Zenovay
Scale Plan10 minutesintermediate

Identified Users & CRM Integration

Connect known users to their analytics data - identify visitors, link to CRM records, and track individual journeys.

usersidentificationcrmb2btracking
Last updated: January 15, 2025
Scale Plan

Link anonymous visitor data to known users. When visitors log in or submit forms, Zenovay connects their full history to their identity.

How User Identification Works

Anonymous to Known

Visitor journey:

Visit 1 (Anonymous):
Anonymous visitor browses site
→ Assigned visitor ID: viz_abc123

Visit 2 (Anonymous):
Same visitor returns
→ Same visitor ID: viz_abc123

Visit 3 (Identified):
Visitor logs in as john@acme.com
→ zenovay('identify', 'john@acme.com')
→ All history linked to john@acme.com

Future Visits:
Automatically recognized
→ Full journey preserved

Data Merged

When identified:

  • Past anonymous visits linked
  • Future visits tracked
  • Full journey visible
  • Cross-device possible

Implementing Identification

Basic Identification

Call identify when user is known:

// When user logs in
zenovay('identify', userId);

// Example
zenovay('identify', 'user_12345');
// or
zenovay('identify', 'john@acme.com');

With User Properties

Add user details:

zenovay('identify', 'user_12345', {
  email: 'john@acme.com',
  name: 'John Smith',
  company: 'Acme Corporation',
  plan: 'enterprise',
  role: 'admin'
});

Supported Properties

PropertyTypeDescription
emailstringEmail address
namestringFull name
companystringCompany name
planstringSubscription tier
rolestringUser role
created_atdateAccount creation
custom_*anyCustom properties

Implementation Examples

On Login

// After successful login
async function handleLogin(credentials) {
  const user = await loginUser(credentials);

  // Identify in Zenovay
  zenovay('identify', user.id, {
    email: user.email,
    name: user.name,
    company: user.company_name
  });

  // Continue with app
  redirectToDashboard();
}

React Hook

import { useEffect } from 'react';
import { useAuth } from './auth';

function useZenovayIdentify() {
  const { user, isAuthenticated } = useAuth();

  useEffect(() => {
    if (isAuthenticated && user) {
      if (window.zenovay) {
        window.zenovay('identify', user.id, {
          email: user.email,
          name: user.name,
          company: user.company
        });
      }
    }
  }, [user, isAuthenticated]);
}

Form Submission

// On form submit (before login)
async function handleFormSubmit(formData) {
  // Identify with email from form
  zenovay('identify', formData.email, {
    email: formData.email,
    name: formData.name,
    company: formData.company
  });

  // Track the form submission
  zenovay('goal', 'form_submission');

  // Submit to backend
  await submitForm(formData);
}

Viewing Identified Users

Users Dashboard

  1. Go to Analytics → Users
  2. View identified users list
  3. Click user for details

User List

UserCompanyVisitsLast SeenScore
john@acme.comAcme Corp24Today85
sarah@bigco.comBig Co18Yesterday72
mike@tech.ioTech Inc123 days ago65

User Profile

┌─────────────────────────────────────────────────────┐
│ John Smith                                          │
│ john@acme.com                                       │
│ ─────────────────────────────────────────────────── │
│                                                     │
│ Company: Acme Corporation                           │
│ Plan: Enterprise                                    │
│ Role: Admin                                         │
│ Created: November 15, 2024                          │
│                                                     │
│ ─────────────────────────────────────────────────── │
│                                                     │
│ Analytics Summary:                                  │
│ • Total Sessions: 24                                │
│ • Total Time: 3h 45m                                │
│ • Pages Viewed: 89                                  │
│ • Goals Completed: 5                                │
│ • Revenue: $4,999                                   │
│                                                     │
│ First Visit: Oct 20, 2024 (anonymous)               │
│ Identified: Nov 15, 2024                            │
│ Last Visit: Today at 2:30 PM                        │
│                                                     │
└─────────────────────────────────────────────────────┘

User Journey

Full Timeline

See complete user history:

John Smith - Journey Timeline

January 15, 2025
├── 2:30 PM - Settings page (5 min)
├── 2:00 PM - Dashboard (10 min)
└── Logged in

January 10, 2025
├── 3:45 PM - Billing page (3 min)
├── 3:40 PM - Upgrade modal → Upgraded ✓
└── Logged in

December 15, 2024
├── 10:00 AM - Onboarding flow
└── Account created, identified

November 28, 2024 (anonymous)
├── Demo request submitted → Identified
├── /pricing (8 min)
└── /features (5 min)

October 20, 2024 (anonymous)
├── /blog/guide (4 min)
└── First visit via Google search

Cross-Device Tracking

When user logs in on multiple devices:

Devices Used:

Desktop (Chrome/Windows)
├── 18 sessions
└── Last: Today

Mobile (Safari/iOS)
├── 4 sessions
└── Last: Jan 10

Tablet (Chrome/iPad)
├── 2 sessions
└── Last: Dec 20

All sessions linked to john@acme.com

CRM Integration

Supported CRMs

Enterprise Plan
CRMSync Type
SalesforceBi-directional
HubSpotBi-directional
PipedriveOne-way
ZohoOne-way

Setup CRM Sync

  1. Go to your domain settings → Integrations tab
  2. Click on your CRM
  3. Authorize connection
  4. Configure field mapping
  5. Enable sync

Field Mapping

Map Zenovay fields to CRM:

Zenovay FieldCRM Field
emailEmail
nameName
companyAccount
visitsCustom: Total Visits
last_seenCustom: Last Website Visit
scoreCustom: Engagement Score

Data Flow

From Zenovay to CRM:

  • User properties
  • Visit activity
  • Page views
  • Goals completed
  • Engagement score

From CRM to Zenovay:

  • Contact owner
  • Deal stage
  • Account info
  • Custom fields

Sync Triggers

Choose when to sync:

TriggerDescription
Real-timeSync immediately
HourlyBatch every hour
DailyBatch daily
On eventSpecific actions

User Segments

Create Segments

Group users by behavior:

Segment: Power Users
Conditions:
• Sessions > 10
• Goals completed > 3
• Last seen within 7 days

Results: 156 users

Segment Examples

SegmentCriteriaCount
Trial Usersplan = "trial"245
Active Enterpriseplan = "enterprise" AND last_seen < 7 days89
At Risksessions > 5 AND last_seen > 30 days34
High Valuerevenue > $1000156

Use Segments For

  • Targeted analysis
  • Export lists
  • CRM sync rules
  • Alert triggers

User Alerts

Set Up Alerts

Get notified for user activity:

Alert: Key User Active
Trigger: User in segment "Enterprise" visits
Delivery: Slack #customer-success

Alert Types

AlertTrigger
User identifiedNew identification
Segment entryUser matches segment
Goal completedSpecific goal
InactivityNo visit in X days

Privacy Considerations

Before identifying:

  • Ensure proper consent
  • Follow privacy policy
  • Respect opt-outs

Data Handling

User data is:

  • Encrypted at rest
  • Encrypted in transit
  • Access controlled
  • Retained per plan

User Deletion

To delete user data:

  1. Go to your domain settings → Security tab
  2. Enter user ID/email
  3. Confirm deletion
  4. Data removed within 30 days

Opt-Out Respect

// Check for opt-out before identifying
if (!userHasOptedOut()) {
  zenovay('identify', userId, userData);
}

API Access

Get User Data

GET /api/v1/users/{user_id}

Response:
{
  "id": "user_12345",
  "email": "john@acme.com",
  "name": "John Smith",
  "company": "Acme Corporation",
  "properties": {
    "plan": "enterprise",
    "role": "admin"
  },
  "stats": {
    "sessions": 24,
    "pages_viewed": 89,
    "goals_completed": 5,
    "revenue": 4999
  },
  "first_seen": "2024-10-20T15:30:00Z",
  "identified_at": "2024-11-15T10:00:00Z",
  "last_seen": "2025-01-15T14:30:00Z"
}

List Users

GET /api/v1/users?limit=50&segment=enterprise

Response:
{
  "users": [...],
  "total": 89,
  "page": 1
}

Best Practices

Identify Early

Identify as soon as possible:

  • On signup/login
  • On form submission
  • When email known

Use Consistent IDs

Pick one ID strategy:

  • Email (if unique)
  • User ID from database
  • UUID

Update Properties

Keep properties current:

// When user upgrades plan
zenovay('identify', userId, {
  plan: 'enterprise',
  upgraded_at: new Date()
});

Don't Over-Identify

Avoid calling identify:

  • On every page load
  • For anonymous visitors
  • Without user consent

Troubleshooting

User Not Identified

If identification fails:

  • Check console for errors
  • Verify tracking script loaded
  • Confirm identify called after script

History Not Linked

If past visits don't appear:

  • Cookies may have been cleared
  • Different browser/device
  • Incognito mode used

CRM Not Syncing

If data doesn't sync:

  • Check CRM connection
  • Verify field mapping
  • Review sync logs

Next Steps

Related articles

Account-Based Marketing (ABM)

Use Zenovay for ABM - track target accounts, measure engagement, and coordinate sales and marketing efforts.

B2B Company Identification

Identify which companies visit your website - see company names, industries, and contact information from anonymous visitors.

Company Visit History

View detailed visit history for identified companies - see every page, session, and interaction over time.

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