How Do You Troubleshoot a Twilio Segment Linked Audience Returning Zero Results? – Twilio Support

Question

What should I check when my Linked Audience in Segment returns zero records, even though I expect matches based on my data source?

Product

Segment

Environment

Segment Console

Answer

When a Linked Audience in Segment returns zero records, review the following areas:

Anonymous User Inclusion: Ensure the "Include anonymous users" option is enabled if your profiles may not have external IDs.
Case Sensitivity: Confirm that filter values match the exact case of the data stored in your source.
Join Key Configuration: Verify that the join key in the Data Graph relationship matches the column name in your entity table and aligns with the profile identifier.
Profile Population: Check that the mechanism populating the Profile entity (such as a Reverse ETL sync) includes all relevant records. If the sync filters out records, those profiles will not be available for audience matching.
Profile Sync and Materialized Views: Confirm that Profile Sync is enabled and the required materialized views (user_identifiers, user_traits, profile_merges) are selected.
Data Sync Delays: Allow time for recent data changes to sync and materialize in Segment.

Additional Information

If filters in the Linked Audience return zero records but removing filters returns results, the issue may be with how profiles are joined or populated. Review your data pipeline and Data Graph configuration to ensure all intended records are available for matching. For more details, refer to Segment documentation on Linked Audiences and Data Graph setup.