Manage Audience

This page is a quick tutorial explaining how to design audience segments, add tags to individual customers and groups, or how to filter audiences and add or remove people from a Do Not Contact list.

Segments

Audience segmentation is the process of organizing your audience into groups based on specific criteria. These groups are called segments.

To create a segment, you need to define the rules for the segment. All profiles that match these rules are added to the segment. You can then add the segment to a flow in Moments, and send customized communication to the segment. All the profiles in the segment receive the communication.

You can create segments based on one or more of the following:

• Attributes for a profile. Example: Based on the City attribute. In Moments, send a message that offers a discount to all the people in a specific city.
• Events associated with a profile. Example: Based on the Item viewed event. In Moments, send a follow up message to all the people who viewed a specific item.

You can use the same segment in multiple flows in Moments.

Segment types

Predefined segments

These segments are predefined and are listed in People > Segments. The following predefined segments are available in People.

• Active Mobile Users - Uses the App Launch event that has happened more than or equal to 1 time in the last 30 days.
• Inactive Mobile Users - Uses the App Launch event that has not happened more than or equal to 1 time in the last 30 days.

User-defined segments

Create segments based on the criteria that you specify. For more information, refer to the Create a segment section.

Working with segments

To access segments in People, on the Infobip web interface (opens in a new tab), go to People > Segments.

You can do the following.

• View a list of segments.
• Search for a segment: Use the Search option to find the required segment.
• Sort segments: You can sort segments by the columns on the Segments page.
• View the profiles in a segment.
• Create a segment.
• Edit a segment.
• Delete a segment.
• Duplicate a segment.
• Add a segment to a flow from People.
• Add a segment to a flow from Moments.
• Add a segment to a broadcast.

View a list of segments

On the Infobip web interface (opens in a new tab), go to People > Segments.

You can view the following information.

• Name: Name of the segment.

• Currently used: Number of active communications in which the segment is used.

  

  Select this field value to view the communications.

  

• Created: When the segment was created.

• Updated: When the segment was last updated.

Create a segment

1. On the Infobip web interface (opens in a new tab), go to People > Segments.

2. Select Create Segment.

   

3. In the Segment rules section, define the criteria for the profiles that need to be added to the segment. You can specify attributes, events, or both.

   • Attribute: Add the attribute, the relevant attribute operator and the attribute value. To add multiple values for an attribute, use the OR and OR LIST operators. To add multiple attributes, use the AND and OR operators.

     You can add a maximum of 25 clauses for attributes.

   • Event: Add the event, the relevant event operators, event values, and properties. To add multiple events, use the AND operator.

     You can add a maximum of 5 clauses for events.

     

   You can search for attributes and events, or use filters.

   

   At the top of the page, you can now see an overview of the profiles that match the criteria. If required, you can add more criteria to refine the segment.

   

4. Add a name for the segment.

5. Select Save.

Edit a segment

You can edit a segment only if it is not used in an active flow in Moments.

To edit a segment, do the following:

1. On the Infobip web interface (opens in a new tab), go to People > Segments.
2. Select the segment that you want to edit.
3. Make the relevant changes.
4. Select Save.

Delete a segment

You can delete a segment only if it is not used in an active flow in Moments.

You can delete segments in the following ways.

Delete segments individually

1. On the Infobip web interface (opens in a new tab), go to People > Segments.

2. Select the three dots next to the segment and select Delete.

   

Delete one or more segments

1. On the Infobip web interface (opens in a new tab), go to People > Segments.

2. Select the segments that you want to delete.

   

3. Select Delete.

Duplicate a segment

1. On the Infobip web interface (opens in a new tab), go to People > Segments.

2. Select the three dots next to the segment and select Duplicate.

   

View profiles in a segment

1. On the Infobip web interface (opens in a new tab), go to People > Segments.
2. Select the required segment.
3. Select View profiles.

The profiles in the segment are listed.

You can view the segment criteria in the left pane.

Add a segment to a flow from Moments

Use segments with the Predefined Audience entry point. Refer to the Predefined audience documentation in Moments.

Attribute Operators

These operators help define the audience segments with some very specific instructions:

Operator	Description	Example
Is	The exact value	Use this operator when reaching out to customers who have spent a specific amount of money on purchases.
Is Not	Everything except the specific value	Use it to send a message to customers who have spent more or less than the specified amount.
Less Than	Anything below a specific value	For customers who still have a way to go before spending a certain amount.
Less or equal	The value is lower or equal to your defined value	For messages to customers who spent this same amount of money or less.
Greater or equal	The value is higher or equal to your defined value	You want to target customers whose purchases reached a certain threshold or went over it.
Greater than	The value is higher than the defined value	When targeting customers who spent over a certain threshold.
Is empty	The attribute is empty	Include profiles where City attribute is empty.
Is not empty	The attribute is not empty	Include profiles where Favorite Color attribute is not empty.

The attribute operators may be different depending on the type of attribute you select. Here are some more string and time operators you will likely meet as you are filtering and adapting your segment rules:

String Operators

String Operator	Description	Example
Starts with	Filter attribute starting with text	Filter City attribute starting with 'Lo' to show profiles where the city starts with 'Lo'. Example returns, London and Los Angeles.
Ends with	Filter attribute ending with text	Filter City attribute ending with 'on' to show profiles where the city ends with 'on'. Example returns, Lisbon and London.
Contains	Filter attribute containing text	Filter First Name attribute containing the letters 'da' to show profiles with First Name containing 'da'. Example returns, Adam or Aida, or Danielle.
Not contains	Filter attribute does not contain text	Filter First Name attribute not containing the letters 'da' to show profiles with First Name that do not contain 'da'. Example returns, Ben, or Luka, or Maria.

Date / Time Operators

Date / Time Operator	Description	Example
Will be in	Date / time attribute will be in x days, weeks, or months	Filter profiles where Renewal Date will be in 5 days' time.
Will be within	Date / time attribute will be within x days, weeks, or months from today	Filter where Renewal Date will be within the next 7 days from today. This would include all days between today and the date/time specified.
Will be more than	Date / time attribute will be more than x days, weeks, or months from today	Filter where Renewal Date will be more than 7 days from today.
Was	Date / time attribute was x days, weeks, or months ago	Filter profiles where Renewal Date was 5 days ago.
Was within	Date / time attribute was within x days, weeks, or months before today	Filter profiles where Renewal Date was within the past 5 days including today.
Was more than	Date / time attribute was more than x days, weeks, or months before today	Filter profiles where Renewal Date was more than 1 week before today.
Before	For date attributes that occur before a date	Filter profiles where Purchase Date is before and not including 10/10/2021.
Until	For date attributes that occur after a date	Filter profiles where Purchase Date is before and including 10/10/2021.
Since	For date attributes that have happened since the specified date	Filter profiles where Purchase Date is since and including 10/10/2021.
After	When date attribute happens after the specified date.	Filter profiles where Purchase Date is after and not including 10/10/2021.

Event Operators

The event you are using to create a segment will include both the occurrence and timeframe: how many times the purchase happened during the specific time period. Connect the occurrence and time operators and you will have a very refined campaign.

Occurrence:

Operator	Example
Equals	The exact number of times the customer made a purchase.
Less than	For the number of purchases that`s smaller than a specific number that you will define. For instance, less than 3 purchases.
Less or equal	When targeting customers who made the number of purchases that is either smaller or equal to the value that you have set.
More or equal	Reach out to customers who made the exact number of purchases as the defined value or more than the defined value.
More than	For customers who made more than a specific number of purchases. For example, when you want to award those who bought more than 5 products.

Time:

Operator	Example
Any time	It does not matter when exactly the purchase occurred.
Within the last	It occurred inside the specific timeframe, during the past “x” days, hours, minutes.
Before the last	The purchase happened before the last “x” days, hours, minutes.
Between the last	The event may have happened between the last “x” and “y” days, hours, or minutes.
After	The event happened after the specified date and time.
Before	The event happened before the specified date and time.
Between	The event happened between the two dates and times that you specify

Tags

Tags can be quickly applied (and removed) to help you organize audiences for more relevant communication. Tags exist on the account level and are applied to any person`s profile. Multiple tags can be added to one person, and each tag can be „attached“ to more than one person.

A tag becomes handy when you want to group persons according to their specific interests or characteristics. Say you want to tag all the persons with the label Electronics Wishlist(because they added items from the electronics category to their wishlist) so you can later send them campaigns with special offers.

Tags are created via People API or on our web interface.

API

To create and manage tags via People API, use one of the following methods:

• Create new tag (opens in a new tab)
• Get single tag (opens in a new tab)
• Get list of tags (opens in a new tab)
• Delete tag (opens in a new tab)

Web Interface

If you want to add a tag using the Infobip web interface, select People > Tags >Create Tag and enter the tag name. Create and assign as many tags as you need.

All your tags are listed on the Tags page, including the number of persons that belong to each one of them. For more details about tags per person, click the person profile card.

To delete a tag, click the “x” button.

Assign Tags to Imports

When you import contacts to the People module, every person gets a default tag that contains the time and date of the import.

Tags can be managed directly from the import screen. After you import data and select Analyze, you can choose to remove the default tag and assign the new ones.

Manage Tags in People

It`s possible to search profiles by tags and include one or more tags in the search. The result will also give you a good idea about how many persons there are in a specific “tag group”.

You can assign tags to one or more person profiles. Select the check boxes next to people's names, click Manage Tags, and either search for an existing tag to add or create a new one. If you select a larger audience, you'll see a notification that you're trying to apply a tag to a larger audience.

Flow

If you have our customer engagement solution, Moments, enabled on your account, use tags in two-way communication with customers. You could, for example, send messages to people who were attending the same conference. 

Another possibility is to add tags later in the communication flow to tag people based on their responses to your messages and use the tag for future campaigns.

Do Not Contact list

When end users do not want to be contacted by your communication campaigns, they can opt out or unsubscribe. Add the contact information of these end users to your Do not contact list so that the campaigns will not send them any more messages.

Use the Do not contact list to be compliant with personal data regulations.

Working with the Do not contact list

To access the Do not contact list, on the Infobip web interface (opens in a new tab), go to People > Configuration > Do Not Contact list tab.

You can do the following.

• View the list of contacts in the Do not contact list.
• Add contacts to the list.
  • Through People
  • Through a flow in Moments
• Remove contacts from the list.
  • Through People
  • Through a flow in Moments
• Import contacts into the list
• Export contacts from the list
• Track whether a person who wants to stop receiving your communications is present in your Do Not Contact list. You can also view how the opt out was received. Example: Message from the end user, campaign action, URL opt out, or manually added.

View a list of contacts in the Do not contact list

On the Infobip web interface (opens in a new tab), go to People > Configuration > Do Not Contact list tab. You can see a list of unsubscribed contacts. Each contact shows the following information.

• Contact information: Contact information of the end user. Depending on the channel, this field is either the phone number or the email address of the end user.
• Sender: Senders from which messages cannot be sent to the end user.
• Source: How the opt out was received. Example: Message from the end user, campaign action, URL opt out, or added manually.
• Channel: Channels on which messages cannot be sent to the end user.
• Account: Accounts from which messages cannot be sent to the end user.
• Added: Timestamp of when the profile was added to the list.

Sort the list

You can sort the list by the columns on the page.

Filter the list

You can filter the contacts.

Do the following.

1. Select the filter icon.

   

2. Select Add filter and then select the required filters.

   

   You can add more than one criterion to the same filter.

   

   You can configure multiple filters.

   

Add to Do not contact list through People

1. On the Infobip web interface (opens in a new tab), go to People > Configuration > Do Not Contact list tab.

2. Select Add new. A new line is added at the beginning of the list.

   

3. Complete the following fields:

   • Contact information: Contact information of the end user. Depending on the channel that you select, enter either the phone number or the email address of the end user.

     If you enter an email address, you can select only Email in the Channel field.

     NOTE

     Make sure that phone numbers are in international format. Example: 441234567890

   • Sender (Optional): Select your sender. All communication to the end user is blocked from this sender. The end user can still receive communication from your other senders.

     To add more than one sender, create a separate entry for each sender.

   • Channel: Select the channel. All communication to the end user is blocked on this channel. The end user can still receive communication on your other channels.

     To add more than one channel, create a separate entry for each channel. Example: The following image shows the same contact added to Viber and SMS channels. The end user can still receive communication on other channels.

     Note

     To block communications over all channels, leave the channel field blank.

     

   • Account: Select one or more of your accounts. All communication to the end user is blocked from these accounts. The end user can still receive communication from your other accounts.

     

4. Select Save.

The end user is now added to the Do not contact list.

Import a list of contacts into the Do not contact list

Prepare the file

The file must follow these specifications:

• Supported file formats: .txt, .csv, .xlsx, and .zip.
• Maximum file size: 15 MB
• For all file formats other than .zip, if the file size exceeds the maximum file size, try compressing it into a .zip file. The .zip file should contain only 1 compressed file. If you add more than 1 file, only the first file is used to update the Do not contact list, and the other files are ignored.

Example:

Contact information	Sender	Channel
1234567890	9876543210	Viber
[email protected]	[email protected]	Email

Import the file

1. On the Infobip web interface (opens in a new tab), go to People > Configuration > Do Not Contact list tab.

2. Select Import.

3. Select the import file from your system.

4. (Optional) In the Skip rows field, select the row from which the data needs to be imported. The rows before the specified row are ignored during the import.

5. In the Map your data section, map the columns in your file with the fields in the Do not contact list.

   

   • To undo the mapping for a specific column, select the undo option.

     

   • To skip specific columns in the file, leave them unmapped. These columns are not imported.

     

6. Select Analyze.

7. Select one or more accounts into which the file needs to be imported.

8. Select Import.

The import time depends on the amount of data in your file. You can view the progress of the import process.

You will get a notification when the import is complete.

Add to Do not contact list through a flow in Moments

Refer to the Add to do not contact list section in the Moments documentation.

Remove from Do not contact list through People

1. On the Infobip web interface (opens in a new tab), go to People > Configuration > Do Not Contact list tab.
2. Do one of the following.

   • Select the x icon against a contact and then select Delete.

     

   • Select one or more contacts that you want to delete and then select Delete.

     

Remove from Do not contact list through a flow in Moments

Refer to the Remove from do not contact list section in the Moments documentation.

Export contacts from Do not contact list

1. On the Infobip web interface (opens in a new tab), go to People > Configuration > Do Not Contact list tab.

2. Select the contacts that you want to export.

3. Select Export.

   

Audience Filters

Filters are helpful when you want to see how many people were contacted within a specific time period and how many were reached over a certain channel. You can also use them to search for people by tags, gender, country, city, address, or combine these categories to perform an even more advanced search.

Quick Filters

To use quick filters, open the People page and make your selection. When a filter has been applied, a summary card will display the number of persons who meet your criteria. Add more filters to refine the search.

Advanced Filters

Segment your customers by any criteria. Select this advanced option if you want to filter using any attribute in the system.

Let’s say you want to filter all the contacts who live either in New York or in Mexico City. For this scenario, we will select “city” and add the operator “is.” The value is “London.” 

The next step would be to add another group of rules: select “or+” and repeat the process. When you are done, click the Apply Filter button to get results.

Add audience to a broadcast

You can add profiles from People to a new broadcast.

Do the following:

1. On the Infobip web interface (opens in a new tab), go to People.
2. Use search and filter options to get the required list of profiles. Select the profiles that you want to add to a broadcast.
3. Select Add to communication.
4. Select Broadcast.
5. Select the channel through which you want you want to send the broadcast. This directs you to Broadcast in the web interface, where you can create a new broadcast. The selected profiles are automatically added to the Recipients field.
6. Follow the instructions in the Create broadcast documentation to create the broadcast.

Add audience to a flow

You can add profiles from People to a flow in Moments.

You can add the following to either new or existing flows in Moments.

• Tags: Adds all profiles, which have the tags that you select, to the flow.
• Audience segments: Adds all profiles, which belong to the segments that you select, to the flow.
• Person profiles: Adds all profiles that you select to the flow.
• Companies: Adds all profiles, which belong to the companies that you select, to the flow.

The following instructions show how to add profiles to a flow. Follow similar steps to add tags, segments, and companies to a flow.

1. On the Infobip web interface (opens in a new tab), go to People.

2. Use search and filter options to get the required list of profiles. Select the profiles that you want to add to a flow.

   

3. Select Add to communication.

   

4. Select Flow.

   

5. Select whether you want to add to an existing flow or a new one.

   • To add to a new flow, select New flow and select Create flow.

     

     This directs you to the flow editor in Moments, where a new flow that has the Predefined audience entry point is created. The selected profiles are automatically added to the audience in this entry point.

     

   • To add to an existing active flow that has the Predefined audience entry point, select Existing flow. Select the flow from the list and select Add to flow.

     

     The selected profiles are added to the flow.