Segments
Segments are saved groups of contacts, such as "Hot leads in Riyadh" or "VIP customers who haven't messaged in 30 days". In Resool a segment is either dynamic, where membership updates automatically from rules you set on tags, channels, lifecycle stage, activity and contact fields, or static, a fixed list you add people to yourself. You use segments to find the right people quickly in Contacts and as the audience for broadcasts.
Before you begin
- Creating, editing and deleting segments needs Create and edit contacts.
- Members who can't see emails and phone numbers can't use the Email or Phone conditions.
Dynamic and static segments
| Type | How membership works | Good for |
|---|---|---|
| Dynamic | Updates automatically from the rules. A contact who starts matching joins; one who stops matching leaves. | Ongoing audiences such as "Hot leads" or "Active in the last 7 days" |
| Static | A fixed list. You add and remove people yourself. | One-off lists such as event attendees |
Segments you save from the contact filter are dynamic.
How to create a segment from the Contacts page
- Go to Contacts and click Add segment.
- In Save New Segment, enter a unique Segment Name (for example "New buyer") and save. The filter panel opens.
- Click Add filter and choose a category:
- Contact Field: any built-in or custom field.
- Lifecycle: the contact's stage.
- Channel: whether the contact uses a channel, such as WhatsApp or Instagram.
- Contact Tag: has or doesn't have a tag.
- Time Since Last Incoming Message: when they last wrote to you.
- Open Conversation: whether they have an open conversation.
- Conversation Label: whether their conversations carry a label.
- Choose the condition and value for each filter. Switch between And and Or to match all or any of the filters, and click Add filter group to combine groups.
- Check the contact count at the top of the panel, then click Save.
Contacts › Add segment › filter panel
The filter panel titled with the new segment name, two filter groups (Lifecycle is Hot Lead AND Channel has WhatsApp; OR Contact Tag has VIP), the matching contact count, and the Save button.
File: screenshots/segments-filter-panel.png
You can also start from a filter: click the filter icon, add filters, then click Save as Segment.
The new segment appears under Segments in the side panel with its contact count. Click it to see its members.
To segment companies instead of people, switch the side panel to Companies first. Company segments can also use company details such as Industry, Country, Website, Account manager, Number of people and Active projects. See Companies.
How to create a segment in the segment editor
The segment editor also lets you create static segments and add a description. Open it from a broadcast with New segment (or Create a segment when you have none yet).
- Enter a Name and an optional Description.
- Under Type, choose Dynamic or Static.
- For a dynamic segment, set the Rules: "Contacts that match all or any of these conditions". Click Add condition for each rule and Add group to nest conditions.
- For a static segment, use Search contacts to add and click Add next to each person.
- Click Create segment.
Broadcasts › Add broadcast › Audience › New segment
The segment editor with Name "Inactive VIPs", Type Dynamic selected, rules "Tag has VIP" and "Last activity more than 30 days ago", and the matching contacts preview.
File: screenshots/segments-editor.png
Conditions you can use
| Field | Conditions |
|---|---|
| Name, Email, Phone and text fields | is, is not, contains, doesn't contain, starts with, is set, is empty |
| Language, Lifecycle stage, WhatsApp marketing consent and dropdown fields | is, is not, is set, is empty |
| Created and date fields | is before, is after, in the last … days, more than … ago |
| Last activity | in the last … days, more than … ago, never |
| Tag, Channel, Conversation label | has, doesn't have |
| Has an open conversation and yes/no fields | yes, no |
| Number fields | =, ≠, >, ≥, <, ≤, is set, is empty |
How to edit, rename or delete a segment
In Contacts, hover the segment in the side panel and open its menu:
- Edit: opens the filter panel with the segment's rules. Change them and click Save.
- Rename: change the name.
- Delete: removes the segment only. Contacts stay.
Contacts › side panel › Segments › hover a segment › ⋯
The segment row menu with Edit, Rename and Delete, next to the segment's contact count.
File: screenshots/segments-menu.png
How segments are used in broadcasts
Every broadcast goes to one segment. Membership is captured when sending starts, so contacts who join a dynamic segment after that don't receive the broadcast. See Creating a broadcast.
Notes and limitations
- Condition groups can be nested at most two levels deep.
- Closing the filter panel without saving throws away your unsaved changes to the segment's rules.
- If you delete a field or tag that a rule uses, check the segment; Resool flags conditions that no longer fit.
FAQ and troubleshooting
Why does my segment count change on its own?
It's a dynamic segment. Contacts join or leave as their tags, stage, activity or fields change.
What happens to broadcasts that use a deleted segment?
Broadcasts that haven't been sent need a new audience, and a scheduled broadcast pauses with "The segment no longer exists." Broadcasts already sent aren't affected.
I see "A condition uses a field that no longer exists." What do I do?
What you can do:
- Open the segment with Edit.
- Remove or replace the condition that uses the deleted field.
- Save the segment.
Can I filter on email or phone?
Only if your role can see contact emails and phone numbers. Otherwise those conditions are blocked so masked values can't be guessed.