Segments
A segment is a named group of contacts defined by rules. Build a segment once; Caramel evaluates it continuously so the right contacts always qualify automatically. Segments are the primary way to target Journeys and Broadcasts in your marketing automations.
Plan Segment limits vary by plan: Starter 10, Lite 25, Growth 50, Business 150, Enterprise unlimited. See Usage and limits.
Important This page is the canonical reference for segments. The Segments view in Omnichannel shows the same list and links here for management.
View your segments
Section titled “View your segments”- Open Customers at
/business/:id/customers. - Click the Segments tab.
The table shows each segment’s name, ID, and creation date. The count badge at the top shows how many segments you have.
Create a segment
Section titled “Create a segment”Click Create segment. Give the segment a name, then choose how to define it:
Option 1 — Trait conditions
Section titled “Option 1 — Trait conditions”Match contacts whose stored traits meet one or more conditions. The condition builder lets you set:
- Trait — any trait defined in your workspace (for example,
plan,city,joinedAt,marketingConsent). - Operator — equals, is greater than or equal to, or exists.
- Value — the value to compare against.
Use the Logic toggle to set whether all conditions must match (AND) or any one is enough (OR).
Tip Traits are managed on the Traits tab. If you don’t see the trait you need, create it there first.
Option 2 — Subscription group
Section titled “Option 2 — Subscription group”Match all contacts who are members of a specific subscription group — for example, everyone who opted in to “Promotional offers.” Select the group from the dropdown.
Note Subscription groups appear in the dropdown only after you create them on the Subscription Groups tab.
Click Create segment to save. The segment is immediately available in your marketing automations.
Delete a segment
Section titled “Delete a segment”Click the delete icon on the segment’s row and confirm. Deleting a segment stops it from matching new contacts in any automation that uses it. Existing contacts already in an active Journey are not removed mid-flow.
Important Deletion is permanent. Any Journey or Broadcast using this segment as its entry filter will stop enrolling new contacts.
How segments connect to marketing
Section titled “How segments connect to marketing”Segments defined here are immediately available when you configure a Journey or Broadcast in Omnichannel. When you set up a Journey’s entry conditions, you select a segment as the audience — everyone who qualifies enters the Journey automatically as rules are met.
The AI Agent (Campaigns) can also suggest segments as part of a generated campaign. Those AI-suggested segments are saved here so you can review, edit, or reuse them.
See Journeys for how to attach a segment to an automated campaign.