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Troubleshooting - Segment Destination

If you've followed the setup guide and you're encountering problems, there are a few easy checks you can do to ensure to ensure your configuration is correct.

1. Check Your Write Key Was Entered Correctly in Autopilot

Check that you correctly entered your Segment Write Key in Autopilot's Segment Destination settings:


The setup guide contains instructions on where to find your Segment Write Key. 

2. Check Your API Key Was Entered Correctly in Segment

Check that you correctly entered your API Key in Segment. You can find your API Key in Autopilot's Segment Destination settings:


The setup guide contains instructions on where to insert it in Segment.

3. Review Your Identify Call

Confirm the Identify call has both userID and email (inside traits), as these are essential for tying the event to the contact. 

4. Review Your Track Call

Confirm the track call has all of the following details: event, userID, and email in properties attribute.

5. Review Your Field Mappings

Make sure all fields are correctly mapped between Segment and Autopilot. The setup guide explains how to do this. You can view your current field mappings here.

Remember, these fields are being sent through either the Identify or the Track call, and they must match the properties coming from Segment (including capitalization and any underscores).

6. Ensure You Have a Published Journey With a Segment Event Trigger

In order for Autopilot to record an event, there must be a published Journey that includes a Send Segment Event trigger, configured with the event's name. Please check this if you are sending Track calls, but aren't seeing any events appear in Autopilot.


To learn more about configuring the Segment Event trigger, please see the setup guide.