Lists and segments: who gets your marketing

Audiences are part of the Marketing add-on.

Make a list

1. Go to Marketing → Audiences→ and press New audience.
2. Choose List, give it a Name (and a Description if it helps), and create it.
3. Open it and press Add contacts. Search by name, email or phone, tick them and add. Adding someone already on the list does nothing.

The list shows each member's email and SMS consent. Use Remove from list to take someone off. A form can add everyone who submits it to a list (the form's Marketing tab).

Make a segment

1. New audience → Segment → name it.
2. Press Add rule and build the rules. Choose Match all or any of them.
3. Press Evaluate now to see who matches. After that it refreshes every 15 minutes on its own, and again before any campaign sends.

Rules you can use:

• Contact: lifecycle stage, lead source, state, city, postcode, preferred channel, lead score, email or SMS consent, marketable, do not contact, created, last activity, tag.
• Vehicle: make, model, year, odometer.
• Workshop: days since last service, completed jobs, never serviced.
• Money: lifetime spend (paid), days since last payment, has an overdue invoice.
• Behaviour: opened or clicked an email, was sent a message, bounced.

Deleting an audience never deletes the contacts.

Suppressions

Suppressions→ are the people who never get marketing on a channel. See Consent, unsubscribes and suppressions→.

If something's not right

• A segment has 0 contacts: press Evaluate now. If it says it couldn't be evaluated, check each rule has a value.
• The campaign count is lower than the list: suppressed contacts, contacts without consent for that channel and those with no email or mobile are left out at send time.