Saved Segments (Marketing)

A saved segment is a reusable set of filters — like “customers in Springfield with a contract expiring soon” — that resolves to a fresh recipient list every time you use it. Because the list is re-checked when a campaign or sequence actually runs, anyone who newly matches is included automatically and anyone who no longer matches drops off. Build a segment once and reuse it every season.

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Before you start

• An operator account with access to Tools → Mail Merge.
• Segments target either Customers or Leads — decide which before you start, as the available filters differ.
• Program-type filters need your Program Types set up; the lead-status filter uses your existing lead statuses.

Steps

1. Go to Tools → Mail Merge and click the Segments tab.

2. Click New Segment.

3. Under Segment details, fill in:

   • Name (required) — e.g. “Springfield — contract expiring soon.”
   • Who does this segment target? (required) — Customers or Leads. Switching this shows the matching filter block below.
   • Description (optional) — a note about what the audience is for.

4. Set your filters. Leave a filter blank to skip it. A record must match every filter you set.

   For Customers:

   Filter	What it does
   City (exact match)	Customers in that exact city
   ZIP starts with	Customers whose ZIP begins with what you type (e.g. 021)
   Has a program of type	Customers who have a program of that type
   Does NOT have a program of type	Customers without a program of that type
   Serviced within the last (days)	Recently serviced customers
   NOT serviced in the last (days)	Customers not serviced recently (brand-new customers with no visits are not included)
   Contract expiring within (days)	Active plans approaching their end date
   Has an outstanding invoice balance	Customers who currently owe money
   Customer since — on or after / on or before	Filter by when they became a customer

   For Leads:

   Filter	What it does
   Status	Match a specific lead status
   Source (exact match)	e.g. Referral, Website, Google Ads, Yard Sign, Phone Call, Angi
   Created — on or after / on or before	Filter by when the lead came in
   Has no estimate yet	Leads you haven’t quoted

5. Click Preview matches under Who matches right now? to see the current count and a sample of names/emails for your draft filters.

6. Save the segment.

What happens next

Your segment appears in the Segments list (Name, Targets, Description, Modified). From then on it’s available as an audience wherever recipients are chosen:

• On the Run Mail Merge page, pick A saved segment and choose it — the list is re-checked when the campaign runs.
• In an Automated Sequence of the “Seasonal push” type, a segment defines who gets the one-time email (and keeps catching new matches).

The key behavior: segments resolve live. The membership you saw last month isn’t frozen — every run recomputes it against current data.

Tips & best practices

• Preview before you rely on it. The count tells you instantly whether the filters are too tight (zero matches) or too broad.
• Name segments by intent, e.g. “Renewals due — 60 days” or “Cold leads, no estimate,” so anyone on your team can pick the right one.
• “NOT serviced in the last X days” excludes new customers by design — they’ve never been serviced, so they’re not win-back targets.
• Combine filters to narrow precisely — e.g. city + contract expiring within 30 days for a targeted local renewal push.

Troubleshooting

• Preview shows 0 matches. Your combined filters are too restrictive (remember, a record must match all of them). Loosen or remove a filter.
• A campaign says the segment matches no records. Same cause — the segment resolved to nobody at run time. Open it, adjust the filters, and re-preview.
• “The selected segment targets a different record type.” You picked a Customer segment for a Lead campaign (or vice versa). Use a segment whose target matches.
• Deleting a segment. Click Delete in the Segments list. Campaigns already sent aren’t affected, but you won’t be able to run new campaigns with it.

Related articles

• Email Campaigns — use a segment as your campaign audience
• Email Sequences — segments power the “Seasonal push” sequence
• Marketing Module Overview — the whole marketing toolkit