Custom segments

Create dynamic groups of customers based on specific properties.

Understanding customer segments

A customer segment is a group of customers defined by specific properties. These segments are dynamic, automatically including all customers who meet the defined criteria.

Creating customer segments

Accessing the customer list

To create a new customer segment, first navigate to the customer list. Click on the three bars on the left-hand side and go to "Customers". This will display a table of all your customers.

Adding a new segment

On the right-hand side of the customer list, you'll see a list of existing customer segments. To create a new one, click "Add Segment" (the + sign). Name your segment (e.g., "VIP Customers") and define the segment using filters.

Defining segment filters

You can use various filters to define your segment. For example, you might create a segment for high revenue or MRR customers, customers with a specific property (e.g., customers.vip = true), or customers from a specific email domain or account.

Viewing and editing segments

Viewing a segment

To view a segment, go to the Customers page and click on the segment name. This will display all customers in the selected segment.

Editing a segment

To edit a segment, click on the vertical ellipsis (3 vertical dots) next to the segment tab. Then, click on "Options" when viewing the segment and select "Edit Segment". Here you can view and modify the defining properties of the segment.

Using customer segments

Customer segments can be used in various parts of Atlas, typically when targeting a specific group of customers.

SLA rules

In app configuration under ticket management, you can use customer segments to create SLA rules for specific groups of customers.

Routing rules

Customer segments can be used to route tickets from specific customer groups to particular agents or teams.

Inboxes

You can create inboxes for tickets coming from certain customer segments. Simply click on ‘Add inbox’, give it a label and add the specific customers.

Chatbot workflow

In the chatbot workflow builder, you can use customer segments for branching, creating different paths for different customer groups.