Segments are a mechanism for pulling together all the friends who match conditions you set. Common questions about how many people a Segment targets, how to set up conditions, and how to put Segments to use are answered below.
You can consult the Marketing Agent about designing or revising your Segments. When you share a goal like "I want to create a Segment for repeat customers," the agent proposes conditions and, once you confirm, goes ahead and creates the Segment. If you prefer to define the conditions in detail yourself, you can create and edit Segments manually from Segments in the side menu.
How are Segments different from tags?
A Segment pulls out friends by condition, while a tag is a marker you attach to a friend, so they are separate concepts.
A tag is a label you attach to individual friends. You apply tags like "VIP" or "Campaign applicant" manually or through a Workflow to organize their attributes. A Segment uses conditions such as tags, purchase count, or properties from external services to pull out the friends who match those conditions on the spot. Because tags can be used as Segment conditions, the two work well together.
Note that you can also add and remove tags from the friend info panel in Chat (the inbox), and they are treated as the same tags no matter which screen you use. The audience you target for a broadcast is a Segment.
| Item | Tag (friend) | Segment |
|---|---|---|
| Role | A marker attached to a friend | Pulling out friends that match conditions |
| Unit | Individual friend | A group that matches conditions |
| Main uses | Organizing attributes, Segment conditions | Targeting Message Broadcasts and more |
Why does the number of people targeted by a Segment change?
A Segment re-evaluates its conditions every time it is saved, so the number of people it targets fluctuates.
A Segment is a mechanism that pulls out the friends who match the conditions you set. When a friend's properties are updated or new friends are added, the number of people who match the conditions goes up or down. Each time you save the Segment, the target audience is recalculated, and the latest result is reflected in the preview.
Can I combine multiple Segment conditions?
Yes, you can combine AND and OR to narrow things down with multiple conditions.
Conditions within the same filter group are joined with AND (all must match). To add another condition, click Add Property (AND).
When you create a new group with Add Another Condition (OR), the groups are joined with OR (any one matches). For example, you can set up a combination like "Shopify ID is linked AND purchase count is 5 or more" OR "HubSpot lifecycle stage is Customer."
| Type of join | Action | Meaning |
|---|---|---|
| AND | Add Property (AND) | Friends who match all conditions in the group |
| OR | Add Another Condition (OR) | Friends who match any one of the groups |
What conditions can I use to narrow down?
In addition to tags and attributes, you can also narrow down using data from integrated external services.
In a Segment, alongside a friend's tags and attributes, you can also use data from each service as a condition when you have an integration with Shopify, HubSpot, or Klaviyo. The most common conditions are as follows.
| Example condition | Description |
|---|---|
| Tag | Narrow down by the tags attached to friends |
| Purchase count | Narrow down by purchase count in Shopify |
| Abandoned cart | Pull out customers who have an incomplete checkout |
| HubSpot property | Narrow down by HubSpot properties such as lifecycle stage |
| ID linkage status | Narrow down by whether an external service ID is linked or not |
The conditions available to you vary depending on your integration status. If you are unsure which conditions to use, share your goal with the Marketing Agent and it will propose conditions that fit.
Is there a limit on how many Segments I can create?
The number of Segments you can create and the conditions you can use may differ depending on your plan.
To check what is available on your current plan, go to Settings > Plans & Billing. If you reach the limit, delete any Segments you no longer need or consider changing your plan.
Can I use Segments for things other than broadcasts?
Yes, in addition to targeting Message Broadcasts, you can also use them to switch which Rich Menu is shown.
A Segment is a grouping of friends who match conditions, so you can reuse it in a variety of situations.
| Use case | Description |
|---|---|
| Targeting a Message Broadcast | Broadcast a message only to a specific Segment |
| Switching the Rich Menu | Switch which Rich Menu is displayed depending on the Segment |
In a Message Broadcast, if you specify the same Segment for both the target and the exclusion, the exclusion takes priority.
Why doesn't the preview appear until I save the Segment?
The target audience calculation only starts when you save, so the preview does not appear until you do.
When you create a new Segment, saving it starts the calculation of the target friends. Once the calculation finishes, the preview shows the number of people targeted and up to 10 friends. If you change the conditions and save again, the target audience is recalculated. While the calculation is running, the preview shows "Calculating," and once it completes, it switches to the latest count.