Build customer segments

The Customers page in the Inbox lists everyone who has written to you or bought from your store. As that list grows into the thousands, segments keep it usable: saved lists that filter customers by criteria you choose, like "Italian customers with at least 2 orders" or "VIPs who have not ordered this year".

Segments are dynamic. When a customer places a new order, changes country or gains a tag, the lists update on their own. You never maintain them by hand.

Before you start

You need a workspace with the Inbox active and, for order-based filters, a connected Shopify store. Anyone can create private segments; only admins and owners can create segments shared with the whole workspace.

Step 1: Know the three kinds of segments

The sidebar of the Customers page groups segments by who created them and who can see them.

Kind	Who sees it	Who manages it
System	Everyone	Nobody, they are built in
Workspace	Every member	Admins and owners
Private	Only you	Only you

Three system segments are always there: All senders (anyone who ever emailed you, orders or not), Customers (at least one Shopify order, the default view), and VIP (lifetime value of 100 euro or more).

Step 2: Create a segment

1. Open Inbox, Customers from the main sidebar.
2. Click + New segment at the top right.
3. Fill in the dialog:
   • Name: up to 60 characters, letters, numbers, spaces, hyphens and underscores.
   • Type: Private or Workspace. The Workspace option appears only if you are an admin or owner.
   • Filters: one or more criteria from the list below.
4. Watch the live counter under the filters. It tells you how many customers match, updating within about half a second of every change. If nothing matches you see a warning; above 1,000 matches it shows "1000+" instead of an exact count.
5. Click Save. The segment appears in the sidebar immediately.

Start with a single filter, check the counter, then tighten one criterion at a time. It is much easier to see who you are actually filtering.

Step 3: Pick your filters

All filters in a segment combine with AND: a customer is included only if every criterion holds.

Filter	What it does	Example
Order count at least	Minimum number of orders	At least 2 means repeat buyers only
Order count at most	Maximum number of orders	At most 1 catches one-time or zero-order contacts
Total spent at least	Minimum lifetime value in euro	At least 500 for your top spenders
Total spent at most	Maximum lifetime value in euro	At most 50 for small customers worth nudging
Country among	Customer lives in one of the selected countries	Add Italy, France and Spain to cover all three
Shopify tag among	Customer has at least one of the listed tags	wholesale, retail or vip
Accepts marketing	Explicit marketing consent on Shopify, yes or no	Yes returns only customers who explicitly opted in
Added in the last N days	Recently registered customers	30 for last month's signups
Contacted in the last N days	Recent email activity in or out	7 for this week's conversations

A note on Accepts marketing: customers whose consent was never recorded appear in neither the Yes nor the No result. Without an explicit consent they are not treated as opted in, and without an explicit refusal they are not counted as opted out.

Some combinations to steal:

• Order count at least 2, country Italy: loyal Italian customers.
• Total spent at least 100, tag vip: tagged VIPs who really spent.
• Order count at most 1, added more than 90 days ago: a reactivation target.

If two filters contradict each other, the counter simply shows zero. Rework the criteria.

Step 4: Edit, duplicate, share

• Edit: click the three-dot menu on a segment, choose Edit, adjust and save. System segments cannot be edited; workspace segments only by admins and owners.
• Duplicate: the same menu offers Duplicate, which opens the creation dialog prefilled with the original's filters. Handy for making a private variant of a workspace segment.
• Delete: deleting a segment removes only the saved list, never any customer data. There is no undo, so think twice on shared segments.
• Share: every segment has a unique URL, so an admin can copy the address of a workspace segment and drop it in the team chat. Links to private segments open only for their creator. The URL carries the segment itself, not your temporary search text or sort order.

Good to know

• Limits are generous but real: up to 50 private segments per person, 30 workspace segments, and 8 filters per segment. The list shows the first 500 customers, then paginates.
• Filters combine with AND only. For "Italy or France or Spain" style logic within one dimension, use the multi-select filters; for anything broader, create two segments.
• You cannot yet filter by a specific product purchased, or by a fixed date range (only "last N days").
• Segments are read views. Bulk emailing a segment and CSV export are not available yet; for now, use the list itself.
• Changes made in Shopify, like a customer's country, flow into segments automatically via webhooks, usually within a couple of minutes.
• Segments filter the Customers list only. The Customer 360 panel on each thread always shows the full picture of the linked customer, whatever segment you came from.