Lists and segments (audiences)

Contacts → Audiences (/app/contacts/audiences) keeps the groups of people your broadcasts go to. There are two kinds:

• a List holds the people you put in it, by hand or once by conditions. It does not change by itself.
• a Segment is a set of conditions, such as "in Saudi Arabia, tagged vip, WhatsApp consent given, did not read the Eid broadcast". It updates itself: a broadcast goes to whoever matches the conditions at the moment the broadcast is created.

Audiences count people, not rows: a person whose WhatsApp, Instagram and e-mail were merged (Contacts) counts once.

Before you start

• Everyone who can open Contacts sees the audiences, their counts and the people in them. Creating, editing, archiving and restoring them, and adding or removing people, needs the Manage contacts task (Owners, Admins and Editors by default). Without it the page says You can see audiences. Creating and changing them needs the Manage contacts task.
• Open the page from Contacts with Audiences above the list.

Step by step: create a segment

1. Press New segment.
2. Fill Name (for example Riyadh VIPs) and, if you like, Description (optional).
3. Under People who match, choose all (every condition must be true) or any (one is enough) of these conditions.
4. Press Add condition. In each row pick the Field, then the Comparison, then the Value. The value box changes with the field: a date picker, a number, a list of choices to tick, a list to pick, or text (for several values, Separate several with commas.). × removes a row.
5. For "this or that" inside an "all" segment, press Add group: a group has its own Group: match all / any of these conditions and its own rows. Remove group deletes it. Groups go one level deep.
6. Watch the box under the conditions: {n} people match, {n} of them can get WhatsApp marketing messages (people with a WhatsApp number who gave WhatsApp consent and never said STOP) and For example with a few names. A condition that is not filled in has an orange border and is left out of the count (Conditions that are not filled in are left out of the count.).
7. Press Create. You see {name} created with {n} people. and the segment opens.

The conditions you can use

• Profile: Name, City (contains, is, starts with...), Language (ar, en...), Country (two-letter code such as SA or AE), Time zone, Source (inbox, import, ctwa_ad...), Added to Contacts (in the last or more than a number of days ago, on, before, after, between dates), Interactions, Tags (has any of, has all of, has none of).
• Channels: Name, handle, phone or e-mail (contains, on any of the person's channels), Channels (include any of / none of WhatsApp, Instagram, e-mail...), Phone number (they have one, none, or it starts with, e.g. +966), E-mail (have one, none, or ends with a domain such as acme.sa).
• Consent: WhatsApp consent, E-mail consent, SMS consent, Messenger consent, Instagram consent, Telegram consent — given, not given, withdrawn or never recorded, exactly as the contact's Consent section shows it (Consent and opt-out). If any channel of a merged person withdrew, the person counts as withdrawn.
• Activity: Last message from them (in the last or more than a number of days ago, before or after a date, they have written at least once, they never wrote), Ad (they came from any ad, they never came from an ad, or a specific ad id — see ad attribution), List (is in / is not in one of your lists), and WhatsApp broadcast: received, did not receive, delivered to them, read, received but did not read, replied to, received but did not reply, could not be delivered — for Any WhatsApp broadcast or one broadcast you pick, optionally only in the last (days, optional) days. Link clicks are not tracked per person yet, so there is no "clicked" condition.
• Lead: Lead stage (is any of / none of New, Engaged, Qualified, Converted, Lost; they are a lead; they are not a lead), Lead value, Lead owner.
• Custom fields: every active field of yours (Custom contact fields), compared by its type: numbers as numbers (more than, at least, between...), dates as dates (before, after, in the next or last days, in the month of — for birthday offers), Yes / no as is yes / is no, choices from their options.

Step by step: create a list

1. Press New list, fill Name and Description (optional).
2. To start with people who match some conditions, tick Start with everyone who matches conditions and set them as for a segment; the count shows who will be added.
3. Press Create. The list opens.
4. To add people one by one, type in Search contacts by name, phone or e-mail under Add people and press Add next to each person (In the list means they are already in it).
5. To add everyone matching some conditions later, press Add everyone matching conditions, set them and press Add them. You see {n} added to the list.
6. To take someone out, press Remove next to them under People.

A list keeps people until you remove them, even when they no longer match the conditions you used to add them.

Other ways people get on a list

• From the inbox: in a conversation, open Conversation details (the ⓘ button). Under Lists pick a list in Add to a list… and press Add, or press × on a list to take the person off it (the contact record in the inbox). Same Manage contacts task.
• From an import: every finished import makes a list Import – <file name> – <date> with everyone it created or updated; the import's result links to it with Open the list (Importing contacts).
• From a bot: a bot can put the customers it talks to on one of your lists — for example everyone who asked for the price list. OmniBrand support sets this up in the bot for you; tell them which list (its name on this page). The bot only uses your lists, never a segment or an archived list (Where the bot saves what customers tell it).

Open, edit, archive

• Click an audience to open it: its count ({n} people), {n} can get WhatsApp marketing messages, Count again (counts are stored when you save or open an audience; the list shows when it was counted), its Conditions (segments) and its People, newest first, with Open contact and Load more.
• Open in Contacts (next to Count again) shows the audience's people in the Contacts table, where you can sort them, choose columns, and tag, export or record consent for all of them at once (Contacts).
• You can also make an audience from Contacts: build Filters there and press Save as segment or Save as list, or tick people and use Actions → Add to a list.
• Edit conditions (segments) changes the rules; Edit name changes the name and description.
• Archive asks first: *Archive {name}? It disappears from the pickers and broadcasts cannot use it. You can restore it at any time.* Tick Show archived audiences and open it to Restore.
• A segment can point at a list (List is in ...) but not at another segment.

Send a broadcast to an audience

In a new WhatsApp broadcast, step Audience, choose List or segment and pick it under Audience; open Leave out to exclude People in these audiences or People with any of these tags (WhatsApp broadcasts). Consent and STOP rules still apply on top: a Marketing template only reaches people who gave WhatsApp consent. The broadcast remembers the audience's name and the conditions as they were when it was created.

Related

• Contacts
• Consent and opt-out
• Custom contact fields
• WhatsApp broadcasts