Connect Segment to WhatsApp, Instagram, TikTok and AI Chat
Customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email, and your customer data runs through Segment. AeroChat answers those conversations and works with Segment in both directions. It looks up the customer’s profile to shape the reply, and it sends what happened in the chat back to Segment, so the tools connected to it see the conversation too. You describe the workflow in your own words, and AeroChat builds it.
What you can do with Segment and AeroChat
- Send chat events to Segment. AeroChat records who the customer is and what happened in the chat, such as a lead captured or an order question, as events on their profile.
- Personalise replies with Segment profiles. AeroChat looks up the customer’s profile by email or phone and uses traits such as their tier or last order in its reply.
- Add what the customer tells you to their profile. Preferences given in chat, such as size, language or preferred contact time, become attributes on the profile.
- Link a chat to a known customer. When a customer gives an email you already hold, AeroChat sends it with their phone number so the profile joins up.
- Route valuable customers to your team. When the profile shows a high tier or an open issue, AeroChat hands the conversation to a person.
Works on every chat channel
Your customers message you wherever they already are. The same Segment connection and the same workflows run on every channel AeroChat supports, and Segment stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number and get replies that use what Segment knows about them. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through two of Segment’s public APIs. It sends identify calls and track events through the HTTP Tracking API, and it reads profile traits, external IDs and recent events through the Profile API.
To connect, add an HTTP API source in Segment and copy its write key. For lookups, generate an access token under Unify settings, API access, and note your space ID. The Profile API is part of Segment Unify, which is on Segment’s Business tier. Paste the keys into the AeroChat dashboard when AeroChat asks.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which Segment calls it needs, and asks you to connect. Keys and credentials are entered in the AeroChat dashboard and never pass through the conversation.
Workflows to copy
Copy this into AeroChat
When someone gives their name and email in chat, send an identify call to Segment with their email, phone number, first name and the channel they used. Then send a track event called Chat Lead Captured (example) with the topic they asked about and a two-line summary.
Copy this into AeroChat
When a customer starts a chat and we know their email or phone number, look up their profile in Segment. If the trait tier is VIP (example value), greet them by first name and hand the conversation to our customer care team if they report a problem. Otherwise, answer as usual.
Who uses it
Businesses that already route customer data through Segment can use it, such as online stores, subscription brands and apps that feed their marketing, analytics and support tools from one customer profile. If Segment holds the profile, the chat can use it and add to it.
What stays in Segment
Segment stays the record of your customer data. Profiles, identity resolution, audiences and the destinations they feed stay there, and your team still manages them in Segment.
AeroChat handles the conversation. It reads the profile data your recipe asks for and sends the events and traits it names, and leaves the rest to Segment and the tools behind it.
Questions
Does AeroChat work with Segment?
Yes. AeroChat sends chat events through Segment’s HTTP Tracking API and reads profiles through the Profile API, with keys you create in Segment.
Can WhatsApp conversations show up in Segment?
Yes. AeroChat sends the details the customer gives and an event for what happened in the chat, so they appear on the customer’s profile in Segment.
Do I need a developer?
No. You describe the workflow in your own words, create the keys in Segment and paste them in, and switch it on. AeroChat shows a checklist of what is left to do. Whoever manages Segment for you should agree the event and trait names.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Choose by message volume: Starter covers 500 AI responses a month and 3 seats, Growth covers 2,000 responses and 10 seats and adds payment links and broadcasts, and Advanced covers 5,000 responses and 25 seats.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect Segment and try it
Paste the first recipe, add your Segment keys, and leave your own name and email in the chat.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.