Issue

You notice that specific users who should match your Engage audience criteria are missing from the audience. There are no explicit error messages, but the expected user profile count does not match your external database or query results. The targeted user does not have example_trait and the audience criteria excludes all users who have example_trait greater than 0.  You assume that the user should qualify since null is not greater than 0. 

Product

Twilio Engage

Environment

Segment Console

Cause

This issue occurs because of how null and numbers are handled.  If your audience criteria checks for a specific value (such as >0) but does not explicitly account for null or missing values, the audience builder's evaluation logic and AND NOT conditions may unexpectedly exclude these users from target membership.

Resolution

To resolve this issue, update your audience builder logic to explicitly handle missing or null trait values:

1. Navigate to your audience definition in the Audience Builder.

2. Locate the criteria evaluating the specific user trait.

3. Amend the logic to include users where the trait equals the desired value OR where the trait does not exist. For example, update the condition to check if example_trait equals 0 OR if example_trait is does not exist.

4. Preview the audience results to verify that the missing users are now successfully captured.

5. Save and deploy the updated audience logic.