Segments
Build dynamic customer segments using attributes, behavior, activity and date filters to personalize campaigns, automate journeys and target high-intent users.
Segments in Chat360 allow you to group users based on shared attributes, behaviors, or activity patterns. By organizing contacts into segments, businesses can deliver more targeted communications, automate workflows, and gain deeper insights into user engagement. Segments help teams personalize marketing campaigns, prioritize customer support interactions, and analyze user behavior more effectively.
Types of Segments
Uploaded Segments:
Create segments in bulk by uploading a CSV file containing user data. This is useful for importing existing contact lists or external datasets.
Custom Segments:
Build segments from scratch using user attributes, behavioral data, and date-based filters.
Derived Segments:
Create refined audiences by combining or modifying existing segments to form more targeted user groups.
Key Features of Segment Creation
Attribute-Based Filtering:
Define segments using user properties such as city, phone number, subscription plan, or product category.
Logical Operators:
Apply operators like IS, IS NOT, CONTAINS, and DOES NOT CONTAIN to accurately include or exclude users.
Custom Date Ranges:
Filter users based on activity timelines, such as last login date, recent purchases, or interaction history.
Preview Contacts:
View matching users instantly before saving a segment to verify your targeting criteria.
Multi-Condition Logic:
Combine multiple rules using AND/OR conditions to create advanced targeting criteria for highly specific segments.
Creating Segments by Uploading CSV
1. Open the Segments Section
From the side navigation panel, click Segments.
2. Create a New Segment via CSV Upload
Click Create New Segment.
Select Upload CSV.
Choose the CSV file containing your user data.
Chat360 will automatically create a segment and name it based on the uploaded file.
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3. Review and Enrich the Segment
Open the newly created segment to review the imported contacts. You can further update the segment by:
Uploading Additional Files using Upload File
Manually Adding Contacts using Add Contact
4. Assign an Agent
Within the segment settings, you can assign an agent owner to manage customer communication, outreach, or support. You can assign a particular agent to the selected contacts in the live chat.
Creating a Segment from an Existing Segment
1. Define Segment Details
Provide the following information:
Segment Name
Description
2. Reference an Existing Segment
Under Custom, select Existing Segment.
Choose the segment you want to reference (e.g., Product File).
Define filtering rules:
Attribute (e.g., Product)
Operator (IS, IS NOT, CONTAINS, etc.)
Value (e.g., EQ)
Creating a Custom Segment
1. Start from Scratch
Select Use Custom Attribute.
Click Start to begin building the segment.
2. Define Segment Details
Enter the Segment Name and Description.
3. Choose a Filter Type
Select the type of data you want to use for segmentation:
User Property – Static attributes such as city, email, or subscription type.
User Activity – Events performed by the user (e.g., purchase, login).
User Behaviour – Interaction patterns such as message responses.
Custom – Combine multiple data sources for advanced segmentation.
4. Add Conditions
Define the rules for the segment:
Select an Operator (IS, CONTAINS, etc.)
Enter the Value (example: City IS Pune)
Optionally apply a Date Range when filtering time-based activities.
5. Enhance and Preview
Click Add More to include additional rules.
Use Preview Contacts to verify the users matching your criteria before saving.
6. Save the Segment
Once satisfied with the configuration, click Save.
The segment will then be available for use in campaigns, automations, and analytics.
Creating Custom Attributes
1. Access Attributes
Navigate to: Settings → Tags & Attributes
2. Add a New Attribute
Click Attributes → Add New.
Enter the following details:
Name – Example: Product.
Type – Select User Property or another appropriate type.
Variable (Optional) – Store the attribute value in a variable for use in templates or workflows
3. Save the Attribute
Click Save to register the new attribute.
The attribute will now be available when creating segmentation rules.
Segment Feature – Use Case Examples
1. Welcome Journey for New Sign-Ups
Objective: Trigger onboarding messages for users who recently signed up in the past 7 days. Segment Type: Custom Segment
Configuration:
User Property: Signup Date
Operator: IS AFTER
Value: NOW − 7 days
Action: Add users to a WhatsApp Welcome Campaign that introduces the platform and provides helpful onboarding steps.
Key Benefit: Improves early engagement, accelerates onboarding, and increases the likelihood of first-time conversions.
2. Abandoned Cart Reminder
Objective: Identify users who added items to their cart but did not complete the purchase within 48 hours.
Segment Type: Custom Segment
Configuration:
User Activity: Cart Abandoned
Operator: IS TRUE
Date Range: Last 48 hours
Action: Trigger a WhatsApp template reminding users about their pending cart along with a checkout link.
Key Benefit: Recovers potential lost revenue by targeting high-intent customers with timely reminders.
3. Regional Festival Offers
Objective: Promote location-specific campaigns such as festival offers only to users in Maharashtra.
Segment Type: Attribute-Based Segment
Configuration:
User Property: City
Operator: IS
Value: Mumbai, Pune, Nagpur
Action: Send a promotional WhatsApp template with Diwali offers tailored for users in Maharashtra.
Benefit: Improves campaign relevance and conversion rates through localized targeting.
4. High-Intent Leads for Sales Outreach
Objective: Identify users who’ve interacted with the pricing page and requested a demo.
Segment Type: Custom Segment
Configuration:
User Activity: Visited Pricing Page
Condition: AND
Value: Demo Request Form Submitted
Action: Automatically assign these contacts to a sales agent for immediate follow-up.
Benefit: Prioritizes high-quality leads and increases conversion opportunities for the sales team.
5. Non-Responsive User Re-Engagement
Objective: Reconnect with users who have not responded to messages for over 15 days.
Segment Type: Custom Segment
Configuration:
User Behavior: Last WhatsApp Response
Operator: IS BEFORE
Value: NOW − 15 days
Action: Send a “We Miss You” message template offering options to continue engagement or unsubscribe.
Benefit: Improves user retention and helps maintain a clean, responsive contact database for better campaign performance.