Segments Overview
Segments are the most powerful way to target specific audiences in Score CRM. Unlike static lists, segments are dynamic — they evaluate rules in real-time against your customer data every time they're used.
How Segments Work
A segment is a set of rules that define which customers match. When you use a segment in a campaign or journey, Score CRM evaluates those rules in real-time against your customer data.
Key characteristics:
- Real-time evaluation: Segments are never materialized or cached. They always reflect the current state of your data.
- Blazing fast: Queries execute in under 3 seconds even on 4 million customers.
- Composable: Combine attribute conditions, event conditions, and nested logic groups.
Segment Components
Attribute Conditions
Filter customers based on their profile data:
- Standard fields:
city,country,score,first_name,last_name,phone - Custom fields: Any field uploaded via CSV (e.g.,
plan_type,company) - Suppression flags:
is_unsubscribed,is_bounced,suppression_status
Event Conditions
Filter customers based on their email engagement:
- has_done: Customer performed an action (opened, clicked, bounced) within a time window
- has_not_done: Customer did NOT perform an action within a time window
Event conditions can optionally filter by a specific campaign.
Logic Groups
Combine conditions with AND and OR operators, with support for unlimited nesting:
(city = "New York" OR city = "London")
AND
(has_done "opened" in last 30 DAYS)
AND
(custom.plan_type = "premium")
Segments vs. Lists
| Feature | Lists | Segments |
|---|---|---|
| Population | Static (manual CSV upload) | Dynamic (real-time rules) |
| Updates | Requires re-upload | Automatically reflects data changes |
| Use case | Import batches, fixed audiences | Behavioral targeting, dynamic audiences |
| Performance | Instant lookup | < 3 seconds on 4M customers |
| Combination | Can be used with segments | Can be used with lists |
Using Segments
Segments can be used in:
- Campaign Targeting: Include or exclude segment audiences
- Journey Entry Triggers: Start customers on a journey when they enter a segment
- Journey Conditions: Branch journey paths based on segment membership
- Audience Estimation: Preview how many customers match before sending