How to configure customer segments
Last updated October 8, 2026
Overview
Customer segments are groups of customers and visitors defined by conditions you set. Atlas keeps each segment up to date automatically, so you never sort customers by hand. Use segments to filter the "Customers" page and to target routing, SLAs, Help Center content, chatbots and campaigns.
This guide covers how to create, edit, duplicate and delete segments.
Key Features
- Multi-criteria filters: Combine fields from five categories: Ticket, Account, Customer, Session and Event.
- Real-time updates: Customers join or leave a segment automatically as they meet or stop meeting its conditions.
- Targeted rules: Apply routing rules and SLAs only to specific segments.
- Personalized experience: Show or hide Help Center categories, articles or the entire Help Center, and set up chatbots for specific segments.
- Targeted campaigns: Send announcement campaigns to the right audience.
- Shared with your team: Everyone in your workspace can see and use every segment.
How to create a segment
- Go to "Customers" and click the "+" (Add Segment) icon. If you don't see it, click "Show More".
- Enter a clear, descriptive name for the segment.
- Click the "+" icon to add a condition:
- Field: The data to filter by, written as Category.Field. For example:
Ticket.Created,Ticket.Channel,Account.Name,Account.AccountId,Customer.Email,Customer.City,Session.Browser,Session.OSorEvent.Name. - Operator: How to compare the field. The options depend on the field type:
- Text and dropdowns:
is,is one of,is not,contains,does not contain. - Dates:
on,before,after,in last,before last. - Numbers:
==,>,<,>=,<=.
- Value: The value to match.
- Optionally, click the "+" icon again to add more conditions. The customer list updates as you add them.
- Click "Create segment".
Example: To find customers from the Acme Corp account in the United Kingdom who opened an email ticket in the last 5 days, add these conditions. A customer joins the segment only when they match all of them.
| Field | Operator | Value |
Account.Name | is | Acme Corp |
Customer.Country | is | United Kingdom |
Ticket.Created | in last | 5 days |
Ticket.Channel | is |
How to edit a segment
- Go to "Customers" and locate the segment. If you don't see it, scroll right.
- Click the ellipsis icon next to the segment and select "Edit segment".
- Change the conditions and click "Update segment".
How to duplicate a segment
- Go to "Customers" and locate the segment. If you don't see it, scroll right.
- Click the ellipsis icon next to the segment and select "Duplicate segment".
How to delete a segment
- Go to "Customers" and locate the segment. If you don't see it, scroll right.
- Click the ellipsis icon next to the segment and select "Delete segment".
- Click "OK" to confirm.
FAQs & Troubleshooting
Can I use OR logic between conditions?
No. Every condition must be met for a customer to be included.
Can I combine different types of data in one segment?
Yes. You can mix ticket, customer, account, session and event fields in the same segment, as in the example above.
Why doesn't a customer appear in my segment?
The customer must match all of the segment's conditions. Compare their details with each condition.
I can't find my segment on the "Customers" page. Where is it?
Scroll right along the segment list to see the rest of your segments.