Customer Segments
Segments are saved filter sets that dynamically match customers. Unlike static lists, a segment's customer count updates automatically — when a customer matches the segment's criteria, they're included; when they no longer match, they're excluded.
Creating a Segment
- Go to the Customers page
- Open the Advanced Filter panel
- Set your filter conditions (tags, language, platform, custom attributes, etc.)
- Click Save as Segment
- Give your segment a descriptive name
- Click Save
Your segment is now available for quick filtering and campaign targeting.
Available Filter Types
Segments support all the same filter criteria as the Advanced Filter panel:
| Filter | Description |
|---|---|
| Tags | Match customers with specific tags |
| Language | Filter by preferred language |
| Platform | WhatsApp, Instagram, Webchat |
| Country | Country code |
| Custom Attributes | Enum, number, date, text, boolean, array attributes |
| Date Created | When the customer was added |
| Last Interaction | When the customer last had a conversation |
| Marketing Opt-Out | Whether the customer has opted out of marketing |
AND/OR Logic
- AND within a filter group — all conditions in the group must be true
- OR between filter groups — a customer matching any group is included
This follows the same logic as the customer filtering on the Customers page.
How Segments Are Used
Campaign Audience Targeting
Segments are the primary way to define a campaign audience. In Step 2 of the campaign wizard, select one or more segments to target. The campaign will be sent to all customers matching those segments at send time.
Quick Filtering
On the Customers page, click any segment name to instantly apply its filters and view matching customers.
Dynamic Membership
Segments are dynamic, not static snapshots. If a customer's data changes and they now match (or no longer match) a segment's criteria, the segment count updates automatically. You never need to manually add or remove customers from a segment.
Managing Segments
| Action | How |
|---|---|
| View customer count | The segment card shows the current count of matching customers |
| Edit filters | Open the segment and modify its filter conditions |
| Delete | Remove a segment (does not affect the customers themselves) |
Practical Examples
| Segment Name | Filters |
|---|---|
| VIP Arabic Speakers | Tags contains "VIP" AND Language = Arabic |
| Inactive 30+ Days | Last Interaction older than 30 days |
| Gold Tier in Oman | Custom attribute tier = gold AND Country = OM |
| WhatsApp Opted-In | Platform = WhatsApp AND Opt-out = false |
| New This Week | Date Created within last 7 days |
| Enterprise Leads | Custom attribute interest = Enterprise AND Tags contains "lead" |
Tips
Create your segments before building campaigns. When you reach the audience step in the campaign wizard, your segments will be ready to select — no need to define filters on the spot.
Segment counts are dynamic. A segment showing 500 customers today may show 520 tomorrow if new customers match the criteria. Campaign sends use the count at the time of sending.
Next Steps
- Learn how to use segments in campaign targeting
- See Custom Attributes for creating attribute-based filters