Sailthru Destination

Sailthru quick info

Sailthru accepts Track, and Identify calls. If you reference it in the Integrations object, call it “Sailthru”.

Sailthru accepts data from any Segment mobile or server source in cloud mode. It does not accept data from a web source, and does not offer device-mode connections.

Getting Started

The Sailthru server-side destination will allow you to add users, send custom events and purchase events. Once the Segment library is integrated, toggle Sailthru on in your Segment destination panel and add your API Key and Shared Secret, which you can find in the Sailthru Dashboard under App Settings > set up > API & Postbacks.

Implementation Checklist

Important: In order for this destination to work, you must have a few prerequisite configurations.

  • You must have extid lookup enabled in Sailthru.
  • Use the ecommerce v2 events to track Order Completed, Product Added, and Product Removed.
    • For Product Added and Product Removed events, whether there is an email or not, we need to make a request to grab the items in the user’s cart. We rely on the userId value for this request. It is essential that you have a userId on these calls, otherwise they will not make it to Sailthru.
    • To trigger abandoned cart campaigns, you must pass in a reminder_time and reminder_template on the Product Addedand Product Removed events.
    • The template passed through as reminder_template must match the public name configured in Sailthru’s UI.
  • We recommend appending whenever possible in your identify calls. If you send an identify call without a and only a userId, the profile will be created in Sailthru but you would not be able to find that user using their User Look Up feature.


You must configure a customerId in your integration settings in order to use the page functionality. This value is only required for page calls and can be found in your Sailthru Dashboard under App Settings

When you call page, we will hit the Sailthru page endpoint and you will see the calls populate in the Sailthru Realtime Dashboard.

The is also a required field for all page calls, so be sure this is present on each call.

We will automatically handle the proper identification of user’s in Sailthru using the Segment userId.


Sailthru provides an out of band web scraper that will automatically collect contextual information from your pages to power their personalization engine. If the design of your site requires passing these tags to Sailthru manually (Single Page Apps are one example) you can manually pass them using a keywords property in the page event:'Page Name', {
  keywords: ['football', 'new york giants', 'eli manning']

See our documentation for more info on the keywords property.


When you identify a user, we will pass that user’s information to Sailthru with userId (or anonymousId if userId is not passed) as Sailthru’s External User ID (extid). Segment sends all traits as vars to Sailthru.

Segment will automatically alias users for you so if you identify a user who you had previously only identified with an anonymousId, we will merge the profile with anonymousId into a new profile with userId as long as you pass both anonymousId and userId.

An identify event will appear in Sailthru’s user lookup feature if there is an email present (Sailthru only allows a user lookup up based on an email):

Or within the Users > Lists feature, based on the default list you configured in the Segment UI or passed in through the destinations object like so:

    "name": "Hamurai",
    "email": "",
    "quote": "Rick, you love those BBQs, Rick"
      defaultListName: "testingList"

You can also configure an optout_email value in the Segment UI, or pass in a value through the destinations object with one of the Sailthru expected values:

    "name": "Duck With Muscles",
    "email": "",
    "quote":  "Oh, wow...Baby Wizard was a Parasite?!"
      optoutValue: "basic"

So if you send an identify call without a and only a userId, the profile will be created in Sailthru but you would not be able to find that user using their User Look Up feature.


When you track an event, we will send that event to Sailthru as a custom event. Important: You must have each event mapped in Sailthru within Communications > Lifecycle Optimizer in order to use the custom event. Be sure that the Status is set to Active:

Your account must have triggers or lifecycle optimizer enabled. This should be enabled when the account is setup, however, just to be sure you may need to contact your account representative to confirm it is enabled.

A custom event will hit the Sailthru Lifecycle Optimizer feature. Navigate to Communications > Lifecycle Optimizer in your Sailthru dashboard:

Configure a custom event to a new flow and trigger a follow up action to the event:

For instance, in the above example notice that the Registered event will add the user who trigger the event to a list.


When you track an event with the name Order Completed using the e-commerce tracking API, we will send the products you’ve listed to Sailthru’s purchase log:

In addition, it will also appear within the user view under purchase history:

Note that the main identifier is email not id

Sailthru does not allow the extid to be the main lookup identifier for their Purchase API. Instead, Sailthru requires an email as the primary identifier. Segment will make a GET request to retrieve the user’s email based on their userId, which is their extid in Sailthru.

If the user and their email does not exist in Sailthru, the event will throw an error. If the user exists, the purchase will be added to their profile. Be sure to call identify with an email passed in the traits object prior to the Order Completed event. If you are sending events using one of Segment’s server-side libraries and want to be sure, you can also send the email value in your track calls under

Once Order Completed is triggered, Segment will pass in incomplete: 0 to signify that the order is now complete. Segment will map the following Sailthru required fields from the v2 Order Completed Spec:

Sailthru Spec Segment Spec
title products.$.name
qty products.$.quantity
price products.$.price
id products.$.product_id
url products.$.url

Note: the url field is required by Sailthru for each product. If it’s not explicitly attached to the product, Segment will pull this value out from the for you, so be sure this value is present on each Order Completed event if you’re not attaching specific urls with each product.

In addition, the following optional parameters will be mapped:

Sailthru Spec Segment Spec
adjustments adjustments
tags products.$.tags
image_url products.$.image_url
image_url_thumb products.$.image_url_thumb

adjustments is not a standard Segment event, but will be sent to Sailthru as-is if it’s present in the event properties.

Note that purchases cannot be edited once they are posted.

Abandoned Cart Events

In addition to Order Completed events, we support the concept of Sailthru’s Abandoned Carts using Segment’s Product Added and Product Removed events. When these events are triggered, Segment will pass in incomplete: 1 to signify that the order is incomplete.

To send transactional emails when a user abandons their cart, you must pass in a reminder_time and reminder_template on the Product Added and Product Removed events. The template passed through as reminder_template must match the public name configured in Sailthru’s UI.

If you send in a Product Added event without a valid template, Sailthru will return an error. If you send in a Product Added event with the reminder_template param, it will successfully send in and appear in the user view within their incomplete purchase cart. Some example values for reminder_time are 60 minutes, 24 hrs, 2 weeks. Segment will handle passing in the + increment.

analytics.track('Product Added', {
  cart_id: 'skdjsidjsdkdj29j',
  product_id: '507f1f77bcf86cd799439011',
  sku: 'G-32',
  category: 'Games',
  name: 'Monopoly: 3rd Edition',
  brand: 'Hasbro',
  variant: '200 pieces',
  price: 18.99,
  quantity: 1,
  coupon: 'MAYDEALS',
  position: 3
}, {
  integrations: {
    Sailthru: {
    'reminder_template': 'abandoned cart',
    'reminder_time': '+20 minutes'

Note: All Product Added and Product Removed events going into Sailthru must have a userId. Sailthru must understand the state of a user’s cart when updating an item within the cart. To understand this, Segment makes a get request with the userId value to retrieve a user’s cart.

For Product Added events, we check the item added using the productId against the items we retrieved from Sailthru within the user’s cart. If the item is present, we increase the quantity by one. If there are no items in the retrieved cart, we simply add the item.

For Product Removed events, if the product is present, we then check the qty, subtracting the quantity of the one item, and add the remaining quantity back into the purchase payload. If there is only item, we remove it completely and push up the empty cart. If we fetch an empty cart, we return the error 'Nothing to remove from Incomplete Cart for this user.'.


In addition to the required settings, you will have the option to configure an optout value, a default reminder time/template, and a default list name in the destination settings UI.


The default status for the optout value is none or you can select all, basic or blast. Note: Configuring a setting other than none in your integrations settings will apply to all users. If you need to dynamically opt users in or out of emails, pass the setting as a parameter on each event.

all: Opts the user out of all emails (campaigns & transactionals). This is the default status when a subscriber marks your email as spam from within an email client.

basic: This opt-out set up allows for certain communications (see some acceptable examples in the next bullet) to always send to a user – despite their status.

blast: Opts the user out of all campaign emails. The user will still receive all transactional (1:1) emails.

none: Optout(none) is a way of revalidating users back from being any type of optout. This would only be used if an end user has previously opted out and would like to opt back in to be a valid user.

You can read more about Optout Levels here.

Adding users to a list

To configure a default list name, Segment exposes a setting to configure this in the UI. You can also explicitly set your own defaultListName through the destination option on identify.

Reminder Time and Template

To configure a default reminder time and template, enter the public name of your template (configured in Sailthru’s UI) and the time frame you will want the email to send. Some example values are 60 minutes, 24 hours, 2 weeks. Segment will handle passing in the + increment. To read more about how Sailthru calculates time, refer to their time documentation.


Rate limits

All calls are subject to rate limits.

  • For identify events, we hit the /user endpoint, which allows 300 requests/second.
  • All others allow 40 requests/second.
  • Limits can be raised on a case-by-case basis in order to support valid business practices. contact your Sailthru account representative for more.

Nested Traits and Property Handling

Sailthru does not accept nested custom traits or properties, so by default we will flatten any custom nested properties. For example, see the below nested properties and the flattened output:

  "input": {
    "type": "track",
    "userId": "14092348",
    "event": "Played Game",
    "timestamp": "2017",
    "properties": {
      "levels": [
      "arcade": {
        "blips and chitz": {
          "planet": "Parblesnops"
        "galaxy": {
          "coordinates": "1232.4832"
        "games": [
          "Roy: A life well lived",
          "Whack a mole"
"output": {
"id": "14092348",
"key": "extid",
"event": "Played Game",
"vars": {
"levels_0": 1,
"levels_1": 2,
"levels_2": 3,
"arcade_blips and chitz_planet": "Parblesnops",
"arcade_galaxy_coordinates": "1232.4832",
"arcade_games_0": "Roy: A life well lived",
"arcade_games_1": "Whack a mole"
"format": "json",
"api_key": "xxxxxxxxx",
"shared_secret": "xxxxxxxxxx",
"sig": "70f7461c89c789688c5a0680dae6f08f"


Note that Sailthru does not support historical replay.


You can send computed traits and audiences generated using Segment Personas to this destination as a user property. To learn more about Personas, contact us for a demo.

For user-property destinations, an identify call is sent to the destination for each user being added and removed. The property name is the snake_cased version of the audience name, with a true/false value to indicate membership. For example, when a user first completes an order in the last 30 days, Personas sends an Identify call with the property order_completed_last_30days: true. When the user no longer satisfies this condition (for example, it’s been more than 30 days since their last order), Personas sets that value to false.

When you first create an audience, Personas sends an Identify call for every user in that audience. Later audience syncs only send updates for users whose membership has changed since the last sync.

Supported Sources and Connection Modes

Before you start, make sure Sailthru supports the source type and connection mode you’ve chosen to implement. You can learn more about connection modes here.

Web Mobile Server
📱 Device-mode ⬜️ ⬜️ ⬜️
☁️ Cloud-mode ⬜️


Segment lets you change these destination settings from the Segment app without having to touch any code.


The API key found in your Sailthru dashboard.

Customer Id

Required for page calls. This value can be found in your Sailthru Dashboard under App Settings

Default List Name

Sailthru best practice dicates every user be added to a list. Configure a default here.

Default Reminder Template

Required with Reminder Time. The public name of your template which you first must configure in Sailthru’s UI.

Default Reminder Time

Required with Reminder Template. The time frame you will want the email to send. YOU MUST ENTER A NUMERICAL TIME AND FIELD MINUTES, HOURS, WEEKS For example: 60 minutes, 24 hours, 2 weeks. Segment will handle passing in the + increment.

Optout Status

Select whether to opt out users from email campaigns. The default status is none.

Shared Secret

The Shared Secret found in your Sailthru dashboard.

This page was last modified: 28 Jan 2021

Get started with Segment

Segment is the easiest way to integrate your websites & mobile apps data to over 300 analytics and growth tools.
Create free account