All contacts in your People tab are different from one another, which makes it important to segment them to send the right message to the right person. Contacts are people (website visitors or signed up users who have interacted with you via chat). User or visitor segmentation is simply dividing the base into smaller groups based on some characteristics. With the help of segmentation you can group your users and visitors and make personalized conversations with them. 

To create a user segment: 

  • Select People from the menu.

  • Click on the New Segment tab 

  • A pop up prompts you to add filters. Select ‘All’ to filter contacts based on all the conditions you will choose or ‘Any’ to filter contacts if any one of the below conditions you give matches. 

  • Use the + sign to add a new condition. A drop down appears. Select from custom properties, user properties, device properties, and events. 

  • You can add multiple conditions under the same category with ‘OR and ‘THEN’ conditions or simply add different conditions below one another using the + sign. 

  • Once you have selected all the conditions, click on Save Segment and give your segment a name to come back to it anytime in the future.

  • Click Apply and your segment is created

  • Once you have created a segment and view it, you will also see an option to customize that segment and save it again. 

  • To do this, click on the customize segment icon next to custom segment ad add or delete conditions based on your needs. 

  • Click on save to save the customized segment.