Creating segments to target specific customers in AI agent conversations

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.


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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.
This article contains the following topics:

About segments
Creating segments
Viewing all segments
Editing segments
Deleting segments



About segments

Segments are defined by one or more session parameters 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.
After you create segments, you can use them in dialogues as part of a conditional block to shape
conversation flows for different types of customers. You can also use segments to
tailor your search rules for AI agents that use agentic AI.
In the conversation logs, you can filter conversations 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.



Creating segments

You can create segments to define specific collections of customers who share common
traits.
To create a segment

In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Segments.
Click Create segment. The Create segment window opens.


In Name, enter a unique and descriptive name for your segment.
In Description, enter a description that helps the underlying AI model
understand what the segment is intended to identify.
Under Conditions, select how the conditions within a segment relate to
each other:

Match ALL conditions: All listed conditions must match the
session configuration for the segment to become active.

Match ANY conditions: At least one of the listed conditions must
match the session configuration.

Match NONE of these conditions: None of the listed conditions can
match the session configuration.


Define the segment’s criteria:
Click Select parameter and select which existing parameter should
be used to define the segment.
Tip: If
the parameter you want to use doesn’t exist yet, create it as part
of an action or API integration first.


Click is and select one of the following string operators for the
selected parameter:
Is
Is not
Contains
Begins with
Ends with
Exists
Does not contain
Does not begin with
Does not end with
In
Not in
Does not exist


In the blank field, enter the value that defines the parameter in
relation to its operator. For example, if you selected the
active_language parameter and the is operator,
enter the language ID.
Note: When you use
active_language 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 Settings > AI agent
settings > Languages and selecting a language.





(Optional) Click one of the following to add more conditions as needed:

Add condition: Adds a single condition, which is evaluated by the
main Match ALL/ANY/NONE relationship.

Add condition group: Adds a group of conditions, which are
evaluated by the group-level Match ALL/ANY/NONE relationship first, and
then by the main relationship. For more information, see Using condition groups.



(Optional) Repeat steps 7–8 to add more conditions or condition groups to fully
define the segment. You can add any number of conditions and condition
groups.

Click Create segment.



Using condition groups

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).
Condition groups are best used when you want to apply different group conditions
to your segments. For example:

Parameter 1 must be A
Parameter 2 must be B
Parameter 3 can be C or D

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.





Viewing all segments

The Segments page shows you all existing segments.
To view all segments


In the AI agents workspace, select the AI agent you want to work
with.

Click
Content in the sidebar, then select Segments.
The Segments page lists the segments you’ve created and includes the
following columns:


Segment: The name and description of the segment

Usage: Where the segment is currently being used

Last updated: The timestamp of when the segment was last
edited








Editing segments

You can edit an existing segment if you need to adjust its criteria.
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.
To edit a segment


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Segments.
Click the segment you want to edit. The Segment details pane opens.


Click Edit segment.

Update the segment’s criteria as needed. For help, see Creating segments.

Click Save.





Deleting segments

You can delete a segment if you no longer need it to define a part of your user base.
To delete a segment


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Segments.
Hover over the segment you want to delete, click the options menu ( ), and select Delete. A confirmation
window opens, showing you where the segment is currently being used, if
applicable.

Click Delete.





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