Create Your First Segment

Score CRM's segment builder lets you create targeted audiences visually — no technical skills needed. Just pick your rules, and Score CRM finds the matching contacts.

Quick Start

1. Click Segments in the sidebar
2. Click New Segment
3. Give it a clear, descriptive name (e.g., "Engaged US Subscribers — Last 30 Days")
4. Add your targeting rules (details below)
5. Click Preview to see how many contacts match
6. Click Save

That's it — your segment is ready to use in campaigns and journeys.

Two Ways to Target Contacts

1. Filter by Contact Details (Attribute Conditions)

Use any information you have about your contacts to narrow your audience:

Built-in fields you can filter on:

• Name (first name, last name)
• Email address
• Phone number
• City and country
• Engagement score

Custom fields — any extra data you uploaded via CSV (like plan type, company name, signup date, industry, etc.) is also available for filtering.

Available filters:

Filter	What it does	Example
equals	Exact match	Country equals "US"
not equals	Exclude a value	City not equals "London"
contains	Partial text match	Email contains "@gmail"
starts with	Text begins with	First name starts with "J"
ends with	Text ends with	Email ends with ".edu"
greater than	Number comparison	Score greater than 50
less than	Number comparison	Score less than 25
between	Number range	Score between 10 and 90
is set	Field has a value	Phone is set
is not set	Field is empty	Company is not set

2. Filter by Email Behavior (Event Conditions)

Target contacts based on how they've interacted with your emails:

• Opened — opened any email (or a specific campaign)
• Clicked — clicked a link in an email
• Bounced — email couldn't be delivered
• Complained — marked your email as spam
• Unsubscribed — opted out via unsubscribe link

For each behavior, you choose:

• Has done — they DID perform this action
• Has not done — they did NOT perform this action
• Time window — within the last X minutes, hours, days, months, or years
• Specific campaign (optional) — limit to a particular campaign's activity

Example: "Contacts who have NOT opened any email in the last 90 days" — this is your re-engagement audience.

Combining Multiple Rules

When you add multiple rules, you can control how they work together.

AND — All rules must match

Use this when you want to narrow your audience. Every condition must be true for a contact to be included.

Contacts in New York AND with a score above 50 AND on a premium plan

OR — Any rule can match

Use this when you want to broaden your audience. A contact is included if any one condition is true.

Contacts in New York OR London OR Tokyo

Nesting — Mix AND and OR

For more sophisticated targeting, you can nest groups inside each other:

Contacts in (New York OR London) AND on a (premium OR enterprise plan) AND who opened an email in the last 30 days

To create nested rules:

1. Click Add Group
2. Choose AND or OR for the group
3. Add conditions inside the group
4. Nest as many levels deep as you need

Segment Ideas to Get You Started

Your Most Engaged Contacts

Target people who are actively reading and clicking your emails:

Score greater than 80
AND has done "clicked" in last 30 days

Win-Back Campaign Audience

Find people who've gone quiet but haven't unsubscribed:

Has not done "opened" in last 90 days
AND is_unsubscribed equals false

Location-Based Promotion

Target enterprise customers in North America:

(Country equals "US" OR Country equals "CA")
AND plan_type equals "enterprise"

New Subscribers Not Yet Engaged

Reach people who signed up recently but haven't interacted:

signup_date greater than "2025-01-01"
AND has not done "opened" in last 14 days

Editing and Deleting Segments

• Edit: Click any segment from the list, update the rules, and save
• Delete: Click the delete icon on the segment list page

tip

Deleting a segment doesn't delete any contacts — it just removes the targeting rules. However, any campaigns or journeys that reference the deleted segment will no longer be able to target that audience.

Best Practices

• Use descriptive names — "US Enterprise — Active Last 30 Days" tells your team exactly what the segment contains. "Segment 1" doesn't.
• Start simple — begin with 1-2 rules, check the audience size, then add more rules to refine.
• Preview often — check how many contacts match as you add each rule. This helps you avoid audiences that are too big or too small.
• Combine segments with lists — use segments for dynamic targeting and lists for fixed exclusions.
• Watch for dramatic size changes — if a segment suddenly gets much bigger or smaller, your data may have changed in unexpected ways.