ready to start sending data to Fullstory.

The default mappings are:

• The Identify User action will send the User ID, Anonymous ID, Display Name, Email and additional traits (if those fields are populated) by default
• The Track Event action will automatically send the event name and properties for any tracked event
• The Viewed Page action will send page attributes such as name and properties

To send events from Twilio Segment to Fullstory:
 

• Set up the Fullstory and Twilio Segment integration as described above.
• Instrument Spec:track events in Segment
   

After those setup tasks are complete, the integration will automatically send client-side events to Fullstory and make them available for search. If you’re having trouble receiving events, check your Twilio Segment allowlist settings. 

• Learn more about how certain events like "Order Completed" are handled in Fullstory.
• Review the Testing instructions to see how to look for events inside Fullstory.
• Check the Troubleshooting Instructions if you see any errors with your events.

Cloud Mode

Sending Server Side Events Through Twilio Segment

If you use Twilio Segment to instrument a wealth of user and transactional data, you can push that data directly to Fullstory server-to-server. You can easily do this using Twilio Segment’s Cloud Mode, which will enable data to be sent to Fullstory from sources that only exist on the server.

Once completed, follow the steps below to send custom events from Twilio Segment to Fullstory.

1. You need a Fullstory API Key to use the Fullstory cloud mode destination. Refer to this article to learn how to generate a new API Key within Fullstory.
   Note: You will need an Admin or Architect API key to propagate GDPR deletions (you may also contact Fullstory Support for bulk deletions).
2. Log in to your Twilio Segment account and navigate to Catalog > Destinations.
3. Find & select Fullstory in the Destinations list and click it
   
4. On the following page, click Configure Fullstory
5. Select a data source to connect to Fullstory and then click Next
   
6. Provide a Destination Name and select Fill in settings manually. Ensure the “Actions” and "Cloud mode" destinations frameworks are selected and click Save.
   
7. On the Basic Settings page, enter your Fullstory API Key from step 1, toggle on Enable Destination and click Save Changes.
   
8. On the Mappings tab, you can view default mappings as well as add, modify, or disable mappings.

The default mappings are:

• Identify User V2: Converts Twilio Segment Identify calls to Fullstory Create User API calls. Use this to upsert a user and their attributes which can be used to search and segment within Fullstory.
• Track Event V2: Converts Twilio Segment Track calls to Fullstory Create Event API calls. Use this to capture more context about your user’s experience on your site or to capture user’s actions in other applications to build a more complete understanding of your user’s overall experience.

After those setup tasks are complete, the integration will automatically send server events to Fullstory and make them available for search. If you’re having trouble receiving custom events, check your Twilio Segment allowlist settings. For more technical documentation, reference Instrument Spec:track events in Segment.

Please be aware of optional parameters available via our Server-Side APIs that allow you to attach the Cloud Mode events to the last session, a specific device or other requirements. More info can be found here.

Sending User Traits Through Twilio Segment

If you use Twilio Segment for user identification (like assigning a user ID, email address, or custom user traits like “plan,” “number of logins,” or other properties that are important to your business), you can send those directly to Fullstory as well. This helps you easily search through your data using custom user properties and create targeted user segments. 

To send custom user traits to Fullstory:
 

• Set up the Fullstory and Twilio Segment integration as described above
• Instrument Spec:Identify events in Segment

After those setup tasks are complete, the integration will automatically send user traits like userID, email, displayname, and other custom properties to Fullstory and make them available for search. 

Twilio Segment Data Sources and Fullstory

Twilio Segment provides ways to track customer data from multiple sources. See the list of sources below:

• Data that is tracked with Analytics.js directly on the website will be available in Fullstory
• Data that comes from Twilio Segment's Mobile, Server, Cloud App, or generic HTTP sources