Manage Segments

How to set up segments via a CSV or button within your bot

Melita Gandham avatar
Written by Melita Gandham
Updated over a week ago

Segments allow you to quickly and easily build up audiences within your bot. There are two ways to get users into a segment. You can either upload a CSV of user emails/IDs into the platform via the "Manage Segments" section or add a Segment button into your bot flow for your user to opt-in as they're using a bot.

These two routes are outlined in more detail below.

How to set up manual segments

To quickly build an audience for your bot, you can upload a CSV of email addresses or external IDs to create a segment of users. Segments allow you to send broadcasts to specific sets of people i.e you can make a segment of new starters by uploading a CSV of the new starters' email addresses in the platform. Here is a step by step guide on how to set up your segment.

1) Go to "Manage Segments

Go to your account on the platform and the bot you wish to use. Then go to 'Manage Segments' under Broadcasting:

2) Choose a pre-existing segment or create a new one

If you have already created a segment, you will find it in this section. You can click "Manage users" to edit your pre-existing segments. To create a new segment, click on the "Create Segment" button in the top right corner:

3) Start adding users to your segment

Now it's time to build your segment. You can upload a small group of users in the bar under 'User Emails to add (one per line)' or upload large groups of segments via a CSV:

To upload a CSV of users, click 'choose file'. Your file needs to be a CSV file with one column of email addresses and/or external IDs of users on your Workplace instance/Teams tenant. It should only contain the email address or external ID of each user, with no other information. Then click 'Upload users'.

4) Wait for the platform to process your CSV

The platform will now start processing your CSV. Please note that your file may take a certain amount of time to process, depending on the number of users you have uploaded.

If possible, we recommend you create and upload users to your segment some time in advance to scheduling your broadcast. Large segments (2k users and over) should ideally be uploaded at least 24 hours before planned broadcasts.

5) Check your CSV for errors

When the upload is complete, you will receive a status update in the status column. If there were issues, the segment table will say “completed with errors”, and will display the exact numbers of total users, added users, and failed. You will also be able to see that number of users have been added to the segment.

If there is an error, that means we weren't able to process some (or all) of the users in your file. This could be for a number of reasons such as:

• the user(s) are not a part of the group(s) attached to the bot

• the user is no longer on the Workplace instance/Teams tenant

• there's a typo in the user's email address

• the right permissions on the integration are not ticked in order to access user info

You can see these errors in more detail by clicking the 'Report' button. A CSV will then be downloaded to your device containing a list of the email addresses uploaded and those that could not be found:

If you want to review your segment to see which staff members are and aren't included, you can do so by clicking “Download list of users” in the Manage Segment section. The CSV downloaded has the name and email of each user within that segment.

How to set up segments via buttons

1) Add a button to a message

You can add this button to text parts and carousel cards:

2) Configure your button settings

After adding a button, click on the cog to bring up the buttons options modal. From the top drop down bar, select “Segment” as the button type, and then select either “Opt-in” or “Opt-out”. Then select the reply message to send after the bot user has hit the button. Finally, choose or create the segment the user bot will join:

It’s good practice to explain to the user exactly what they are opting in to, and to confirm their subscription in the response message after the segment button is clicked. We also recommend giving them an extremely easy way to unsubscribe just in case they choose to opt out. You can do this by creating an opt-out messages attached to a keyword:

Push notifications are not triggered by the user, so we want to make sure that they are in control of the options as much as possible. This makes for a more transparent and therefore better user experience.

3) Save your message

As always, once saved make sure you push the changes live, and then you are done.


It's good practice to think about segmentation and audience building when it comes to planning and building your bot. Teams and bot audiences can sometimes be too general of an audience, so by building a specific audience, you can make sure each user is targeted with the content that is right for them. You can also filter your audience more specifically by using attributes. More can be found about broadcasting here.

If you have any questions about segmentation or audience building, let us know in the Intercom chat widget. We're always happy to help!

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