Creating smart segments

Introduction

Smart segments in Deskwoot let you organize your contacts into saved groups based on specific criteria. Instead of manually tagging or sorting contacts, you define a set of filter conditions and Deskwoot automatically groups matching contacts together. This makes it easy to target the right audience for follow-ups, monitor key customer groups, and keep your contact list organized as your business grows.

Creating a Segment

Follow these steps to create a new smart segment:

1. Navigate to Contacts in the main sidebar.
2. Select the Segments tab at the top of the page.
3. Click the Create Segment button.
4. Define one or more filter conditions. Each condition specifies an attribute (such as email, city, or a custom attribute) along with a matching rule (for example, equals, contains, or is not empty).
5. Preview the contacts that match your criteria to confirm the segment looks correct.
6. Give your segment a descriptive name and save it.

You can combine multiple filter conditions to create highly targeted groups. For example, you might create a segment of contacts whose city is "New York" and who were created within the last 30 days.

Dynamic Segments

Segments are dynamic by default. This means contacts are automatically added to or removed from a segment as their data changes and they meet,or no longer meet,the defined criteria. You never need to manually update membership; Deskwoot handles it in real time.

Best-Practice Tips

• Use clear naming conventions. Name segments descriptively (e.g., "VIP Customers. US" or "New Leads. Last 7 Days") so your team can quickly identify them.
• Start simple. Begin with one or two filter conditions and refine from there. Overly complex segments can be harder to maintain and troubleshoot.
• Keep contact data clean. Segments rely on accurate contact attributes. Regularly review and update your contact information to ensure segments stay meaningful.
• Review segments periodically. As your business needs evolve, revisit your segments to ensure the criteria are still relevant.

Common Pitfalls

• Empty segments: If your segment returns zero contacts, double-check your filter conditions. A small typo or overly restrictive combination of rules is usually the cause.
• Overlapping segments: Multiple segments with similar conditions can cause confusion. Audit your existing segments before creating new ones to avoid unnecessary duplication.
• Missing attributes: If a contact's attribute field is empty, it won't match conditions that expect a value. Make sure the relevant fields are populated for the contacts you want to capture.

Frequently Asked Questions

Can I edit a segment after creating it?

Yes. Open the segment from the Segments tab, adjust the filter conditions or rename it, and save your changes. The membership list will update automatically based on the new criteria.

Is there a limit to how many segments I can create?

There is no strict limit mentioned, so you can create as many segments as your workflow requires. However, keeping the total number manageable helps your team stay organized.

Do segments update automatically when contact data changes?

Yes. Because segments are dynamic by default, any contact whose data changes to match,or no longer match,the segment's criteria will be added or removed automatically without any manual intervention.