Customer Segments

A customer segment is a saved, reusable group of customers. Its members are defined by conditions on account data, picked by hand, or both. Segments let different groups of customers follow different collections policies without copying the same rules into each policy. For example, strategic accounts can get a slower, warmer cadence and long-tail accounts a firmer one. Create a segment when a set of customers needs to be treated differently from the rest. See How Alguna works for how the customer record connects to everything else. Segments are configured in the dashboard only, under Customers → Segments. The public API has no segment endpoints.

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Segment modes

Every segment has one of three modes, which decide how customers join it. Rule-based and hybrid segments follow current account data. A customer that stops matching the conditions leaves the segment unless it was added by hand.

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Conditions

A rule-based or hybrid segment needs at least one condition. Match when sets how the conditions combine:

• All match: the customer must satisfy every condition.
• Any match: the customer must satisfy at least one condition.
• None match: the customer must satisfy no condition.

Each condition compares one account property with a value. Tags are often the simplest way to build a segment from a grouping that is not one of the properties above. Tag the customers, then match on Tag. See Customer management for tags and the other customer fields.

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Create a segment

The segments list shows each segment’s Name, Mode, Priority, whether it is Enabled, and, for manual and hybrid segments, the number of customers added by hand. To change a segment later, choose Edit in its row actions.

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Priority and overlapping segments

A customer can belong to several segments at once. Priority settles which segment takes effect when a customer matches more than one of them. Give overlapping segments distinct priorities so that the outcome for a customer in both is clear.

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Disabling a segment

Turning Enabled off stops the segment from matching any customer. Its name, conditions and hand-picked members are kept, and it can be turned back on at any time.

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Using segments in collections playbooks

Segments decide which collections playbook applies to a customer. Each playbook under Settings → Workflows → AI Collections → Playbooks has a Segment binding setting:

• All accounts: the playbook is not restricted to a segment.
• A segment’s name: the playbook applies only to customers in that segment.

When the collections agent picks a playbook for a customer, an enabled playbook bound to one of the customer’s segments takes precedence. If no segment-bound playbook matches the customer, the playbook marked Default applies. The Segment column in the playbooks list shows each playbook’s binding. This makes it possible to run, for example, a suggest playbook with a professional tone for an enterprise segment while every other customer follows the default playbook.

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Permissions

Two permissions control access:

• View Customer Segments: see segments and their members.
• Manage Customer Segments: create and edit segments and change their members.

Users without the view permission do not see the Segments tab.

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Merging duplicate customers

When two duplicate customers are merged, the hand-picked segment memberships of the merged customer move to the customer that remains.

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FAQ