Building Segments

This guide walks you through creating segments in Score CRM using the visual segment builder.

Creating a New Segment

1. Navigate to Segments in the sidebar
2. Click New Segment
3. Enter a name for your segment
4. Build your rules using the condition builder
5. Click Save

Adding Conditions

Attribute Conditions

Attribute conditions filter customers by their profile data.

1. Click Add Condition
2. Select Attribute
3. Choose a field:
   • Standard fields: email, first_name, last_name, phone, city, country, score
   • Custom fields: Type the field name (e.g., plan_type)
4. Choose an operator:

Operator	Works With	Example
equals	Text, Number	city = "London"
not equals	Text, Number	country ≠ "US"
contains	Text	email contains "@gmail"
starts with	Text	first_name starts with "J"
ends with	Text	email ends with ".edu"
greater than	Number	score > 50
less than	Number	score < 25
between	Number	score between 10 and 90
is set	Any	phone is set
is not set	Any	company is not set

5. Enter the comparison value
6. Click Add to add the condition

Event Conditions

Event conditions filter customers by their email engagement activity.

1. Click Add Condition
2. Select Event
3. Choose the event type: opened, clicked, bounced, complained, unsubscribed
4. Choose the operator:
   • has done: Customer performed this action
   • has not done: Customer did NOT perform this action
5. Set the time window:
   • Value: A number (e.g., 30)
   • Unit: MINUTE, HOUR, DAY, MONTH, or YEAR
6. Optionally filter by a specific campaign

Example: "Customers who have NOT opened any email in the last 90 days" — this finds your disengaged audience.

Combining Conditions with Logic Groups

By default, multiple conditions are combined with AND logic (all conditions must match). You can change this:

AND Groups

All conditions in the group must be true:

city = "New York" AND score > 50 AND plan_type = "premium"

OR Groups

At least one condition in the group must be true:

city = "New York" OR city = "London" OR city = "Tokyo"

Nested Groups

Create complex logic by nesting groups:

(city = "New York" OR city = "London")
AND
(plan_type = "premium" OR plan_type = "enterprise")
AND
(has_done "opened" in last 30 DAYS)

To create nested groups:

1. Click Add Group
2. Choose AND or OR for the group
3. Add conditions inside the group
4. Groups can be nested to any depth

Previewing a Segment

Before saving, you can preview how many customers match your rules:

1. Build your conditions
2. Click Preview or Estimate Count
3. The system runs your rules against the live customer data
4. You'll see the matching customer count

tip

Preview queries typically execute in under 3 seconds, even on millions of customers. Use preview liberally to fine-tune your targeting.

Example Segments

High-Value Engaged Customers

score > 80
AND has_done "clicked" in last 30 DAYS
AND suppression_status = "active"

Re-Engagement Target

has_not_done "opened" in last 90 DAYS
AND suppression_status = "active"
AND is_unsubscribed = false

Geographic Targeting

(country = "US" OR country = "CA")
AND city is set
AND custom.plan_type = "enterprise"

Recent Sign-Ups Who Haven't Engaged

custom.signup_date > "2025-01-01"
AND has_not_done "opened" in last 14 DAYS

Editing and Deleting Segments

• Edit: Click on a segment from the list → modify rules → Save
• Delete: Click the delete icon on the segments list page

caution

Deleting a segment does not affect any customers. However, any campaigns or journeys referencing the deleted segment will no longer be able to use it for targeting.

Best Practices

• Name segments descriptively: "US Enterprise - Active Last 30d" is better than "Segment 1"
• Start simple: Begin with 1-2 conditions and refine
• Use preview often: Check counts as you add conditions to avoid targeting too few or too many
• Combine with lists: Use segments for dynamic filtering and lists for static exclusions
• Monitor segment sizes: Dramatic changes in segment size may indicate data issues