In this guide, we’ll show you how to filter the Chatway conversations with the use of segments.
In creating segments, we will use the conversation tags and/or custom data. This makes it easy for you to filter the conversations according to the conditions you set.
As tags and custom data are required, please check our easy visual guide on how to add tags here and how to add custom data here.
Step 1: On your Chatway dashboard, click on the More button from your conversations tab. By default, you will see the ability to filter by “Resolved”, “Assigned to me”, “Longest wait time” and “Starred” conversations. You can add a custom segment from the “+ Segment” button (please note it’s available for paid users only).
Step 2: Click on the “+ Segment” button to add a new segment and enter your desired segment name then set a condition by choosing from Custom data, Tags or Conversation Data. We will cover each of these options in more detail below.
Step 4: When choosing Custom data, you need to select a Field from the dropdown. The available fields are based on the custom data you have previously created in Chatway. Head over to our detailed guide on how to add custom data if you haven’t set up custom data already.
By default, certain custom data will be readily available: email, name, location, country, browser type, page visited, timezone, language, IP, operating system, online status. You can add any custom data of your choice as well, such as “order history”, “channel”, and so on.
Step 5: Next, choose a condition (Equals, Does not equal, Contains, Does not contain, Starts with, Ends with, Contains any value, Does not exist for a contact).
Step 6: After choosing a condition, enter a value and click Save New Segment.
Example #1
The example segment below will show only the customer conversations who have set “United States” as their country.
Example #2
If you want a segment to show only customer conversations who haven’t listed their country to be “United States”, you just need to change the condition to Does not contain.
Example #3
Say you have a custom data created called “purchased products”. Now, if you want a segment to show customer conversations who purchase, for example, bread, in combination with other products, you just need to change the condition to Contains.
The same logic goes vice versa – you can choose the condition Does not contain if you wish customer conversations who have purchased bread not to be included.
Example #4
Following the example above, if you want a segment to show all the customer conversations who purchased any products – not just bread, you just select the condition Contains any value.
Example #5
If you want a segment to show only customer conversations who did not purchase any products, you just select the condition Does not exist for a contact.
You can also use tags in creating segments.
After clicking tags, choose a condition (Equals or Does not equal).
Click Value to select from the tags you created and hit Save New Segment. If you still haven’t created tags, head over to this article to learn how to set tags up.
Example #5
The example segment below will show all the customer conversations with a support tag.
You can also combine it with custom data by clicking Add condition.
Example #6
The example segment below will show all the customer conversations with a sales tag who have set their location to the United States.
You can also use conversation data in creating segments.
From the condition dropdown you can choose between the following options: is resolved, is unresolved, is assigned to, is not assigned to, unassigned, starred, not starred.
For the options is assigned and is not assigned to you will also be able to choose the relevant agent, as in the example below:
That’s it! You may now view your filtered conversations with the use of segments.