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Target content to chatters using segmentation and conditionals

Segmentation

Segmentation blocks let you divide your chatters into groups, or segments, sending each segment a different Answer. Segmentation enables more complex personalization in your bot.

Examples:

  • Offering chatters a discount on a product they don't own.

  • Recognizing a mobile device type, and splitting iOS and Android related content.

  • Identifying chatters by account type, and providing different support options accordingly.

We're excited to see how you use Segmentation blocks to personalize your interactions with your customers!

How to Create a Segmentation Block

To segment your chatters, you’ll need to collect chatter information as a variable. Check out variables to learn about capturing and storing chatter information in variables.

Once you have created your variables, you can then use the Segmentation block to set up your personalized chatter journeys.

Variables can be populated in one of three ways:

Example: Below is a quick reminder of what a Capture block with a saved variable looks like.

account_type.jpg

Insert a Segmentation Block

  1. Create a new Answer (or edit an existing Answer).

  2. Click the Block toolbar on the right side of your screen.

  3. Drag and drop the Segmentation block into your Answer.

  4. Choose a variable from the drop-down menu in the Segmentation block (you can choose more than one).

  5. Select the condition and value the variable should meet.

  6. Drag and drop the block that should follow your newly created segmentation rule into the space underneath the rule. All blocks in this space will be shown only to chatters who meet your segmentation criteria.

    Note

    All block types can be used, except another Segmentation block.

  7. The final step is to set up what is known as the else condition. This is the messaging that chatters who don’t meet your segmentation criteria will see. The else condition isn't necessary for your Segmentation or Conditional block to work properly, but it is recommended. To build your fallback text, drag and drop the appropriate block(s) into the bottom section of the Segmentation or Conditional block and populate as you see fit.

    Screen_Shot_2020-03-06_at_12.30.57_PM.png

Operators & Field Types

Operators are logic statements that tell the Segmentation block to match chatter information that’s captured in the variable you’re using. There are 7 different types to choose from:

Segmentation Operators

Description

Beginswith.jpg

Match information in the variable that begins with certain text (partial match)

endswtih.jpg

Match information in the variable that ends with certain text (partial match)

Contains.jpeg

Match information in the variable that contains certain text in any position (partial match)

Is.jpg

Match information in the variable that equals specific text exactly (exact match)

Isnot.jpg

Match information in the variable that does not equal specific text exactly (exact match)

isnull.jpg

Checks if there is no information contained in the variable

isnotnull.jpg

Checks if there is any information contained in the variable

Field types tell the Segmentation block what kind of values to expect:

  • Basic: the condition is based on a simple string value a chatter writes

  • Variable: the condition is based on another variable's value

  • Match Case: the condition is based on a string value you write and is case sensitive. For example, if “Word” is the value expected, it would not accept if a chatter wrote “word” or "WORD" or "wOrd".

Example:

fieldtype.gif

Note

Segmentation blocks only recognizes values as text. Numeric and Boolean data is automatically converted to text.

Chatter View

After you've created a Segmentation block, test it out! Pretend you’re different kinds of chatters with different profiles and make sure your segmentation is working correctly.

Example:

differentsegmentationtypes.png

Reminder

  • You can only nest one layer in a Segmentation block. In other words, a Segmentation block cannot contain another Segmentation block.

  • Variables and HTTP Requests are the basics of personalization.

Conditional Blocks

Conditional blocks are the enhanced version of Segmentation blocks and replace the Segmentation block in the Answer toolbar. Conditional blocks contain operators specifically designed to handle number variables & values (versus text values), as well as Yes/No variables. Creating a Conditional block works the same way as a Segmentation block. Should your use case require, the Conditional block will allow for thousands of conditional statements per block.

Conditional Operators

Description

greaterthan.jpg

Match if information in variable is greater than a specific value

lessthan.jpg

Match if information in variable is less than a specific value

is.jpg

Match if information in variable is exactly equal to a specific value

isnot.jpg

Match if information in variable is not exactly equal to a specific value

isnull.jpg

Checks if there are no values contained in the variable

isnotnull.jpg

Checks if there are any values contained in the variable

istrue.jpg

For Yes/No variables, checks if information in a variable is Yes (or True)

isfalse.jpg

For Yes/No variables, checks if information in a variable is No (or False)

Note

If you’d like to upgrade your Segmentation block to include Conditional operators, please speak to your Account Manager.

Have any questions? Contact your Ada team—or email us at help@ada.support.