Segment your customers

To send more relevant, timely messages, you’ll want to reach people who share similar characteristics. In Customer.io, you can use two different types of segments: data-driven and manual.

With these two segment types and the ability to combine segments, you should have a tremendous amount of flexibility over the messages you send.

Data-driven Segments

Data-driven segments are used when you want Customer.io to handle automatically moving people in and out of a segment based on different kinds of data: pageviews, events, user attributes and action activity.

You can message users when they enter a specific segment or a combination of segments. For example, “Email all users who have viewed page X” or “Send an SMS to all users who have viewed page X and have used feature Y”.

Here is an overview of building data-driven segments:



For more information on how to set up each kind of data-driven segment, please see the following documentation:

  1. Pageviews
  2. Events
  3. User Attributes
  4. Action activity
  5. Devices

Manual Segments

Manual segments are used when you want to handle moving people in and out of the segment yourself. This way you have complete control over who is in your segment.

This is useful for situations where you have a more fixed segment of people, the segment is maintained or created outside of Customer.io, and/or there is no integration setup with the source system.

There are currently two methods to manage a manual segment:

  1. Upload a CSV file of ids or emails to add existing people to the segment
  2. Use our API to add or remove people by id from the segment
Want to add new people to the segment? Start by using your CSV in our uploading people tool! Once the people have been imported to your workspace, you can add them to a manual segment.

Add Existing People by CSV

1a. If you’re creating a new segment, go to the “Segment” page and click “Create Segment”

Give your segment a name, a description (optional), and then click “Create Manual Segment”. You will automatically be launched into the workflow for uploading a CSV, proceed to step 2.

1b. If your segment already exists, click on “Edit Segment” to add by CSV.

2. Upload your file and follow the three easy steps of Setup, Map and Review

Setup

  • Indicate if you will be looking up existing people by id or email
  • Upload your CSV file (which needs to at least contain a column of ids or emails based on your above selection)

Map

  • Indicate if your file contains a header row
  • Select which column in your CSV is the column of ids or emails

Review

  • If we found no errors in your CSV, you can finish by clicking “Add People”
  • If there were errors in your CSV, download the “Error File” to review

Adding/Removing People with the API

You can add people or remove people from a manual segment using our API.

The manual segment will need to first be created in the workspace. Simply create your segment and cancel out of uploading a CSV.

Additional Information

When should I use a data-driven segment vs a manual segment?

Customer.io shines when you have an active data integration with your system so you can utilize attributes and behaviors of your end-users to set up automated messaging from our app.

That is the power of data-driven segments, and for the most part this is the type of segment you should be using.

Manual segments are available in instances where you need more hands-on control of the segment, you are expecting limited changes or a data integration is not available to you.

What if the person I want in my manual segment does not currently exist in Customer.io?

Add that person to Customer.io with our uploading people tool! Then, you can add them to a manual segment.

Can I combine data-driven and manual segments in my triggered campaigns?

Yes! You can use both segment types in your campaign triggers or campaign filters.

Can I use manual segments everywhere I use data-driven segments?

Yes! Manual segments will work in all the places data-driven segments work today. For Newsletter recipient targeting, campaign triggers and campaign filters.

What happens when I add new people to a manual segment that’s already in use?

When you add people to a manual segment, this is equivalent to a person matching the conditions and entering a data-driven segment.

When I change my data-driven segment’s conditions, will a ton of new people enter my campaigns?

No! When you make changes to your data-driven segment’s conditions, people who already match the updated conditions will not automatically enter any campaigns that are triggered by that segment. Only people who meet the updated segment conditions AFTER the changes are made will enter the campaigns.

It is best to ensure your segment conditions are correct prior to starting your campaign. Alternatively, if you are attempting to make those changes and would like the changes to cause people to enter campaigns, then it is recommended that you create a new segment and change the trigger conditions in your campaign.