Audience Segmentation Overview

Summary

The Audience Segmentation Module enables you to slice and dice your customer audience into targeted, high-converting cohorts. Rather than blasting generic broadcasts to your entire contact list, targeted segmentation ensures higher message delivery rates, significantly better read rates, and lower unsubscribe and spam report rates on WhatsApp.

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Segmentation Architecture

Wabixo provides two primary segmentation engines depending on your workspace integration mode:

graph TD
    A["Workspace Audience"] --> B["1. Chat-Based Segments"]
    A --> C["2. Invoay POS & ERP Segments"]
    
    B --> D["Cohort: Recurring or Fixed"]
    C --> D
    
    D --> E["1-Click WhatsApp Broadcast Campaign"]

1. Chat-Based Segments

Filter contacts based on real-time conversational and messaging parameters stored within Wabixo:

• Chat Status & Session Window: Filter by chat status (Open, Pending, Closed) and 24-hour customer care window state (Active vs. Expired).
• Assigned Agent: Filter conversations assigned to specific agents or unassigned chats.
• Tags: Filter contacts using multi-tag inclusion or exclusion rules (#VIP, #Interested, #FollowUp).
• Activity & Timestamps: Target contacts based on last message timestamp, last customer reply timestamp, or chat creation date.
• Template Delivery History: Target or exclude contacts who have previously received specific WhatsApp templates.
• Custom Attributes: Match custom key-value metadata attributes stored on contacts.

2. Invoay POS & ERP Segments (Connected Mode)

For businesses connected to Invoay Cloud POS / ERP through Wabixo's upstream integration API (SAPI):

• Lifetime Spend (LTV): Filter customers by total billing spend (greater than, less than, or between amounts).
• Store & Chain Location: Target customers registered at specific store locations or brand chains.
• Visit Recency: Segment customers based on days since their last visit or date ranges.
• Booking & Billing History: Group clients by whether they have transacted bills, never transacted, or transacted within a recent day window.
• Customer Registration Date: Target newly registered clients or historical accounts.
• Demographics: Filter by recorded customer gender (Male or Female).

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Segment Execution Modes

Every segment created in Wabixo can be set to one of two execution behaviors:

Segment Mode	Behavior	Best Used For
Recurring (Dynamic)	Automatically evaluates contacts against the rule set. Prior to every broadcast campaign dispatch, recurring segments are automatically re-calculated so newly eligible contacts are included and contacts that no longer match exit.	Ongoing promotional funnels, win-back flows, and active lead retargeting.
Fixed (Static Snapshot)	Evaluates matching contacts once at creation time and locks the member list as a frozen historic snapshot. Rules are preserved for reference, but the cohort membership does not automatically shift.	One-time event cohorts, seasonal promotion groups, or historical audit lists.

In addition, Chat-Based Segments support Manual Member Management, allowing authorized users to manually add or remove specific contacts from a segment.

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Access Control & Plan Entitlements

Audience Segmentation is governed by strict system permissions and plan tier gates:

1. Role-Based Permission: Users must hold the CanAccessSegmentation internal permission in their role profile to access /dashboard/segmentation.
2. Plan Tier Gate: Creating dynamic, rule-based audience lists and running automated retargeting broadcasts requires the Advanced Retargeting entitlement under the workspace broadcast subscription. Accounts on basic plans will see the upgrade modal when attempting to build segments.
3. Multi-Tenant & Number Scoping: All segment rules and member counts are strictly scoped to the active workspace tenant and selected WhatsApp Business Number (WABA ID).

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1-Click Broadcast Launch from Segments

Once a segment is built and evaluated, you can initiate a targeted WhatsApp broadcast campaign immediately:

1. Navigate to Segmentation from the primary sidebar.
2. Select your category tab (Chat Segments or Invoay Segments).
3. On the segment list:
   • For Chat Segments: Click the green Campaign button in the segment row, or choose Send Campaign from the three-dot action menu.
   • For Invoay Segments: Click the three-dot action menu on the segment card and select Send Campaign.
4. Wabixo automatically opens the Broadcast Campaign Wizard (/dashboard/marketing/campaigns) with your segment pre-selected in Step 2 (Audience).
5. Complete your template selection, variables, wallet cost check, and scheduling to launch your campaign.