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Contact Segments

A segment is a saved group of people, defined by rules such as "has the tag VIP" or "no activity for 90 days". Use segments to choose who receives a WhatsApp broadcast or an email campaign. Segments are dynamic: Whautomate works out who matches each time you preview, open or send to the segment, so new contacts who match are included automatically.

There are two types:

  • Contact segments group people from your contacts list. They include WhatsApp contacts only. Available on every plan.
  • Client segments group clients from your client list (CRM Suite).
Available withCRM SuiteIncluded in the Complete plan.Plans and modules

The badge above applies to Client segments only. Contact segments are included in every plan.

Before you start​

  • Tag your contacts and set their stage, so you have something to filter on. See Contacts.
  • Segments are available to owners, administrators, receptionists, finance managers and team members with access to Engage.

Create a segment​

  1. Go to Engage > Segments and click + Add Segment.
  2. Enter a Segment Name, for example "VIP clients".
  3. Choose the Segment Type: Client or Contact.
  4. Under Workspaces, choose the workspaces to include. Leave it empty to include people from all workspaces.
  5. Set the filters:
    • For a Contact segment: Contact Stage, Contact Tags, Exclude Contact(s) with Tags and Number of Days since last Activity.
    • For a Client segment: Gender, Client Tags, Exclude Client(s) with Tags, Age Range and Number of Days since last Activity.
  6. Check the Preview on the right. It shows the Contact Count or Client Count and a list of who matches right now.
  7. Click Save. You see Segment saved successfully!
The Add Segment form for a Contact segment named VIP clients with the Contact Tags filter set and the live Preview showing the matching contacts and count

How the filters match​

  • Tags: a person must have all of the tags you choose.
  • Exclude tags: a person with any of these tags is left out. Use this with the Unsubscribe tag to respect opt-outs. See Marketing opt-out management.
  • Number of Days since last Activity: for contacts, their last message was at least this many days ago. For clients, they have had no invoice in this many days. Use it to win back inactive customers.
  • Age Range: the starting age must be lower than the ending age.

View and delete segments​

The Segments page has a Contacts tab and, with CRM Suite, a Clients tab. Each row shows the filters used.

  • Click the eye icon (View Segment) to see everyone who matches now. From a contact segment you can click Start Chat to message someone.
  • Click the bin icon (Delete Segment) and confirm to delete it.

You cannot edit a saved segment. To change the rules, create a new segment and delete the old one.

Without CRM Suite​

On a plan without CRM Suite, the Client option is locked with Needs the CRM Suite add-on, the Clients tab is hidden and new segments are contact segments. Client segments you created before are kept and come back when CRM Suite is added.

Tips​

  • A broadcast can use several segments. Someone who is in more than one segment receives the message once.
  • Create one evergreen segment such as "All WhatsApp contacts" that excludes the Unsubscribe tag, and reuse it for every campaign.
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