Contacts API Segmentation
Use synced customer profile fields to build better audiences for SMS, WhatsApp, surveys, campaigns, and automated follow-up.
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Segments Start With Profile Data
The Contacts API lets your system keep customer attributes current. Those attributes can then be used to group customers by behavior, value, lifecycle, location, preference, or risk.
| Segment | Example criteria | Useful action |
|---|---|---|
| High-value customers | Total spend, product ownership, purchase frequency | Send early access, premium support, or loyalty offers |
| Dormant customers | No purchase or login in 60 days | Send a reactivation WhatsApp or SMS campaign |
| Payment due | Balance outstanding, due date, account status | Trigger a reminder or payment link |
| New signups | Signup date, plan, source | Send onboarding messages and collect missing data |
| Recent service users | Appointment, delivery, support case completed | Send a survey or feedback request |
| WhatsApp preferred | Preferred channel is WhatsApp | Use richer templates, buttons, and media |
Personalization Fields
Good segments become stronger when messages use variables from the same profile.
| Field | Example message use |
|---|---|
name | Greet the customer personally |
product | Reference the product or service they use |
last_purchase_amount | Confirm payment or recommend a relevant next action |
branch | Route the customer to the right location or team |
preferred_channel | Choose WhatsApp, SMS, or survey follow-up |
survey_score | Follow up differently for happy and unhappy customers |
The goal is not to create endless segments. Start with a few audiences that map to clear business actions: convert, retain, recover, remind, or learn.