Betterworks Guides: Segments

Overview

Segments are used throughout Betterworks Guides to filter users for analytics and target users for guides. If a visitor meets all rules of a segment, they will be included whether that segment is applied over data or used for targeting a guide.

Create a Segment

There are 5 predefined segments as well as the ability to create custom segments.

The predefined segments are:

  • Everyone
  • Time Since First Visit: < 30 Days
  • Time Since First Visit: 31 - 60 Days
  • Time Since First Visit: 61 - 90 Days
  • Time Since First Visit: > 30 Days

You can create a segment on any of the Guides Dashboard, Guide Metrics, Analytics, and Pages page by clicking the Segment dropdown, then "+ Custom Segment."

Within the guide designer, each guide has a segment tab where existing segments can be used to target users or a custom segment can be created.

Segment Rules

Segment rules utilize Product Usage data or Visitor metadata to dictate which users are targeted. This includes any metadata passed from the Partner (e.g. username, email, isX, role, etc.) or any of the following rules provided by Betterworks Guides:

Product Usage (Page, Feature, or Guide usage and/or Poll Responses)

  • "Page ‘Dashboard’ Seen at least 10 times"
  • "Feature 'Search Bar' Clicked within last 30 days"
  • "Guide 'New User Tour' Seen"
  • "Poll ‘Opt-in Guide’ response equal to Yes"

Visitor Level Metadata

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

Note: When using a rule of a text type attribute, the entered text is case-sensitive.

Tip: Utilize the "Visitors List" at the bottom of the Analytics page to see what metadata fields are available for segmentation by managing your columns.

Be sure to check your segment before saving and continuing to make sure you're seeing what you expected.

 

Create Segments with a CSV file

Additionally, Betterworks Guides allows you to upload a .csv file with a list of visitors that you would like to include/exclude from the segment. When adding a segment rule, select the "Visitor ID" attribute and then either "contained within list" or "not contained within list." You will then be prompted to upload the .csv file.

File Format

In order for the file to upload correctly, it must be formatted in a way that Betterworks Guides can read. Visitor IDs must be in a single, line-delimited column in the file. No other columns, punctuation, or special characters are supported in the file. So for example, you would want a file that looks like the following:

Visitor ID Errors

After you upload the file, Betterworks Guides will run a quick check on a sample subset of the IDs that are contained within the file. If there is a mismatch between the supplied IDs and those stored within your Betterworks Guides account, you will see a warning on the completion dialog:

This error can occur for several reasons. Visitor IDs are passed directly to the client-side Betterworks Guides snippet when it is installed within your application by the Partner providing Betterworks Guides. You can double-check the format of the IDs in your file by comparing them to the results you see in the Visitor List on the Analytics page.

If the IDs are formatted correctly, then the issue may be due to the fact that Betterworks Guides simply hasn’t tracked any events for some of the visitors on the list. You may be pulling the IDs from another system of record, and Betterworks Guides may not have a record of them yet. Once those users are tracked within Betterworks Guides, they will be added (or excluded) from the segment you have defined.

Segment New Users

Utilize the Betterworks Guides provided field "First Visit" to segment new visitors to your application. "First Visit" is the date and time Betterworks Guides first received an event for the Visitor. If you want new users to see a welcome guide or tour, you can structure a rule like the following:

  • First Visit within last 1 Day (recommended to be most accurate "New User" segment)
  • First Visit since "Date"

Tip: You may see different eligible visitors when using the above segments. The reason first visit since and first visit within last return different numbers is because since captures everyone since 12:01 A.M. of the day you specify, whereas within last is specifically 24 hours since right now. 

Ineligible Segments For Guide Targeting

When segmenting guides, you may run into the below tooltip or warning as you set up your guide segmentation. Segments with ineligible rules will be greyed out. If you add an ineligible rule to a segment already tied to a guide or create a new segment for a guide with an ineligible rule, then you will be unable to save the segment and a warning message will display. 

Ineligible rules include:

  • Last Visit




Troubleshooting Segments

Using multiple "does not contain" with "OR"

You may want to show a guide to most users but not all. If the guide segment is created with OR:

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 will not segment out Apples or Oranges. This is because even if the Visitor ID contains Apples, it will be allowed through because it does not contain Oranges and vice versa.

To exclude both Visitor ID’s containing Apples and Oranges, we will use "AND":

Visitor ID does not contain Apples

AND

Visitor ID does not contain Oranges