How to Create and Manage Segments

Segments help you group contacts for targeted campaigns. Instead of sending emails to everyone, you can send them only to specific groups based on behavior, status, or custom data.

For example, you might want to email:

• Only subscribed users

• Only trial users

• Only customers on a Pro plan

• Only inactive contacts

Segments make this possible.

Static Segment (Manual List)

A static segment is a manually selected list of contacts. You choose exactly which contacts to include, giving you full control over the group. This type of segment does not update automatically. If new contacts need to be added, you must include them manually. Static segments are ideal for one-time campaigns, manually curated VIP lists, or event-based email communications where the audience does not need to change.

Dynamic Segment (Rule-Based, Auto-Updates)

A dynamic segment automatically updates based on rules you define. Contacts are added as soon as they meet the specified conditions and are removed if they no longer match those rules. Because everything updates automatically, no manual maintenance is required. Dynamic segments are best suited for ongoing campaigns, behavioral targeting, and subscription-based groups where the audience changes over time.

What Is a Segment?

A segment is a saved group of contacts inside your CRM.

There are two types of segments:

Example:
If your rule is:

Status is equal to Subscribed

Anyone who becomes subscribed will automatically enter the segment.

How to Create a Segment

Follow these steps to create a new segment.

Step 1: Navigate to Segments

Go to: 'CRM' → 'Segments'. Click the '+ Create Segment' button.

Step 2: Enter Basic Information

You will see the Create Segment form. Enter a clear 'Name' and 'Description'.

Step 3: Choose Segment Type

If you enable:

'Dynamic Segment' (Filter-Based, Auto-Updates): Your segment will update automatically based on rules.

If you leave it disabled, your segment will be 'Static' (manual).

Understanding Filter Rules (For Dynamic Segments)

Filter rules define who enters the segment.

Each rule has:

• Field (what you are checking)

• Operator (how you compare it)

• Value (what it must match)

Example:

Field: Status
Operator: Is Equal To
Value: Subscribed

This means:
Only contacts whose status is Subscribed will be included.

Understanding AND vs OR

This is very important for beginners.

AND

All conditions must be true.

Example:
Status is Subscribed
AND
Plan_Type is Pro

Only contacts who are both Subscribed AND Pro will enter.

OR

At least one condition must be true.

Example:
Plan_Type is Pro
OR
Lifetime_Value is greater than 1000

Contacts matching either condition will enter.

Understanding Groups

When you click 'Add Group', you create a new rule group.

Rules inside a group use AND/OR logic.
Groups themselves are combined using OR.

Structure looks like this:

(rule AND rule) OR (rule)

Example:

Group 1:
Status is Subscribed
AND
Plan_Type is Pro

Group 2:
Lifetime_Value is greater than 1000

This means:
(Subscribed AND Pro) OR (High Lifetime Value)

Step 4: Add Filter Rules

Choose:

• Field

• Operator

• Value

Select 'AND' or 'OR' between rules as needed.

Step 5: Create the Segment

Click 'Preview Matching Contacts'. This shows how many contacts currently match your rules.

Click 'Create Segment'. Your segment will now appear in the Segments table.

Understanding the Segments Table

After creating a segment, it will appear in the Segments table with key details for quick reference.

You can 'Edit', 'Duplicate', or 'Delete Segments' using the options under 'Actions'. 

When Should You Use Each Type?

Use Static Segments when:

• You want full manual control

• You are running a one-time campaign

• You are selecting specific contacts

Use Dynamic Segments when:

• You want automatic updates

• You are running recurring campaigns

• You want behavior-based targeting

• You want less manual work

Segments allow you to send the right message to the right audience. Whether you choose a static list for manual control or a dynamic segment for automatic updates, segmentation helps improve engagement, personalization, and campaign performance.

By understanding how rules, groups, AND/OR logic, and filters work, you can confidently build targeted audiences that grow and update with your business.

If you need further assistance, our support team is happy to help.