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Conversation Playbook đź’ˇ How to Create A Segment

Michael Farrell
Conversica Community Manager
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September 2023

Conversica Tip 04: Create A Segment in Conversation Rules

Conversation Rules take the heavy lifting out of segmentation

Conversation Rules segment your leads to different contact lists and conversations within Conversica, based on information in your CRM or MAP integrated with Conversica.
 
Before we jump into how to segment, let’s double-check you have the Conversation Rules prerequisites:
  • An active CRM or MAP integrated with Conversica
  • The info you want to segment is available in a field for the lead/contact record in your CRM/MAP
 

How to create your first segment

1. Create a Rule Set:

Select your CRM or MAP’s “Campaign/List” of contacts, which you’ll pull your segments from, and a Conversica “Contact List,” which is a version of a Conversation you create to tailor the messaging. You can create a new Conversica Contact List in the Rule Set form. The Contact List created/selected at the time of creating the Rule Set is the fallback Contact List. If there is a lead/contact that doesn't match a rule you create, the lead/contact will be routed to the Fallback Contact List.

Example: Create a Rule Set for post-event engagement and select your registration contact list for the “Campaign/List” and create a new Contact List as the fallback.


2. Go into Rules Manager, Contact List Assignment tab to Create New Rule:

Input how you want these contacts to be segmented by selecting the data field and operator, then type in the value.

Example: In order to follow up with contacts who stopped by your booth at the event, you select “CRM Lead Status” in the data field, “Equals” for the operator, and type in “Stopped by Booth” for the value
 
3. Assign the contact to an existing list or create a new list:
 
You’ll most likely create a new list, so name it the same as the value field above. Choose the conversation and assistant for this specific segment, as well as language.

Example: Select “Stopped by Booth at Event” for your conversation and the most appropriate assistant for event correspondence. Now the Rule knows to send this conversation from this RDA to people from your registration list that stopped by your booth.
 

4. Go to Conversation Editor and search for the contact list from Step 3:
 
Edit your messaging for the conversation(s) you selected from creating a Rule in Step 3. Customize every Assistant touchpoint by filling in the dynamic fields with the relevant values for this specific segment.

Example: Go into the “Stopped by Booth” conversation and edit the “Engage” Assistant outreach to thank the recipient for talking with your team at your booth.
 

5. Activate your Conversation and Rule Set:
 
After you finish setting up your Rules and conversation messaging, remember to update the status of both Conversation AND Rule Set to “Active.”
   

Additional Resources

Step-by-step guide to Conversation Rules

How to create Rule Sets and each type of Rule, how to edit and clone, how to map a contact list, and more.

​Create Conversation Rules →
   
Common use cases for segmentation
Dive right into the why, how, and when to segment in Conversica. Complete with flow charts :)

​Figure out when to segment →

Watch an introduction to Conversation Rules
This video highlights how to automate the process of segmenting and routing leads with Conversation Rules.

​See it in action →

Contact your CSM, AE, or Support
Your Conversica team is happy to help you get set up with Conversation Rules and answer questions.

​Submit a ticket →

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