Creating segments to target specific customers in AI agent conversations

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<p id="docs-hc-snippet" style="display: none;">Segments are collections of customers who share common traits. By creating segments, you can precisely tailor experiences for distinct subsets of your user base, enabling personalized communication and targeted automation.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Segments let you group customers by shared session parameters like locale, language, or customer type so you can target AI agent conversations, tailor dialogue flows, adjust search rules, and limit use cases to specific audiences. You can create, view, edit, and delete segments, use condition groups for flexible matching, and review segment usage in conversation logs for analysis.</p>
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<p class="p">Segments are collections of customers who share common traits. By creating segments, you
can precisely tailor experiences for distinct subsets of your user base, enabling
personalized communication and targeted automation. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="segments_creating__ul_r2x_c4g_5fc">
<li class="li"><a class="xref" href="#topic_w4v_vng_5fc">About segments</a></li>
<li class="li"><a class="xref" href="#topic_s53_wng_5fc">Creating segments</a></li>
<li class="li"><a class="xref" href="#topic_th5_wng_5fc">Viewing all segments</a></li>
<li class="li"><a class="xref" href="#topic_gwm_xng_5fc">Editing segments</a></li>
<li class="li"><a class="xref" href="#topic_tfz_xng_5fc">Deleting segments</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_w4v_vng_5fc">
<h2 class="title topictitle2" id="ariaid-title2">About segments</h2>
<div class="body">
<p class="p">Segments are defined by one or more <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357733406234#h_01GKHFXHVRFXJ7P392SW7FJH8V" target="_blank">session parameters</a> that match whatever
values you configure. For example, you can create segments based on locale,
language, customer type, or any other custom session parameter tracked within the AI
agents workspace. </p>
<p class="p">After you create segments, you can use them in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogues</a> as part of a conditional block to shape
conversation flows for different types of customers, tailor your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9185497386394" target="_blank">search rules</a> for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents that use agentic AI</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041911005850#topic_c33_3zx_zjc" target="_blank">restrict use cases</a> so that they apply only
to specific customers.</p>
<p class="p">In the conversation logs, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_y3w_5gf_52c" target="_blank">filter conversations</a> to see where specific
segments were used. This helps you further analyze your AI agent’s interactions with
specific subsets of your customer base. Note that segments appear in the
conversation logs only after a knowledge answer is triggered or a segment-based
conditional block is used in the dialogue builder, or else at the end of the
session.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_s53_wng_5fc">
<h2 class="title topictitle2" id="ariaid-title3">Creating segments</h2>
<div class="body">
<p class="p">You can create segments to define specific collections of customers who share common
traits. </p>
<p class="p"><strong class="ph b">To create a segment</strong></p>
<ol class="ol" id="topic_s53_wng_5fc__ol_cyw_34g_5fc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_s53_wng_5fc__d8e152" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Segments</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create segment</strong>.<p class="p">The Create segment window opens.</p>
<p class="p"><img class="image" id="topic_s53_wng_5fc__image_vrx_nqg_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_segments_create.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Name</strong>, enter a unique and descriptive name for your segment. </li>
<li class="li">In <strong class="ph b">Description</strong>, enter a description that helps the underlying AI model
understand what the segment is intended to identify. </li>
<li class="li">Under <strong class="ph b">Conditions</strong>, select how the conditions within a segment relate to
each other: <ul class="ul" id="topic_s53_wng_5fc__ol_hq1_q4g_5fc">
<li class="li">
<strong class="ph b">Match ALL conditions</strong>: All listed conditions must match the
session configuration for the segment to become active. </li>
<li class="li">
<strong class="ph b">Match ANY conditions</strong>: At least one of the listed conditions must
match the session configuration. </li>
<li class="li">
<strong class="ph b">Match NONE of these conditions</strong>: None of the listed conditions can
match the session configuration. </li>
</ul>
</li>
<li class="li">Define the segment’s criteria: <ol class="ol" id="topic_s53_wng_5fc__ol_jsg_r4g_5fc" type="a">
<li class="li">Click <strong class="ph b">Select parameter</strong> and select which existing parameter should
be used to define the segment.<div class="note tip" id="topic_s53_wng_5fc__note_brd_v4g_5fc">
<span class="tiptitle">Tip:</span> If
the parameter you want to use doesn’t exist yet, create it as part
of an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">action</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756844442" target="_blank">API integration</a> first.
</div>
</li>
<li class="li">Click <strong class="ph b">is</strong> and select one of the following string operators for the
selected parameter: <ul class="ul" id="topic_s53_wng_5fc__ol_yb3_w4g_5fc">
<li class="li">Is </li>
<li class="li">Is not </li>
<li class="li">Contains </li>
<li class="li">Begins with </li>
<li class="li">Ends with </li>
<li class="li">Exists </li>
<li class="li">Does not contain </li>
<li class="li">Does not begin with </li>
<li class="li">Does not end with </li>
<li class="li">In </li>
<li class="li">Not in </li>
<li class="li">Does not exist </li>
</ul>
</li>
<li class="li">In the blank field, enter the value that defines the parameter in
relation to its operator.<div class="p">For example, if you selected the
<em class="ph i">active_language</em> parameter and the <em class="ph i">is</em> operator,
enter the language ID.<div class="note note" id="topic_s53_wng_5fc__note_hkn_y4g_5fc">
<span class="notetitle">Note:</span> When you use
<em class="ph i">active_language</em> in a segment, you must use the
language’s ID, not its name, as the parameter value. You can
find the ID by going to <strong class="ph b">Settings</strong> &gt; <strong class="ph b">AI agent
settings</strong> &gt; <strong class="ph b">Languages</strong> and selecting a language.
</div>
</div>
</li>
</ol>
</li>
<li class="li">(Optional) Click one of the following to add more conditions as needed: <ul class="ul" id="topic_s53_wng_5fc__ol_esx_bpg_5fc">
<li class="li">
<strong class="ph b">Add condition</strong>: Adds a single condition, which is evaluated by the
main Match ALL/ANY/NONE relationship. </li>
<li class="li">
<strong class="ph b">Add condition group</strong>: Adds a group of conditions, which are
evaluated by the group-level Match ALL/ANY/NONE relationship first, and
then by the main relationship.<p class="p">For more information, see <a class="xref" href="#topic_jgk_n4g_5fc">Using condition groups</a>. </p>
</li>
</ul>
</li>
<li class="li">(Optional) Repeat steps 7–8 to add more conditions or condition groups to fully
define the segment.<p class="p">You can add any number of conditions and condition
groups.</p>
</li>
<li class="li">Click <strong class="ph b">Create segment</strong>.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_jgk_n4g_5fc">
<h3 class="title topictitle3" id="ariaid-title4">Using condition groups</h3>
<div class="body">
<p class="p">Condition groups count as a single condition. They are evaluated as either true
or false based on their internal group relationship (Match ALL/ANY/NONE). You
can add one level of conditional groups within a segment configuration (meaning
you can’t add a group within a group). </p>
<p class="p">Condition groups are best used when you want to apply different group conditions
to your segments. For example: </p>
<ul class="ul" id="topic_jgk_n4g_5fc__ul_a4s_3pg_5fc">
<li class="li">Parameter 1 must be A </li>
<li class="li">Parameter 2 must be B </li>
<li class="li">Parameter 3 can be C or D </li>
</ul>
<p class="p">To do this, you can apply a Match ALL relationship to the conditions for
parameters 1 and 2, and then add a condition group with a Match ANY relationship
for parameter 3.</p>
<p class="p"><img class="image" id="topic_jgk_n4g_5fc__image_upx_pqg_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_segments_condition_group_example.png" width="600"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_th5_wng_5fc">
<h2 class="title topictitle2" id="ariaid-title5">Viewing all segments</h2>
<div class="body">
<p class="p">The Segments page shows you all existing segments. </p>
<p class="p"><strong class="ph b">To view all segments</strong></p>
<div class="p">
<ol class="ol" id="topic_th5_wng_5fc__ol_rsr_jpg_5fc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li">
<span class="ph">Click <img class="image" id="topic_th5_wng_5fc__d8e152" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Segments</strong>.</span>
<p class="p">The Segments page lists the segments you’ve created and includes the
following columns: </p>
<ul class="ul" id="topic_th5_wng_5fc__ul_xfg_lpg_5fc">
<li class="li">
<strong class="ph b">Segment</strong>: The name and description of the segment </li>
<li class="li">
<strong class="ph b">Usage</strong>: Where the segment is currently being used </li>
<li class="li">
<strong class="ph b">Last updated</strong>: The timestamp of when the segment was last
edited<p class="p"><img class="image" id="topic_th5_wng_5fc__image_qcb_rqg_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_segments_view_all.png" width="600"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_gwm_xng_5fc">
<h2 class="title topictitle2" id="ariaid-title6">Editing segments</h2>
<div class="body">
<p class="p">You can edit an existing segment if you need to adjust its criteria. </p>
<p class="p">Editing a segment doesn’t affect how or whether that segment was applied to
conversations in the past. In other words, the edits aren’t retroactive. </p>
<p class="p"><strong class="ph b">To edit a segment</strong></p>
<div class="p">
<ol class="ol" id="topic_gwm_xng_5fc__ol_n2s_mpg_5fc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_gwm_xng_5fc__d8e152" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Segments</strong>.</span></li>
<li class="li">Click the segment you want to edit.<p class="p">The Segment details pane opens.
</p>
</li>
<li class="li">Click <strong class="ph b">Edit segment</strong>.<p class="p"><img class="image" id="topic_gwm_xng_5fc__image_xsl_sqg_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_segments_edit.png" width="350"></p>
</li>
<li class="li">Update the segment’s criteria as needed.<p class="p">For help, see <a class="xref" href="#topic_s53_wng_5fc">Creating segments</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_tfz_xng_5fc">
<h2 class="title topictitle2" id="ariaid-title7">Deleting segments</h2>
<div class="body">
<p class="p">You can delete a segment if you no longer need it to define a part of your user base. </p>
<p class="p"><strong class="ph b">To delete a segment</strong></p>
<div class="p">
<ol class="ol" id="topic_tfz_xng_5fc__ol_szh_qpg_5fc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_tfz_xng_5fc__d8e152" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Segments</strong>.</span></li>
<li class="li">Hover over the segment you want to delete, click the options menu (<img class="image" id="topic_tfz_xng_5fc__image_gzv_tpg_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Delete</strong>.<p class="p">A confirmation
window opens, showing you where the segment is currently being used, if
applicable. </p>
</li>
<li class="li">Click <strong class="ph b">Delete</strong>.<p class="p"><img class="image" id="topic_tfz_xng_5fc__image_zgs_tqg_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_segments_delete.png" width="400"></p>
</li>
</ol>
</div>
</div>
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