Chat-Based Audience Segments

Summary

Chat-Based Segments allow you to group contacts using parameters originating from customer conversations in the Wabixo Team Inbox. This is ideal for re-engaging active leads, following up on resolved support inquiries, targeting customers tagged with specific purchase intents, or retargeting users based on template delivery history.

Filter Criteria Available

When creating a Chat-Based Segment, conditions are organized into filter groups. You can combine conditions using AND / OR logic both across groups and within individual groups:

Category	Field	Operators	Description & Use Case Example
Tags	Has Tag (`tag`)	`Includes any of` `Includes all of` `Includes none of`	Target contacts tagged `#WarmLead` or `#VIP`, while excluding contacts tagged `#DoNotDisturb`.
Chat State	Chat Status (`status`)	`Is` `Is not` `Is any of`	Filter by conversation lifecycle stage: `Open`, `Pending`, or `Closed`. Useful for following up on resolved queries.
Chat State	Window Status (`window_status`)	`Is` (`active` \| `expired`)	Filter by whether the customer's 24-hour WhatsApp messaging window is currently active (freeform text allowed) or expired (requires a template).
Chat State	Assigned Agent (`assigned_to`)	`Is` `Is not` `Is any of`	Retarget prospects assigned to a specific sales executive, or isolate unassigned inquiries.
Activity	Last Message (`last_message_at`)	`Within last (days)` `Before date` `After date` `Between dates`	Target contacts who had messaging activity within a specific time window (e.g. within the last 30 days).
Activity	Last Customer Reply (`last_customer_at`)	`Within last (days)` `Before date` `After date`	Re-engage prospects whose last inbound reply occurred between 14 and 45 days ago.
Activity	Chat Created (`created_at`)	`Within last (days)` `Before date` `After date` `Between dates`	Identify newly initiated conversations (e.g., chats created within the last 7 days).
Templates	Received Template (`template_received`)	`Was sent` `Was not sent`	Target or exclude customers who have previously received a specific template (e.g., target customers who were sent `summer_promo_v1` to send a follow-up).
Contact	Custom Attribute (`contact_attribute`)	`Equals` `Does not equal` `Contains`	Filter on custom key-value pairs stored on contact profiles (e.g. `city equals Mumbai` or `preferred_tier contains Platinum`).

[!NOTE] Tenant & Number Isolation: All segment rules evaluate strictly against contacts associated with your currently selected WhatsApp Business Number (waba_number_id). Unsubscribe and opt-out statuses are enforced automatically by the broadcast dispatch engine at send time.

Filter Logic & Rule Groups

The rule builder supports multi-level condition logic:

graph TD
    A["Top-Level Strategy: Match ALL (AND) / ANY (OR)"]
    A --> B["Filter Group 1 (AND / OR)"]
    A --> C["Filter Group 2 (AND / OR)"]
    
    B --> B1["Condition: Tag has_any #VIP"]
    B --> B2["Condition: Status is open"]
    
    C --> C1["Condition: Last Message within_days 14"]

Top-Level Match: Choose Match ALL (AND) if a contact must satisfy every group, or Match ANY (OR) if satisfying any single group qualifies the contact.
Group-Level Match: Each group can independently evaluate its internal conditions using ALL (AND) or ANY (OR).

Segment Modes: Recurring vs. Fixed

When saving a Chat Segment, select the execution mode:

Recurring (Dynamic Cohort):
- Continuously evaluates contact activity in real time.
- Automatically refreshes the cohort right before any WhatsApp broadcast campaign is dispatched.
- Recommended for ongoing re-engagement funnels and automated retargeting.
Fixed (Static Snapshot):
- Evaluates matching contacts at the moment of creation and locks the member list.
- Protects against membership drift for historical reporting or one-time promotional pushes.
Manual Member Adjustments:
- On the segment member detail view, authorized agents can manually add or remove contacts from a segment.
- The member list tracks membership source as either rule (dynamically matched) or manual (explicitly added by an agent).

Step-by-Step Guide to Creating a Chat Segment

Navigate to Segmentation from the primary sidebar navigation.
Ensure the Chat Segments tab is selected (/dashboard/segmentation/chatSegment).
Click the + Create Segment button in the upper header.
Enter Segment Information:
- Enter a descriptive Segment Name (e.g., Active Inquiries - Last 14 Days).
- Add an optional Description for your team.
- Choose the Segment Type (Recurring or Fixed).
Configure Rules:
- In the first Filter Group, select your first condition (e.g., Field: Has Tag $\rightarrow$ Operator: Includes any of $\rightarrow$ select #WarmLead).
- Click + Add Condition to add further rules within the group (e.g., Field: Chat Status $\rightarrow$ Operator: Is any of $\rightarrow$ Open, Pending).
- Click + Add Filter Group to build additional rule blocks with custom joiner logic.
Live Audience Calculation:
- Click Calculate Audience.
- Wabixo immediately evaluates the database and displays the matching customer count alongside a sample table preview showing contact names, masked phone numbers, chat status, and last activity timestamps.
Click Save Segment.

Managing and Triggering Campaigns from Chat Segments

From the Chat Segments table view:

1-Click Broadcast: Click the green Campaign button in any segment row to immediately launch the Broadcast Campaign Wizard with the segment pre-populated in Step 2.
Refresh Customer Count: Click the circular refresh icon to re-run rules against latest chat activity.
View Contacts: Select View Contacts from the three-dot menu to view the full paginated list of members, search individual contacts, or review member statuses.
Edit Rules: Re-open the rule builder at any time to refine or extend filter conditions.

Summary​

Filter Criteria Available​

Filter Logic & Rule Groups​

Segment Modes: Recurring vs. Fixed​

Step-by-Step Guide to Creating a Chat Segment​

Managing and Triggering Campaigns from Chat Segments​