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A customer segment is a named group defined by filters, such as customers in onboarding or accounts in a particular tier. Save the criteria once, then select the segment wherever you need that audience. Manage segments under Configuration → Customer Segments. Segments are shared within your workspace.

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Segments, views, and customer fields

Creating a customer segment does not change the Segment field on its members. You can use that field as one of the conditions that defines an audience.

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Create a segment

1

Name the audience

Open Configuration → Customer Segments and select + Segment, or Create Segment if the library is empty.Enter a name that describes the audience. Add a description and choose an icon if helpful. Active segment names must be unique in your workspace.
2

Add conditions

Choose a field, an operator, and a value. Add at least one condition, using the customer fields or custom fields available in your workspace.Customers must satisfy all conditions you add in this editor. For example, an onboarding audience could use a Lifecycle Stage condition set to your team’s onboarding value. Add a tier condition to narrow it further.
3

Check the matching customers

The preview updates as you edit. Review the qualifying account count and sample customer names to check that the conditions select the intended audience.The sample shows up to 50 accounts. When more qualify, the preview shows how many of the matching accounts are displayed.
4

Save the segment

Select Create segment. Once saved, the segment is available for you and your teammates to select in supported features.Previewing the audience does not save the segment or run a Play, health-score calculation, or AI field.

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Use a segment

Membership follows the saved conditions when each feature evaluates its audience. As customer data changes, different customers can qualify. A customer can match more than one segment; health-score configurations use their priority rules to choose which configuration applies. Saving a segment does not start these features automatically. Their publication, schedules, and run controls are managed separately.

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Edit or duplicate

Click a segment’s row or choose Edit from its menu. Change the name, description, icon, or conditions, review the preview, then select Save changes. Segment edits save directly; there is no separate Publish step.
A segment can be used in several places. Review the Plays, health-score configurations, and AI fields that use it before changing its conditions. The new criteria can change their audiences when they next evaluate them.
Choose Duplicate when you need a separate audience. Give the copy its own name, adjust the conditions, and select Create segment. Select the new segment in the feature that should use it; duplicating does not switch existing configurations to the copy. If you try to leave with unsaved edits, choose Continue editing to keep working or Discard changes to leave without saving.

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Delete a segment

Before deleting, update or stop the features that use the segment. In particular, change the audience or refresh settings of any AI fields that still use it. Deleting a segment is not a reliable way to stop their runs. Choose Delete from the segment menu, or Delete segment in its editor, and confirm. The segment moves to Archived; its customers are not deleted. Deletion is blocked while an active health-score configuration uses the segment. Resolve that configuration’s dependency before trying again.

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FAQ

Check each field, operator, and value against the customer data. All conditions must match, so one restrictive condition can exclude the accounts you expected. Try removing or adjusting conditions to identify the mismatch.
The preview could not evaluate the conditions. It does not mean the segment has no customers. Wait for the fields to load, review the conditions, and retry before relying on the result.
Use a non-empty name that is distinct from other active segments, add at least one condition, and complete its value where required. If saving fails, the editor keeps your changes so you can correct the issue and retry.
Create a segment with the audience conditions you need, then select it in the relevant feature. A saved view also contains table presentation settings and remains a separate item.