Segments — FAQ

Find the answers to the most popular and tricky questions

Ira avatar
Written by Ira
Updated over a week ago

What can I do with Segmentation?

You can filter your contacts based on contact properties (city; country; state; tags; custom properties; RFM segment ID; gender; channel status; address; email; first name; last name; phone number; zip code (postal code); birthday), any custom events, marketing activity (received, opened and clicked promotional messages → emails from both campaigns and automations are classified as promotional messages) and web tracking (viewed page and viewed product events).

Is it possible to create a segment of email addresses on a particular domain? Yes, it's possible. If you want to create a segment of Gmail email addresses, just use 'email' filter and select 'contains' option → then enter, as shown on the screenshot below.

If you don't want to send to anyone whose email address is on a specific domain (e.g. yahoo), use the same filter, but select the 'does not contain' option this time.

Is it possible to segment based on a range of birthdates/ages? As for now, birthdate property has only one filter letting you verify the exact year, month, or date only. It is not possible to select the period between two different dates. If you store your contacts' age as a custom property, you can use it specifying both — upper and lower limits.

How to create a segment with only specific country phone numbers? For most of countries, you can use the 'phone number contains +[[country_code]]' filter and it'll work just fine. However, some of the countries use the same country code (e.g. United States, Canada, and several Caribbean nations share the international calling code +1), that's why just using 'phone number contains +1' filter won't help and you'll need to list all the state codes that you want to include (e.g. to include South Carolina phone numbers, add 'phone number contains +1843' filter)

How can I find why the number of contacts is higher than the total in two Segments with mutually exclusive rules? It would be best to start with finding contacts added to both Segments. To do that, you can tag contacts that belong to each of your Segments and create a segment of the contacts having both tags.

When the campaign is scheduled for a specific segment, the segment will update at scheduling or send time? The segment will be re-calculated right before the message should be sent.

What is the difference between Placed Order and Ordered Product in segments? The main difference is that filters in the Ordered Product segment are more focused on the product wheres in the Placed Order on the order characteristics. Still, they have slightly different filters. Check this article for details.

Will Segment-based automation be triggered if you create a Segment first and then enable the workflow? No, the automation won't be triggered. As a solution, you can add another rule to the Segment to remove all contacts. Then after the additional rule is removed, your contacts will re-enter the Segment and trigger the workflow.

Is it possible to segment contacts based on browsing behavior? Yes, you can do so by using the 'Viewed Page' event. As well as the 'Viewed Product' or 'Viewed Product Category' event in the segmentation.

Why are some of the products not shown in the Segmentation drop-down? When you use an Ordered Product rule in the Segmentation, it applies to the products that were purchased already. If nobody has bought that product, it won't be shown in the drop-down.

Is it possible to segment based on the order fulfillment status? Yes. Please use the event 'Had Order Shipped,' and you'll find fulfillment statuses in the selection for this event.

Is it possible to see how a particular segment performs if multiple segments are selected when scheduling a single campaign? You can only segment off contacts based on the Segment and performance conditions.

Is it possible to segment based on the custom properties I have in my store? Yes, custom contact properties are available in segmentation. You'll find them grouped under the 'Custom Property' group in the segment rule builder dropdown.

How can I export contacts added to a specific Segment? If you wish to export contacts that belong to a particular Segment, proceed to the Audience section -> Segments -> and click on the reverse curet sign to open the action menu.

Later, the exported Segment can be downloaded from the Exports tab in the Audience section. All contacts, despite their status, will be exported from Omnisend. If you wish to export a specific category of contacts only, you can add another rule to your Segment settings.

When Segments update?
There can be two types of Segments in Omnisend:

  • based on a specific condition (placed order, clicked campaign link), these Segments update in real time, as soon as the information is synced from your store;

  • based on the date when that event took place (placed order in the last 30 days). These Segments are updated at midnight in your Omnisend account time zone.

Note the Segmentation process also depends on the number of contacts that need to be processed. Check this article for details.

What's the simplest way to Segment contacts based on their location? The most straightforward way is to add a list of the countries to the Segment settings. However, in that case, all of the locations should be listed individually. Another option is to Segment based on the Postal code, by using contains operator and searching for common symbols. In both cases, segmenting data should be stored in the platform — location or zip codes.

How do you handle multi-currency in Segmentation? Segmentation doesn't recognize the multi-currency. If Omnisend sync the order of $20 and €20 to the account with USD as its primary currency, the total spent will be set to $40.

If you still have any questions or need any assistance, do not hesitate to contact us using in-app chat or at [email protected].

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