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What is a segment and how can it help your team?

Segments are essential tools when using Crisp, they can help in a lot of ways. To better understand what they are and how to use this feature, this article is set to give you everything you need.

This guide goes into explaining what is a segment and how it works. Segments are vital if you want to make the most out of Crisp. That's why it is an essential read if you're getting started with our platform.

Coming from Intercom? Segments are known as tags.

What is a segment?

A segment is a way for your business to mark a profile or a conversation. You can assimilate it as a way of tagging a user with a specific behavior. For example, you can tag all your leads with a segment named "lead" to create filters in your inbox, build advanced filters in the contact tab, send them a newsletter using campaign or build an routing rule that will redirect conversations to the sales team.

How to assign a segment?

Segments can be assigned in three different ways. It can be manual, automated or done with a bot scenario. Here is how you can do it, and where.

Assigning a segment manually

A segment can be added manually by typing it inside the dedicated input, as shown below. In the example, you can see three different segments: Email, Ambassador and clothes.

Assigning a segment automatically

Assign a segment using the JS SDK

A dedicated article exists about how to set a segment dynamically using the JS SDK. However, here is a quick reminder:

// Feed this call with your own internal segment.
$crisp.push(["set", "session:segments", [["registered_users", "lead"]]])

Assign a segment using the API

- session segments: Update Conversation Metas
- contact segments: Update People Profile

You'll need to add your segments in the "segments" array in the request body: "segments": ["lead"]

Assign a segment using the bot.

Through the bot you can do multiple actions automatically, such as assigning a segment to a conversation. By using a specific block called "Set Session Segment" which is an action block, you'll assign segments automatically to conversations.

Example of a chatbot scenario having a Set Session Segment

Assign a segment using Mailboxes

Thanks to Crisp, you can handle multiple mailboxes in the same inbox. Using aliases such as or you'll be able to assign a segment to the conversation and route it to the right department or make it a priority task to handle.

How can segment help your team?

Now that you understand what is a segment and how to use it, it's time to focus on some specific use case that can be quite helpful when using Crisp.

To build an email list

Segments are a targeting option inside Campaigns (our customer engagement software). It means that you can retarget users that had to deal with a specific thing such as a downtime, a sales meeting or a bug report for example.

To trigger a zap

Using zapier, we've created a trigger that enables a zap when a segment is assigned to a conversation. This way, you can build a workflow that sends a ticket to Trello or Jira when the segment "bug" is assigned to the conversation for example.

To create a filter in the inbox

Using segments, you can build filters to display specific conversations inside your Inbox. This way, you can choose to display VIP conversations or lead conversations based on your role or your needs.

There are many more ways to take advantage of segments, it's up to you to get started with this key, yet simple, feature.

Updated on: 13/06/2022

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