Segments in the Papo platform (https://papo.global/) are dynamic filters for contacts or conversations that you can save for reuse. They allow you to create personalized lists based on specific criteria, such as tags, Lead Score, or interaction date, optimizing marketing, sales, and customer service actions.
Creating segments is a fundamental strategy for efficiently managing a contact base. Instead of working with static lists that quickly become outdated, segments update automatically as your contact data changes. For example, a contact who receives the "Hot Lead" tag is automatically added to the corresponding segment.
What are Segments and what are they used for?
A segment is, essentially, a saved search. You define a set of rules (filters), and the platform displays all contacts or conversations that meet those rules in real-time. This eliminates the manual work of exporting and importing spreadsheets or repeatedly applying the same filters.
The main applications of segments are:
- Targeted Marketing: Send email campaigns or mass messages to specific audiences, such as "customers inactive for 90 days" or "leads who requested a quote."
- Sales Prioritization: Allow the sales team to focus on the most qualified contacts, such as those with a high Lead Score or the "Hot Lead" tag.
- Customer Service Organization: Create personalized views for teams, showing only the conversations or contacts relevant to each area.
- Data Analysis: Better understand the composition of your customer base, identifying, for example, how many contacts came from a specific campaign.
How to create a Segment in Papo Global
The process of creating a segment involves applying one or more filters to your contact or conversation base and then saving that combination for future use.
Step 1: Define Filtering Criteria
Before creating the segment, consider which audience you want to group. Papo Global offers various filter options that can be combined.
| Filter Type | Example Criteria | Practical Use Case |
|---|---|---|
| Tags | "Hot Lead", "Requested Quote", "VIP Customer" | Create a list for a sales campaign or for priority follow-up. |
| Lead Score | Score greater than 3 stars, AI-defined score. | Identify contacts with the highest purchase probability for immediate outreach. |
| Contact Data | Name, email, phone, lead source. | Segment contacts who came from a specific source, such as the CNPJ Extractor. |
| Activity and Dates | Creation date, last conversation date, "no contact for X days." | Create re-engagement campaigns for inactive contacts or welcome new leads. |
| Company Information | CNAE, state, size (for B2B contacts). | Prospect companies in a specific niche or region. |
Step 2: Apply Filters in the Platform
With the criteria defined, go to the Contacts section in the Papo Global dashboard. There, you will find options to filter your database.
- Access the main contact list in your CRM.
- Use the available search and filter tools to apply the rules you defined. For example, you can select the "Quote" tag and then add a second filter for "creation date in the last 30 days."
- The list will update in real-time, showing only the contacts that match all selected criteria.
Step 3: Save the Filter as a Segment
After applying the filters and confirming that the resulting list is correct, you can save this view as a segment.
- Look for the option to save the filter or create a new segment.
- Give your segment a clear and descriptive name, such as "Hot Leads - Last 30 Days" or "Contacts to Reactivate - SP."
- Save the segment. It will be available for quick access at any time, without needing to apply all filters again.
Step 4: Use Your Saved Segments
Once created, segments can be used in various Papo Global modules:
- In the CRM: To quickly view work lists for the sales team.
- In the Bulk Sender: As the target audience for your WhatsApp campaigns.
- In Email Marketing: To select recipients for an email or automation sequence.
- In Reports: To analyze the performance and characteristics of specific customer groups.
Frequently Asked Questions (FAQ)
What is the difference between a Segment and a static contact list?
A static contact list is a snapshot in time: once created, it doesn't change unless you manually edit it. A segment is dynamic: it updates automatically. If a new contact meets the filter criteria (e.g., receives the "Hot Lead" tag), they will be added to the segment. If a contact no longer meets the criteria, they will be removed.
Are segments updated automatically?
Yes. This is the main advantage of segments. They are rule-based and reflect the current state of your contact database in real-time. You don't need to manually "run" or "update" a segment.
Can I combine multiple filters to create a segment?
Yes. The power of segments lies in the ability to combine multiple criteria to create an ultra-specific audience. For example, you can create a segment for "Contacts with a 5-star Lead Score, who have the 'Requested Quote' tag, and haven't been contacted in the last week."
What can I use created segments for?
You can use them for any action that requires a target audience. Common uses include sending targeted marketing campaigns (via WhatsApp or email), creating priority lists for the sales team in the CRM Kanban, and generating reports on specific niches within your customer base. Always remember to have the contacts' consent (opt-in) for sending mass messages.
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