Segments are labels that group your contacts, for example Retail, SME or Loyalty Members. You define the list of segments once in Settings. After that, agents and administrators attach segments to contacts, filter the Contacts list by segment, and choose which segments a campaign calls.
This article covers where segments are defined, how to add, rename and delete them, and where they are used in the rest of SESTEK AgenticCX.
Watch the walkthrough
What you can do with segments
| Action | What it does | Permission needed |
|---|---|---|
| See the list of segments in Settings, add a segment, delete a segment | Maintain the segment definitions | Manage Segment Settings |
| Rename a segment (Edit) | Change the name of an existing definition | Edit Segments |
| Filter contacts by segment, tick segments on a contact, pick segments in a campaign | Use the definitions | View Segments |
The default Agent and Supervisor roles include View Segments, so they can use segments everywhere. They do not include Manage Segment Settings or Edit Segments, so segment definitions are normally kept by administrators. To give someone else that job, grant the permissions to their role (Administration, Identity management, Roles).
Where segments are defined
Go to Administration, Settings, Work Environment, then the Segments tab. When you have the Manage Segment Settings permission, this is the tab that opens first. The other tabs on the page are Statuses, Skills, Wrap-up Codes and Decline Reasons.
The Definitions list has one column, Segment Name, and an Actions column with a menu on each row. Select the menu icon on a row to see Edit and Delete.
Add a segment
Select Add Segment. The dialog has a single field.
| Field | Rules |
|---|---|
| Segment Name | Required. Up to 100 characters (the box stops accepting text at 100). Must be unique, and uppercase and lowercase letters are treated as the same, so retail clashes with Retail |
Save stays disabled until the name is valid. If you leave the field empty, the dialog shows This field is required.
If another segment already has that name, the dialog shows Name must be unique.
Select Save to create the segment. It then appears in the Contacts filter, the contact form and the campaign form.
Rename a segment
Open the row menu and select Edit. The Edit Segment dialog has the same single field, filled with the current name, and the same rules apply. The name you save replaces the old one wherever the segment is shown. Contacts are linked to the segment itself, so they stay in it.
Delete a segment
Open the row menu and select Delete. What you see depends on whether any contact uses the segment.
A segment that contacts still use. The Segment in use dialog tells you how many contacts it affects:
"Loyalty Members" segment is assigned to 19 contact(s). It will be removed from all contacts. Do you want to continue?
A segment that no contact uses. You only get a plain confirmation, Confirm Deletion: Are you sure you want to delete "Churn Risk"?
Select Delete to confirm or Cancel to keep the segment. Deleting a segment never blocks on its contacts and never deletes them: it only removes the segment from every contact that had it. Campaigns are different. A campaign that still points to a deleted segment cannot be started, and SESTEK AgenticCX lists contact segments among the invalid or inactive references.
Where segments are used
Contacts
On the Contacts page, the Segments column shows each contact's segments. If they do not all fit, a +N badge shows the rest. A dash means the contact has none.
Select Filters to narrow the list by segment. Search for a segment by name in the panel and tick one or more.
- Match all (the default) keeps only contacts that are in every selected segment.
- Match any keeps contacts that are in at least one of them.
Once applied, a chip such as Segments: 2 selected appears next to Filters, and the page title shows how many contacts match.
You only see this filter with the View Segments permission.
In the New Contact form, the Segments field shows every segment as a button. Select the ones that apply. You can change them later.
CSV import and export
The import file has a segment column. Put several segment names in one cell separated with |. If the file names a segment that does not exist yet, SESTEK AgenticCX asks first in a New Segment Approval window: Approve and import creates the segments and links the contacts, and Do not approve, skip these contacts skips those rows. Without the Edit Segments permission you are not asked, and those rows are skipped. Export writes each contact's segments into the Excel file.
Campaigns
When you create a campaign that calls a list of contacts (a planned campaign), Contact Segments is a required field: select at least one segment, or the form shows At least one contact segment must be selected. Use the search box in the list to find a segment. A badge next to the label shows how many contacts the selected segments cover.
Once a campaign is Active or Paused, its segments are locked. Instant campaigns do not use segments at all: their contacts arrive through the trigger API. The campaign list can also be filtered by segment, with the same Match any and Match all choice.
Good to know
- Segment names are shared by the whole tenant. Pick names your agents recognise, such as Retail or Dormant Customers, because the same names appear in filters, forms and campaigns.
- A contact can belong to any number of segments.
- Without Edit Segments you cannot rename a segment, and without Manage Segment Settings you do not see the Segments tab at all.
- Because deleting a segment removes it from all of its contacts straight away, check the number in the Segment in use message before you continue.