Right now, Customer.io doesn’t support alias calls from Segment; they implement
anonymousId to identify users, and it’s not possible to connect anonymous user data with a newly created
id in Customer.io.As a result, you might end up with duplicates. You might have come across this issue if:
We want to make sure that the people receiving messages are those who have signed up for your service; however, in some cases, we recognise that this isn’t ideal.
How this might happen is: if you send us an identify call with some attributes attached, we first look at the
id associated with that call. If the
id is new, a new user is created with those attributes. If that
id already exists, we update only the attributes that are different compared to the previous call. We do not update or change the
id. So if the
id is new to Customer.io, a new (duplicate) user is created, even if you may have just wanted to update a previous one.
There are a couple of options here, and this depends if you’re concerned about duplicates of existing users, or if these customers are new ones that haven’t yet signed up.
In the cases of existing duplicates, we use the following process:
ids to delete.
If these are new users, however, the process is a little more complex. We have a couple options here:
As always, if you need any help with this process or have any questions, please let us know!