Customerlabs CDP Documentation

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Frequently Asked Questions (FAQs)

1. What is Schema? 

The schema is nothing but the identifiers and user traits, for instance, email, phone, location, etc., you need to map them with the destination schema (identifiers and traits) so that the destination channel can identify the user and ingest the data.

For example, if you have a connected source such as CRM, a website, or any other tool, sending user details to the CustomerLabs that consist of information such as email, phone, and city you must map those schemas with the respective destination schemas Email, Phone, and City to sync the data.

2. What is List sync?

The list sync is the process of syncing the known users with the destination. If the user details consist of name, email ID, phone number, etc., then it’s recommended to sync the audience as a List sync with the destination.

Destination platforms do support list sync for anonymous users if you have the identifiers that are acceptable at the destination’s end. For example, user_id is supported by Google Ads. But Facebook Ads accepts only known identifiers, which means if you have identifiers like email or any mandatory identifiers they have mentioned, Facebook can do list sync.

Note: Before syncing the audience with the destination, check if the destination channels support list or event sync. For example, Google Ads, Facebook, TikTok, Klaviyo, and LinkedIn support list sync.

3. What is Event sync?

The purpose of event sync is to sync anonymous users with the destination based on the availability of external ids (like the Facebook click id, and Google click id). We support Event Sync for Google Analytics, Facebook, and TikTok

4. What is a static audience?

The static audience is an audience filtered based on a specific date range. If you create a static audience segment, the data won’t be refreshed every time, which means no new users are added or removed from the audience segment. 

5. What is a dynamic audience?

The dynamic audience is an audience that will keep updating or refreshing based on a given dynamic date range. It means if you create a dynamic audience with the date range filter as “Dynamic – in the last 30 days”, new users are added or removed based on the last 30 days’ data and the refresh interval.

6. How “Save Audience as Draft feature benefits us?

If you have created a new audience but don’t want to activate it or sync with destinations, you can save the audience as a draft and reactivate it at any time in the future.

7. Where do I see a 360-degree view of a customer?

You can view a 360-degree view of a customer under the audience. Go to Audiences → Click on All contacts → Search and Select the user.

8. How do I find the specific user and delete it?

To find the specific user and delete it, navigate to Audiences → Go to Find user section → Search the user by clicking on “Find User” → Once the user details are displayed click on the delete icon.

You can find the user you want to delete using any of the following identifiers:

  • CustomerLabs User ID
  • Email
  • Phone
  • Facebook fbp ID
  • Google analytics client ID
  • Other external IDs you have configured in Source to identify a user in the system (For eg. Hubspot ID, Intercom visitor ID, etc)

9. Can I connect multiple Facebook ad accounts with CustomerLabs?

We are currently working on this feature that will allow you to connect multiple Facebook ad accounts with one CustomerLabs account. We will update you once this feature is available.

10. Difference between Facebook offline conversion integration and Facebook integration?

Facebook integration allows you to send online data or events from the website to Facebook on both the server side and client side.

You can use Facebook offline conversion to upload your offline events data and physical store data to Facebook and match the transactions that take place offline with people who saw or clicked on your Facebook ads. If Facebook finds a match, Facebook attributes that data to your ads. Facebook offline conversion doesn’t support online data.

11. Can CustomerLabs integrate with Custom Source and Custom Destination?

Yes, CustomerLabs enables you to integrate with custom sources with the help of webhook URLs and custom destinations with just a few lines of javascript code. If your source supports webhook integration, the integration is easy with CustomerLabs.

12. How to ensure the data is flowing into the CustomerLabs successfully?

Once you have connected the source, you can always view the log and check if all the events are flowing into the CustomerLabs successfully. 

And check the specific workflow log if the raw data you receive from the source turns into specific event data based on the workflow configuration. 

Navigate to the Sources →  Go to the specific source you have connected →  Click on “Show logs” → Click on “View details”

You must be wondering what is Data in and Data out under source and workflow:

The Data In represents the data received from the particular source/workflow, and the Data Out means how data is processed from Source/Workflow into Workflow/to the internal database in the CustomerLabs.

Check here for a detailed explanation → Source/Workflow logs

13. What if I want to exclude an audience on Facebook?

You can create an audience in the CustomerLabs and exclude the specific audience on Facebook. For example, you can create two audiences in CustomerLabs – 90-day product viewed but not purchased and 14-day product viewed and not purchased and sync both audiences with Facebook.

After syncing the audiences, follow as given below:

Create a new custom audience on Facebook and

  • Include: “90-day product viewed but not purchased” audience
  • Exclude: “14-day product viewed and not purchased” audience

and save this audience to use for retargeting.

14. How do I check if the audience has synced with the destination successfully?

To check if the audience has been synced successfully with the respective destination, you can follow these steps:

  • Go to the Audiences page.
  • Click on the name of the audience or the “View icon”.
  • Navigate to the Logs tab, you can see the “Status” column that will show you the status of the most recent sync.

15. What is the added_to_segment?

The audiences created in the CustomerLabs synced as an event (through the event sync option) with the destination called added_to_segment.

16. Why am I getting the error message “Invalid match key parameters” in Facebook for the specific event – “added_to_segment”?

This is nothing to worry about. This happens in the initial few refreshes due to the sync of new parameters in the event. This will go off after a few refreshes.

17. What is the Website session start, and first visit triggers under the Event manager?

The website session and first visit are the default triggers. The website session start represents user interaction taking place within a time frame, while the first visit represents whenever the user visits your web page considered as the first visit. You can turn off those events if you don’t want to track them. To do so, Click on your account name → URL management → You can turn off the toggle for the respective events.

18. Can we track the form in the iframe pop-up using the No-code event tracker?

It is unfortunate that currently, the No-code event tracker does not support tracking forms in iframe pop-ups, but we are glad to say that it is on our roadmap.

19. What if the No-code Event tracker is not working? 

First, check if the tracking code has been configured inside the head tag of the pages you would like to track using CustomerLabs successfully.

Second, you can check if your website URL has been added successfully under URL management in your Account. You can find URL Management by clicking on the Account name in the top right corner → URL Management.

If you’re still facing issues, get in touch with our team. We are happy to help.

20. What is the audience size to have to sync with the destination?

It is always recommended to have an audience size of at least 3000 users to sync with the destination. This is because having less than 1000 people in your audience makes it difficult for ad platforms to match and populate your target audience.

21. Can I give super admin access to another team member?

No, you won’t be able to give super admin to someone, however, if you want to do so raise a concern to the support and we will assist you with the same.

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