1. Pendo Adopt
  2. Tracking and filtering
  3. Segments

Segments

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Use segments to filter users for analytics and target employees for guides.

If a visitor meets all rules of a segment, they're included in that segment regardless of whether that segment is applied over data or used for targeting a guide.

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The Segments page consists of four columns: 

  • Segment Name. Each custom segment has a name. This column shows all the custom segments you've created and displays their names.
  • Created By. This column shows the name of the user who created the custom segment.
  • Last Updated By. This column shows the name of the user who last modified the custom segment.
  • Last Updated At. This column shows the time that the custom segment was modified. 

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Create a segment

You create a segment on the Segments page, which you can access from the left-side navigation. From here:

  1. Select + Create Segment at the top-right of the page.
  2. Enter a meaningful Segment Name.
  3. Add Rules for your segment that capture the correct users. 
  4. When you're done, select Save Segment in the bottom-right corner.

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Segment rules

Segment rules use product usage data and visitor metadata to dictate which users are targeted. This includes metadata passed through your snippet or extension (for example, Visitor ID, email, title, and so on) or any of the following rules provided by Pendo:

Product usage (Feature, Page, guide usage, and poll responses) examples

  • "Page ‘Dashboard’ Seen at least 10 times"
  • "Poll ‘Q1 NPS Survey’ response less than or equal to 8"

Visitor-level metadata

  • First Visit
  • Last Visit
  • Visitor ID
  • Most Recent Browser Name
  • Most Recent Operating System

Targeting rules

Guide targeting rules using Page Views are limited to Seen or Not Seen with the following conditions: ever, within last, and since.

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Guide targeting rules using Feature Clicks are limited to clicked or not clicked with the following conditions:

  • clicked options include: ever, within last, since, at least, and at most.
  • not clicked options include: ever, within last, and since.

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Segment new users

To segment new visitors to your application, choose First Visit from the first dropdown menu when you create a new segment rule. First Visit is the date and time Pendo first received an event for the visitor.

For example, if you want new users to see a welcome guide or tour, you might structure a rule as follows: First Visitwithin last1Days + AND First Visitsince<Date>.

First Visit since <Date>

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First Visit within last 1 Day

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Segment identified or anonymous users

If you're interested in viewing behavior for identified or anonymous visitors only, an Admin must enable anonymous visitor data in Pendo Engage. To learn how to enable, see Anonymous visitors.

Once enabled, you can add anonymous visitors to your segment with the Select Visitor Data selection in the segment builder. Choose Anonymous Visitors Only to only include visitors who aren't identified or All Visitors to include both identified and anonymous visitors.

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You can also filter data by identified and anonymous visitors by using the following default segments in the Segment filter throughout Pendo Adopt:

  • Everyone. Segments all visitors, regardless of whether they're identified or anonymous.
  • Everyone (Anonymous Visitors Only). Segments unauthenticated visitors only.

Use a CSV file to create your segment

You can use a CSV file containing Visitor ID to create a segment. 

File format

For the file to upload correctly, the first column in your CSV should be Visitor ID.

Visitor IDs must be in a single, line-delimited column in the file. No other columns, punctuation, or special characters are supported. See the example below for an idea of the required file format.

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File upload

Start creating a segment by selecting in the + Create Segment at the top-right of the Segments page, enter a meaningful name for your segment, and then do the following:

  1. Choose Visitor ID from the first dropdown menu. This tells Pendo that the first column in your CSV is Visitor ID.
  2. Choose csv contains or csv does not contain in the next dropdown. 
  3. Select Upload to then choose your file and exclude the header as needed.
  4. When you're finished, select Save Segment in the bottom-right corner.

Edit a segment

To edit an existing segment, find your segment on the Segments page, which you can access from the left-side navigation, and then select the pencil icon Screen_Shot_2021-10-01_at_11.22.28_AM.png next to it. 

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Delete a segment

To edit an existing segment, find your segment on the Segments page, which you can access from the left-side navigation, and then select the trash icon next to it. 

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Troubleshooting segments

Using multiple "does not contain" with "OR"

If you want to show a guide to most users except those from specific accounts, you must useANDrather thanOR. To better understand why, consider the examples below.

Visitor ID does not contain Apples 
This statement is saying to display the guide to everyone other than Apples, including Oranges

OR
Visitor ID does not contain Oranges
This statement is saying to display the guide to everyone other than Oranges, including Apples

The above parameters don't segment out Apples or Oranges. This is because even if the Visitor ID contains Apples, it's allowed through because it doesn't contain Oranges and vice versa.

To exclude both Visitor IDs containing Apples and Oranges, useAND:

Visitor ID does not contain Apples
AND
Visitor ID does not contain Oranges

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