Issue

In Segment Unify, customers may notice that groupIds are not being stitched or displayed under Accounts, resulting in missing group associations (such as bookings) in the Unify explorer. This issue can occur if the groupId identifier is not configured in the Identity Resolution settings for the affected Unify space.

Product

Twilio Segment

Environment

Segment Console

Cause

This issue is typically caused when the groupId identifier is accidentally removed or not configured in the Identity Resolution settings for the relevant Unify space. Without this identifier, group events cannot be properly linked to accounts.

Resolution

To resolve the issue, follow these steps:

1. Navigate to the Segment Console and open the affected Unify space.
2. Go to Identity Resolution Settings for the space.
3. Check if groupId is listed as an identifier.
4. If groupId is missing, add it back as an identifier.
5. Save the changes.
6. Test by sending a group event and verify that groupIds are now stitched and visible under Accounts in the Unify explorer.

Additional Information 

• If the groupId was recently deleted, re-adding it should restore expected behavior for new group events. Historical data may not be retroactively linked.
• Always review recent changes to Identity Resolution settings if stitching issues arise.