Comprehensive Guide to Troubleshooting Trait Update Issues in Vitally
Introduction
Traits in Vitally are crucial for managing and analyzing customer data. However, users may sometimes encounter challenges when updating traits, syncing data across integrations, or mapping traits with external systems like Salesforce or Snowflake. This guide provides comprehensive troubleshooting steps to address these issues and streamline your data workflows.
Bulk Edit Issues with Traits
If the Bulk Edit feature for traits does not apply updates as expected, follow these steps:
Apply a Temporary Filter: Apply a filter to temporarily hide customers where the trait is already set.
Select Remaining Customers: Select all remaining customers and attempt to set the trait again.
Temporary Filter Use: You do not need to save the filtered view in the table; using a temporary filter is sufficient for troubleshooting.
Check Permissions and Data Format: If issues persist, ensure that you have permission in Vitally and your data source to edit the traits being edited and verify that the data is in the expected format. Also, if you're updating traits that sync with CRMs, like Salesforce, ensure your integration user has permission to update the trait in that integration.
This approach often resolves common issues with bulk updates to traits.
Trait Mapping Issues Between Vitally and Salesforce
Problems can also arise when mapping multi-select traits in Vitally to incompatible field types in Salesforce. Here’s how to resolve such conflicts:
Trait Type Incompatibility: The issue often arises because the trait in Vitally is set as a multi-select, while in Salesforce, it is configured as a short text field.
Resolution Options: Update the trait type in Vitally to a string or change the field type in Salesforce to a Picklist or multi-select.
Updating the field types to match across systems ensures seamless data mapping and eliminates these errors.
Syncing Issues with Segment Integration
When trait updates do not sync correctly, and the problem is suspected to be related to Segment, consider the following:
Limitations in Vitally's Visibility: Vitally and support teams do not have visibility into Segment’s internal integration settings or filters for troubleshooting.
Collaborate with Internal Teams: Work with your internal team managing the Segment instance to investigate any exclusion or filtering issues. Ensure that Segment is using the same unique ID to identify users or accounts that Vitally is using.
Provide Details to Vitally: If further investigation is needed within Vitally, ensure you provide specific examples, including the trait name, expected values, and the dates when updates were made.
This approach ensures that data flows correctly between platforms while addressing any limitations.
General Best Practices for Managing Traits
To minimize future issues with trait updates, keep these best practices in mind:
Standardize Data Formats: Ensure traits across Vitally and integrated systems use compatible formats.
Check Permissions: Regularly review permission settings for traits and integrations to verify that all access aligns with operational needs.
Communicate with Teams: Engage with cross-functional teams managing integrations (e.g., Salesforce or Segment) to stay aligned on setup requirements.
Monitor Updates: Proactively monitor trait updates and sync operations to catch issues early.
Additional Resources
If you encounter issues that persist despite applying these troubleshooting steps, consider reaching out to Vitally’s support team with detailed examples and logs for further investigation. Related documentation and support resources are also available within the Vitally Help Center for guidance on trait management.