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What it is for

A segment is a list of contacts built from rules, such as “last interaction more than 90 days ago”. It updates itself: dynamic segments update every 15 minutes. Contacts on the blocklist never get in.

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Who can do it

  • Create, edit and delete segments: Owner and Admin. For everyone else, Read only and the message Only Owner/Admin can create and edit segments. appear.
  • Use the Segment actions (archive, export): Owner, Admin and Supervisor. Everyone else sees Ask a supervisor.
  • Release someone from the Blocklist: Owner and Admin, by default.

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Where to click

In Contacts, use the Segments tab at the top or the Segments section in the sidebar. There you will find View all segments, New segment, Blocklist, Blocked and Archived. Saved segments show up in the sidebar with their count.

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Step by step

1

Start a segment

Click New segment and write the Segment name.
2

Build the rules

Under Include who, click Condition. Choose the field: Last interaction, Pipeline stage, Owner, Tag, Contact field, Origin, Type (individual/company), State, City or Birthday. Then choose the condition (for example more than or has any of) and the value. Conditions in the same group are joined with AND. To add another possibility, use Add OR group.
3

Define who stays out

Under Always exclude, check Already in service and Won deal if you want. Blocklist is always checked and cannot be unchecked.
4

Check the preview

The preview shows “N contacts in this segment” and the ones found minus the excluded ones. The calculation can take up to 1 minute. You can save even with no contacts.
5

Save

Click Save. The message Segment saved tells you the count updates within 15 minutes.
To act on the segment, open the Segment actions menu: View contacts, Archive contacts (they disappear from the list, conversations and history stay) and Export CSV (who exported is recorded in the history). The Rules and History tabs show what changed, who changed it and Where it is used. Blocklist. It shows Contact, Origin · reason and Who · since. The origin can be Person, AI accepted or SAIR or PARAR. Anyone listed here does not receive broadcasts, bulk messages to groups or flow sends. If they write to you, the conversation arrives normally. To remove someone, click Unblock.

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What happens next

  • The count in the sidebar and in the list changes as contacts start (or stop) matching the rules.
  • To remove a segment from the sidebar without deleting it, use Hide from sidebar.
  • Deleting a segment does not affect the contacts.

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Common errors

  • A segment with this name already exists.
  • Invalid rule: complete the field, the condition and the value.
  • This segment is in use: … The segment is used in a flow or broadcast and cannot be deleted this way.
  • The segment has more than 5,000 contacts. Narrow the rules to archive.
  • Could not calculate the preview.
  • Segments are not available in this environment yet. Your contacts and the blocklist keep working.

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Next step