Segmentation lets you to divide your audience allowing you to send specific people targeted broadcast messages.

How do I get a user into a segment?

There are two ways to get users into a segment.

Manual segments

You can create a manual segment or users enabling you to choose who is in that segment.

1) Go to 'Manage segments'

2) Click 'Create new segment'

3) Name your new segment then select it from the list by clicking "Mage segment"

4) Add the required email address(es) via a CSV or manually

Please be aware that the email addresses do appear to have disappeared once you click 'add users'. This is normal and users have been added. We are aware of this and are working on improving it.

The manual segment can then be used target a broadcast to a very specific group of users. This route is a great way to quickly build up very specific audiences of any size.

Segment via buttons

People can also join segments by tapping on buttons within the bot:

Step One – Add a button to a message

You can add buttons to text parts and carousel cards.

Step Two – Set the button to segment

Once you add a button, click on the cog which brings up a modal showing you the button options.

From this screen, select “Segment” as the button type, and then select either “Opt-in” or “Opt-out”.

Next, select the message to send after the bot user hits 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 subscribing to, and also confirming their subscription and giving them an extremely easy way to unsubscribe. 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.

Step Three – Save

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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