Customer segments

Turn customer signals into audiences you can use.

SignalBX helps ecommerce teams define reusable customer segments from contact identity, channel, tags, engagement, lifecycle dates, CRM links, and nested metadata—then preview the match and use it to build a broadcast audience.

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Identity rules

Match display name, email, phone number, or channel user ID.

Channel targeting

Build audiences around normalized customer messaging channels.

Tags and CRM

Use contact tags, CRM provider, CRM contact ID, or sync state.

Engagement thresholds

Compare message and conversation counts with numeric operators.

Lifecycle windows

Filter first seen, last seen, or CRM sync dates by range or recency.

Nested metadata

Address validated metadata paths without turning them into raw SQL.

Count and sample

Preview the total match and a bounded contact sample before use.

Broadcast audiences

Add matching, channel-compatible contacts to an editable broadcast.

A clear audience language

Describe the customer group, not the query behind it.

Choose whether every rule or any rule must match. Each field exposes operators suited to its data type, so text, arrays, numbers, timestamps, and metadata remain explicit and valid.

Segment definition workspace Illustrative data · reusable saved audience

Match modeALLevery condition

Conditions4typed and validated

StatusActiveavailable for targeting

Last preview1,248matching contacts

ConditionsMatch all

Contact tagscontains any

repeat-buyer✓

Conversation countgreater than or equal

3✓

Last seenwithin the last

14 days✓

Metadata · loyalty.tierequals

gold✓

Evidence before activation

See who matches before the audience goes anywhere.

Preview evaluates the normalized definition against tenant-scoped contacts, returning both an exact count and a bounded sample ordered by recent customer activity.

Preview saved segments or test an inline definition before saving
Inspect useful contact fields instead of relying on a count alone
Record the latest count and evaluation time when a saved segment is previewed

Audience previewCount + bounded contact sample

1,248 matching contactsShowing the most recently active sample

Evaluated

Aarav MehtaWhatsApp · 8 conversationsrepeat-buyer · gold

Nina KapoorEmail · 5 conversationsrepeat-buyer · gold

18m

Leo MartinSMS · 4 conversationsrepeat-buyer · gold

Maya ShahWhatsApp · 3 conversationsrepeat-buyer · gold

Preview factsRepeat buyers at risk

Match mode: ALL
Rules: 4 valid
Matched: 1,248
Sample: 4 shown
Scope: Current tenant

Predictable evaluation

From audience idea to parameterized contact match.

Every definition crosses the same validation and normalization boundary before the query builder produces tenant-scoped, parameterized predicates over the contact record.

DefinitionChoose ALL or ANY and add conditions

Composed

Field contractValidate fields, operators, and values

Checked

Query boundaryBind values into tenant-scoped predicates

Parameterized

EvaluationReturn matching count and recent sample

Previewed

Portable audience definitions

One explicit shape behind every segment.

Saved and inline audiences share the same compact definition: a match mode and typed conditions. That makes the targeting logic readable, reusable, and independently previewable.

match field operator value conditions

POST/api/v1/segments/preview

{
  "definition": {
    "match": "ALL",
    "conditions": [
      {
        "field": "tags",
        "operator": "CONTAINS_ANY",
        "value": ["repeat-buyer"]
      },
      {
        "field": "conversation_count",
        "operator": "GREATER_THAN_OR_EQUAL",
        "value": 3
      },
      {
        "field": "last_seen_at",
        "operator": "WITHIN_LAST",
        "value": { "amount": 14, "unit": "days" }
      }
    ]
  },
  "sampleLimit": 10
}

Signals already on the contact

Build useful audiences without forcing every customer into one mold.

Segment rules span stable identity, observed engagement, lifecycle timing, CRM linkage, tags, and validated nested metadata—using operators designed for each field type.

Identity and channel

Display name, email, phone number, channel user ID, and normalized channel.

equals · contains · starts with · in

Engagement

Message count and conversation count support thresholds, comparisons, and bounded ranges.

greater than · less than · between

Lifecycle and CRM

First seen, last seen, CRM synced date, CRM provider, and CRM contact ID.

before · after · between · within last

Tags and metadata

Match tag sets or address validated nested metadata paths for tenant-specific customer signals.

contains any · contains all · exists

Audiences with operational meaning

Turn familiar customer questions into reusable targeting rules.

Retention

Who has gone quiet after repeated conversations?

Combine conversation thresholds with a last-seen window and the tags your team already maintains.

Engagement + lifecycle

Channel fit

Who can receive this channel’s broadcast?

Use channel criteria, then materialize contacts whose channel and usable recipient identity match the broadcast.

Channel-compatible audience

VIP support

Which high-value customers need priority context?

Match a VIP tag or validated loyalty metadata with recent activity and identity fields.

Tags + metadata

CRM follow-up

Who is connected to a CRM but not recently synced?

Combine CRM provider or contact ID state with before, after, and empty-value rules.

CRM + timestamps

Re-engagement

Who was active before a chosen date?

Use first-seen and last-seen predicates alongside message or conversation count thresholds.

Dates + engagement

Exploration

What if the audience rule is not ready to save?

Preview an inline definition, inspect its count and sample, then decide whether it deserves a reusable name.

Inline audience preview

Targeting with guardrails

Reusable enough for campaigns. Explicit enough for control.

Audience logic affects real customer outreach. SignalBX keeps definition validation, tenant scope, lifecycle state, permissions, and broadcast materialization visible at that boundary.

Tenant isolation: Segment storage, preview, contact evaluation, and broadcast audience selection remain scoped to one tenant.
Typed operators: Each contact field accepts only operators and value shapes that make sense for its data type.
Bounded definitions: Definitions require at least one condition and accept no more than 50 conditions.
Safe metadata paths: Nested keys are syntax checked, depth limited, length limited, and passed as bound parameters.
Permission boundaries: Reading and previewing, creating, and managing segments use separate role permissions.
Lifecycle control: Archived segments remain part of the record but cannot be edited or used for broadcast targeting until restored.
Channel compatibility: Broadcast materialization selects contacts on the broadcast channel with a non-empty channel user ID.
Duplicate protection: Adding a segment to a broadcast does not create duplicate recipient identifiers in that broadcast.

Customer segment questions

What teams need to know before using an audience.

What contact data can a segment use?

Segments can use channel, channel user ID, display name, phone, email, tags, message count, conversation count, first-seen and last-seen dates, CRM provider, CRM contact ID, CRM sync date, and validated nested metadata paths.

Can a segment match any rule instead of every rule?

Yes. A definition uses either ALL or ANY. ALL joins its conditions as requirements that must all match; ANY includes a contact when at least one condition matches.

Does preview change the saved definition?

No. Preview evaluates the definition and returns a matching count plus a bounded sample. For a saved segment, SignalBX also updates its display-only member count, evaluation time, and evaluation history.

Are segments automatically recalculated in the background?

No. Matches are evaluated when a preview or audience operation requests them. The stored member count reflects the latest saved-segment preview; it is not a continuously refreshed background total.

How does a saved segment become a broadcast audience?

An editable broadcast can resolve an active saved segment and select matching contacts for the broadcast channel. Eligible contact identifiers are inserted as pending recipients, and existing identifiers for that broadcast are not duplicated.

Can a team target without saving a segment first?

Yes. Both preview and broadcast audience creation can accept an inline definition. Saved segments add a reusable name, description, tags, metadata, lifecycle state, and latest evaluation context.

What happens when a segment is archived?

An archived segment cannot be edited or used for broadcast targeting. It can be restored to active status when the audience should become usable again.

Make customer context actionable

Build the audience. See the match. Use it with confidence.

Turn the contact signals already inside SignalBX into clear, reusable customer segments for support operations and targeted outreach.

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