A segment is a saved audience: a list of guests that match rules you define. Segments power your campaigns, emails, and reward programmes. Two dedicated Quick Actions in the Evo Navigator give you everything you need to work with segments without switching to the full CRM application.
⚠️ Important: To open either tool, go to the Evo Navigator, scroll to the Quick Actions section, and select Segment Builder or Segments Browser under SHR Customer Relationship Management.
What you can do
The two Quick Actions cover the full segment management lifecycle.
Job | How Navigator does it |
Discover | Search and filter existing segments by name, status, or scope in the Segments Browser before building something new. |
Inspect | Expand a row or open the detail view to see a segment's rules, metadata, and linked items without leaving the Browser. |
Build | Create a new segment through the four-step Segment Builder wizard: Basics, Audience rules, Preview, and Review and save. |
Validate | Check estimated audience size in the Preview step before saving, so you know roughly how many contacts will match. |
Manage | Edit, publish or unpublish, clone, delete, or refresh a segment directly from its detail view. |
Monitor | Use the Needs attention filter and health indicators to spot segments with failed or stalled refreshes. |
Using the Segments Browser
The Segments Browser is your day-to-day workspace for finding and managing audiences. You can search, filter, view details, and perform housekeeping actions. When you want to create or change a segment's rules, the Browser hands you off to the Segment Builder.
Opening the Segments Browser
Go to Navigator.
Go to the Segment Manager Quick Action, Quick Panel, or Quick Action.
Expand or maximise the modal if the default view does not show all options.
Segments are displayed in a list view with four columns: Name, Status, Scope, and Contacts.
The toolbar
A toolbar above the list gives you the following controls.
Search by name: results update as you type.
Filter by Status: choose All statuses, Published, or Unpublished.
Filter by Scope: choose All scopes, Global, or Non-global.
Needs attention: toggle to show only segments with health issues.
Sort: click the sort icon to change the sort order.
Switch view: toggle between list view (rows) and card view (tiles) using the icons in the toolbar.
Refresh all (Quick Action and Quick Section only): the circular arrow icon queues a refresh for all segments.
+ New segment (Quick Action and Quick Section only): opens the Segment Builder, ready to create a new segment.
Expanding a row
Click the chevron (›) on any row to expand it inline. The expanded row shows the segment's description, its filter conditions, and key metadata: Last Refresh, Alias, Created, and Modified.
Card view
Switch to card view using the grid icon in the toolbar. Each card shows the segment name, description, scope badge, status badge, and guest count.
Status and scope badges
Status
Published: active and available for use in campaigns and emails.
Unpublished: saved but not yet active.
Scope
Global: visible to other users and usable in other actions, such as emails and campaigns.
Non-global: visible only to the user who created it, and not usable in other actions.
Needs attention
The Needs attention filter surfaces segments with health issues. A coloured dot on each row indicates health status.
Healthy: refreshed recently with no errors.
Failed: the last refresh ended in an error.
Stalled: a refresh has been running longer than expected.
Never refreshed: normal for a newly created segment.
States you may see
State | What it means |
Loading | The segment list is being fetched. |
No segments yet | No segments have been created for this account. |
No matches | Your search or filter returned no results. Try different terms or clear filters. |
Read-only mode | You have view-only access. Edit and delete actions are hidden. |
Error | The data could not be loaded. A message explains the reason and what to do next. |
Segment detail view
Click a segment's name (or select Open from its action menu) to open the full detail view. At the top you will see five summary tiles: Total Guest, Guest Added Today, Guest Removed Today, Refreshed By, and Last Refreshed. Action buttons are also available: Edit, Segment Refresh, Close, and More.
Below the tiles, five tabs give you the full picture.
Tab | What it shows |
Detail | Alias, ID, status, scope, created by and on, modified by and on, last refreshed, and a Segment Summary covering manually removed guests, reward rule, emails using this segment, and campaign emails using this segment. |
Audience Rules | The filter conditions that define who belongs to this segment, displayed as readable chips with AND and OR connectors. A count of rules appears on the tab label. |
Contacts added in time | A chart showing how guest membership has grown over time. |
Guest | A searchable list of the guests currently in this segment. |
Linked Items | A table (Type, ID, Name, Status, Action) listing the emails, campaigns, and other items that use this segment. A count of linked items appears on the tab label. |
🤓 Tip: The Audience Rules tab shows your conditions in plain language (field name, operator, and value) so you can quickly verify what the segment is doing without opening the Segment Builder.
The More menu
Selecting More from the segment detail view opens two additional actions.
Clone segment: creates a copy of the segment so you can reuse its rules as a starting point.
Delete segment: permanently removes the segment.
Segment refresh
Selecting Segment Refresh queues the segment for a rebuild and shows a confirmation toast. The Total Guest, Guest Added Today, and Guest Removed Today tiles update once the refresh completes.
Using the Segment Builder
The Segment Builder is where you define the rules that determine who belongs to a segment. It opens when you select + New segment or Edit from the Segments Browser, or directly from the Segment Builder Quick Action. Creating a segment is a guided four-step flow. A progress tracker at the top of the Builder shows all four steps and marks each one complete as you go.
Step 1: Basics
Go to Navigator.
Go to the Segment Manager Quick Action, Quick Panel, or Quick Action.
Expand or maximise the modal if the default view does not show all options.
Click + New segment.
Click to expand the Identity area.
Enter the display name for your segment. The Alias will auto-generate.
Optional: enter a different Alias if desired.
Optional: enter a Description to describe the purpose of the segment for internal reference.
Optional: enter a Reward Rule if a reward will be associated with this segment.
Click to expand the Behaviour area.
Turn on Published to make the segment active and available to refresh.
Turn on Global to allow other CRM users to use it.
Turn on Email Unique to collapse profiles with the same email address to one contact per email.
Turn on Ignore unsubscribe to include contacts who have unsubscribed. Check your compliance rules before enabling this.
Turn on Preference Centre to allow the segment to display in the guest portal so guests can self-opt in. This is typical for specific newsletters or offers.
Click Next to continue.
Step 2: Audience rules
Enter the filter conditions that define which profiles should be added. The same filter options available in the full CRM are available here. Add conditions within a group using + Add AND condition. Add additional groups using + Add OR group. An info panel below your groups restates the logic in plain language.
📌 Note: Contacts matching any group are included. Within each group, all conditions must match.
Step 3: Preview (optional)
Check your rules and estimate audience size before proceeding.
Contact numbers do not appear automatically. Select Check audience size to run an estimate. It takes a few seconds, and the count is capped on this screen if the true number is very large.
A newly saved segment starts at 0 contacts. Saving stores the segment's rules but does not immediately count members.
If the segment is unpublished (draft), you will need to publish it before it can be refreshed. Once published, use Segment Refresh in the Segments Browser to populate it. Guest counts appear once the refresh completes.
Step 4: Review and save
Review all your settings and click Save. Click Back at any point to return to a previous step and make changes.
Operators available
Operator | Meaning |
equals | Exact match. |
not equal | Excludes exact match. |
greater than | Strictly after or more than the value. |
greater than or equal | On or after, at least the value. |
less than | Strictly before or fewer than the value. |
less than or equal | On or before, at most the value. |
empty | The field has no value. |
not empty | The field has any value. |
Date field value modes
Mode | Use it when | Example |
By Date | You want a fixed calendar date. | 2024-12-31 |
By Month | You want to match a whole month. | December 2024 |
By Timeframe | You want a rolling window relative to today. | +1 Day, -12 Months |
Special Keyword | You want a named relative point. | Today, This week, Start of month |
How the two tools work together
Use the Segments Browser to locate and manage existing audiences, and the Segment Builder to create or edit one. Choosing + New segment or Edit in the Browser opens the Builder. Saving in the Builder updates the Browser list automatically.
Segments Browser (search, filter, manage, view details) then + New segment or Edit, then Segment Builder (Basics, Audience rules, Preview, Review and save) then Saved, then back to Segments Browser.
Key terms
Term | Definition |
Segment | A saved audience: a list of guests that match a set of rules you define. |
Filter / condition | A single rule (field, operator, and value) that a guest must meet to be included. |
Group | A set of AND-joined conditions. Groups are joined to each other with OR. |
Refresh | The process that re-evaluates the segment's rules and updates its guest count. |
Published | A segment that is active and available for use in campaigns and emails. |
Global | A segment visible to other users and usable in other actions, such as emails and campaigns. |
Non-global | A segment visible only to the user who created it, and not usable in other actions. |
Alias | A short system identifier for the segment, auto-generated if left blank. |
Needs attention | A filter that surfaces segments with health issues such as failed or stalled refreshes. |