Segmentation FAQ - Online Help | Zoho Campaigns

Segments FAQ

Segmentation

1. Can you apply multiple criteria (AND/OR) in one segment? 

Yes. In Zoho Campaigns, you can apply multiple criteria within a single segment using AND/OR conditions. This allows you to filter contacts more precisely by combining different rules. When creating a segment, after choosing the first criteria, click the + button at the far right to add additional criteria.

2. Can you use behaviors (opens/clicks) to build segments? 

Yes. You can use behaviors such as opens and clicks to create segments in Zoho Campaigns. When creating a segment, choose the Email Activity criteria, choose the sub-criteria, and finally, choose the desired modifier and value.

A sample segment showing email activity-based criteria.

3. Can you create a segment using tag-based criteria? 

Yes. You can create a segment in Zoho Campaigns using tag-based criteria, allowing you to filter contacts based on one or more tags assigned to them. While setting up a segment, you can choose the Tag assigned criteria to include only contacts with specific tags. This allows for precise targeting in campaigns.

One advantage of creating tag-based segments is in A/B testing campaigns. You can use tags in A/B testing by first creating segments based on tags, then selecting those segments as your audience for each test version. This ensures that your A/B test targets a specific group defined by tags (e.g., "Frequent Buyers").

4. What's the difference between Basic and Advanced Segmentation in Zoho Campaigns? 

In the pricing page of Zoho Campaigns, you may have come across the terms “Basic segmentation” under the Standard plan and “Advanced segmentation” under the Professional plan and wondered what the difference between the two is. This answer will help you understand that difference.

Segmentation refers to the process of creating Segments under the Contacts section in Zoho Campaigns. From the Navigation Toolbar on the left, you can click Contacts and select Segments. You'll create segments on this page.

When creating a segment, you can view the Criteria section. The first field under this section contains different fields so you can choose which segment should be focused on to filter your contacts. Based on the fields you choose, the system will decide if you're creating a basic or an advanced segment.

Notes
Notes:
  • In the trial version of Zoho Campaigns, you can create both basic and advanced segmentation.
  • If you created an advanced segmentation during the trial and purchased the Standard plan upon trial expiry, you won't be able to use that segment unless you upgrade to the Professional plan.

Basic segmentation
As the name suggests, basic segmentation includes all of the standard fields available in the Contacts module along with any custom fields you've created. When creating a segment, the fields under the sections below come under basic segmentation:
  • Predefined fields.
  • Contact Social fields.
  • Contacts Custom fields.
Advanced segmentation
To make use of the advanced segmentation process for segregating your contacts, you can create segments using advanced fields. If you integrate Zoho Campaigns with other Zoho apps like Zoho CRM or third-party apps like GoToWebinar, you can make use of fields related to that app.

When creating a segment, the fields under the sections below come under advanced segmentation:
  • Consent
  • List Based
  • Contact Activity
  • Webinar
  • Topic Based
  • Campaign Activity
  • E-Commerce
  • CRM Deals
  • CRM Accounts

5. How do you send an email campaign to a segment? 

When creating an email campaign, you will have the option to choose a segment to which you need to send the email campaign. 
  1. Go to Campaigns -> Email.
  2. Click the Create New button at the top-right.
  3. In the To field, you can choose lists or segments or both. Maximum of 10 lists or segments can be chosen.

6. Is there a limit to the number of segments that can be created? 

No, there isn't a limit to the number of segments that can be created in your Zoho Campaigns organization. You can create any number of segments. 

7. If you have the same contact in two different lists or segments, will they receive the campaigns twice if you send them to both segments or lists? 

When you're selecting multiple lists or segments as recipients in a particular email campaign and the same contact exists in multiple lists or segments, we'll consider only unique contact entries and send the email campaign to one contact entry only. Other duplicate contact entries will be ignored automatically to avoid this same contact receiving multiple emails.

For example, you have a contact named Patricia. This contact is part of multiple lists named List A, List B, and List C and is also a part of multiple segments named Segment A, Segment B, and Segment C. If you select all of these lists and segments as recipients when creating an email campaign, the email will be sent to Patricia only once and not six times.

This is a default process that will happen in all campaigns automatically, so no manual intervention is needed from your end.