Segments

Segments are dynamic, virtual lists of contacts grouped by specific filters and characteristics. Unlike static contact lists, segments automatically update as contacts match or unmatch your filter criteria, making them powerful tools for targeted campaigns.

Overview

Segments allow you to:

• Target specific audiences without creating separate lists
• Combine contacts from multiple lists based on criteria
• Filter by engagement (opens, clicks, bounces)
• Filter by geographic and device data
• Create reusable targeting templates

Viewing Segments

Navigate to Lists → Segments to view all your segments.

Page Features

The segments page provides:

• Add New button to create a new segment
• Pre-Defined Templates button to access segment templates
• Bulk Actions dropdown for operations on selected segments
• Our records / User records toggle to filter between admin and user segments
• Filter by admin dropdown to filter by creator
• Search box to find segments by name

Segment Information

Column	Description
ID	Unique segment identifier
Name	Segment name
Created By	User who created the segment
Segment Type	Based on contact lists or Based on statistics
Contacts	Number of matching contacts (clickable to view)
Created on	Date the segment was created
Actions	Action menu (three dots)

Segment Actions

Click the actions menu (three dots) next to any segment to access:

Action	Description
Edit Segment	Modify segment filters and settings
Delete	Remove the segment
Export	Export segment contacts to CSV
Copy contacts to a list	Copy matching contacts to a contact list
Move contacts to a list	Move matching contacts to a contact list
Recount	Update the contact count

Creating a Segment

Navigate to Lists → Segments and click Add New.

Segment Settings

At the top of the form, you can click Select from the pre-defined templates to start with a template.

Segment Name

Give your segment a descriptive name that reflects its purpose:

Examples:

• "Active Subscribers - Last 30 Days"
• "US Customers - Opened Recent Campaign"
• "Bounced Contacts - Soft Bounce Only"

Description

Add an optional description to document the segment's purpose and filters.

Segment Type

Choose the basis for your segment:

Type	Description
Based on contact lists	Group your contacts from multiple lists based on shared field values or statuses, allowing you to target specific audiences across different contact lists
Based on statistics	Segment your contacts based on engagement metrics and activities, such as opens, clicks, or other interaction data, to target more engaged audiences

Filtering by Contact Lists

When you select Based on contact lists, you'll see the "Filter by contact list" section.

Select List

First, choose which list category to include:

Option	Description
Admin lists	Only lists created by administrators
User lists	Only lists created by users
Any list	Include lists from all sources

Criteria

Next, select how to specify which lists to include:

Option	Description
Any list	Include contacts from all lists globally
Selected lists	Choose specific lists from a tree view
Member of	Select list groups
Custom criteria	Filter by list name or group name patterns
Advanced criteria	Use membership conditions

Any List (Global)

Ignores list-specific criteria and applies filters across all your contact lists.

Global Segments

Global segments cannot be copied or moved to specific lists since they span multiple lists.

Selected Lists

A tree structure displays available contact lists organized by groups. Each list shows the contact count in parentheses.

• Check Select all to include all lists
• Check a group name to select all lists in that group
• Check individual lists to select specific ones

Member of (Groups)

Select one or more list groups. All current and future lists within the selected groups will be included.

Groups available include your custom groups like Unsorted, Monthly, Misc, etc.

Custom Criteria

Filter lists dynamically using pattern matching:

Filter	Description
List Name	Match lists by name (Is, Contains, Starts with, Ends with)
Group Name	Match lists by group name

Advanced Criteria

Create complex membership conditions:

Condition	Description
Is member of	Contact must be in the selected list(s)
Isn't member of	Contact must not be in the selected list(s)

Select the type (List) and then choose the specific lists to match.

Apply Filters

Use the Apply Filters section to add conditions based on contact data. Click the + button to add filters and X to remove them.

Available Filter Categories

Category	Description
By Contact Details	Filter by custom field values
Status	Active or Inactive
Subscription status	Subscribed or Unsubscribed
Confirmation status	Confirmed or Unconfirmed
Spam status	Spammed or Not Spammed
Content format	HTML or Text

Status Filters

Filter	Values
Status	Active, Inactive
Subscription status	Subscribed, Unsubscribed
Confirmation status	Confirmed, Unconfirmed
Spam status	Spammed, Not Spammed
Content format	HTML, Text

Filter by Custom Fields

Create conditions based on custom field values:

1. Select the custom field
2. Choose the operator
3. Enter the value

Text Field Operators

Operator	Description
Is	Exact match
Isn't	Not equal to
Contains	Value appears anywhere
Doesn't contain	Value does not appear
Starts with	Begins with value
Ends with	Ends with value
Domain is	Email domain matches
Domain isn't	Email domain doesn't match

Numeric Operators

Operator	Description
Is	Equal to
Isn't	Not equal to
Greater than	Above value
Lesser than	Below value

Date Operators

Operator	Description
After	After specified date
Before	Before specified date
Exactly on	On the exact date
Between	Within date range
Occurring after	Future date in X days
Occurred before	Past date by X days
For the past	Within last X days
Older than	More than X days ago
Is today	Matches today's date
Day of month	Specific day (1-31)
Month of year	Specific month

Birthday Segments

Use "Month of year" with your Birth Date field to create birthday segments for each month.

Filter by Creation Date

Filter contacts by when they were added to your lists:

• After/Before/Exactly on: Specific dates
• Between: Date range
• For the past/Older than: Relative to today

Filtering by Statistics (Engagement)

When you select Based on statistics, you'll see the "Filter by Engagement/Delivery" section.

Log Retention

A note displays your log retention setting (e.g., "Log retention is set to 30 days"). Filters linked to logs may not retrieve data beyond this timeframe.

Broadcast Source

Choose which campaigns to analyze:

Option	Description
Admin broadcasts	Campaigns from administrators
User broadcasts	Campaigns from users
Any broadcast	All campaigns

Select Broadcast

Option	Description
Any broadcast	Include all broadcasts
Selected broadcasts	Choose specific campaigns

Criteria

Select engagement or delivery criteria from the grouped dropdown:

By Contact's Activity

Criteria	Description
Has opened	Contact opened the email
Hasn't opened	Contact did not open
Has unsubscribed	Contact unsubscribed from campaign
Has complained	Contact marked email as spam

By Delivery Status

Criteria	Description
Sent	Email was sent to contact
Never sent	No email sent to contact
Injected	Email submitted to sending server
Delivered	Email successfully delivered
Delayed	Delivery was delayed
Bounced	Email bounced

Link Filtering

When using "Clicked on a link":

Option	Description
Any link	Clicked any tracked link
Selected links	Clicked specific link(s)

Bounce Type Filtering

When using "Bounced" criteria:

Filter	Description
Type	Hard bounce vs soft bounce
Bounce reason	Specific bounce reason
Bounce code	SMTP bounce code
Bounce details	Detailed bounce message

Geographic Filters

Filter by where contacts engaged with your emails:

Filter	Options
Country	Any country / Selected countries
State	Any state / Selected states
City	Any city / Selected cities
Zip Code	Any zip / Selected zip codes

Geo Data Source

Geographic data is captured when contacts open emails or click links. Contacts who haven't engaged won't have this data.

Device Filters

Filter by how contacts accessed your emails:

Filter	Options
Browser	Any browser / Selected browsers
Operating System	Any OS / Selected operating systems

Event Time

Limit engagement filters to a specific time period:

Option	Description
Not required	All time
After	After specific date
Before	Before specific date
Exactly on	On specific date
Between	Date range
Occurred before	X days ago
For the past	Last X days
Older than	More than X days ago

Saving and Counting

At the bottom of the segment form, you'll find two buttons:

Button	Description
Save	Save the segment with current filters
Count	Count matching contacts without saving

Counting Contacts

Click Count to see how many contacts match your filters before saving.

The count displays the total number of contacts that meet all criteria.

Count Before Creating

Always count your segment before saving to ensure it returns expected results. A segment with 0 contacts may indicate incorrect filters.

Segment Templates

Create reusable filter configurations:

Using Templates

1. Click the Templates button when creating a segment
2. Browse available templates
3. Click Use to apply a template
4. Modify if needed

Template Override

Applying a template replaces your current filter settings.

Creating Templates

Administrators can create templates for common segment patterns:

1. Navigate to Segments → Templates
2. Click Add Segment Template
3. Configure filters
4. Save the template

Enable Enable for Users to make templates available to all users.

Working with Segments

View Segmented Contacts

Click the contact count number in the Contacts column to view all contacts matching the segment.

The view displays:

• Title: "View Segmented Contacts: [Segment Name]"
• Tools dropdown for additional actions
• Show entries dropdown and Search box

Contact Information Displayed

Column	Description
ID	Contact ID (clickable link)
Email	Contact email address
Bounced	Bounce status (e.g., "No Process", "Soft Bounced")
Unsubscribed	Unsubscription status (Yes/No)
Confirmed	Confirmation status (Yes/No)
Creation Date	When the contact was added

Export Segment

Export segment contacts to a CSV file:

1. Click Export from the segment actions menu
2. Select the fields to include from three categories:

Custom Fields

Select profile fields to include:

• Email, First Name, Last Name, Birth Date
• City, State, Country, Zip Code
• Mobile, Phone, Fax
• Company, Title
• Any additional custom fields (Location, Linkedin, Company Website, etc.)

Statistics

Select engagement data to include:

• Geo Country, Geo State, Geo City, Geo Zip
• Browser, Operating System
• Link Clicked, Message-ID

Campaign

Select campaign data to include:

• Campaign Name, Group Name
• Subject Line
• Broadcast Creation Date
• Campaign Sent Date

3. Click Export

The export runs in the background. Download when complete.

Recount

Update the contact count to reflect current data:

1. Click Recount from the segment actions
2. Wait for the count to update

The recount runs in the background for large segments.

Copy to List

Copy segment contacts to a contact list:

1. Click Copy contacts to a list from actions
2. Select the destination list
3. Choose duplicate handling:
   • Skip duplicates
   • Overwrite duplicates
   • Update existing
   • Delete existing
4. Click Copy

Global Segments

Segments using global criteria (any list) cannot be copied to lists.

Move to List

Move segment contacts to a different list:

1. Click Move contacts to a list from actions
2. Select the destination list
3. Choose duplicate handling
4. Click Move

Move vs Copy

Move removes contacts from their original list. Copy leaves them in place.

Deleting Segments

Dependency Check

If a segment is used in campaigns, triggers, or other assets, you'll see a dependency check before deletion.

To delete:

1. Unassign the segment from associated assets
2. Return and delete the segment

Deleting Segment Data

Deleting a segment removes the segment definition only. Contacts in the segment are not affected.

Using Segments in Campaigns

When scheduling a campaign:

1. In recipient selection, choose Segment
2. Select your segment(s)
3. The campaign sends to all contacts matching the segment criteria at send time

Dynamic Targeting

Since segments are dynamic, contacts added after scheduling but before sending will receive the campaign if they match the criteria.

Best Practices

Design

• Name descriptively: "US Engaged Last 30 Days" not "Segment 1"
• Start simple: Begin with one or two filters
• Test thoroughly: Verify counts match expectations
• Document complex segments: Use the description field

Performance

• Limit complexity: Very complex filters take longer to process
• Use time limits: Narrow date ranges when possible
• Schedule recounts: Update counts before major campaigns
• Archive unused: Remove segments no longer needed

Targeting

• Combine segments: Use multiple segments for A/B testing
• Layer filters: Build progressively specific audiences
• Exclude segments: Use "Isn't" operators to exclude groups
• Monitor changes: Track how segment sizes change over time

Engagement-Based

• Re-engage inactive: Segment contacts who haven't opened recently
• Reward engaged: Target frequent openers with special content
• Clean bounces: Segment and remove hard bounces
• Win-back: Target unsubscribes with permission-based re-engagement

Log Retention Notice

Log Retention

Engagement data (opens, clicks, bounces) is subject to log retention settings. Filters based on this data may not retrieve information beyond the retention period.

Check your log retention settings under Settings → Application Settings.

Troubleshooting

Segment Returns 0 Contacts

Possible causes:

• Filters are too restrictive
• No contacts match all criteria
• Date range is outside available data
• Custom field values don't match exactly

Solutions:

• Remove filters one by one to identify the issue
• Check for typos in value matches
• Broaden date ranges
• Verify contacts have the filtered custom fields

Count Takes Too Long

Possible causes:

• Very large contact database
• Complex filter combinations
• Server performance issues

Solutions:

• Narrow the list selection (don't use "Any list")
• Simplify filters
• Count during off-peak hours

Exported File Missing Data

Possible causes:

• Selected fields have no data
• Contacts don't have engagement data
• Export was interrupted

Solutions:

• Verify field selection
• Re-run the export
• Check for export errors in logs

Next Steps

• Suppression Lists - Block unwanted addresses
• Contact Lists - Manage your lists