Introduction to Segments & Audiences

What is a Segment?#

A segment is a group of records — usually contacts — that all share something in common. You define the rules once, and AI Engage CRM gathers everyone who matches into a reusable audience you can target with campaigns.

For example:

• "All contacts in Mumbai who have not been contacted in 30 days"

• "All leads whose Lead Source is Facebook Ads and who signed up this month"

• "All companies in the Healthcare industry with more than 50 employees"

Why use Segments?#

Sending the same message to your entire database rarely works well. A segment lets you target the right people with the right message — which lifts open rates, reduces unsubscribes, and protects your sender reputation.

• Send a win-back discount to contacts who have not purchased in 90 days

• Send a welcome series to everyone who signed up this week

• Follow up with leads from a specific campaign who did not respond

Two kinds of segments#

AI Engage CRM gives you two segment types:

• Dynamic — auto-updates based on filters. Records join and leave automatically as their data changes. Perfect for "always current" audiences like "Active customers" or "Inactive for 30 days".

• Static (List) — a fixed list. Records are added at the moment you save and the list does not change on its own. Perfect for a one-off group like "Trade show booth visitors — March 2026".

Segments, Lists, and Views — what's the difference?#

When you pick an audience for a campaign, you will see three groups. Here is how they differ:

• Segments — the rich, filter-based audiences described in this collection. Can be dynamic or static, and can be built on any module (Contacts, Companies, Deals, and more).

• Lists — a simpler, contacts-only grouping. A contact is either on the list or not; there is no filter builder behind it.

• Views — a saved, filtered view of a module's records that you can also reuse as a campaign audience.

Where are Segments used?#

• Campaigns — choose a segment as the Send to audience (or as an Exclude audience) for an email or WhatsApp campaign.

• Reports & exports — open any segment to view, search, and export its members as a CSV.