Audience Membership in the Destination Does Not Match the Audience in Engage – Twilio Support

Issue

Users are either missing from destination audiences they should belong to or are appearing in audiences for which they are not eligible.

Product

Twilio Segment

Environment

Segment Console

Cause

Audience membership is determined by whether a user's profile traits match the criteria defined in the Audience Builder. If trait values are incorrect, missing, or not updated, users may not be included in the intended audience. Additionally, event delivery failures, rate limits, or other destination-side issues can prevent audience membership updates from being successfully synced to the destination.

Resolution

Confirm that user profile traits match the audience criteria exactly as defined in the audience builder.
Update trait values in user profiles within the Engage space as needed.
Review event delivery logs to ensure "Audience Entered" events are successfully sent to the destination.
If events are throttled or not delivered, increase the rate limits on the destination system to resolve throughput throttling errors.
If the event is delivered but the audience is not visible, provide event details to the destination support team for further investigation.

Additional Information

Event delivery data in Segment is available for the past two weeks. Regularly monitor event delivery and destination rate limits to ensure accurate audience updates.