Segments are a powerful feature in WABB that let you save combinations of filters to quickly access specific groups of contacts. Think of segments as "saved filters" – instead of manually selecting the same criteria every time, you can reate a segment once and reuse it for personalized messaging or broadcasts.
In short, Segments are like saved shortcuts for filtering your contacts. Instead of selecting the same filters repeatedly, you can create a segment once and reuse it for broadcasts, campaigns, or live chat management. Let’s break down how segments work and how to use them effectively.
How to Create a Segment
Step 1: Go to the Contacts Section
Open your WABB platform and navigate to Contacts section.
Step 2: Apply Filters
Understanding the Different Types of Filters:
1. General Filters
These filters help you categorize contacts based on engagement, workflow, and assigned roles. The available options include:
Tag – Filter contacts based on assigned tags (e.g., “Interested,” “VIP Customer”).
Sequence – Identify contacts based on the sequences they are in.
Campaign – Filter contacts based on the campaign they entered through.
User ID – A unique ID assigned to every contact by WABB.
Assigned Manager – Segment contacts based on the manager handling their conversation.
Case – Determine whether a contact’s chat is open or closed.
2. System Filters
These filters use automatically collected data to segment contacts based on personal details and subscription status. The available options include:
Full Name – Filter by the full name of the contact.
First Name – Target contacts based on their first name.
Last Name – Filter by last name.
Phone Number – Identify contacts using their phone numbers.
Email – Segment contacts based on their email addresses.
Subscribed – The date the contact entered WhatsApp.
Phone Code – Filter by country code to target contacts from a specific region.
3. Custom Filters
These are user-defined fields where responses from contacts are stored. You can create and filter based on custom fields that suit your business needs. Examples include:
City, DOB, Company name, order id, Date, Check-in Date, etc. – Any additional custom fields created to store user responses.
By combining these filters, you can create highly specific audience segments.
Example of Applying Filters:
Let’s say you want to filter contacts who:
Are tagged as "Interested" (General filter)
Subscribed after 01.01.2025 (System filter)
Are located in Bangalore (Custom filter)
Once the filters are applied, you’ll have a refined contact list.
Example:
General Filter: Tag = "Interested”
System Filter: Subscription Date after 01/01/2025
Custom Filter: City = "Bangalore"
Step 3: Save as a Segment
Click Create Segment.
Name your segment (e.g., "Bangalore Prospects 2025").
Click Save.
Key Uses of Segments
1. Send Broadcasts Effortlessly
When creating a broadcast, select your saved segment instead of reapplying filters:
Go to Broadcasts > Create Broadcast.
Under Targeting, select Use Segment.
Choose your saved segment (e.g., "Bangalore Prospects 2025").
2. Filter Live Chats by Segment
Focus on specific groups during live chats:
Open Live Chat.
Click Filters > Segment.
Select your segment (e.g., "Bangalore Prospects 2025").
Examples of Segments:
Note: Before creating these segments, make sure that tags (e.g., "Repeat Buyer", "Attended Workshop", "Recent Appointment", "Local Customer" etc) and custom fields (e.g., "Interest = Art & Crafts", "Feedback Submitted = No" etc) are created and properly assigned to your contacts.
1. Scenario: Creating a "Loyal Customers" Segment
Filters to Combine:
General Filter: Tag = "Repeat Buyer"
System Filter: Subscription Date > 01.01.2024
Custom Filter: Order Count > 5
Save As: "Loyal Customers 2024"
Use Case: Use this segment to send exclusive offers or loyalty rewards.
2. Scenario: Notifying Past Attendees of Monthly Workshops
Filters to Combine:
Tag: "Attended Workshop"
Custom Field: "Interest = Art & Crafts"
Use Case: Invite them to your next session, e.g., "Join our DIY Terrarium Workshop!
3. Scenario: Requesting Feedback from Recent Salon Clients
Filters to Combine:
Tag: "Recent Appointment"
Custom Field: "Feedback Submitted = No"
Use Case: Send a quick survey link with a reward, e.g., "Rate us & get 20% off next visit!
4. Scenario: Targeting Customers from a Specific Geographic Location
Filters to Combine:
General Filter: Tag = "Local Customer"
System Filter: City = "Mumbai"
Custom Filter: Order Count > 1
Use Case: Send a message promoting a local event, store opening, or exclusive in-store offer to nearby customers.
Segments save time, reduce errors, and make your WhatsApp campaigns more targeted. By mastering General, System, and Custom filters, you can create dynamic audiences for personalized messaging. By saving your most-used filters, you can quickly target specific groups of contacts, whether it’s for a broadcast, a live chat, or a personalized message. Start creating your segments today and watch your customer engagement grow!