In marketing, segmentation is the process of grouping your customers based on shared qualities. It allows sending the right message to the right people. Using segmentation, you can group customers based on shared qualities like gender, location, purchase history, and more. Use created segments when sending campaigns, automations, etc.

Typical results after adopting segmentation are increased campaign engagement, improved customer loyalty, retention, less unsubscribes, spam reports, etc.

Here at Omnisend, we continuously improve our Segmentation solution by introducing new filters and additional data points.

In this article you’ll find information about segment structure, how to create and utilize them to get the most of your reach.


Accessing Segmentation

Segment Filters

Segment Structure

Segment Update Timing

Updating an Existing Segment

Segments in Automations

Manual Import & Automation Trigger

Accessing Segmentation

To find segmentation, navigate to your Audience tab. There are 2 ways how you can create a segment.

  1. Go to Segments tab and click Create segment;

  2. Click Create Segment button on the Contact list tab once you enter your Audience;

Segment Filters

Every Rule-set in the Segmentation menu offers a wide range of different filters. Filters have different priorities, starting with the broadest categories and working their way down to the most specific ones.

  • Channel & Subscription status. The Channel rule allows you to segment your contacts by their subscription status to promotional messages in the following channels: Email, SMS, Browser push notifications. Each of them has its own set of filters and subfilters.

  • Customer Properties. You can segment based on attributes associated with contacts in your account. This descriptive data usually comes with order info from your store and can also be collected via Omnisend, third party signup forms, or manually imported. The filter contains: city, country, state, tags, RFM segment ID, gender, address, email, first name, last name, phone number, zip code (postal code), birthday and more.

  • Engagement. You can segment based on your customer activity. Whether someone has/ has not done some actions with your promotional materials. Including opens and clicks from promotional messages and web tracking on your website. The filter contains: viewed page, clicked on a message, opened a message, received message events.

  • Custom events. You can segment contacts based on any custom events that you create or upload. These events could cover anything, e.g. show size, car model, etc.

⚠️ Coming soon! Shopping behavior. Allows you to segment by order or purchased product activity and contains multiple options. Below, you can check what filters will be added:

  • Products. Segment based on activity with products on your website. Bought product, Viewed product, Viewed category, Returned product, Added product to cart, Removed product from the cart events will be added.

  • Orders. Segment contacts based on whether someone has/ has not placed any orders and more. Started checkout, Applied a coupon, Canceled order, Paid for order, Placed order, Received order, Refunded order, Order shipped, and more events will be added.

Segment structure

Segment can have a simple or complex structure, based on:

  • Rules that identify the main rule to which the filter is applied;

  • Filters that identify the qualification or qualifications for each of the Rules;

  • Rule-sets are several rules that can be connected either with "AND" or "OR" operators. Every rule is separated by a dividing line and has unique conditions connected with unique connectors.

On the scheme below, you can see a more detailed description with the parts of the segment named.

1. Contact property;

2. Operator;

3. Secondary operator;

4. Condition;

5. Event;

6. Count filter;

7. Contact property value;

8. Date filter & date filter value.

Connectors and operators are used between different rules in your segment to help you build more sophisticated segments.

"AND" and "OR" operators combine different rules for a single segment.

  • If you change one operator, the rest of the operators will change as well. Apart from adding the rule, you can also add any number of filters to each of the rules, all combined with the "AND" operator.

  • Only one connector type can be used between rules, either "AND" or "OR".

"AND" makes the segment more exclusive, while "OR" connector is more inclusive.

  • Using "AND" every condition must be true for the contact to be added to the segmentation. If a single requirement is false, it will not include the contact in the segment.

  • Using "OR" if a single condition is true, will add the contact to the segmentation. Use "OR" if you want to target users who meet at least one requirement in a group of conditions.

  • Negative events that allow you to identify customers who haven't done something.

  • Date filters give more flexibility while creating segments.

  • Auto-suggest to ease work with text or list attributes.

  • ANY OF filter. Contact will be added to the segment when they meet ‘any of’ conditions chosen from the list.

Segment Update Timing

The main advantage of using segments is that they update automatically and in real-time. As soon as the customer meets or stops meeting the conditions of the segment, they enter or exit the segment, respectively. By setting the rule, you define the qualities your customers should meet to be added or removed from the Segment.

Depending on the Segment update time, we can distinguish two main types of Segmentations:

  • Conditional Segments;

  • Date-based Segments (specify the time when the event took place).

Conditional Segments

Conditional segments update instantly. Every time new information is added, it is checked against the rule, and the contact is added/removed from the Segment.

If information is synced from your store platform with a delay, it will be checked against the rule in the Segment as soon as it hits Omnisend.

Note! Although we say that Segments are updated instantly, it takes some time to process information. The delay is no longer than a minute.

Date-based Segments

This type of Segments is also updated in real-time, but according to the date settings.

Let's say your segment should filter out the contacts that placed an order in the last 30 days, as shown on the screenshot below.

In this case, the Segment is updated every day at 12 am in your time zone. The time zone can be changed in the Store SettingsContact informationTime zone.

Updating an Existing Segment

If you want to update an existing Segment, you should open that segment, change the rule and click on the Update segment button.

Segments in Automations

Editing the segment that is used for automation

Whenever you make any changes to the rules of a segment that is used by automated workflows (entry or exit based), you will be prompted to the question, whether we should continue sending the automated emails, based on the new rules or not.

Once the rules of the segment are changed, there are two options:

  • No - means that the automation will not send messages to contacts who instantly populate due to the update in the Segment setting.

  • Yes - means that the automation will send messages to contacts who instantly populate due to the update in the Segment setting.

If there were any customers who were in the middle of the flow (e.g. received 2/5 messages) and they stayed in the new segment, they will continue to receive the rest of the messages. If they got out of the segment due to the new rules, they will not receive the left messages (the rest 3/5).

Manual Import & Automation Trigger

Automation workflows that contain segment entry or exit rules can be affected by the manual import of customers, in case those newly added customers appear on the segments in use.

However, you have total control over whether you want to use them in automation or not. Every time you are importing your contacts manually, you are prompted with a question about what should be done with these newly added contacts.

There are two options you can go with:

  • No - means that newly added contacts will be added to your list, will appear on the needed segments, but will not receive the automations that would be triggered by said segments. Choose this option if you just want to add contacts, but not trigger any automations for them.

  • Yes - means that these contacts will be added to the list, needed segments, and will receive the automations that would be triggered by said segments. Choose this option if you want to add contacts and trigger automations for them.

When it comes to automatically imported contacts (from your store) and contacts added after filling a form, those are considered as organically added to a segment, and automation for them is sent automatically.

If you have more questions or require further assistance, don't hesitate to contact us at [email protected].

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