A segment is a group of customers who meet the conditions that you define (for example, a group of customers who reside in California or a group of customers who have rated a service poorly during a bot conversation). The conditions can be based on your business needs to effectively use segments. 

You can manage segments on the Segments tab of the Users window. 

Creating a Segment

To create a segment:

1. On the left pane, hover over Users, and then click Segments.
   The Users window displaying the Segments tab appears.
2. Click New Segment.
   The Create New Segment window appears.

3. Specify values in the following fields.
   

   Field	Description
   Segment name	Name to identify the segment.
   Segment description	Description of the segment.
   Use filter below to refine the list of users	Conditions for the segment. To add a condition: In the Conditions box, select one of the following options: Goal Completion: Enables you to specify a bot goal and its status (completed or not completed). User Property: Enables you to specify a user property (for example, City), along with its condition or its operator and value. Select Users: Enables you to add customers to the segment. If you have selected the Select Users option: Click 0 Users in Selection. The Select Users window appears. You can use the menus to filter the names of the customers based on their type (for example, Registered or Anonymous), their status (Active or Archived), the platforms they used to engage with bots (for example, Web), or when they last engaged with a bot (for example, Today or Last 7 Days). You can sort the values in a column in ascending or descending order by clicking the name of the column. You can search for a customer by entering their partial or full name in the Search for user box and then pressing Enter. Select the checkboxes next to the names of the users whom you want to add to the segment, and then click UPDATE. If you want to add more conditions, use Add condition. You can delete a condition by clicking the close icon  next to it.

   
   

4. Click Update Segment.
   The segment is created. The names of the customers who meet the conditions specified in the segment appear in a table that contains the following columns:
   • Username: Name of the customer.
   • Email: Email address of the customer.
   • Goals: Bot goals that the customer completed.

   • Last Seen: Time stamp of when the customer last engaged with a bot, represented in the time zone specified on your profile.

Segments Table

The following table describes the columns that appear in the table on the Segments tab.

Managing Multiple Segments

You can simultaneously deactivate or delete multiple segments. To do so:

1. On the left pane, hover over Users, and then click Segments.
   The Users window displaying the Segments tab appears.
2. In the table, select the checkboxes next to the segments that you want to manage.
   The Deactivate and Delete buttons appear.

3. As required, click Deactivate or Delete.
   The segments are deactivated or deleted.

   If you clicked Deactivate, the value Inactive appears in the Status column of the segments. You can activate the segment by clicking its name in the Segments column and then clicking the Inactive option.