User Merging

All users are identified using a unique attribute such as email, mobile number, custom id, etc. These identifiers are generated when users provide information about themselves, such as when they log in with an email id, mobile number, or username. In addition, users may visit your app or website using multiple devices, and until the user logs in, we will not know if this user is new or existing.

MoEngage classifies users as:

    • Anonymous User - A user who hasn’t been identified yet by the website or the app. This could be a user who has been using the app/website but hasn’t logged in or a completely new user who hasn’t signed up.
    • Registered User - A user who has signed up or logged in to your website or app.

Terms to Know

    • MoEngage ID - MoEngage creates a unique identifier as soon as a user visits your website or app to recognize a user, which is a non-changeable value.
    • ID - When a user registers on your app or website (by providing a form of email, phone number, or user id), we recommend you generate a unique identifier for that profile and pass it to MoEngage as an ID. This ID lets you recognize the user across multiple devices and platforms, thus providing a 360° view. This ensures that information about the user is captured correctly even if they uninstall and reinstall the app.

MoEngage ID and ID - Relationship

    • New User When a user opens or visits the app for the first time, neither the brand nor MoEngage has any information about them. MoEngage assigns a MoEngageID to this user and creates an anonymous profile for them. MoEngage records all actions that the user performs.
    • Sign-up -If the user proceeds to sign up, they become a registered user or an identified user. The brand assigns a unique identifier for each user called ID. This information is passed to MoEngage, and this user is now considered a registered user in the MoEngage system.
    • Registered user who hasn’t signed in initially - If the user has an account (has a MoEngage ID and an ID) but signs in after performing a series of events, a new MoEngage ID would have been created for them as they hadn’t signed in initially. Once they sign in,  the user profile created earlier with a new MoEngage ID is merged with this existing MoEngage ID.

User Merging Scenarios

MoEngage enables you to have a single user ID for all your users, even if they are using different devices. The only condition for merging users in MoEngage is that the user has to be signed in on the device. When a user visits your website or app, MoEngage merges the anonymous user profile with the registered user profile once they log in to the system.

Scenario 1: When the user visits your website or app for the first time on a device (Device 1), then they are user called an anonymous user, and a MoEngageID is set as MoEID-1 for that user.
If the user logs in, this user is an identified user, and an ID called U-1 is set for the user. All events on this device until the user logs out or uninstalls are attributed to MoEID-1.

User 1 using Device 1 MoEngageID ID

Event 1

MoEID-1

-

Event 2

MoEID-1

-

Event 3

MoEID-1

-

Anonymous User logs in

A new user is registered, and the website/app provides the ID (U-1). This user ID U-1 is linked to MoEID-1.

Event 4

MoEID-1

U-1

Event 5

MoEID-1

U-1

Event 6

MoEID-1

U-1

 

Scenario 2: If the same user visits the website/app from another device (Device 2), then this user is still an anonymous user since MoEngage does not know the identity of this user, and a new MoEngageID MoEID2 is created for the user. If the user logs in, the website or app notifies MoEngage that the user ID is U-1. Now the anonymous user is merged with the already existing registered user.

User 1 using Device 2 MoEngageID ID

Event 1

MoEID-2

-

Event 2

MoEID-2

-

Event 3

MoEID-2

-

Anonymous User logs in

The user is identified as U-1 by the website or app. U1 is already linked to MoEID-1. 

Event 4

MoEID-1

U-1

Event 5

MoEID-1

U-1

Event 6

MoEID-1

U-1

Merging Impact on User Attributes

The user attributes of the anonymous user replace the user attributes of the registered user.

info

Note

Push reachability gets calculated based on all the devices, and Email reachability is calculated based on the total email addresses.

Merging Impact on Events

All the events occurring after the user merge are attributed to the identified user. All events performed before are also gets attributed to the identified user.

In the user profile, events performed before merging are handled differently. When a user logs in and is identified as a previously registered user, the last 100 events performed in the last hour before logging in are moved to the identified user's MoEngageID in the User Profile. Events performed before these 100 events or one hour of login remain associated with the anonymous user MoEngageID in the user profile.

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