Question

What is the best setup for cross-platform session tracking across my website, mobile app, and CRM? We are having trouble keeping sessions and user journeys connected when customers move between devices or from web to app.

Product

Twilio Segment

Answer

To track users consistently across your website, mobile app, and CRM, you need to use a single userId for all authenticated activity and capture cross-channel attribution data (such as UTM parameters or deep links) on the first touch. Anonymous browsing on each device generates a different anonymousId, so sessions cannot be joined until the user logs in. Once logged in, use the same userId across all platforms web, app, CRM, and server-side to tie together all events and restore the relationship between anonymous and authenticated activity. If you track key events from your backend, you can also pass UTM parameters, IP address, and user agent manually so your server-side events maintain the same attribution context as your client-side events.

Additional Information 

Learn more about cross-tracking users in Tracking Customers Across Channels and Devices.