> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pocketshop.at/llms.txt
> Use this file to discover all available pages before exploring further.

# Segment Your Customers for Targeted Communication

> Create data-driven or manual customer segments based on behaviour, attributes, and events to deliver precisely targeted campaigns and content.

Segmentation is the foundation of relevant marketing. Instead of sending the same message to every customer, you group customers by what they have done, who they are, or where they are in their loyalty journey — and then communicate with each group in a way that actually applies to them. Pocketshop segments power your campaigns, control which content users see in the app, and trigger automated workflows, all from a single configuration.

## Segment Types

Pocketshop offers two fundamental segment types. Use data-driven segments to let behaviour and attributes do the work automatically; use manual segments when you need precise, hand-picked control over membership.

<Tabs>
  <Tab title="Data-Driven">
    **Data-driven segments** update automatically. When a customer's behaviour or attributes match the conditions you define, they are added to the segment instantly — and removed just as quickly when they no longer qualify.

    You can build conditions from four sources:

    | Condition type | What it evaluates                               | Example                                             |
    | -------------- | ----------------------------------------------- | --------------------------------------------------- |
    | **Event**      | A specific in-app action the customer performed | Scanned a receipt, redeemed a reward, used a coupon |
    | **Screen**     | A specific app screen the customer opened       | Viewed a product page, opened the prize draw screen |
    | **Attribute**  | A property on the customer profile              | Points > 300, gender = female, city = Vienna        |

    Combine multiple conditions with AND / OR logic to create highly specific audiences without any manual effort after initial setup.

    **Examples:**

    * Customers who scanned a receipt in the last 7 days → *Recently Active Shoppers*
    * Customers with points > 500 in the city of Graz → *Graz VIPs*
    * Customers who opened the app and have points > 300 → *Engaged Members*
  </Tab>

  <Tab title="Manual">
    **Manual segments** give you direct control over membership. You add and remove customers yourself — either through the CRM interface or programmatically via the Pocketshop API.

    Manual segments do not update automatically based on behaviour. Membership stays fixed until you change it.

    **When to use manual segments:**

    * **Employees and staff** — assign your team to a segment so you can send internal test campaigns or exclude them from customer-facing analytics
    * **Competition or prize draw winners** — add specific customers after selecting them, then use the segment to deliver their reward via campaign
    * **Beta testers and VIP invitees** — build a curated list for early access to new app features or exclusive offers
    * **API-managed groups** — integrate with an external system (POS, e-commerce platform) to sync customer groups into Pocketshop automatically

    <Note>
      Manual segments are ideal when the logic for membership cannot be expressed as a behavioural rule — for example, customers chosen by a random draw or by your team's discretion.
    </Note>
  </Tab>
</Tabs>

***

## How Segments Are Used

<CardGroup cols={2}>
  <Card title="Campaigns" icon="bullhorn">
    Target a campaign at a specific segment so only relevant customers receive messages, points awards, or coupons. Segment-based campaigns consistently outperform broad sends on every metric.
  </Card>

  <Card title="Content Targeting" icon="eye">
    Control which coupons, rewards, and in-app content individual customers see. Show a VIP offer only to your top-tier members, or surface a local promotion only to customers in a specific city.
  </Card>

  <Card title="Automation Triggers" icon="bolt">
    Use segment entry or exit as a campaign trigger. When a customer joins the "Inactive 30 Days" segment, an automated reactivation campaign fires immediately — no manual intervention needed.
  </Card>

  <Card title="Analytics" icon="chart-bar">
    Filter your analytics view by segment to understand how different customer groups behave. Compare engagement rates between new members and loyal regulars to identify where your programme delivers most value.
  </Card>
</CardGroup>

***

## Create a Data-Driven Segment

<Steps>
  <Step title="Open Segments">
    Navigate to **Segments** in the Pocketshop CRM sidebar and click **New Segment**.
  </Step>

  <Step title="Name your segment">
    Give the segment a clear, descriptive name that reflects the audience it represents — for example, *Inactive 30 Days*, *Graz VIP Customers*, or *Recent Receipt Scanners*. This name appears throughout the CRM wherever segments are referenced.
  </Step>

  <Step title="Select Data-Driven as the segment type">
    Choose **Data-Driven** to enable automatic, condition-based membership.
  </Step>

  <Step title="Add your first condition">
    Click **Add Condition** and select the condition type: Event, Screen, or Attribute. Configure the specific criteria — for example, select **Attribute**, choose `points`, and set the threshold to `> 500`.
  </Step>

  <Step title="Add additional conditions if needed">
    Stack multiple conditions using AND / OR logic to refine your audience. For example, add a second Attribute condition for `city = Graz` to target high-point customers in a specific location.
  </Step>

  <Step title="Save and review membership">
    Save the segment. Pocketshop evaluates your existing customer base immediately and populates the segment with matching members. The count updates in real time as new customers qualify or fall out of scope.
  </Step>

  <Step title="Use the segment in a campaign or content rule">
    Your new segment is now available as a target audience in Campaigns, as a content visibility filter, and as an automation trigger. Select it wherever you see a segment picker in the CRM.
  </Step>
</Steps>

***

## Best Practice Segment Examples

<AccordionGroup>
  <Accordion title="Inactive users — reactivation segment">
    **Conditions:** Attribute `last_interaction_date` is more than 30 days ago

    This segment captures customers who have gone quiet. Use it as an automation trigger so that the moment someone qualifies, a reactivation campaign fires automatically with a warm message and a bonus offer. Review the segment size monthly — a growing inactive cohort is an early warning that your engagement strategy needs attention.
  </Accordion>

  <Accordion title="VIP customers — 500+ points">
    **Conditions:** Attribute `points` > 500

    Your highest-earning customers deserve recognition. Use this segment to send exclusive VIP offers, early access to new products, or a personal thank-you from your brand. Customers in this segment are your most likely advocates — treat them accordingly.
  </Accordion>

  <Accordion title="Geographic targeting — city-based segment">
    **Conditions:** Attribute `city` = Graz (or your target city)

    When you run a location-specific promotion — a local event, a city-only discount, or a new branch opening — a geographic segment ensures only relevant customers receive the message. Customers in other cities receive no notification and do not feel excluded.
  </Accordion>

  <Accordion title="Combined segment — high-value customers in a specific city">
    **Conditions:** Attribute `points` > 500 AND Attribute `city` = Vienna

    Stacking multiple attribute conditions lets you build highly specific audiences for targeted campaigns. This example targets your most loyal customers in a single city — ideal for exclusive in-store events, local offers, or early access promotions. Always verify the resulting segment size before running a campaign — very small segments may not justify the effort, while very large ones may need further refinement.
  </Accordion>
</AccordionGroup>

<Note>
  Data-driven segments update automatically in real time. There is no need to manually refresh or recalculate membership — as soon as a customer's behaviour or attributes change, their segment membership adjusts accordingly. This means your campaigns and content rules always reflect your current customer base.
</Note>