Integrations

Segment integration

Sync customer identity and behavioural events from Segment to enrich Liya contact records and trigger proactive support.

5 min read Updated July 2026

The Segment integration brings your product analytics data into Liya. Customer identity attributes (from identify calls) and behavioural events (from trackcalls) flow into Liya, enriching contact records and enabling event-triggered automations.

What the integration provides

Data type	How it's used in Liya
identify() traits	Automatically populate contact custom attributes (plan, MRR, company, sign-up date, etc.)
track() events	Trigger Liya automations when specific product events occur
group() traits	Populate account-level attributes on the contact's company record
page() events	Show recent page visits in the conversation sidebar for context

Connecting Segment

Go to Settings → Integrations → Segment

Click Connect and copy your Liya Segment Source Key.

Add Liya as a destination in Segment

In your Segment workspace, go to Connections → Destinations → Add destination. Search for "LiyaSupport" and click Configure.

Enter your Segment Source Key

Paste the key from Step 1 into the destination configuration and enable the destination.

Map Segment traits to Liya attributes

In Liya's Segment settings, map the Segment trait names to your Liya custom attribute keys. For example: plan → plan, monthlySpend → mrr.

Custom attributes must be defined in Settings → Contacts → Custom attributesbefore they can receive values from Segment.

Sending identity to Liya

Your existing analytics.identify() calls automatically enrich Liya contact records without any code changes — once the destination is connected:

javascript

analytics.identify("usr_123", {
  name: "Jane Doe",
  email: "[email protected]",
  plan: "Enterprise",
  mrr: 2400,
  company: "Acme Corp",
});

// These attributes are automatically available
// in Liya's conversation sidebar when Jane
// contacts support.

Event-triggered automations

Use Segment trackevents to trigger Liya automations. For example, automatically create a churn-risk ticket when a user cancels, or send a proactive check-in when a customer hasn't logged in for 30 days.

javascript

// When Jane cancels, track the event
analytics.track("Subscription Cancelled", {
  plan: "Enterprise",
  reason: "Too expensive",
  userId: "usr_123",
});

// Liya receives this event and can:
// 1. Create a proactive support ticket
// 2. Add a "churn-risk" tag to Jane's contact
// 3. Notify the account manager via Slack

Configure event-based rules in Settings → Automations. Add a trigger of type Segment event received, select the event name, and define your actions.

Customer context in conversations

When a Segment-identified customer contacts your support team, their conversation sidebar shows:

All mapped custom attributes (plan, MRR, sign-up date, etc.)
Recent track events (last 10 events in the past 30 days)
Recent page views with timestamps
Link to their Segment profile

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