Terminology update: Smartlists are now called Segments in the new Back Office. This article uses the term Segments throughout. Customers searching for "smartlist" will still find this article via Intercom search.
Segments let you filter your clients by different criteria (subscriptions, bookings, tags, purchase history, and more) and save the result as a reusable list for your marketing tools. This article explains how to create, check, and manage Segments. For the full list of filters and how they work, see Segment filters.
The basics
What's the difference between a custom segment and a prebuilt segment?
A custom segment is one you build yourself using filters. A prebuilt segment is defined by the system: it's read-only and updates automatically. You'll find both as tabs within Segments. To see what the prebuilt options cover and how to use them, see Use prebuilt segments to target the right clients.
Where can I find Segments?
Go to Segments in the main navigation. This section opens on the Custom segments tab, with the Prebuilt segments tab right next to it.
What's changed compared to the old Back Office?
The filter builder has been redesigned: filters are now grouped into four plain-language categories, with a searchable catalogue. Applied filters stay where you place them, and you can add extra criteria to a filter to refine it. The filtering possibilities haven't changed — only how the builder works and looks has evolved.
Will my existing Smartlists still work?
Yes. Your existing Smartlists are carried over as Segments: the lists you've already created remain intact and continue to work.
Creating a segment
You create a custom segment in the segment builder by stacking one or more filters. Here's the full process:
Name your segment. Go to Segments and select Create a segment, then give it a name and confirm. The builder opens, ready for your filters.
Choose a filter from the catalogue. The catalogue lists every filter, grouped into four categories: Member information, Subscriptions, Bookings, and Purchase history. Browse a category or type a word into the search bar to jump straight to a filter by name, then select it to add it to the workspace.
Configure the filter. Each filter is a block in the workspace, with its own settings. Set the values you want: choose from a list, enter a number, pick a date, or toggle an option. To refine further, add extra criteria to the filter — these appear as soon as the filter has a value, letting you narrow it down (for example, limiting Total class bookings to a specific activity or time period).
Apply the filter. Select Apply to add it to your segment. The button stays inactive until the filter has everything it needs; if something's missing, a message will let you know, for example "Add a subscription to apply this filter." Once applied, the Apply button disappears for that filter.
Stack more filters if needed. Repeat steps 2 to 4 to add further filters. They combine with a logical AND, meaning a client must match every applied filter to appear in the results. Applied filters stay where you place them, grouped as cards.
View the results. Select View results to run the segment and see the clients who match the applied filters. Any change you make afterwards (adding a filter, changing the selected values, editing a date) prompts you to select View results again to refresh.
What's the difference between "Apply" and "View results"?
Apply adds a single filter to your segment once it's configured — this is the action that keeps each filter. View results runs the whole segment and shows the clients matching the applied filters. Any later change to a filter prompts you to select View results again to update.
Checking and saving your segment
How do I check my segment is correct?
Spot-check a few clients in the results to confirm they match what you expected. A customisable results view is planned for an upcoming release, so there's no dedicated verification view yet.
Does editing a segment change it immediately?
No. When you edit a segment, the builder reopens with your existing filters already in place. Changes only take effect once you select View results again.
How do I duplicate a segment?
Use the three-dot menu on the segment's row and choose Duplicate. This creates a copy with a new name, which you can then edit independently.
What happens if I leave the builder before saving?
Applying a filter is what keeps it — select Apply to add each filter to your segment. If you leave with a filter not applied, that change isn't kept.
Limits and performance
My segment is slow or times out.
Performance can degrade with stacks of four filters or more, particularly combinations of subscription expiry dates and tags. Keep your segments to two or three filters where possible.
⚠️ Known issue: complex filter stacks (4 or more) can be slow or fail. Two to three filters is the reliable range while performance work is ongoing.
Can I organise my segments into folders or categories?
Not yet. Grouping segments is still under consideration and is on the roadmap for a future release.
What can I do with my segments?
Once your segment is saved, you can reuse it as a client journey for your marketing tools:
Send it a campaign
Set up an automation that targets it
Build a client journey around it
Select it to receive automatic messages
To learn how to create and send a campaign to a segment, see Create a campaign.
Related articles
Segment filters — the full list of filters and how they work