Managing Contacts and Audience Segments

Overview

Contacts are the people your organization communicates with.

Audience Segments help you organize and target contacts so you can send more relevant messages.

Instead of sending every message to everyone, segments let you focus on the right audience.

What You Can Do with Contacts

With Contacts, you can:

• Add or import contact records
• View contact details
• See communication history
• Manage phone numbers and email addresses
• Organize contacts by group or criteria
• Update contact information when needed

What Are Audience Segments?

Audience Segments are saved groups of contacts based on selected criteria.

For example, you may create a segment for:

• Members of a specific program
• People in a specific location
• Contacts with a certain tag
• Customers connected to a specific group
• People imported from a certain list
• Contacts from an integration, if enabled

How to View or Search Contacts

1. Go to Contacts.
2. Use search or filters to find the contact you need.
3. Select the contact to view their details.
4. Review their contact information and communication history.
5. Make updates if needed and save your changes.

How to Add or Import Contacts

1. Go to Contacts.
2. Choose the option to add or import contacts.
3. Enter contact details manually or upload a contact file, depending on your account setup.
4. Review the contact information before saving.
5. Confirm that the contacts were added successfully.

How to Create an Audience Segment

1. Go to the contact or audience selection area.
2. Choose the criteria for the contacts you want to include.
3. Review the contacts that match your criteria.
4. Select the option to save the criteria as a segment.
5. Give the segment a clear name.
6. Save the segment for future use.

How to Use a Segment in a Campaign

1. Start creating a campaign.
2. Go to the audience or recipient section.
3. Choose your saved segment.
4. Review the estimated recipient count.
5. Continue creating, scheduling, or sending the campaign.

Tips for Managing Contacts

• Keep contact information up to date.
• Use clear naming for segments.
• Avoid creating duplicate segments with similar names.
• Review audience counts before sending.
• Use targeted segments to avoid over-messaging your contacts.
• Make sure contacts have provided proper consent before messaging them.

Common Questions

Are segments automatically updated?

This depends on how the segment is built. Some segments may update based on saved criteria, while others may be based on a fixed list.

Can I send a campaign to a segment?

Yes. Segments are designed to make campaign targeting easier.

Can contacts belong to more than one segment?

Yes. A contact may match multiple segments depending on your criteria.