Segments

Segments are dynamic groups of contacts based on rules you define. Targeting

Why Use Segments?

Targeted Campaigns

Send relevant messages to the right audience.

Personalization

Customize bot behavior based on segment membership.

Analysis

Understand your audience with segment-based metrics.

Automation

Trigger workflows when contacts enter/exit segments.

Creating Segments

1. Click + New Segment

   Open the segment creation form from the Segments page.

2. Name your segment

   Give it a clear, descriptive name (e.g., “VIP Customers”, “Inactive 30 Days”).

3. Add filter rules

   Define conditions that contacts must match to be included.

4. Preview results

   See how many contacts match your rules before saving.

5. Save

   The segment is now active and ready for use.

Filter Types

Contact Properties

Filter	Example
Name contains	”Smith”
Email domain	”@company.com”
Created date	Last 30 days
Has tag	”VIP”
Custom field	Any value match

Behavior

Filter	Example
Had conversation	In last 7 days
Opened email	Any campaign
Booked appointment	Ever / recently
Submitted form	Specific form
Clicked link	In last email

CRM Data

Filter	Example
Lead score	Above 80
Has open ticket	True/False
Purchase value	Over $1,000
Pipeline stage	”Negotiation”
Deal value	Above threshold

Combining Rules

AND Logic

Contact must match all conditions.

Example: Has tag “Customer” AND purchased in last 90 days

OR Logic

Contact matches any condition.

Example: Tag is “VIP” OR purchase value > $5,000

Segment Strategy

• Start broad, then refine - Begin with simple segments and add specificity
• Use behavior-based segments for targeting active users
• Create “at risk” segments to identify customers who need attention
• Test before launch - Preview results to verify rules work as expected

Segment Types

Static Segments

Fixed list of contacts

Manual Control

Add or remove contacts manually.

Fixed Membership

Doesn’t update automatically.

Use Case

One-time campaigns, specific lists.

Dynamic Segments

Updates automatically based on rules Recommended

Real-Time

Membership updates as data changes.

Rule-Based

Define conditions, system handles membership.

Use Case

Ongoing targeting, behavior-based groups.

Using Segments

In Campaigns

Target specific audiences

Select segment as campaign audience. Contacts matching rules receive the campaign.

In Workflows

Trigger automation

“When contact enters VIP segment” or “When contact leaves Active segment”.

In Bot Behavior

Personalize responses

Different greetings, VIP routing, custom offers based on segment.

In Reports

Analyze performance

Compare metrics across segments to understand audience behavior.

Segment Examples

Segment Name	Rules	Use Case
VIP Customers	Lifetime value > $5,000 OR tag = “VIP”	Priority support, exclusive offers
Inactive 30 Days	Last conversation > 30 days ago	Re-engagement campaign
High Intent	Lead score > 80 AND has open deal	Sales follow-up priority
New This Week	Created date = last 7 days	Welcome sequence
At Risk	Support tickets > 3 AND no purchase in 60 days	Retention outreach

Pro Tip

Create a “Master Segment Map” document listing all your segments, their rules, and intended uses. This helps maintain consistency as your team grows.

Related Topics

Contacts Manage individual contact records

Workflows Automate based on segment membership

Reports Analyze segment performance

CRM Overview Full CRM feature overview