About segments

AI-generated summary

Genesys Cloud's segment functionality enables customer grouping based on shared attributes and behaviors such as location, intent, life cycle stage, and product usage for targeted engagement and personalization. Segments are dynamic, automatically updating as customer data changes and persisting for up to 30 days across the customer journey to maintain consistent targeting. Key features include demographic-based segmentation, behavior tracking, profile attribute filtering, and multi-criteria segment creation for real-time targeting and journey orchestration. Users can trigger action maps when segments match, filter visitor activity reports by segments, and access segment metrics and performance analysis across communication channels. The platform supports segment duplication and deletion and requires External Contacts > Segment assignments > View permission for assignment. Segments integrate with LiveNow for admin viewing and the Journey gadget for agent access, enabling administrators to view segments assigned to users while agents can access segment assignments through the Journey gadget. Use cases include search query-based segmentation and event tag-based audience building. Users can view segment metrics, generate segment reports, and access segment performance data for comprehensive analysis. The platform also supports integration of third-party customer segments for expanded audience targeting. Genesys is deprecating ACD Web Chat v2 and ending Predictive Engagement support for legacy web chat versions. Migration to Web Messaging and Messenger is recommended for all existing customers to ensure continued platform support and access to current functionality. Additional capabilities include managing segments, defining action map triggers, and reviewing segment examples and assignments from an administrative perspective.

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: . All existing customers are encouraged to migrate to Web Messaging and Messenger.

Segments group customers based on their shared attributes or behaviors such as location, intent, life cycle stage, or product usage and allows you to target, analyze, and engage them more effectively. Segments are dynamic, updating automatically as customer data changes, and help tailor experiences to the right audience at the right time. Segments are assigned to an external contact to allow them to persist across the customer journey for up to 30 days, allowing you to maintain consistent targeting and personalization as the customer context evolves. To assign segments to an external contact, you must have the External Contacts > Segment assignments > View permission.

Create and manage segments

Create segments to define audience groups by selecting conditions like demographics, behaviors, or enriched profile attributes. You can combine multiple criteria to build precise, real-time segments that drive targeted actions, journey orchestration, and performance analysis across channels.

Best practices and examples

Review best practices and examples to improve how you create segments.

Segment usage

Use segments to personalize interactions across the customer journey and evaluate visitor activity.

[NEXT] Was this article helpful?

Get user feedback about articles.