Client Segments

Segments are dynamic groups of clients that update automatically based on criteria you define. Unlike manual tags, segments recalculate whenever client data changes — ensuring your marketing lists are always current without ongoing maintenance.

What are segments?

A segment is a saved set of rules that defines a group of clients. For example:

High-value clients — spent over $5,000 in the past year
Queensland operators — located in QLD, active status
Lapsed customers — last booking over 12 months ago
New this year — became a client in 2024

Clients matching the rules are automatically included in the segment.

Segments vs Tags

Segments	Tags
Automatic — rules define membership	Manual — you apply to each client
Dynamic — updates as data changes	Static — stays until you change it
Based on client data	Based on your decision
Great for data-driven groups	Great for custom categorisation

Use segments when membership can be defined by rules. Use tags when you need personal judgement.

Creating a segment

Go to CRM from the main menu
Select Lists from the hub menu
Click Create Segment
Name your segment
Add your rules (see below)
Click Save

Or go directly to Lists.

Defining segment rules

Basic rule structure

Each rule has three parts:

Field — what client data to check (e.g., Status, Location, Booking Count)
Operator — how to compare (e.g., equals, contains, greater than)
Value — what to match (e.g., Active, Queensland, 5)

Example rules

Status equals Active

Field: Status
Operator: equals
Value: Active

Total bookings greater than 5

Field: Booking Count
Operator: greater than
Value: 5

State is Queensland

Field: State
Operator: equals
Value: QLD

Combining rules

Use AND/OR to combine multiple rules:

AND — clients must match ALL rules

Status equals Active
AND Location equals Queensland
AND Booking Count greater than 3

OR — clients must match ANY rule

Tag contains VIP
OR Total Spend greater than 10000

You can create complex combinations with groups of rules.

Available segment fields

Client details

Status (active, pending, archived)
Business type
Date added
Client source

Location

State/Territory
Region
City/Town
Postcode

Activity

Last activity date
Last booking date
First booking date
Total bookings
Total spend

Contacts

Number of contacts
Has email address
Has phone number

Segment examples

High-value clients

Clients who've spent significantly:

Total Spend greater than 5000
AND Last Booking within 12 months

At-risk clients

Previously active clients who've gone quiet:

Total Bookings greater than 2
AND Last Booking more than 12 months ago

New corporate clients

Recently added business customers:

Date Added within 90 days
AND Business Type equals Corporate

Local accommodation partners

Nearby accommodation providers:

Business Type equals Accommodation
AND State equals QLD
AND Status equals Active

Viewing segment members

Go to Lists
Click on a segment name
View all clients currently in the segment
Click any client to open their record

The count updates in real-time as client data changes.

Using segments

For email campaigns

Go to Communications
Click New Campaign
Select your segment as the recipient list
Compose and send your message

Only current segment members receive the email.

For exports

Go to Lists
Open a segment
Click Export Segment
Download the current member list

For reporting

Segments appear in reports:

Revenue by segment
Segment growth over time
Campaign performance by segment

Managing segments

Editing a segment

Go to Lists
Click the segment name
Click Edit (pencil icon)
Modify rules as needed
Click Save

Membership recalculates immediately.

Duplicating a segment

Create a variation of an existing segment:

Open the segment
Click Duplicate
Modify the rules
Give it a new name
Save

Deleting a segment

Open the segment
Click Delete (bin icon)
Confirm deletion

This removes the segment definition only — clients aren't affected.

Static lists vs dynamic segments

Sometimes you want a fixed list that doesn't change:

Creating a static list

Go to Lists
Click Create List (not segment)
Manually add clients
Or import from a segment and make it static

Static lists are useful for:

One-time campaigns
Fixed groups (e.g., event attendees)
Lists you want to manually control

Tips for effective segments

Start simple — begin with one or two rules, add complexity later
Name clearly — use descriptive names you'll understand later
Review regularly — check that segments still make sense
Document purpose — add a description explaining what each segment is for
Test before sending — preview segment members before using for campaigns
Combine with tags — use tags for criteria that can't be captured in rules

Segment best practices

For marketing

Create segments for each customer lifecycle stage
Build segments around purchase behaviour
Separate by location for regional campaigns

For sales

Identify high-potential prospects
Track at-risk customers
Monitor new client onboarding

For service

Find clients due for check-ins
Identify those with recent issues
Segment by service level or plan

What's next?

Put segments to work:

Smart segments mean the right message reaches the right people at the right time — automatically, without constant list maintenance.