CRM segments
Create and use a segment
A segment is a saved set of rules. A person or company is in the segment when it matches all rules. Open CRM > Segments to see your segments. The table shows the name, record type, a summary of the rules, who can see it, the owner and when it was last updated.
Choose People or Companies at the top right. Each type has its own segments.
Click New segment.
Enter a Name (at most 120 characters).
Click Add rule, choose a Field, choose how to match and fill in the value. The counter shows N of 12 rules.
Check the Preview. It shows how many people or companies match. While a rule is incomplete it shows Complete every rule to see who matches.
Click Save.
A segment without rules contains everyone. Each field can be used once per segment.
To use a segment, open the People or Companies list and pick it in the segment filter above the list (the first choice is All people or All companies). The filter also has Manage segments, which opens this page. Clicking the name of a segment in the table opens the matching list with the segment applied. With a segment applied you can select its records and run bulk actions such as Add tag, Assign owner or Create task.
Private and shared segments
By default a segment is Only me. Turn on Share with my team to make it Shared: everyone who can see the CRM can use it. Only the owner and users with the role setting Manage CRM settings can edit or delete a shared segment. Anyone who can edit CRM records can copy a segment with the copy icon. The copy opens as a new segment named after the original with (copy). Deleting a segment never changes the people or companies in it. An organization can have up to 100 segments.
Rules you can use
Use up to 12 rules per segment. Companies and people share these fields: Lifecycle stage, Owner (including Unowned), Tags (has any of, has all of), Country, Created within days, No activity for days and Custom field. People have more fields:
About the person: Source, Language, Company, Has an email address, Has a phone number, Is a shopper.
Orders: Number of orders, Last order within days, Order currency, Order value (at least or at most an amount, in one chosen currency).
Contact: Contact within days, No contact for days.
Calls: Last call within, No call for, Call outcome.
Deals and scoring: Has open deal, Lead score (0 to 100).
Open work: Has an overdue task, Meeting within, Has a next step.
Order values are compared inside the chosen currency only, never converted or added across currencies. Contact rules use the latest inbound or outbound contact. If there has never been contact, No contact for days counts from the day the record was created. Day fields accept 1 to 3650 days.
Custom field rules offer equals, does not equal, has a value and has no value. Equality matches the value and the type exactly, and a record without a value only matches has no value. Multiselect custom fields are not offered.
What a rule needs
Call rules need the role setting View CRM calls and a plan with Telephony (CloudTalk).
The Has open deal rule needs the role setting View deals and a plan with Deals.
Lead score needs lead scoring on your plan, and Custom field needs custom fields on your plan.
Segments themselves need a plan that includes Segments. Segments are included from the Starter plan up; the Free plan does not include them.
Common problems
You reached the limit of 100 segments. Delete one first. Delete or reuse an existing segment.
A rule of this segment is not valid followed by a field name: the rule is incomplete or does not apply to this record type. Fix or remove that rule.
This segment no longer exists. A colleague deleted it. Reload the page.
You cannot change a segment: it belongs to a colleague. Copy it, or ask the owner or a CRM settings manager.