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Segment Troubleshooting

Common segment issues and how to fix them.

Segment Shows Zero Leads​

The segment isn't matching anyone. Walk through this checklist:

  1. Is the segment Active? Inactive segments don't evaluate rules. Toggle on.
  2. Do field names match exactly? Lead Metadata and Account Metadata field names are case-sensitive and must match what's in your Mapping configuration. job_title and Job_Title are different fields.
  3. Does the event type exist? Event Metadata rules require that the event type has at least one ingested event. If you're scoring on Webinar Attend but no webinar events have been ingested, the rule matches nothing.
  4. Are levels configured? Engagement Level, Profile Level, and Account Level rules need Configure > Levels to be set up first.
  5. Are values matched correctly? Use Contains instead of Equals if values vary slightly (e.g., "VP" vs. "VP of Sales").
  6. Use Preview before saving. The Preview button lets you test rule combinations before locking in.

Segment Includes Unexpected Leads​

The segment is matching too broadly:

  1. Review logic groups carefully. OR groups expand membership; AND groups restrict it. A common mistake: building a multi-condition segment with OR when you meant AND.
  2. Check operator choices. "Contains" matches anywhere in the string — "Director of Engineering" matches "Director" but also "Direct Marketing." Use "Equals" or "Starts With" when you need exact matches.
  3. Check that level rules use the right level. A rule like Engagement Level equals "Warm" matches only the Warm tier. If you want Warm and above, use multiple rules joined with OR.

Lead Metadata Fields Don't Appear in Dropdown​

Field options come from your profile mappings:

  • For lead metadata fields, configure them under Configure > Mapping > Profile.
  • For account metadata fields, configure them under Configure > Mapping > Account.

Until a field exists in mapping, it can't be referenced from a segment rule.

Event Type Doesn't Appear in Event Metadata Dropdown​

Event types populate from events that have actually been ingested. If you haven't yet sent any events of that type, it won't appear.

Workarounds:

  • Send a single test event of the type.
  • Set up the rule with a placeholder event type and update once data flows.

Segment Lead Count Drifts Unexpectedly​

If a segment that was stable starts losing or gaining leads rapidly:

  1. Check upstream data sources. A CRM sync that started overwriting industry with empty values will wipe out segments keying on industry.
  2. Check for level configuration changes. Updating engagement-level thresholds reclassifies every lead and ripples into segments.
  3. Check for new rules or rule edits. A small edit to a segment's rule can drastically change membership.
  4. Check the 7-day trend indicator. The arrow on the segment list (green up, red down) helps you spot drift quickly.

Segments That Used To Match No Longer Match​

Often a sign of mapping or schema drift:

  1. The mapping that populates the field used by the rule changed names.
  2. The event type the segment depends on stopped flowing.
  3. A negative scoring rule pushed everyone out of the level the segment keys on.

Use Score History to investigate why scores changed, and check Configure > Mapping for recent edits.

Segment Counts Look Inflated or Deflated vs. Reality​

Account segment counts use a snapshot table that updates on a regular cadence. Lead segment counts are continuously evaluated. If you just made a major change (a CRM bulk update, a mapping edit, a level reconfiguration), give the system a couple of minutes to reconcile, then refresh the page.

If counts still look wrong after that, export the segment to CSV and spot-check the members against expectations. Usually this surfaces a rule edge case quickly.