The Contact Segmentation Agent helps you create reusable, auto-updating segments and static lists from all your contact data. You can use either plain-language prompts to define which contacts belong in a group. Use precise filters to view lists and segment contacts.  Segments and lists can then power campaigns and automations.

Key capabilities you’ll use:

• Segments (dynamic): A segment is a group of contacts you set up once, and it keeps updating automatically as contacts meet (or stop meeting) the rules you defined.
• Lists (static): A list is a fixed group of contacts you create once (manually or via import). Unlike segments, lists do not update automatically — they stay the same until you edit or upload a new one
• Filters spanning attributes, activity, time windows, and connected sources.

Create a List (Static)

Go to ‘Contacts.’

Click on ‘Lists and Segments.’ Select ‘Create’ and choose either a ‘List’(static) or a ‘Segment’ (dynamic). We’ll start by creating a ‘List’, and then move on to Segments.

Click the edit icon.

Enter a List name, it is optional to add a Description, and click ‘Update’ to save the List name.

Add Conditions Manually

Conditions you add will apply only to contacts within the business account.

Click ‘Add conditions’ to proceed.

Click the dropdown in the ‘Where’ field to view different modules, such as Contact Properties, Review Activities, Survey Responses, and more.

Each module contains fields related to that area.

• For example, Contact Properties include fields like first name, last name, email, phone, etc.
• Review Activities contain fields specific to reviews.
• Similarly, each module provides fields relevant to its category.

Since we’re building the list using ‘Contact type,’ search for and select ‘Contact type’ under ‘Contact Properties.’ Then, click ‘Apply’ to confirm.

From the dropdown, select the appropriate value. In this example, 'Customers' is chosen.
Where the contact type is any of the customers.

Click ‘Apply’ to view the number of contacts that qualify for this condition.

In this case, a total of 54,055 contacts qualify. A preview of the first 10 matching contacts is also displayed for reference.

You can refine your list further by adding more rules.

• To add another rule, click ‘Add condition.’
• To group multiple rules (so they work as a set), select ‘Add condition group.’

Since we’re creating a list for 'Patients with Positive Experiences,' let’s add conditions that identify them:

Start by adding the Experience Score condition.

• In 'Contact Properties,' search and select 'Experience Score.'

• Set it to greater than 8 and click 'Apply.'

Next, group another condition with it.

• Click Add condition, switch the connector from and to 'or.'

• Select 'Review Activities.'

Choose 'Latest Review Rating,' set it to greater than 4, and click 'Apply.'
This grouped condition tells the system:

• Include patients whose Experience Score is greater than 8
       Or
• Patients whose Latest Review Rating is greater than 4.

With the new conditions applied, the system narrows down the results to 149 matching contacts. These are the patients that qualify under the positive experiences criteria — either with an Experience Score greater than 8 or a Latest Review Rating greater than 4.

Click 'Save' to finalize the list.

Once the list is saved, you’ll be redirected to the ‘Saved’ tab under Lists and Segments. Here, you can view details such as the list name, type (list or segment), number of contacts added, creator, and the last updated date for each saved list or segment.

Hover over the desired list. Click ‘Actions’ to quickly add contacts or delete the list if it’s no longer needed.

Click the edit button or click the list name to view the list.

Once a list is finalized, the Add conditions option disappears since lists are static—no new rules can be added. However, you can still manage the list:

• Click ‘Manage list’ to ‘Quick add contacts.’
• Use 'Remove contacts' under 'Bulk Actions' to clean up the list.

Segment (Dynamic)

Unlike lists, segments are dynamic groups of contacts that update automatically based on conditions you define. This means once a segment is created, any new or updated contact that meets the conditions will be added automatically, without manual effort.

Select ‘Segment.’

Add Conditions Manually

Provide a segment name and click ‘Add conditions.’

• Under Conditions, click the dropdown in the ‘Where’ field.
• Go to ‘Custom Fields’ and search for ‘Liked Service.’
• Select it and click ‘Apply.’

The custom fields are fetched from your respective CRMs.

Once Liked Service is selected, set the condition equal to True.

• This ensures only customers who have a ‘Liked Service’ value marked as True are included in the segment.

If you want to add more criteria, click ‘Add condition.’ To group multiple conditions, select ‘Add condition group.’

Since the first condition is Liked Service equals to True, let’s add another condition group.

• Select 'Survey Responses' from the dropdown.
• Choose the 'Latest Survey Score' and click 'Apply.'

Set the value to greater than 8.

Click 'Apply' to confirm.

With the applied conditions, the segment now identifies 21 contacts that qualify. This means 21 customers are meeting either of these positive experience criteria. Click ‘Save’ to finalize the segment.

Once saved, the segment Happy Customers will appear under the Saved tab. Here you can view its details such as name, type, contacts count, creator, and last updated date. To review the segment further, click the segment name to view the list of contacts and additional details.

Under the Contacts tab, you can view all contacts that qualify for the conditions you defined. Along with the contact name, you’ll see details like phone/email, locations, and last activity.

The list of contacts updates automatically as more contacts qualify the conditions. The contacts are added/removed based on the conditions.

Unlike a List (static), a Segment (dynamic) continues to show the Conditions tab. This allows you to review or update the rules at any time. Any changes made here automatically refresh the segment with contacts that meet the updated conditions.

Add Conditions Using The Agent (AI)

Instead of manually adding conditions, you can leverage the Contact Segmentation Agent to define your audience with simple prompts.

List

Go to ‘Create,’ select ‘List,’ and provide a list name.

In the conditions panel, choose Chat with our Contact Segmentation Agent and enter a prompt.

The agent will identify matching contacts. For instance, it found 16,679 contacts who met the condition Subscribed to Service Updates Emails is True.

To narrow the results, provide a refining prompt.

The agent applies the condition Latest Survey Score is greater than 8 and updates the results. In this case, the contacts were reduced from 16,679 to 18.

Review the suggested conditions and click the ✅ checkmark to apply them.

Reviewing and Saving the Segment

Once the Segmentation Agent applies the refined conditions, you’ll see a preview of matching contacts under the Contacts section.

18 contacts who:

• Subscribed to Service Updates Emails
• Have a Latest Survey Score greater than 8

The preview shows details such as Contact name, subscription status, and survey score.
Finally, click 'Save' to finalize the segment.

Similarly, you can utilize the Segmentation Agent by giving natural-language prompts to build Segments.

AI Recommendations

The AI Recommendations feature helps you discover ready-made segment ideas without manually building conditions. Instead of starting from scratch, the system automatically identifies meaningful groups of customers based on their behavior, subscriptions, and interactions, and suggests meaningful conditions.

You’ll see a list of recommendations with three key details:

• Name – the suggested list/segment
• Contacts – the number of contacts matching this recommendation.
• Description – a short explanation of why this segment was generated.

Click on any recommendation to see the underlying conditions.

From here, you can:

• Add conditions manually or give a prompt to the agent to narrow the audience further.

Save the recommendation either as a List (static) or a Segment (dynamic, updating automatically as more contacts qualify). After saving, you can view the recommendation in the ‘Saved’ tab.

This way, AI Recommendations act as a smart starting point. Instead of manually building every segment, you can simply tweak what the AI suggests to fit your exact campaign needs.

Using List and Segmentation in Campaigns

Go to ‘Campaigns’ and create an automation.

Under Trigger your automation when, select Contact is added to view the following options:

• Contact is added to a list
• Contact is added to a segment

Example: Triggering with a List

• From the dropdown, choose the condition type (e.g., is any of).

Pick the relevant list (for example: Customers subscribed to service emails) and click ‘Add’ to confirm.