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A saved segment (“VIP customers”, “Fintech accounts”) can be used as a condition instead of re-typing its filters. The condition points at the segment, so when you edit the segment, everything that uses it follows the new filters. Renaming a segment changes nothing.

The two conditions

Membership is worked out the same way as the Contacts and Companies pages, so a contact who shows up in a segment there matches the condition here. A contact without a company is in no company segment. A conversation without a contact never matches a segment condition, not even “is not in”. The same is true when the segment has been deleted: the condition matches nobody until you change it. A segment with no conditions, or one whose own conditions use a segment, can’t be picked: saving a routing rule, inbox filter, view or agent filter with it reports the problem.

Where you can use them

Pick Contact segment or Company segment in the filter field list (they appear at the top, next to the other segment options) in:
  • Routing rules: Settings > Inboxes > Routing. The rule preview counts them too.
  • Custom inbox entry filters: Settings > Inboxes > Inboxes.
  • Inbox views and the inbox’s filter bar.
  • Agent priority filters, and the exceptions under Who answers conversations: on the agent’s page. Segment membership is checked when the conversation needs it and reused for about 30 seconds, so a segment edit reaches a live conversation within half a minute.
Agent visibility filters (“show this agent to”) don’t offer segment conditions.

Outreach audiences

When you pick a saved segment as an outreach audience (the Segments tab of the audience picker), the audience follows that segment: editing the segment updates the audience, and an active series enrolls contacts who now match, just as when you edit the audience itself. The picker says Follows this segment under the selection. Completed and archived outreaches are left as they were. Audiences set up before this worked kept a copy of the segment’s filters. They say Uses a copy of this segment’s filters; click the segment to make the audience follow it. Building your own filters (By Field) stops following the segment.

Before you delete a segment

Settings > Data > Segments lists every contact and company segment with what uses it: routing rules, inbox entry filters, inbox views, agent filters and outreach audiences. Each entry links to where it is used. Deleting a segment that is in use asks first and shows the list. If you delete it anyway, its conditions match nobody and outreach audiences keep the filters they last copied. Deleting from the Contacts or Companies page is refused while the segment is in use; the message says where.