Segments

A segment is a saved filter: a set of conditions like “has the tag webinar AND hasn’t replied since June”. Segments are dynamic — you don’t add contacts to them by hand. Any contact who matches the conditions is in the segment, and the moment they stop matching (or a new contact starts matching), the segment reflects that automatically.

Use segments to target campaigns at exactly the right people instead of blasting your whole list.

Creating a segment

1. Go to Segments in the sidebar and click + New segment (or use Advanced search on the Contacts page — it opens the same builder).
2. Give it a Segment name (e.g. “Opted-in VIPs”) and optionally a Description so your team knows what it’s for.
3. Choose how conditions combine: Match ALL of the following conditions (every condition must be true) or Match ANY of the following conditions (one match is enough).
4. Click + Add condition and pick a field, an operator and a value (see the full list below).
5. Watch the live count next to Save — it updates as you type and shows how many contacts currently match.
6. Click Save.

For more complex logic, click + Add condition group: a group has its own ALL/ANY setting, so you can express things like “(tag A or tag B) and opted in”. Groups can be nested one level deep inside another group.

Available conditions

The field picker is grouped into Contact, Tags and Custom fields:

Contact fields

Field	Type	Operators
Name	text	is, is not, contains, doesn’t contain, is set, is not set
Phone number	text	same as Name
Opt-in status	choice	is / is not one of Confirmed, Pending, None, Opted out (plus is set / is not set)
Inbox status	choice	is / is not one of Open, Later, Done
Source	text	is, is not, contains, doesn’t contain, is set, is not set
Language	text	same as Source
WhatsApp valid	yes/no	is Yes / No (No also matches contacts not yet checked)
Created date	date	is after, is before, is set, is not set
Last reply date	date	is after, is before, is set, is not set
Next appointment	date	is after, is before, is set, is not set

Tags

Field	Operators
Tag	has tag, doesn’t have tag — pick any of your native tags

Add several tag conditions to combine them (“has tag VIP and doesn’t have tag unsubscribed-promo”).

Custom fields

Every custom field you’ve created on contact profiles (see Contacts) appears here automatically — including the auto-detected ones like email. Operators depend on the field type:

• Text fields: is, is not, contains, doesn’t contain, is set, is not set
• Number fields: is, is not, is greater than, is less than, is at least, is at most, is set, is not set
• Date fields: is after, is before, is set, is not set

Tip

“is set” / “is not set” are very useful for lifecycle segments: “Email is set” finds everyone whose email you’ve captured; “purchase_date is not set” finds everyone who hasn’t bought yet.

How segments stay up to date

A segment stores only its conditions, never a fixed member list. It is evaluated fresh every time it’s used:

• The Segments page shows two live numbers per segment: Total (all matching contacts) and Active (matching contacts who are Opted in — the ones a campaign would actually reach).
• When you send a campaign to a segment, the audience is resolved at send time. Someone who opted in five minutes before the send is included; someone who opted out yesterday is not.

There is nothing to refresh or sync manually.

Using segments

• Campaigns — in the campaign composer, pick your segment in the Audience (segment) dropdown (default is All contacts). The audience number shown is the segment’s active count: only opted-in contacts are messaged, and opt-outs are skipped automatically. See Campaigns.
• Automations — automations enroll contacts through triggers (keyword, tag added, new contact, …) rather than via segments, but the Condition step filters and branches on the very same data — tags, custom fields, opt-in status — so any segment logic can be reproduced inside a flow. A common pattern: use the Tag added trigger plus condition branches, or send a campaign to a segment and let reply-based automations take over.
• Contacts page — Advanced search opens the segment builder, so you can use it as a powerful one-off search even without saving.

Managing segments

On the Segments page each row shows the name, Active and Total counts and Last edited. Use Edit to change conditions (the live count helps you verify the change) and Delete to remove a segment. Deleting a segment never touches the contacts in it — it only removes the saved filter.

Worked example: webinar signups who haven’t purchased

Tom sells an online course and ran a webinar. Everyone who registered got the tag webinar-june (via his registration automation), and buyers get the tag customer when they purchase. He wants to send a follow-up offer only to registrants who haven’t bought.

1. Segments → + New segment, name: Webinar June – not purchased.
2. Match: ALL of the following conditions.
3. + Add condition → field Tag → has tag → webinar-june.
4. + Add condition → field Tag → doesn’t have tag → customer.
5. + Add condition → field Opt-in status → is → Confirmed (so the count reflects who is actually reachable).
6. The preview shows 87 contacts. He clicks Save.

In Campaigns he picks Webinar June – not purchased as the Audience (segment) and sends his offer template. Next week, everyone who bought in the meantime carries the customer tag and has silently dropped out of the segment — his second reminder automatically goes only to the remaining non-buyers.