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Alina Shafikova
Written by Alina Shafikova

How to create segments

Automatically divide your users into groups that meet specific criteria

What are segments?

Segments create dynamic collections of users automatically grouped according to set criteria, enabling the real-time reflection of changes in user behaviors and characteristics. This feature allows for the seamless categorization of users across the application, making it easier to manage and interact with specific groups without the need for constant manual filtering. You can find out more about what segments are and how to use them in this article.

Why do I need segments?

Segments save significant time and enhance the understanding of user behavior by automating the process of grouping contacts. They allow for more targeted and efficient marketing, sales, and support efforts by ensuring that specific user groups receive the most relevant communication. They're also useful for analytics purposes.

For example, you may want to create a "High-Value Customer" segment - the segment of people who have either made multiple purchases or have spent a significant amount of money on your products or services.

Also, if you visit your user's profile, you can see what kind of segments the user has been selected to.

How to create a segment

  1. Go to the "People" section in app.

  2. Click on the filter icon on the right side of the screen.

  3. Choose the filters you want to create a new segment for and apply them.

  4. On the bottom of the right-side menu, click the button "Create segment".

  5. Update Segment name and Segment description.

  6. Here you also set for whom this segment won't be visible among your agents.

  7. Click "Confirm"

That's it! Your segment is going to be visible now:

  • in "Segments" dropdown in the "People" section,

  • in "Segment" module in automation,

  • in filters in "Cached results" section.

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